TISD is proud to offer our customers technical support 24 hours, 7 days a week, 365 days a year.
Get WiFi Support Now With Our Self-Serve App
When should I use the RouteThis Helps WiFi App?
- Slow speeds
- Video buffering
- Low signal
- Device disconnections
Get Started
- Download the RouteThis Helps app for your Android or iOS device.
- Tap “Begin” and enter the code TISD
- Stand within 5 steps of your router and tap “Network Scan”.
- Let the network scan complete. Do not close the app while the scan is running.
- Tap “Improve Network Health” to see your results and improve your WiFi network.
Why Does Using the RouteThis App Help?
Sometimes you want immediate support without waiting to speak with a technical support representative. RouteThis Helps is an option to get help immediately without giving us a call.
The app provides both the opportunity to solve a problem on your own, but also the opportunity for our support team to help you even more effectively in the future.
Could Not Fix Your Issue With The App?
Then contact our Support. Your efforts are NOT in vain! When you scan your network, it provides useful information to our support team that they can use when solving your problem.
Let us know you have run a scan so we can help you out more quickly.
Customer Frequently Asked Questions
Below are some frequently asked questions, and some basic steps that you can take to get things back to normal.
If you try these steps and still have trouble, please let us know and we will do whatever we can to get you going again.
- Unplug the power to your router, wait fifteen seconds and plug it back in
- Unplug the power to your POE Injector, wait fifteen seconds and plug it back in
- Call technical support for next steps and recommended troubleshooting
- Refer to the guide that came with your product and check that all the cables are correctly plugged in
- Call TISD to have your new router provisioned and set up on your account
- Alternatively, you can click on “Pay Bill” above to log into your account, click on “Equipment” at the top of the screen, and change the MAC address to your new router’s MAC address
- Follow the provided guide in the box, or contact your router’s manufacturer for assistance
- Bring it to one of our stores for testing
- This may signify an issue with your connection to the router: try to move the device closer to the router, as the signal you see is the signal to your local Wi-Fi connection, not a signal showing your connection to the Internet through our service
- Try rebooting the router, by unplugging the device from power and plugging it back in fifteen seconds later
- Call Technical Support for help
- Check whether streaming is working on other devices, to determine if the issue is with the service or the device
- Unplug your router, wait fifteen seconds and plug it back in
- Unplug your POE Injector, wait fifteen seconds and plug it back in
- Does the streaming service you’re using have any minimum requirements? You may not be on an appropriate package
- Check to see if there are any other devices or services that are actively using up the bandwidth available on your network
- Try testing by hard-wiring to your router or our equipment – bypassing other devices can give more detailed information on the status of the network
- TISD does not support applications such as KODI or MediaViper for streaming. These applications traditionally are used for pirating copyrighted content and receive streams from unreliable sources.
- Restart the program, or app, you are using to send the email
- Make sure that you are connected to the Internet
- Call into Technical Support for next steps
- Some devices and games require a Public IP Address in order to chat in-game, or to host games
- Call Technical Support for details on setting up a Public IP Address
- Unplug your router from power and wait fifteen seconds, then plug it back in
- Unplug your POE Injector, wait fifteen seconds and plug it back in
- Check to see if there are any other devices or services that are actively using up the bandwidth available on your network
- Check to see if you have a good connection to your internal network or WI-FI
- Call Technical Support for next steps and recommended troubleshooting
- The Minimum Package is the Premium Residential Package
- We recommend the Elite Residential package, which has higher download speeds, and a Public IP is included.
- Gaming primarily relies on ping, but a higher download speed will also help with game downloads and updates.