Internet Tips & Troubleshooting

How do I Connect to my WiFi?
  • At Install, If you are renting our router, our technician will give you your password, or show you where you can find it.
  • Many routers have the password on a label somewhere on the router.
    • On our Router, this will be on a sticker, on the barcode label and is marked "WPA Pre-shared Key" or "Password Key" depending on the model you have.
  • On your device you wish to connect, find the wifi settings (see the documentation for your device if you don't know where this is), and choose the wifi connection that matches your ICC wifi connection, and enter the password when prompted.
  • If your device gives you an option to use the push button on your router, locate the WPS button on your router, press and hold it for 3 seconds and the router will send the password to your device for you.
  • If none of the above helps, give us a call, and we may be able to reset your password for you remotely.
How do I change my WiFi Password
To access your e-mail:
  • Through a Web browser, click the Email link at the top of this page, and choose what your email address ends with.  That site will give you a login page. Enter your email and password in the labeled boxes and click "LOGIN"
  • Use a mobile device app, or desktop application such as Apple Mail, Windows Mail, or Outlook. Go to our Email Settings page to find out more!
My Service isn't working, what do I do?
  • Ensure all cables are firmly connected at all points from the wall to the modem and from the modem to the computer or router.
  • Power down:
    1. Unplug the power cord to modem or antenna (there's a small black box with a green light and a wire that goes outside) and remove the battery if it has one. 
    2. If you have a separate wireless router, unplug the power cord from it. 
    3. Then shut down your computer and ALL devices that use the internet.
  • Power up (in this order):
    1. Plug in modem or antenna and replace the battery, if it has one, and wait for all lights to sync (could take 3 – 5 minutes)
    2. Plug in router (if you have one) and wait 2 minutes.
    3. Start the devices you're trying to connect and connect one at a time..
  • If you continue to have issues, please call us - 855-552-2253 so we can help!
How do I check my Internet Speed?
You can use a speed test site to check your speed at any time. Keep in mind, they may not be accounting for wifi interference, so use a wired connection.   Also keep in mind it doesn't account for other devices using bandwidth in your home.  www.speedtest.net is a good one to try!
​Will trees affect my service.
Go get a chainsaw! Seriously, do it safely, but for our Fixed Wireless Internet, trees can affect the signal we send to your home. So if you have a tree in the way of your access point, call us and we can check into moving it first!
​I forgot to pay my bill, and got turned off.
You can go back online immediately by visiting our website, www.mywhitecloudus.com. Go to your account by choosing the option under Accounts and Billing.  Your service will come back on automatically in about 5-10 minutes after making a payment.