MCTV said Tuesday that a nationwide problem with wireless routers manufactured by Belkin is what caused MCTV customers to experience problems accessing the Internet Monday evening.
When MCTV began receiving complaint calls from customers employees began troubleshooting and pieced together the problem — the Belkin wireless router was unable to communicate with a Belkin website, which provides a path for customers to connect to the Internet. To make matters worse, Robert Gessner, MCTV president, said Belkin resets its connection at 3:30 a.m. every Tuesday.
“Troubleshooting was tough,” Gessner said. “... Pretty quickly we found out Belkin was the common factor.”
All over the country on social media, people complained about problems accessing the Internet, he said.
After determining Belkin was having network routing issues, MCTV network engineers came up with a fix for its customers.
The engineers, he said, rerouted customers to another site that allowed them to connect to the Internet.
“I am really proud of the network engineers for figuring it out,” Gessner said. “Not only did they figure out the problem, they fixed it. They went beyond that and called other cable companies and said here is how you fix it.”
The engineers also shared what they found and how they fixed it with Belkin — a popular provider of wireless routers.
Within 15 minutes of sharing what they found, Gessner said, Belkin had also created new sites to communicate with the routers.
“In most cases, Internet service providers would say ‘it’s Belkin’s problem, let them fix it.’ We went way beyond that,” Gessner said, noting the company’s motto, “We go the extra smile.”
Gessner believes Belkin has been able to fix the problem but if customers continue to have issues connecting to the Internet, call MCTV at 330-833-4134 or 330-345-8114.
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