About the author Anna Bassham

5 Quick Tips for Basic Internet Troubleshooting

Losing access to the internet is frustrating, but don’t let it keep you down. Often, some basic internet troubleshooting can help you quickly regain your connection. The next time you’re considering reaching out for support, give these quick fixes a try first. Here’s hoping they do the trick!

Photo Credit: Prateek Katyal on Unsplash

Power Cycle Your Modem or Router

Power cycling your modem or router is one of the most basic internet troubleshooting you can do that solves most connection problems. Power cycling means simply rebooting your modem or router by disconnecting it from its power source and then plugging it back in. To power cycle your modem or router, follow these steps:

  1. Locate your modem and make sure some of the lights are on. Even if they are red or blinking, we first need to know that the modem is getting power from the outlet. If there are no lights on, please make sure the power cable is securely fastened to your outlet and the back of the modem. If the cable is secure and no lights are on, you will need to try another nearby outlet or resolve the outlet power issue.
  2. If the lights are on, but you are still not connected to the Internet, take note of which lights are on and their color (solid green, blinking green, yellow, red, blinking red). Write this information down to help our technicians diagnose your issue faster.
  3. Carefully unplug your modem from the power outlet and wait 20 seconds.
  4. Plug the modem back into the outlet and wait 2 minutes for the modem to completely reboot and reconnect. And then do the same with the router. 
  5. Reboot your computer or disconnect your devices and then reconnect them to the WiFi network.
  6. Wait for all panel lights on your cable modem to blink back on before testing your internet connection.
  7. Try to browse to a new site or connect to a web service such as Google.

Check Your Cables

This tip sounds silly, but you’d be surprised how often cables can come loose. Make sure all of your cables are securely connected to your modem or router and to their respective outlets on your wall. Ensure the power cable is securely connected to the power outlet and to the back of your modem. Make sure the line connecting your modem to the Internet (phone line, Ethernet, fiber, or coax) is securely connected to the wall jack and the back of your modem. Some lines, such as fiber, may not have a wall jack and are simply run through a conduit directly to the outside service line, and in these cases, you should only check the connection at the back of your modem.

Try to reduce or remove any tangles or crossed lines. Remove any surge protectors or filters between your power or service line and the modem to see if they may be causing an issue. Remember to always power cycle your modem after changing your cable configuration.

Check the Lights

If you’ve power cycled the modem or router and checked your cables, and you still have no connection, it’s time to review the lights and their colors on the front of your modem. If the ‘Service’ or ‘Broadband 1/2’ lights are red or red and blinking, contact us. If all of the lights on your modem are solid green or green and blinking, please check your devices for service. Reset all devices connected to your home Wifi network and allow them to reconnect. Often after a modem power cycle, the connected devices simply need to be reset or disconnected and reconnected to the Wifi network to regain an Internet connection.

See If There’s an Internet Outage

When carrying out basic internet troubleshooting, realize that you may not be the only one whose internet is down. Run a quick search on Twitter or Google to see if anyone else in your area is reporting internet outages or connectivity issues from your provider. You can also check for real-time problems and outages that have been reported on DownDetector.

Check Your Speed

If you’re able to connect to the Internet, but the speeds seem extremely slow, please test your service speed. Record your speed test results, and if they are more than 25% off of your expected speed, please contact us for support.

Still no luck? If these basic internet troubleshooting steps have not resolved your Internet connection issues, there may be an outside service issue. Please contact our 5-star customer service, and we’ll make it right!