Make sure all cables are securely connected to your modem/router and to their respective outlets on your wall. Make sure 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 to 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. Always power cycle your modem after changing your cable configuration.
The next step for any connectivity issues is to power cycle your modem/router. To power cycle your modem/router, please follow these steps:
An occasional power cycle is good for your modem. These devices run 24/7 and can build up significant heat and internal data caching, which are both resolved through a power cycle. If you notice your modem is very hot the touch please make sure any vents or fans on the box are clear of debris and can get easy airflow into the modem.
If you’ve checked your cables and power cycled the modem, and you still have no Internet connection then please check 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 please go to the Contact section of this page. 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.
If you’re able to connect to the Internet, but the speeds seem slow, please check your service speed. Record your speed test results and if they are more than 25% off of your expected speed please contact us for further support.
If these steps have not resolved your Internet connection issues there may be an outside service issue. Please have the light information (color and solid/blinking) ready to give to a technician.