EarthLink Support

Troubleshooting Your Internet Connection


No devices can connect to the Internet

Yes - All lights on the modem green? 

  • Yes – All lights are green
  • Power cycle modem 
  • Wait 3 minutes and try to connect
  • Still unable to connect to the Internet?

No – Not all lights on the modem are green

  1. Check and make sure all cables are connected 
  2. Power Cycle Modem
  3. Wait 3 minutes and try to connect
  • Still unable to connect to the Internet?


Some devices can connect to the Internet

Wireless

Is it a single WiFi device 

  • Check Wifi network password on device
  • Power Cycle the device
  • Still unable to connect to the Internet?

2 or more Wifi devices that previously worked

  • Was it working before (Statement)
  • Power off all devices, then power off modem and wait 30 secs
  • Power on modem
  • Wait 3 minutes
  • Power on a single device
  • Test connection
  • Still unable to connect to the Internet?

Additional Troubleshooting for Wireless  

  • Connect to Modem directly using an Ethernet cable
  • Open a browser windows and type http://192.168.1.254  to connect to the modem firmware
  • Click on Status
  • Is the Broadband Connection Up?
  • Is the 2.4 GHz and 5GHz Radio Enabled?
  • Are you connecting to the Network Name (SSID) listed here?
  • Is the device named listed under Home Network Devices?
  • If any of these items are not up -  Click here to contact support
  • Restart 2.4GHz Radio 
  • Restart 5GHz Radio
  • Test if the wireless device can now connect to the Internet

Wired

  • Power Cycle device
  • If unable to connect


Wireless Slow Browsing or intermittent connection

  • Close all browser windows
  • Power cycle device
  • Open a single browser window and try to connect to several websites
  • Still slow or intermittent connection
  • Check SSID device is connected to
  • Connect to Modem directly using an Ethernet cable
  • Open a browser windows and type http://192.168.1.254  to connect to the modem firmware
  • Go to Device, Status
  • Does device show under Home Network Devices
  • Is Wifi is enabled
  • Restart Wifi Radios  
  • Power cycle device
  • Test if the wireless device can now connect to the Internet





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