Troubleshooting Your Internet Connection

Troubleshooting Your Internet Connection

No devices can connect to the internet

Yes - All lights on the modem green

  1. Power cycle modem
  2. Wait 3 minutes and try to connect

Still unable to connect to the internet?

  1. Reset modem
  2. Wait 3 minutes for all lights to turn green

Unable to connect? Contact support.

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?

  1. Reset modem
  2. Wait 3 minutes for all lights to turn green

Unable to connect? Contact support.

Some devices can connect to the internet

Wireless

Is it a single WiFi device?

  1. Check Wifi network password on device
  2. Power cycle the device

Still unable to connect to the internet?

  1. Delete (Forget) Wifi network on the device
  2. Create a new Wifi connection
  3. Contact device manufacture if still unable to connect to the internet

2 or more Wifi devices that previously worked

  1. Was it working before (Statement)?
  2. Power off all devices, then power off modem and wait 30 secs
  3. Power on modem
  4. Wait 3 minutes
  5. Power on a single device
  6. Test connection

Still unable to connect to the internet?

  1. Connect a device directly to the modem using an Ethernet cable
  2. Test connection

Unable to connect? Contact support.

Additional Troubleshooting for Wireless

  1. Connect to modem directly using an Ethernet cable
  2. Open a browser windows and type http://192.168.1.254 to connect to the modem firmware
  3. Click on Status
  4. Is the Broadband Connection up?
  5. Is the 2.4 GHz and 5GHz Radio enabled?
  6. Are you connecting to the Network Name (SSID) listed here?
  7. Is the device named listed under Home Network Devices?

If any of these items are not up please contact support.

  • Restart 2.4GHz Radio
  • Restart 5GHz Radio
  • Test if the wireless device can now connect to the internet

Unable to connect? Contact support.

Wired

  1. Power cycle device
  2. If unable to connect
  3. Power cycle the modem

Unable to connect? Contact support.

Wireless: slow browsing or intermittent connection

  1. Close all browser windows
  2. Power cycle device
  3. Open a single browser window and try to connect to several websites

Still slow or intermittent connection?

  1. Check SSID device it's connected to
  2. Connect to modem directly using an Ethernet cable
  3. Open a browser windows and type http://192.168.1.254 to connect to the modem firmware
  4. Go to Device > Status
  5. Does device show under Home Network Devices?
  6. Is Wifi is enabled?
  7. Restart Wifi Radios
  8. Power cycle device
  9. Test if the wireless device can now connect to the internet

If still slow or the connection is intermittent, please contact support.


    • Related Articles

    • Wireless Home Internet - Frequently Asked Questions

      How long does it take to get started? Getting started is quick! Simply choose your desired EarthLink Wireless Home Internet plan, call our friendly Internet Experts at 866-311-2093 and you’re on your way! All orders processed before 3:15 pm ET on a ...

    • Solving DSL Connection Problems

      If you're having trouble connecting to the Internet, try one of the solutions below: Check Connection Turn off your modem and wireless router (if applicable) for 30 seconds Many times, this will jump start your service and you should be able to ...

    • HyperLink VZ Gateway Troubleshooting

      IF YOU ARE UNABLE TO CONNECT TO THE INTERNET The first thing to check is whether your Gateway is powered on and it is connected to the Internet. Check the Power/Internet light on the front of the Gateway; if it is lit a solid white color, then the ...

    • HyperLink VZ Internet Gateway Overview

      Front Panel The front panel has two lighted indicators and a WPS (Wi-Fi Protected Setup) button. The Power/Internet light will be on and solid white when your Gateway is turned on, connected to the Internet, and functioning normally.  The Wireless ...

    • Managing your Wireless Home Internet Device

      Managing Your Device It is recommended that you log in to the device by using a web browser from a PC that's connected via QiFi or to the device's LAN port. To log in, open a web brwser and type http://192.168.0.1 in the address bar. A window will ...