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.


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