If you experience trouble with your Internet service (and there is not a network issue in progress), we recommend the following troubleshooting procedures.
Reboot Your Devices
For best results, reboot your devices from the wall out.
- Reboot the modem first.
- Unplug the modem.
- After 30 seconds, plug the modem back in. The lights will begin to flash during the reboot sequence.
- Once the modem is rebooted, move to the next device.
- Next reboot the wireless router (if you have one).
- Unplug the router.
- After 30 seconds, plug the router back in. The lights will begin to flash during the reboot sequence.
- Once the router is rebooted, move to the next device.
- Finally reboot the computer or laptop plugged into the router or modem.
Bypass Your Router
If you have a router between your computer and your modem, try bypassing it.
- If your computer has an Ethernet cable connecting it to the router:
- Disconnect that Ethernet cable at the router.
- Disconnect the Ethernet cable at the modem that connects to your router.
- Plug the free end of the Ethernet cable from your computer directly into your modem.
- Launch your web browser on the computer and see if you can navigate the Internet.
- If this process works, there may be an issue with the router.
- If your computer does not have an Ethernet cable connecting it to the router:
- Find the Ethernet cable connecting the modem to the router.
- Disconnect that cable from the router.
- Plug the free end of the Ethernet cable into the Ethernet port on your computer or laptop.
- Launch your web browser on the computer and see if you can navigate the Internet.
- If this process works, there may be an issue with the router.
If you identify there may be a problem with the router, reconnect the Ethernet cables as before and complete the instructions under the Reboot Your Devices heading above.
Contact Customer Support
If you still cannot access the Internet, contact us for assistance. Be sure to tell the representative what troubleshooting steps you have already tried.