Internet & Wifi Troubleshooting Tips
If you’re having trouble with your internet connection, the first step in troubleshooting is to reboot your modem. This can often solve many common issues with the connection. To reboot your modem, unplug the power cord from the back of the modem or unplug it from the wall, wait 30 seconds, and then plug the power cord back in. Wait for the modem to fully reboot before trying to use the internet again. This can take a few minutes. Please do not call customer care before performing the reboot as a reboot will need to be completed prior to receiving support.
Please do not move your WiFi pods as this can cause connectivity issues. The placement of the pods is optimized by our technicians during installation for optimal signal strength and coverage.
The receive light on your modem should be steady and indicates the downstream signal has been confirmed. If the receive light is blinking it indicates a problem.
- Check all the cables and make sure they are secure.
- Unplug the power cord from the modem, wait 30 seconds, then plug it back in.
- Wait for the power, send, receive, and online lights to go steady.
- Connect one end of the coax cable to the cable outlet, and the other end to the back of your modem.
- Connect the power adapter to the back of the modem, and plug the other end into the wall outlet.
- Connect your PC by plugging the Ethernet cable* into the back of the modem, and then plug the other end into the network card in your PC.
*Only use Ethernet or USB Cable; not both. For more information on connecting using USB, please reference the modem’s driver disc.