Troubleshooting your Internet connection
Before calling our support line, try these easy tips to get back online ASAP. If you've tried everything and are still experiencing Internet connection problems, it's time to call us at 1-800-214-9060 or email us at [email protected]. Residential service hours are Monday - Friday 9:00 am - 5:00 pm and a technician will be in contact by the next business day.
- Is the wifi router (see picture) plugged in, turned on and getting power?
- Is your power brick (see picture) plugged in, turned on and getting power?
- Are all the connections tight and secure?
- Are all the cords and cables connected to the correct port or outlet (see picture)?
- Unplug your router’s power cord from the wall outlet for at least 20 seconds and then plug it back in.
- Wait 2 minutes for the router to finish its restart.
- If service still isn’t working unplug the power brick from the wall outlet for 20 seconds and plug it back in.
- Wait 2 minutes for the connection to establish.
- Power off and restart your computer (or device).
- Wait 2 minutes before trying to access the Internet.
If you can browse the Web with your laptop, but can't connect with your smartphone or another PC, check the problem device's network settings. Go to your wifi settings and make sure wifi is enabled and that you are connected to the proper SSID using the correct security password. Make sure Airplane Mode is disabled.
Check for spyware, viruses, and malware. These programs are easily downloaded and installed, without your knowledge, while you're surfing the Web. They can run undetected and have a significant impact on your Web surfing speed and overall system performance.
If you're using an older model, you may want to consider upgrading to a newer, more powerful router, especially if you have multiple client devices vying for bandwidth.
If you've tried everything and are still experiencing connection problems, it's time to call us at 1-800-214-9060 or [email protected]. Residential service hours are Monday - Friday 9:00 am - 5:00 pm. A technician will be in contact by the next business day.
