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Troubleshooting Internet Connection

Last Updated: December 10, 2018

 

Fiber-to-the-Home Customers

  1. Verify that your device is connected to your wireless router or is properly plugged into the Ethernet port. If you are unable to see or connect to your WiFi, chances are there is an issue with your router.
  2. If you are able to connect to your WiFi but still not able to browse the Internet, check the lights on your router. Most routers have lights indicating whether the router is connected to the Internet. If there are no lights on your router, check the power supply is plugged in properly. Reboot the equipment if necessary.
  3. Check the lights on your battery backup. The battery backup is usually located next to your router or in a utility room. The battery backup should have solid green lights indicating that it is receiving power and operating properly. If your battery backup does not have a solid green light, please contact us to continue troubleshooting.
  4. If the connection issue does not subside, give us a call at 877-982-1912, 24 hours a day 7 days a week.

 

Wireless Internet Customers

  1. Verify that your device is connected to your wireless router or is properly plugged into the Ethernet port. If you are unable to see or connect to your WiFi, chances are there is an issue with your router.
  2. If you are able to connect to your WiFi but still not able to browse the Internet, check the lights on your router. Most routers have lights indicating whether the router is connected to the Internet. If there are no lights on your router, check the power supply is plugged in properly. Reboot the equipment if necessary.
  3. Check the lights on your power injector. The power injector is a small black box with two cables plugged into it and is usually located next to your router. The power injector should have a solid white light indicating that it is receiving power and operating properly. If your power injector does not have a solid white light, verify that it is plugged in properly. Reboot the equipment if necessary.
  4. If the connection issue does not subside, give us a call at 877-982-1912, 24 hours a day 7 days a week.

 

 

DSL Internet Customers

  1. Verify that your device is connected to your wireless router or is properly plugged into the Ethernet port. If you are unable to see or connect to your WiFi, chances are there is an issue with your router.
  2. If you are able to connect to your WiFi but still not able to browse the Internet, check the lights on your router. Most routers have lights indicating whether the router is connected to the Internet. If there are no lights on your router, check the power supply is plugged in properly. Reboot the equipment if necessary.
  3. Check the lights on your modem and verify that it is receiving power. Reboot the equipment if necessary.
  4. If the connection issue does not subside, give us a call at 877-982-1912, 24 hours a day 7 days a week.

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