Before reading this article, try our self-service troubleshooting tool.
There are three possible reasons you cannot connect: Modem issues, physical link issues, and end user device issues. Here we will help you troubleshoot possible modem or physical link issues.
- Turn off the modem. Wait 5 seconds and turn it back on, then wait about two minutes for the system to fully restore before trying to get online again. If this does not help, or you find you need to do this on a regular basis, continue reading or call our office for assistance. DO NOT INSERT OBJECTS INTO THE RESET PINHOLE.
- Check the lights and cords on the modem.
- Make sure your modem has adequate ventilation. Do not stack materials on your modem or place it on top of your computer where it may overheat. If you believe your modem may have overheated, give it adequate ventilation where it won’t get hot, wait 5 minutes and try again.
- Run several speed tests. After running 5 to 10 speed tests you should have gotten consistent results comparable to the speed you are paying for. If you did not get consistent results, there is likely a physical link issue; please call our office for assistance. The speed test also stores a history of all tests performed so the technicians can review them if you don't recall the results.
Still not working? Please call our office for assistance.