Troubleshooting page

Here are 6 quick solutions for your everyday internet needs.

Reset your reset.

1) Reset the fiber cable. The fiber cable should end in a green port/green connector on the back of the modem. There may be a back plate covering the port. You can remove this plate. After the plate is removed, please unplug the fiber cable, and plug it back in.

2) After you have reset the fiber cable, please press the pinhole reset button on the side of the modem. You can do so by using a bent paper clip, thumb tack, or other thin piece of metal. After you press the reset button, please wait 10-15 minutes for the equipment to finish its reset cycle.

3) While waiting on the modem to finish its power cycle, please unplug the power cable from your modem for 10 seconds then plug it back in.

If you are still having issues after this, please feel free to call in for further assistance. If there has been any digging, yard work, tree trimming, or general outside work occurring in the area around the time that service started having issues please let us know as well.

ISP Status and Outrages

Power Cycle Devices

Device Specific Issues

Wi-Fi Signal Strength

View status page

Restart your modem and router by unplugging the power, waiting for 10-15 seconds, and then plugging them back in. This can help refresh the connection.

Check if your Internet Service Provider (ISP) is experiencing outages or known issues. Visit the ISP's website or contact their customer support for information.

Test the internet connection on different devices to determine if the problem is specific to one device. If the issue is isolated, focus on troubleshooting that particular device.

Check the Wi-Fi signal strength on your device. Weak signals can result in slow or unreliable connections. Consider moving closer to the router or using a wired connection.Check the Wi-Fi signal strength on your device. Weak signals can result in slow or unreliable connections. Consider moving closer to the router or using a wired connection.

Access your router's settings and ensure that the configuration is correct. Check Wi-Fi settings, security settings, and DHCP configuration.

Check if there are firmware updates available for your router. Outdated firmware can lead to performance issues. Visit the router manufacturer's website for updates.

Router Configuration

Router Firmware Updates

Check physical connections of cables from the modem to the router and from the router to your devices (computers, gaming consoles, etc.). Ensure they are securely plugged in.

Check Hardware Connection

Interference

Firewall and Security Software

IP Address Issues

Identify and eliminate sources of interference. Other electronic devices, neighboring Wi-Fi networks, and physical obstacles can disrupt your Wi-Fi signal.

Temporarily disable your firewall or security software to check if they are causing connectivity issues. Ensure that the software is configured to allow internet access.

Use the command prompt or terminal to flush the DNS cache and renew the IP address:
ipconfig /flushdns
ipconfig /renew

Run an online speed test to check if you are getting the expected internet speed. This can help identify if the issue is related to speed or bandwidth.

Speed Test

Check Browser and Applications

Check for Malware or Viruses

Contact ISP Support

If the issue is specific to web browsing, try using a different browser. Check if the problem persists with specific applications or services.

Perform a thorough scan of your devices for malware or viruses. Malicious software can affect your internet connection and overall system performance.

If all else fails, contact your ISP's customer support. They may be able to run remote diagnostics, provide guidance, or schedule a technician to investigate the issue further.

Reset your reset.

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