Fix Internet Problems - First Steps

If your internet-connected device is not working properly: slow speeds, intermittent connectivity or total loss of internet, one of the first things you should try is to reboot your equipment.

Most of our customers have two devices that work in tandem to provide internet to the home: a modem or radio and a wireless router. In most cases, the wireless router is inside the house and the modem or radio (which varies based on location) is outside the house. The power adapter for your router should be close to the power adapter for your device outside.

Reboot your router

Most of the time, customers only need to reboot their router to smooth out any internet-related problems. To reboot your router, simply unplug it for 20-30 seconds, then plug it back in. Depending on your router, it may take over 2 minutes to fully boot up.

Note: please do not press the ‘reset’ button on your router. This will remove any configurations, and may cause you to lose internet access completely.

If this does not resolve your issue, try rebooting both your modem / radio and router.

Reboot your router and ISP device

The proper procedure for rebooting your internet equipment:

  • Unplug the power adapters for your wireless router and your modem / radio
  • Wait 20 seconds
  • Plug in your modem / radio power adapter
  • Wait 30 seconds
  • Plug in your router

Once your router boots back up, verify that things are working properly. If not, there are a couple of other things you can check.

Test the internet on other devices

If you have more than one internet-connected device in your home, try using the internet from another device. If the internet is working on a different device, try rebooting the device you were having trouble with.

Test with a wired device or move closer to your router

If you are having trouble with WiFi, try testing the internet from a device that can plug into the router, such as a laptop or desktop computer, or a gaming system. If you do not have the means to connect a wired device to your router, try moving your device closer to the router and see if the behavior still continues. Proximity and obstacles are two important factors that can affect how well your internet does or doesn’t work while connected to your WiFi.

If you've tried these steps and you’re still having problems, please contact us for further assistance.

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