support: Internet

Find answers to many of your Internet service questions right here

Common problems and their solutions

Modem Not Connecting

  1. Check lights on internet modem. Look for 4 solid lights (Power, Down stream, Up stream, Internet).
  2. Check coaxial and power cables for proper connection.
  3. Power cycle modem. Unplug the power cable and plug it back in.
  4. Re-check lights on internet modem. Look for 4 solid lights (Power, Down stream, Up stream, Internet).
  5. Test your internet connection.
  6. If issue is not resolved contact customer support.

Slow Internet Speeds

  1. Hardline your computer directly to the internet modem with an Ethernet cable.
  2. Run a speedtest with your computer in safe mode. *Run multiple speedtests from various sites.
  3. Record the time and results of the speedtests.
  4. Power cycle modem. Unplug the power cable and plug it back in.
  5. Re-check lights on internet modem. Look for 4 solid lights (Power, Down stream, Up stream, Internet).
  6. Test your internet connection.
  7. If issue is not resolved contact customer support.

Intermittent Service

  1. Check lights on internet modem. Look for 4 solid lights (Power, Down stream, Up stream, Internet).
  2. Check coaxial and power cables for proper connection.
  3. Power cycle modem. Unplug the power cable and plug it back in.
  4. Re-check lights on internet modem. Look for 4 solid lights (Power, Down stream, Up stream, Internet).
  5. Test your internet connection.
  6. If issue is not resolved contact customer support.

Modem Online but Can't Surf

  1. Check lights on internet modem. Look for 4 solid lights (Power, Down stream, Up stream, Internet).
  2. Check coaxial and power cables for proper connection.
  3. Power cycle modem. Unplug the power cable and plug it back in.
  4. Re-check lights on internet modem. Look for 4 solid lights (Power, Down stream, Up stream, Internet).
  5. Test your internet connection.
  6. If issue is not resolved, hardline your computer directly to the internet modem with an Ethernet cable.
  7. Press Window Key + R, then type CMD, then type IPCONFIG. Look for IPv4 Address.
  8. If IP address is not appearing or issue continues contact customer support.

Wifi Connection Issue

  1. Ensure computer security settings match that of the router. (Example: WPA, WPA2,WEP).
  2. Check the WiFi setting on your device is turned on.
  3. Ensure you have entered the correct WiFi password.
  4. Check the signal strength, move your device closer and test your connection again.
  5. Check the power to the WiFi router.
  6. Power cycle router. Unplug the power cable and plug it back in.
  7. Test your internet connection.
  8. If issue is not resolved contact customer support.