Step-by-Step Instructions: Internet Troubleshooting

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Internet Troubleshooting

Find basic troubleshooting steps to help you get your Internet working properly.

   

Intermittent connection

  1. Verify that one end of the coaxial cable is securely connected to the wall outlet and the other end is securely connected to the modem. 
  2. Verify that the power cord is securely connected.
  3. Verify that one end of the Ethernet cable is securely connected to the modem's Ethernet port. Verify that the other end is securely connected to the computer's Ethernet port.
  4. If using a router, verify that the Ethernet cable is securely connected to the router's Internet, WAN or modem port.

There are two methods for resetting your modem while troubleshooting. It is recommended that the "Refresh your modem/router" method be completed first. Then, if your modem still will not connect, try the "Reboot your modem/router manually" method.

Refresh your modem/router:

  1. Sign in to My Account.
  2. Locate Activate and Troubleshoot Services on the main screen.
  3. Select the Troubleshoot tab. 
  4. Select Internet from the "Which service are you having an issue with?" dropdown.
  5. If you have more than one modem, click the Troubleshoot button for the appropriate modem.
  6. Select a symptom from the list.
  7. Select the Reset My modem button.

 

Reboot your modem/router manually:

  1. Reset your modem by unplugging the power cable from the modem (and the router if you are using one).
  2. Wait approximately one minute for the modem to reset.
  3. Plug in your modem first, and then your router. If you are using a router, allow about two minutes for the router to "sync" (i.e., reconnect) with the modem.
  4. Wait for lights to stop blinking on the modem (and wireless router if you have one).
  5. If you are connecting via wireless, make sure you’re within range of your wireless router and that the wireless connection on your computer is turned ON.
  1. If the issue persists after completing troubleshooting, please contact us.

No connection

  1. Verify that one end of the coaxial cable is securely connected to the wall outlet and the other end is securely connected to the modem. 
  2. Verify that the power cord is securely connected.
  3. Verify that one end of the Ethernet cable is securely connected to the modem's Ethernet port. Verify that the other end is securely connected to the computer's Ethernet port.
  4. If using a router, verify that the Ethernet cable is securely connected to the router's Internet, WAN or modem port.

There are two methods for resetting your modem while troubleshooting. It is recommended that the "Refresh your modem/router" method be completed first. Then, if your modem still will not connect, try the "Reboot your modem/router manually" method.

Refresh your modem/router:

  1. Sign in to My Account.
  2. Locate Activate and Troubleshoot Services on the main screen.
  3. Select the Troubleshoot tab. 
  4. Select Internet from the "Which service are you having an issue with?" dropdown.
  5. If you have more than one modem, click the Troubleshoot button for the appropriate modem.
  6. Select a symptom from the list.
  7. Select the Reset My modem button.

 

Reboot your modem/router manually:

  1. Reset your modem by unplugging the power cable from the modem (and the router if you are using one).
  2. Wait approximately one minute for the modem to reset.
  3. Plug in your modem first, and then your router. If you are using a router, allow about two minutes for the router to "sync" (i.e., reconnect) with the modem.
  4. Wait for lights to stop blinking on the modem (and wireless router if you have one).
  5. If you are connecting via wireless, make sure you’re within range of your wireless router and that the wireless connection on your computer is turned ON.
  1. If the issue persists after troubleshooting, please contact us.

Reboot modem

There are two methods for resetting your modem while troubleshooting. It is recommended that the "Refresh your modem/router" method be completed first. Then, if your modem still will not connect, try the "Reboot your modem/router manually" method.

Refresh your modem/router:

  1. Sign in to My Account.
  2. Locate Activate and Troubleshoot Services on the main screen.
  3. Select the Troubleshoot tab. 
  4. Select Internet from the "Which service are you having an issue with?" dropdown.
  5. If you have more than one modem, click the Troubleshoot button for the appropriate modem.
  6. Select a symptom from the list.
  7. Select the Reset My modem button.

 

Reboot your modem/router manually:

  1. Reset your modem by unplugging the power cable from the modem (and the router if you are using one).
  2. Wait approximately one minute for the modem to reset.
  3. Plug in your modem first, and then your router. If you are using a router, allow about two minutes for the router to "sync" (i.e., reconnect) with the modem.
  4. Wait for lights to stop blinking on the modem (and wireless router if you have one).
  5. If you are connecting via wireless, make sure you’re within range of your wireless router and that the wireless connection on your computer is turned ON.

Slow browsing

Leaving your computer powered on and allowing it to sleep when not in use has the potential to cause slow browsing. Sometimes, simply restarting your computer can resolve this issues.

  1. Locate and click Restart (usually positioned near the computer's Shut Down option).
  2. Once your computer has restarted, open an Internet browser.
  3. Test your Internet connection by going to at least two websites.
  1. Verify that one end of the coaxial cable is securely connected to the wall outlet and the other end is securely connected to the modem. 
  2. Verify that the power cord is securely connected.
  3. Verify that one end of the Ethernet cable is securely connected to the modem's Ethernet port. Verify that the other end is securely connected to the computer's Ethernet port.
  4. If using a router, verify that the Ethernet cable is securely connected to the router's Internet, WAN or modem port.

There are two methods for resetting your modem while troubleshooting. It is recommended that the "Refresh your modem/router" method be completed first. Then, if your modem still will not connect, try the "Reboot your modem/router manually" method.

Refresh your modem/router:

  1. Sign in to My Account.
  2. Locate Activate and Troubleshoot Services on the main screen.
  3. Select the Troubleshoot tab. 
  4. Select Internet from the "Which service are you having an issue with?" dropdown.
  5. If you have more than one modem, click the Troubleshoot button for the appropriate modem.
  6. Select a symptom from the list.
  7. Select the Reset My modem button.

 

Reboot your modem/router manually:

  1. Reset your modem by unplugging the power cable from the modem (and the router if you are using one).
  2. Wait approximately one minute for the modem to reset.
  3. Plug in your modem first, and then your router. If you are using a router, allow about two minutes for the router to "sync" (i.e., reconnect) with the modem.
  4. Wait for lights to stop blinking on the modem (and wireless router if you have one).
  5. If you are connecting via wireless, make sure you’re within range of your wireless router and that the wireless connection on your computer is turned ON.
  1. Sign in to My Account.
  2. Select the My Internet tab.
  3. Click the + Take a Speed Test button.
  1. In your browser settings, check the size of your cache/disk space to use for temporary Internet files.
  2. The recommended disk space to use for your cache/temporary Internet files is 50-250MB. Increasing the size of your cache/temporary Internet files may improve the speed of your back button and the display of graphics and banners.
  1. If the issue persists after completing troubleshooting, please contact us.