Frequently Asked Questions

  1. What do I do if my internet is not working?

    1. Check to make sure all the cables are plugged in correctly and there is power to the devices. This is a basic step and easy to overlook, but it is a very common problem and typically an easy one to fix.

    2. Check your router. If your router has power, first try power cycling it. Unplug or power off your router for 15-30 seconds and then plug it back in or power it back on. Once it has finished its reboot cycle, check for an internet connection again. If still no internet, proceed to the next step. 

    3. Check the lights on your router. This will vary depending on the manufacturer and model, but typically there are lights for the following: power, 2.4 GHz wifi, 5 GHz wifi, WAN (internet connection), and LAN connection. Please consult your product manual if you are not sure about the lights, or if your router does not have lights. If the power is on, and your 2.4 GHz and/or 5 GHz wifi lights are not lit, that could indicate a problem with the router, router configuration, or the wifi could be off. Some routers have a button that disables the wifi. If the WAN (internet connection) light is not lit, proceed to the next step.

    4. Check to make sure the cable plugged into the WAN port is plugged in securely, follow it back to the wall or the black power supply (sometimes it is white) to make sure any connections in the cable are connected securely. The power supply should look similar to this.   If you have a surge protector inside the house that looks like this , take it out of the equation by bypassing it. Ensure the cable coming out of the router is only plugged in to the LAN port of the power supply. If you have any questions or are unsure about any instructions in this step, please stop and contact us. If you still have no internet connection after bypassing the surge protector, please contact your installer or submit a help ticket. If you have internet again after bypassing the surge protector, you can purchase a new one here.