Internet vs. Wi-fi
The first thing to figure out is if the issue you are having has to do with the actual internet service that we provide (either Fiber or DSL) or the wi-fi service. Think of the internet as the big invisible entity, the wide area network (WAN) that has all the content you could think of. You can connect to the internet on many devices from computers, TVs, phones, tablets, smart devices, etc. Wi-fi is the vehicle that takes you to the internet, the local area network (LAN) that allows your devices to access and connect to the larger internet via a router.
Things to check first
GFI (or GFCI): Check your Ground Fault Circuit Interrupter. These outlets can sometimes become tripped for various reasons. Make sure it’s working properly first. You can hit the “reset” button and test it out.
Power Supply: The power supply is used as a backup power source for the fiber equipment in case the power goes out at your home. It will also keep your phone service up if the power goes out, for about eight to twelve hours. You either have the old model (off-white color) or the new model (black).
Newer model
Check that it is connected properly. There are 3 possible locations of disconnections on this model.
Next, check the lights. If you see 1 green light on, then your power supply is working properly and service is running on power. If you see 2 green lights on then it means your service is on back-up power – this is an indicator that the power supply may have become unplugged, the switch may have tripped or your power may be out. If you see a red light and/or it’s beeping then that means the battery is dead and needs to be replaced, however your service should still be working.
Older model
On this model, if you see two green lights it means it’s working properly and your service is running on power. If you see one green light and an amber light then it means your service is on back-up power – this is an indicator that the power supply may have become unplugged, the switch may have tripped or your power may be out. If you see a third light that is red, it means your battery is bad and needs to be switched out, however your service should still be working.
Router
A general rule of thumb on routers is that you may want to be switching them out about every 5 years or so. A thing you want to always try when your Wi-Fi is out is to power cycle the router. To do that, all you do is unplug the router from the wall for about 30 seconds and then plug it back in – this will reboot the router and usually solves your Wi-Fi issues. It is important that you do not hit the tiny “reset” button – this will restore the Factory Default settings and then we will have to come out to reconfigure it on our end at that point.
Another thing you should try if you are unsure whether you are having an internet issue or a Wi-Fi issue is to bypass the router. What you need to do is disconnect the ethernet cord from the router (the cord coming from the ONT) and connect it right into your device (computer, laptop, etc.) – if you are getting good/correct speeds when doing this, then the issue might be with the router or Wi-Fi.
It is recommended to benefit from our Managed Wi-fi service that includes our tech support. We manage your network and save you the trouble of dealing with your router. Our techs are able to monitor your router remotely and able to see any potential issues that could arise and give you that piece of mind. Truck rolls are included with this service if needed and any replacement of devices. Ask us about this service!