If you're having trouble with your internet connection, here are some steps you can take to troubleshoot the issue:

1. Restart your modem and router: Unplug both devices, wait for about 30 seconds, then plug them back in. This can resolve many connection issues.
2. Check cables: Ensure all cables are securely connected to your modem, router, and wall outlet. Look for any visible damage to the cables.
3. Test your connection: Use a device to check if the issue is affecting all devices or just one. If only one device is having issues, try reconnecting it to the network.
4. Check for outages: Text 'OUTAGE' to 888-975-4258 to inquire about a service outage in your area.
5. Contact customer service: If the problem persists, contact our customer support team for further assistance.

Several important factors, including modem placement, the hardware used, the router firewall, and the number of devices used simultaneously, could significantly impact the quality and reliability of Internet speeds and Wi-Fi connection in the home. Follow these easy tips to optimize your internet and Wi-Fi performances:

• Modem/router Placement: To get a quality signal across the house, place it in a central location, visible, not inside or behind the cabinet, off the floor, and away from any other equipment that might interfere with the signal, such as microwave ovens, Bluetooth speakers, or other electronic devices.
• Modem/router Capability: If you use your own router, it must be able to deliver multi-Gbps Wi-Fi speeds. Outdated equipment and firmware can slow down connections.
• Hardware Limitation: The type of hardware, device age, operating system, network interface card (NIC), and other applications running on the device all affect the speeds. Mobile phones and tablets typically have less sophisticated Wi-Fi antennae than larger devices like laptops which can negatively impact their speed. Customers must have Wi-Fi 6E or Wi-Fi 6-enabled equipment to experience the fastest speeds.
• Wired Connection
  • Ethernet cables must be Cat6 or greater.
  • 10G switch/router to support their subscribed 2 Gbps or 5 Gbps speed plan.
  • Most devices (e.g., gaming devices, laptops) max out at 1 Gbps. Customers would need to use an Ethernet adapter or a USB that could reach 2 Gbps or 5 Gbps speed.

• Wireless Connection
  • Stay within range of the router. The closer you are, the better Wi-Fi signal received. Additional routers might be needed to provide Wi-Fi coverage to the entire home.
  • Avoid interference from other Wi-Fi-enabled devices like microwave ovens and cordless phones.
  • No walls or other solid objects are blocking their Wi-Fi signal.