Before contacting us, we recommend taking the steps below to check your internet connection.
Check whether your WiFi is working on other devices. If you are testing your WiFi on your smartphone, try connecting a different phone, a computer/laptop or ipad to the WiFi instead. If the problem is limited to one device, follow the steps here.
Check whether all your cables are plugged in properly. Refer to the installation guide here to ensure that the modem and router are connected to the correct power adapters. One end of the ethernet cable should be connected to the modem’s LAN port and the other end should be connected to the router’s blue WAN port.
Unplug your modem and router. Unplug the power cable on both your Wi-Fi modem and router. Make sure all the lights on the equipment are turned off once you have unplugged it. Wait 10 minutes. Plug your modem and router back into the electrical outlet. Please wait about 2 minutes to allow your devices to reconnect to the Wi-Fi network. This solves 95% of all issues.
If none of these tips have worked, reach out to our customer experience team via chat and an agent will help resolve the issue.