Troubleshoot your Modem or Gateway
Having trouble with your connection at home? It’s probably an easy fix. We’ll walk you through the process of troubleshooting your modem or gateway to resolve your issue.
Check the Power Source
If there are no lights lit up on your modem or gateway, make sure that you have power in the connected electrical outlet. Don't forget to check any switches or circuit breakers that the outlet may be connected to.
Reboot or Reset the Modem or Gateway
“Did you try unplugging it and plugging it back in?” We know, you’ve heard this a thousand times before, but it really is the most effective method for troubleshooting modem-related issues. If the lights on the modem or gateway are functioning properly, try restarting it manually by following these steps:
- Unplug the power cord from the electrical power outlet.
- Wait one full minute.
- Plug the power cord back into the modem or gateway and it should automatically come back online.
You can also sign in to My Account to send a reset signal to your modem or gateway. If possible, we advise you to first reboot your equipment by physically unplugging your modem and plugging it back in as this solves the majority of connectivity issues.
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