Troubleshooting:
Loss of internet connection can stem from a number of things. Please complete the following steps prior to calling Technical Support.
Step 1: Check for outage and maintenance notifications
We will attempt to contact all customers affected by known outages or maintenance windows. Please log in to your SmartHub account to check for notifications and to ensure your contact information and notification settings are up-to-date.
New York Customers: Log in here
All Other Customers: Log in here
Step 2: Make sure your payments are up-to-date
Late payments can cause a disruption to your service. Check your account status by logging in to your SmartHub account.
New York Customers: Log in here
All Other Customers: Log in here
Step 3: Do you have power?
A power outage or lack of power to the Modem and ONT will cause internet connection issues. If so, please wait until your power is restored and then check your internet connection again.
Step 4: Check the Modem Lights
Locate the modem lights (typically near the power button) and observe their status.
- Is the Power Light on?
- No light: Ensure the power outlet is functional. If the outlet is working, power cycle the modem my unplugging it for 30 seconds and then plug it back in.
- Still no power? Please contact our technical support team at 855-891-7291 for further assistance.
Step 5: Power Cycle the Modem
- Restart your modem by unplugging it from the power source, waiting 30 seconds, and then plug it back in.
- If the fiber connection light remains off, please reach out to our technical support team at 855-891-7291.
Step 6: Check Your Connections
Verify that your modem is properly connected to your router using an Ethernet cable.
- No signal detected?
- Ensure the Ethernet cable is securely plugged in at both ends.
-
- Try using a different Ethernet cable or testing with another device to determine if the issue persists.
If the above items did not resolve your issue...
If the above steps did not resolve your issue, please reach out to our Technical Support team for further assistance.
