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Internet Troubleshooting

• I don’t have internet access.

If you don’t have an internet connection, first you must check how service is being provided to your device. If you use a router, make sure it is powered on. The two possible methods of service are wired and wireless.

If you have a wired connection, please make sure that the Ethernet cable is connected to both your router and your device. If you do not use a router then the Ethernet cable will be connected to your ONT (rectangular white box). Check to make sure there are no breaks in the cable and the ends are undamaged.

If you have a wireless connection, please check to make sure you are connected to the correct wireless network. If you have a windows computer, the network settings can be viewed by clicking on the signal bars in the bottom right-hand corner. On a mac, the signal bars are on the top right-hand corner. On a mobile device (phone/tablet) the signal bars are at the top of the home screen.

If you are connected correctly, and you still have no internet access, please check your network connections. If your connections say limited or local only, then you may need to reboot the router and the ONT

• My internet is slow.

If you are experiencing slow internet speeds, please check our troubleshooting guide for slow speeds here.

• I don’t see my wireless network.

If you do not see your wireless network, you may not be within range. Most homes should be able to be covered by a single router, but sometimes that is not the case depending on where the router is located and the size of the home.

If you are within range of the router, but still cannot see the network, it is possible that your router is not turned on. Check to make sure that the router is plugged in and WiFi is turned on. Most routers will have a light on the front or top indicating that wireless broadcasting is active.

If the router is on and it is broadcasting but you still cannot see your network, please connect to the router using a wired device and log in to the router settings and check to make sure that your network is not ‘hidden’. A hidden network is one that you can connect to but will not show up when devices search for it. Hidden networks require you to manually enter the network name to connect to them.

• I don’t know my wireless password.

With many routers, there is a sticker on top of or underneath the router that has the network name and password listed.

If your router does not have a sticker, you can still find the password. If you are currently connected to your wireless network and using windows 8 and above, by right clicking on the network name and clicking View connection properties, you can see the wireless password.

On MAC, you simply need double click the network you are connected to and you can see the password there.

If you are not connected to the network, and you do not know the password, then you may need to connect to the router using and Ethernet cable and login to the router to check or reset the password.

• I seem to lose internet connection often and reboot my router frequently.

When you go to watch a recorded show, if you do not see any of your recordings or the DVR reads ‘100% full’, you may need to reboot the DVR. If you have whole home DVR, also known as WHDVR, the box you are trying to watch the recordings on may not be the DVR unit.

Once the DVR unit has been rebooted, if you are still unable to see the recordings or it is showing 100% full, check the recordings on the DVR unit itself. Sometimes the recordings will show up on the DVR but not on the other units.