How can we help?

If your internet feels slower than usual, try these steps:

1. Restart your router: Unplug it from the power source, wait 30 seconds, and plug it back in.
2. Check your connection type: Are you on Wi-Fi? Try connecting a device directly to the router using an Ethernet cable to see if speeds improve.
3. Move closer: If using Wi-Fi, ensure you have a strong signal. Thick walls and electronics can interfere.
4. Check background usage: Make sure no devices are performing large downloads or updates.

If the issue persists, please contact our support team.

Follow these steps if your devices cannot find or connect to your Wi-Fi network:

1. Ensure the Wi-Fi feature on your device is turned on.
2. Check if the router is powered on and the WLAN/Wi-Fi light is glowing green.
3. Forget the network on your device and try reconnecting with the correct password.
4. Restart your router and your device.

A red light (typically the LOS or Internet light) indicates that the router is not receiving a signal from our network.

1. Check the fiber cable connected to the back of your router to ensure it hasn't been bent sharply or disconnected.
2. Check if there is a known network outage in your area on our Network Status page.
3. If the cable is secure and there is no outage, please open a support ticket or call us immediately as a technician may need to inspect the line.

A simple restart can fix many connectivity issues. Here is the proper way to do it:

1. Locate the power cable connected to the back of your router.
2. Unplug the power cable from the router or turn off the wall switch.
3. Wait for exactly 30 seconds.
4. Plug the cable back in or turn the switch back on.
5. Wait about 2-3 minutes for the router to fully boot up and all lights to stabilize.

If you've forgotten your Wi-Fi password:

1. Check the back or bottom of your router. The default password is often printed on a sticker.
2. If you changed the password and forgot it, you can reset the router to factory defaults by pressing and holding the hidden "Reset" button with a pin for 10 seconds. (Note: This will erase all custom settings).
3. Alternatively, contact our support team to reset it remotely for you.