Step-by-Step Instructions: Internet Troubleshooting

Intermittent connection
No connection

Verify connections

1. Verify that the end of the fiber cable is securely connected to the ONU’s (Optical Network Unit) PON.
2. Verify that the power cord is securely connected.
3. Verify that one end of the Ethernet cable is securely connected to the modem’s Ethernet port. Verify that the other end is securely connected to the computer’s Ethernet port.
4. If using a router, verify that the Ethernet cable is securely connected to the router’s Internet, WAN or modem port.

Reboot your modem/router

1. Reset your modem by unplugging the power cable from the modem (and the router if you are using one).
2. Wait approximately one minute for the modem to reset.
3. Plug in your modem first, and then your router. If you are using a router, allow about two minutes for the router to “sync” (i.e., reconnect) with the modem.
4. Wait for lights to stop blinking on the modem (and wireless router if you have one).
5. If you are connecting via wireless, make sure you’re within range of your wireless router and that the wireless connection on your computer is turned ON.

Contact us

If the issue persists after completing troubleshooting, please contact us.

Slow browsing

Restart your computer

Leaving your computer powered on and allowing it to sleep when not in use has the potential to cause slow browsing. Sometimes, simply restarting your computer can resolve this issues.

1. Locate and click Restart (usually positioned near the computer’s Shut Down option).
2. Once your computer has restarted, open an Internet browser.
3. Test your Internet connection by going to at least two websites.

Test your speed

To test your speed click here.

Check for viruses

If you have any viruses or unnecessary software running in your computer’s background, it may reduce the amount of processing power and speed available for data from the internet.

To discover whether you have a virus installed on your computer, install anti-virus software (if you don’t already have it) and run a full system scan.

Check for updates
  • Age of your computer: Some older devices may need additional memory to get the best speeds.
  • Distance: The speed you experience is affected by the distance from your computer to a website, as well as the path, speed and capacity of the website’s connection to your network.
  • Obstructions: Where is your Wi-Fi gateway located? Walls containing studs, metal pipes and glass surfaces can all cause noticeable slowdowns.
  • Popular websites: The problem may not be on your end. It could be the result of an overloaded website.
  • Software: Your computer might need updated software, such as an operating system patch.
Check cache size

1. In your browser settings, check the size of your cache/disk space to use for temporary Internet files.
2. The recommended disk space to use for your cache/temporary Internet files is 50-250MB. Increasing the size of your cache/temporary Internet files may improve the speed of your back button and the display of graphics and banners.

Contact us

If the issue persists after completing troubleshooting, please contact us.