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If you’re experiencing connection issues on your wireless home network, here are a few steps to try prior to contacting our technical support team.


Check signal strength on devices

If you know your wireless network name (SSID), check to see if it is broadcasting a signal, by connecting to it with a wireless device to see if you are seeing “bars of service” to indicate connectivity.


Physical connections

Ensure all cables are securely connected to back of the router. The telephone (RJ45) cable must be connected to the ‘phone’ port.


Check the modem

Verify the DSL light is on and solid. This means the Internet signal is reaching your modem. 


If the DSL light is off, ensure the cables are fully connected to the modem and proceed to the next step.


Refresh the connection

Reboot the modem by completely disconnecting the power for 10 seconds. This is a great step to try when troubleshooting any connection issues.


Wait for the DSL light to turn on solid green, and test the Internet. If the DSL light is off, and you’ve checked all of the physical connections, contact our technical support team for assistance.


Test a wired connection

If the DSL light is on and you are still not able to connect after rebooting the modem, connect a computer to the modem using an Ethernet (Cat5) cable and test the connection. If connection works using Ethernet, the issue is with the wireless signal, and you can proceed to the next step.


If you are still unable to connect using an Ethernet cable, contact our technical support team.


Check for wireless disturbers

Ensure there’s nothing blocking the modem. This includes items placed on top or in front of the router. Your modem should also be kept away from microwaves.


Factory reset modem

Insert a pin into the ‘reset’ hole on the back of the modem for about 10 seconds or until the light begins to blink.


Note: This will erase your wireless network settings, which will need to be reconfigured on the modem and reconnected on all devices.


Reconfigure wireless network

Steps to set up your home wireless network can be found at


Contact Us

If you continue to experience issues after running through the above steps, please contact us here.


WiFi Explained

For further information on WiFi performance, speed, and coverage visit our support articles on

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Last update:
‎11-16-2017 07:09 PM
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