My internet is not working, what can I do to fix this?
There are many factors that could play into why your internet is not working. Many of which are easily resolved by following the simple troubleshooting steps below.
Step 1: Ensure that there is power going to your modem and/or router. If you do not have a power outage, make sure the power cords for the devices are plugged in to a functioning power outlet and that the outlet is not connected to a switch that might be turned off.
Note: To see if there is an outage in your area, please call 1-877-692-2253 and enter your phone number/ account number. If there is a temporary service outage in your area, you will hear an announcement regarding it at that time.
Step 2: If you have moved your modem or router to another location, move it back to the original installation outlet. Keep in mind that high speed services are set up to work on the outlet they were originally installed on. If you have relocated your equipment to another outlet, it may not work.
Step 3: If you have Sparklight TV service, check to see whether it is working. If both are not working, please call for support. If it is working, please go to Step 4.
Step 4: Check for other disconnected wires. Make sure the Ethernet cable connection to your modem (and the connection between your modem and router, if applicable) is not loose or accidentally unplugged.
Step 5: Reboot your cable modem or your phone modem. This step usually is necessary to reestablish a connection after a recent problem. Instructions can be found here.
Step 6: Reboot your router. Unplug the power from the router for 5 seconds, and plug it back in. It should take about 30 seconds to reboot.
Step 7: Reboot your computer. This step can resolve a wide variety of issues.
Please click here for help retrieving your wireless passphrase/passcode/key.
If you are still experiencing issues after you have followed these steps, please call our technical support team for further assistance at 1-877-692-2253.
Note: If there is a splitter between your wall outlet and the modem, you can remove the splitter, connecting the modem directly to the wall outlet. If the signal reaching your modem is weak, removing a splitter will increase the strength. Removing a splitter may only be a temporary solution, especially if that splitter is connected to your TV as well or was installed by a Sparklight technician.