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Your WiFi's out! What now?

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Handy tips for troubleshooting your home WiFi connection
Home internet connections are faster, more powerful, and more reliable than ever.

But when you are working with several different devices connected to your home internet WiFi, there’s a lot of sophisticated high-speed equipment and technology at play. With that comes more opportunities for interruptions beyond your, or your internet service provider’s (ISP) control, which can cause devices to stop “talking” to your modem and/or router.

And, while this is rare, it can be frustrating. So, the best thing to do is be prepared and know what to do if a WiFi interruption does occur so that you can restore your connectivity quickly.

Below are some ways to troubleshoot your WiFi and steps you can take to get your connection back up and running again.

1) Easy, quick DIY fixes.

a) Make sure your modem is plugged in. Sometimes you can walk across the power cord and unplug it, or a dog can trip the wire, so ensure that your modem is properly plugged up to an electrical outlet so that it has power.

b) Turn the modem/router off and on. The old cliché of “have you turned it on and off yet?” isn’t much of a joke at all. In fact, it proves to be one of the best troubleshooting practices out there today. It’s very possible that the internet connection to your home is fine, but the modem/router isn’t working properly. So, if you are unable to connect to your WiFi, simply turn your modem/router off (or unplug it) for about 20 seconds and then back on again. SPECIAL TIP: DO NOT hit the reset button. This will reset your equipment settings and could lead to further complications and longer delays with your connection. Check out our video!


c) Confirm that your devices have WiFi turned ON. You can check this by going to the network settings on your device(s). If it is “on” and you are still unable to connect, turn your WiFi connection on your device(s) off and back on again, and try reconnecting again.

2) Check for internet outages in your area.
Oftentimes there can be brief outages in certain neighborhoods or areas of town where you live. These can be caused by several things, such as weather, utility company maintenance or damaged service poles. So, if your WiFi suddenly goes down, visit your ISP’s website or social media page—if they are experiencing outages, they will most likely have posted a message online to inform you of the issue and when you can expect your internet services to be restored.

3) Have you moved or installed new equipment?
When you move or install new equipment, it can cause service interruptions. So, if you’ve moved homes, bought new equipment, or moved your equipment from room to room and your WiFi is experiencing interruptions, the best thing to do is call your ISP’s technical support line. They will be able to help you troubleshoot the problem and get you back up and running in no time!

4) Double-check that you’ve paid your bill.
If you’ve overlooked a bill payment, sometimes that can trigger an automatic disconnect. Make sure that your most recent bill has been paid on time to avoid service interruptions. If you accidentally skip a payment, your ISP will get your service back up and running quickly once you pay your bill. A great way to remove this worry altogether is to sign up for automatic billing so you take remembering out of the equation! Wanting to set up auto-pay? Visit the billing page on our website for more information on how to set up your account.


Solutions to WiFi complications are typically quite easy to resolve, but if you still need support, we are here to help 24/7 with technical support—ready to resolve all your internet issues — just call 888-659-6009 or visit our Online Help Center by clicking here.

We mean it when we say we’re Right by You®, and your internet connection!

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