The thought of troubleshooting your internet might seem daunting, but we’re here to help you easily solve basic issues and maybe even guide you through some more complex problems. Let’s start simple:
Ensure there is power going to your modem and/or router.
- Check that the power cords for your modem and/or router are securely plugged into a working power outlet and not controlled by a switch that might be off. If power is still an issue, try a different outlet and bypass any surge protectors or extension cords. Still no power? Use our contact form to reach out to our 24/7 Technical Care Center — we’re here to help!
Did you recently move your modem or router to a new spot?
High-speed internet works best from the outlet where it was originally installed. If you’ve moved your equipment, please put it back to the original coaxial cable outlet. For the best signal, keep your modem in an open area, free of obstacles, and at least 10 feet from devices like copiers, microwaves and cordless phones, which could interfere with your connection.
Did you recently move your computer, tablet, or phone?
If your device is too far from your wireless modem or router, you might notice a weaker connection. Try moving your device closer to your wireless modem or router, keeping obstacles like walls to a minimum.
Check for disconnected wires
Make sure the ethernet cable connection to the modem and the connection between the modem, router or wireless access point is not loose or unplugged.
Is there is a splitter between your wall cable outlet and the modem?
Splitters can weaken your cable signal. Temporarily removing it may strengthen your connection. Even if a Sparklight technician installed it, it’s okay to remove it temporarily to test your connection.
Run a speed test
Test your internet speed using a laptop or desktop computer directly connected to your modem via an ethernet cable. If speeds match your plan, everything is working fine. If they’re notably slower, please use our contact form to reach out to our 24/7 Technical Care Center – we’re here to help!
Reduce heavy data usage
If your internet seems slow, try limiting file-sharing apps, video calls, and multiple simultaneous streams or online gaming sessions.
Check your firewall settings
Firewalls monitor network traffic and can sometimes restrict your internet speed. Resetting your firewall settings might help.
Are you using a work or school device?
If your device uses VPN software provided by your employer or school, try disconnecting or testing your connection on another device to see if the VPN is slowing things down.
If all else fails, reboot your equipment
Reboot your cable modem
- This step usually is necessary to re-establish a connection after a recent issue.
- It is a good practice to occasionally reboot your cable modem to refresh its internet connection.
Reboot your router (if applicable)
- After rebooting your cable modem, you may also need to reboot the router. Unplug the router for 5 seconds and plug it back in. It should take about 30 seconds to reboot.
Reboot your device
- Rebooting your laptop, desktop, tablet mobile phone or other device can resolve a wide variety of issues — including re-establishing a connection to your internet service and installing new hardware and network drivers on your device.
