If your internet service is intermittent or has completely gone out, stay calm—there are still a few things you can try before calling technical support. First of all, it’s important not to panic, throw your equipment off a cliff, or factory reset it.
So what can I do?
Below we list 5 things you can try before contacting technical support:
1. Check that the equipment is powered on
It may sound obvious, but your device might have been unplugged or affected by a power surge that caused it to turn off. Check if it is on, and if necessary, unplug and plug it back in. Remember: do not press the reset button.
2. Unplug and plug the equipment back into power
Our devices are smart enough to protect themselves when they detect high voltage by restricting service or blocking themselves. A simple way to reset them is to unplug and plug them back in. If your home has unstable electricity, we recommend using a UPS or voltage stabilizer.
3. Make sure the internet cable is connected
If your internet is completely down, the cable providing the service may be disconnected or not properly inserted. We recommend unplugging and reconnecting all cables and ensuring they are in the correct port (the internet port is WAN).
4. Try connecting via Ethernet (cable) or Wi-Fi
If you are using Wi-Fi, connect your computer directly to our equipment using an Ethernet cable to determine whether the issue is with your device or our service. If you still do not have internet through this method, you will need to contact technical support.
5. Run tests to check if the service is restored
After trying all the steps above, check whether your service has been restored. If you are still without internet, it’s time to contact technical support and describe the outage or instability in detail.
I already tried everything and still have no internet. What now?
It is important that you avoid opening the equipment or changing any configured settings, and do not press the reset button, as this may make diagnosing the issue more difficult and delay service restoration.
At this point, you should contact technical support and report the issue in detail, including:
- Your contract number or address
- The date the problem started
- Whether the service is completely down or intermittent
- What steps you already tried
Our technical support team will be happy to assist you and will do everything possible to resolve the issue.
Learn how to contact us by clicking here.