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Broadband Support

Please look through some of the materials and links we’ve provided here.  These may address many of your internet questions or aid you in troubleshooting some common issues. â€‹

 

Anti-virus, Anti-spyware, Anti-malware, and Cleanup Programs
Avast!
Malwarebytes
Spybot Search & Destroy
CCleaner
Defraggler

 

Preferred Web Browsers 

Google Chrome
Microsoft Edge

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Basic Troubleshooting Steps 
 

1. Check the Basics

  • Make sure the modem and router are plugged in and powered on

  • Look at the status lights:

    • Power light → should be solid

    • Internet/WAN light → should be solid or blinking

  • Confirm all cables are securely connected

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2. Check for Power (Electrical) Issues

  • Check a local outage map for current power outages. 

  • Check if:

    • Other electronics in the home are working

    • The outlet the modem/router is plugged into has power

  • If using a power strip or surge protector, try plugging directly into the wall

  • If power just came back:

    • The network may take a few minutes to fully reconnect

    • A manual reboot (next step) is recommended

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3. Reboot the Equipment

  1. Unplug your router from the electrical power outlet.

  2. Unplug the CPE from the electrical power outlet. (the black box the size of your cell phone attached to the cord coming in the house from the outside connection).

  • Be sure to only unplug these 2 connections. We recommend unplugging them for a minimum of 5 minutes and then plug back into electricity. Wait a few minutes for the devices to process and reconnect. If the equipment does not reconnect, please call our office. 

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4. Check Wi-Fi vs. Wired Connection

  • Determine if the issue affects:

    • One device only → likely device issue

    • All devices → likely network issue

  • If possible, connect a device using an Ethernet cable to test

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5. Restart the Device

  • Power the device off and back on

  • Turn Wi-Fi off → on

  • “Forget” the network and reconnect using the password

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6. Check Wi-Fi Signal Strength

  • Move closer to the router

  • Avoid interference (walls, metal, large appliances)

  • Call our office to have a technician reposition the router if needed

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7. Check for Service Outages

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Call our office or schedule a technician if:

  • There is no power to the modem/router after confirming working outlets

  • The modem has no internet signal after a power outage

  • Connection drops frequently after resets

  • Speeds are consistently very slow across all devices

  • Equipment or cables appear damaged​

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