Troubleshoot your internet

Modem, Wi-Fi gateway or All-Fi Hub

You can fix many common internet issues by restarting your modem, Wi-Fi® gateway or All-Fi Hub. Here’s how:

1. Unplug the power cord from the back of your device. If you have:
   • An internal battery backup, remove it.
   • DSL service, unplug your telephone cord from your modem or gateway.
2. Wait 20 seconds.
3. Put the internal battery back in, if applicable.
4. Plug the power cord back in. If you have DSL service, reconnect the telephone cord.
5. Wait up to 10 minutes for the gateway or hub to restart.

Service outages

Sometimes widespread issues affect entire areas. Find out if there’s a wireless or internet outage affecting your service.

FYI: Look for wireless outages if you have Internet Air.

Check for outages

Browsing issues

Having trouble checking your email online or going to your favorite web pages? We can help.
Have your user ID and password handy to sign in.

Fix slow browsing issues

Equipment status lights

The status lights on your device give you valuable info about your internet status.

• Learn what your Wi-Fi gateway lights mean
• Learn what your All-Fi Hub lights mean

Internet connections

If you have a new device or just need your Wi-Fi info, we can help:

• Find your Wi-Fi info
• Connect devices to your home Wi-Fi

Issues with other services

Streaming video? Listening to your favorite tunes? Each connected device in your home uses your internet and affects its speed.

Optimize your connection