My home internet connection isn’t working

Quick answer

If you’re unable to connect to the internet, as a first measure we recommend checking the cables of your modem are plugged in securely and to restart your modem by powering the device off and back on again (please wait at least one minute before turning it back on).

If the issues persist after this has been completed, we’ve created the below guide to help remedy potential connection issues.

I cannot connect to the internet

If you’re unable to connect to the internet, as a first measure we recommend checking the cables of your modem are plugged in securely and to restart your modem by powering the device off and back on again (please wait at least one minute before turning it back on).

Once this is done, see if you can connect, as a lot of the time a simple power cycle can help re-establish your connection to the network.

Troubleshoot internet connection issues

If you’re unable to connect to the internet, follow the below guide to help get your re connect your home to the internet;

  • Firstly, check the cables of your modem are plugged in securely and restart your modem by powering the device off and back on again (please wait at least one minute before turning it back on)

Once this is done, see if you can connect, as a lot of the time a simple modem power cycle can help re-establish your connection to the network.

If the issues persist, please continue with the below steps.

If there’s a connection box installed in your home
  • Turn the power off/on at the wall where your connection box is installed and wait at least one minute before turning it back on

After powering your connection box back on, if the optical or power lights are red, you’ll need to contact our support team, if the lights remain green, try testing your connection.

If you’re still unable to use the internet, please continue with the below steps.

  • Connect your computer directly to the active UNI-D (or data) port on your connection box using an ethernet cable (This will be the same port used to connect your modem to the connection box)
  • After this is done, if the connection now works, it indicates that the issue may be with the modem you're using

If you require help with your modem, or were still unable to connect, please contact us so we can provide further troubleshooting.

If you don’t have a connection box installed in your home
  • After restarting your modem, in order to rule out the possibility of Wi-Fi connectivity issues, connect your computer directly to your modem using an ethernet cable

If you’re unable to connect after this has been done, you'll need to contact us so we can provide further troubleshooting.

Troubleshoot Wi-Fi connectivity issues

If wireless devices in your household are intermittently disconnecting, while wired devices still work, it indicates there could be issues with the Wi-Fi signal in your home and we’ve created the below guide to assist with further troubleshooting.

What can impact my Wi-Fi signal?

There are a number of different factors that can impact the signal strength of your Wi-Fi, with some of the more common issues being caused by wireless interference (from other electronic devices), or the presence of dense objects in your home (such as concrete walls, or large furniture structures).

Things to keep in mind:
  • The further away from the modem you get, the weaker your wireless signal will be
  • Keep the router in the a central spot away from anything that might block its signal such as metal home appliances, bodies of water, concrete walls and other construction materials, as they can weaken the signal
  • The more devices sharing the wireless network at once, the less bandwidth is available for each device to use - try disconnecting devices that you're not actively using to improve performance on your other devices

If you’ve made adjustments to try and improve your signal, however were still experiencing an intermittent connection, please contact us so we canprovide further troubleshooting.

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