How to find the faulty device
If you are experiencing issues connecting to the internet, this guide will take you through the process of finding which device is causing the disconnection.
Your Router
You should start your troubleshooting process by restarting the router, which will often resolve connectivity issues.
The lights on your router will guide this troubleshooting process, as they will point to the problematic devices on your network. We recommend you look at the user guide for your router to determine the specific layout of the router.
Check out our guide to the indicator lights and how to resolve the common router issues.
Your ONT
If the internet light shows that you are not getting an internet connection, you should check your ONT to ensure it is connected properly.
Similar to the router, the lights on the ONT will help you diagnose where the issue is. The three main lights to check are the power, LAN1/GE1, and LOS lights.
Check out our ONT guide to find out what the lights mean and how to resolve common issues.
Your PC/Smartphone
If you are unable to find any issues with the router or ONT, and your connection issues are limited to one device, you want to ensure that the device is properly connected to the router.
Disconnecting and reconnecting your ethernet cable at both ends will help ensure that it is connected correctly. For more troubleshooting help with ethernet connections, check out this guide here.
Check your device to ensure it has a strong connection to your router if you are connecting to the Wi-Fi. Check out our Wi-Fi Guide to find out how to troubleshoot common wireless issues.
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