Internet Troubleshooting - Resetting your Modem
Most internet connection problems can be solved by resetting, or "power-cycling", your modem.
Power-Cycling Your Modem
To reset your modem, unplug the power for at least 30 seconds. If the modem cannot establish the connection within a few minutes after the power-cycle, call our technical support department at 1-866-928-3123 for help. If you are using a cable splitter to connect both the modem and your TV, bypass the splitter and connect the modem directly to the wall outlet to see if it can connect to the internet without using the splitter. If it can, then the splitter may need to be replaced or removed.
Power-Cycling Your Modem & Router
If you have created a network in your home using a router, you will want to power-cycle both pieces of equipment at once:
- Unplug the power to both the modem and the router
- After 30 seconds without power, restore power to the modem
- Once the modem is online, restore power to the router
- Once the lights on the router indicate a connection, repair the internet connection on each computer - this may require restarting the computer
If the cable modem indicates a connection to the internet, but your computer cannot connect through a router, you will need to bypass the router and plug one computer directly into the modem:
- Unplug the power to both the modem and the router
- Use a single Ethernet cable to connect the modem and one computer
- After 30 seconds without power, restore power to the modem
- Once the modem is online, repair the internet connection on the computer - this may require restarting the computer
If you are able to connect to the internet using a computer plugged directly into the modem, but cannot connect using your router, then your Wave internet service is working. You will want to contact the support department for the manufacturer of your router. If you received the router from Wave Broadband as part of our Wireless Home Networking service, please contact our technical support department at 1-866-928-3123 for problems connecting with the router.
Still have questions? Please contact us at 1-866-WAVE-123 (1-866-928-3123).
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