Support and troubleshooting

1. Check whether other devices on the same WiFi network can get online.
2. Check the router’s power supply and make sure your device is connected to the correct WiFi network.
3. Restart the router using its power switch. Wait a few minutes for it to reconnect, then try again.
4. If all devices are still offline, contact support with your address and router light status.

Use the power switch to restart. Do not press the factory-reset button or disconnect the fiber cable.

1. Pause downloads, cloud backups, and streaming on other devices.
2. Move closer to your router, or test with an Ethernet cable if available.
3. Use our Speed Test page and note the result and time.
4. If the issue continues, share your plan, connection type (WiFi or cable), and test results with support.

1. Check whether the connection improves when you move closer to the router.
2. Keep the router in an open, central location, away from thick walls and large obstructions, without stretching or moving the fiber cable.
3. Contact our team about router placement and coverage planning if some rooms still have a weak signal.

1. Confirm that other devices can use the same connection.
2. Turn WiFi off and on on the affected device, then reconnect to your network.
3. Restart that device and check that you are using the correct WiFi password.
4. Tell support which device is affected and any error message you see.

1. Note when the connection drops and whether it affects one device or every device.
2. Check that the router’s power connection is secure.
3. Compare WiFi near the router with a wired connection, if available.
4. Contact support with the times of the interruptions and any changes in router lights.

Light labels and patterns vary by router model. Note which lights are off, red, or blinking, and take a clear photo to share with support.

If the issue continues after a restart, contact our team with your address so we can check for a service interruption. Avoid bending, pulling, or unplugging the fiber cable.