Troubleshooting Cable Internet Connection Problems (AFN)

 

 

Troubleshooting Cable Internet Connection Problems (AFN)

 

Intermittent connection

  1. Verify Connections. Make sure that one end of the coaxial cable is securely connected to the wall outlet and the other end is securely connected to the modem. The power cord must be securely connected. Make sure that one end of the Ethernet cable is securely connected to the modem’s Ethernet port and that the other end is securely connected to the computer’s Ethernet port.

  2. Reboot your modem and/or router. Unplug the power cable from the modem (and the router if you are using one). Wait approximately one minute for the modem to reboot. Plug in your modem first, and then your router. If you are using a router, allow about two minutes for the router to “sync” (i.e., reconnect) with the modem. Wait for lights to get solid on the modem (and wireless router if you have one).

  3. Bypass your wireless router and other devices (if you have one). Connect your computer straight to the modem. One end of your Ethernet cable must be securely connected to your computer’s Ethernet port and the other end is securely connected to the modem’s Ethernet port. Observe your internet connection. If your internet connection has improved,your router or another device is interfering your internet connection. Please contact your router or your device’s manufacturer for further troubleshooting.  If the issue persists after troubleshooting and isolating, please contact our Technical Support.

 

No connection or Cannot Connect

 

  1. Verify Connections. Make sure that one end of the coaxial cable is securely connected to the wall outlet and the other end is securely connected to the modem. The power cord must be securely connected. Make sure that one end of the Ethernet cable is securely connected to the modem’s Ethernet port and that the other end is securely connected to the computer’s Ethernet port.

  2. Verify modem light indicators. Make sure that Power Light is solid green. Online/Internet light must be ON which may be flickering. Please refer to the images below for your modem’s LED Status.

 

 

 

  1. Reboot your modem and your router (if you have one). If one of the light indicators isn’t ON, reboot your modem. Unplug the power cable from the modem (and the router if you are using one). Wait approximately one minute for the modem to reboot. Plug in your modem first, and then your router. If you are using a router, allow about two minutes for the router to “sync” (i.e., reconnect) with the modem. Wait for lights to get solid on the modem (and wireless router if you have one). If the issue persists after troubleshooting, please contact our Technical Support.  

  2. Bypass your wireless router and other devices (if you have one). If the Internet light is ON after reboot but the internet is still not working,  bypass your router and other devices. Connect your computer straight to the modem. One end of your Ethernet cable must be securely connected to your computer’s Ethernet port and the other end is securely connected to the modem’s Ethernet port. Check your internet connection. If your internet connection is working, your router or another device is blocking your internet connection. Please contact your router or your device’s manufacturer for further troubleshooting.  If the issue persists after troubleshooting and isolating, please contact our Technical Support.

 

Slow connection/browsing

  1. Verify Connections. Make sure that one end of the coaxial cable is securely connected to the wall outlet and the other end is securely connected to the modem. The power cord must be securely connected. Make sure that one end of the Ethernet cable is securely connected to the modem’s Ethernet port and that the other end is securely connected to the computer’s Ethernet port.

  2. Restart your computer. Leaving your computer powered on and allowing it to sleep when not in use has the potential to cause slow browsing. Sometimes, simply restarting your computer can resolve this issues.

  3. Reboot your modem and your router (if you have one). Unplug the power cable from the modem (and the router if you are using one). Wait approximately one minute for the modem to reboot. Plug in your modem first, and then your router. If you are using a router, allow about two minutes for the router to “sync” (i.e., reconnect) with the modem. Wait for lights to get solid on the modem (and wireless router if you have one).

  4. Bypass your wireless router and other devices (if you have one). Connect your computer straight to the modem. One end of your Ethernet cable must be securely connected to your computer’s Ethernet port and the other end is securely connected to the modem’s Ethernet port. Check your browsing experience. If your internet connection is fine, your router or another device is likely causing the issue. Please contact your router or your device’s manufacturer for further troubleshooting.

  5. Run a speed test. Verify your connection speed by running a speed test. Make sure that your router or other devices are bypassed when running a speed test. Go to http://speedtest.ashlandfiber.net/

  6. Clear temporary internet files. Consider clearing your temporary internet files or cache pages as these affect your browsing experience. You may also increase the size of your cache/temporary Internet files as it may improve the speed of your back button and the display of graphics and banners. If the issue persists after troubleshooting and isolating, please contact our Technical Support.

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