Quick Links
- Try this first
- Have you moved your cable modem or router to a new cable outlet?
- Have you recently moved your device (PC, laptop, iPad,etc)?
- Check for disconnected wires
- Is there is a splitter between your wall cable outlet and the modem?
- Limit bandwidth intensive applications
- Ensure firewalls are configured correctly
- Was your device provided by your employer or school?
- If all else fails, it may help to reboot
Try This First
- Ensure there is power going to your modem and/or router.Checkto ensurethe power cords for themodem and/or router are plugged into a functioning power outlet and that the outlet is not connected to a switch that might be turned off. If you still have no power,you can tryplugging your modem directly intoan alternatepower outlet. Please bypass any surge protectors, extension cords, or power strips. If there is no power to your modem,please call our 24/7 Technical Care Center for further assistance at 877-692-2253.
- If you also subscribe toSparklightTV services, verify thatyourSparklightTV service is working. If both internet and TV service are not working, there may be a system outage in your area. Search for your service address on the Sparklight Outage Check page. Or call 877-692-2253 and follow the prompts to check for service outages in your area. If there is a temporary service outage in your area, you will hear an announcement regarding current outages.
Have you moved your cable modem or router to a new cable outlet?
If you have moved your modem, router orWi-Fi access point to another location, move it back to the original installation cable (coaxial) outlet. Keep in mind that high-speed services are set up to work on the outlet where they were originally installedand may not work properly using other outlets
It is important that the modemisin an open environment, clear of obstructionsand as close as possible to the device. It is also advisable to store your modem at least10feet away from copy machines, microwaves andcordlessphones, which can interfere with the wireless signal.
Have you recently moved your device (PC, laptop, iPad,etc)?
If your device is too far away from the wireless modem or router, this can cause a poor signal or a slow wireless connection. Move the device closer to the wireless access point to gain a stronger signal. Try to limit the number of walls between the device and wireless access point to one or two walls.
Check for disconnected wires
Make sure the ethernet cable connection to the modem and the connection between the modem, router, or wireless access point) is not loose or unplugged.
Is there is a splitter between your wall cable outlet and the modem?
A splitter can reduce cable signal strength coming from the wall cable outlet. Removing the splitter will increase the signal strength. Removing a splitter may be a temporary solution, especially if the splitter services multiple devices like a TV and a cable modem. (Note: A Sparklight technician may have installed the splitter. It is still OK to remove the splitter to help diagnose a weak signal point.)
Run a speed test.
Runninga speed teston a laptop or desktop computerthat is connected with an ethernet cable directly to the cable modem. This will determine if the slow speeds are the result of Sparklight's network or another factor outside of the network. If the speeds match or are close to the subscribed speeds, then Sparklight's network and equipment are functioning properly. If the speeds are substantially less than the subscribed speeds, please call our 24/7 Technical Care Center at 877-692-2253 for further assistance.
Limit bandwidth intensive applications
Do you use file-sharing apps, participate in video conferencing apps like Zoom, Teams or Skype, have several household members stream high-definition video or video games at the same time? Limit applications that demand large amounts of data and multiple data-intensive streaming services like games and HD video, which can slow internet connection speeds for the rest of the household.
Ensure firewalls are configured correctly
Firewalls monitor all network traffic on your device. A restrictive firewall can slow internet speeds. If you suspect a firewall is restricting internet access, try resetting your firewall to its default settings.
Was your device provided by your employer or school?
When using a device from an employer or school it is common for VPN software to be implemented to provide you access to their protected networks. To check if a VPN application is affecting connectivity speed, attempt to disconnect from your VPN or test your connection with a different device, as the VPN itself can introduce several potential roadblocks to the internet connection and speed.
If all else fails, it may help to reboot
Reboot your cable modem or phone modem:
- This step usually is necessary to re-establish a connection after a recent issue. Instructions can be found here.
- It is a healthy practice to occasionally reboot your cable modem to refresh its internet connection.
Reboot your router (if applicable):
- After rebooting your cable modem in the step above, it may be necessary to also reboot the router. Unplug the power from the router for 5 seconds, and plug it back in. It should take about 30 seconds to reboot.
Reboot your computing device:
- This step can resolve a wide variety of issues including re-establishing a connection to your internet service and installing new hardware and network drivers.
Related Topics:
Internet Outage?
To check if there is an outage in your area, please call 877-692-2253 and enter your phone number/ account number. If there is a temporary service outage in your area, you will hear anannouncementregarding current outages in your area.
Did you know you can sign up to receive text message alerts if there is an outage impacting services in your area?Learn more.
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