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Troubleshooting Questions

What does the colored LED on my device mean?

LED lights indicate the status of your equipment. While exact meanings vary by model, generally:

  • Green/White Solid – Connected and working normally
  • Blinking Light – Activity or attempting to connect
  • Red – No connection or error
  • Off – No power
My internet connection is down. What do I do?

First, try these steps:

  1. Check for a service outage in your area.
  2. Make sure your modem/ONT and gateway have power.
  3. Restart your gateway (unplug for 30 seconds, then plug back in).
    1. Allow 10 to 15 minutes before powering off again.
  4. Check that all cables are securely connected.
  5. Try connecting with a wired device if possible.

If you need assistance, please call (800) 686-2357 or email Member Services.

How to Report an Outage

If service is still down:

  • Call our office at (800) 686-2357.
  • Provide your name, address, and a contact number.
  • Let us know what lights you see on your equipment.

If it is after hours, follow the prompts to report an outage.