Troubleshooting Support Topics

If your devices display “No Internet” or “Limited Connection”, the issue may be with power, cabling, or authentication.

Follow these steps to restore service.

Steps

1) Check for Power

• Ensure your router, ONT, and radio power supply are all plugged in.
• Verify lights are on or blinking, indicating they have power.

2) Inspect Cable Connections

• Confirm the Ethernet cable from your ONT or radio is firmly connected to your router’s WAN/Internet port.
• Check for any visible damage or loose fittings.

3) Restart Your Equipment

• Unplug your router and ONT/radio for 30 seconds.
• Plug in the ONT or radio first, wait for the lights to stabilize, then power on the router.

4) Check the Router Lights

• A solid internet/WAN light means you’re connected.
• A red or off light could mean a PPPoE login issue — your router may need to reauthenticate.
• Call 1-800-461-6379 if the light does not return to normal after restarting.

5) Test a Wired Connection

• Connect a computer directly to the router with an Ethernet cable.
• If wired works but Wi-Fi doesn’t, move to the Wi-Fi troubleshooting steps.

6) Check for Outages

• If everything appears normal but there’s no connection, there may be an outage in your area.
• Wait a few minutes and test again.

Slow speeds or buffering can result from wireless interference, too many connected devices, or temporary signal issues.

These steps can help you improve performance.

Steps

1) Test Using a Wired Connection

• Plug a computer directly into your router with an Ethernet cable.
• If wired speeds are normal, the slowdown is likely due to Wi-Fi placement or interference.

2) Restart Your Equipment

• Power off the router and ONT/radio for 30 seconds, then power them back on.
• Wait several minutes for the connection to re-establish.

3) Reduce Device Load

• Disconnect unused devices and pause large downloads or video streams.
• Each connected device shares available bandwidth.

4) Improve Router Placement

• Place your router in a central, open area away from electronics.
• Avoid corners, low shelves, or hidden locations.
• Use the Correct Frequency Band
  • 2.4 GHz: Better range, slower speed.
  • 5 GHz: Faster speed, shorter range.
  • Many routers select automatically, but you can connect manually if needed.

5) Consider Upgrading Coverage

• For large or multi-floor homes, adding mesh nodes or extenders can improve performance.
• If your router is several years old, upgrading can also improve speed and stability.

Restarting or resetting your internet equipment can resolve most connection problems. Follow these steps to safely perform a power cycle or reset for your ONT, radio, and router.

Steps

1) Restarting (Power Cycle)

• Unplug your router, ONT, and radio power supply.
• Wait 30 seconds, then plug in the ONT or radio first.
• When lights stabilize, plug in your router.
• Wait 2–3 minutes for all lights to return to normal.

2) When to Restart

• Restart every few weeks for best performance.
• Always restart before calling support for slow or dropped connections.

3) Resetting (Factory Reset)

• Only reset when directed by Netspectrum Support.
• Press and hold the reset button on the back of the router for 10–15 seconds.
• This clears custom settings and requires re-entry of your PPPoE login credentials.
• Call 1-800-461-6379 to confirm your credentials and restore service.

4) After a Reset

• Reconnect devices using the default Wi-Fi name and password printed on the router.
• Avoid performing multiple resets in short periods – it may cause configuration loss.