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What do I do when my service is out?

Many connection problems can be corrected by resetting your equipment and then restoring power to each device in order. If you subscribe to more than one service from Wave, check those services as well. We may be experiencing a system outage if your television, phone and internet are all not working.

To reset your modem, unplug the power for at least 30 seconds. If you are using a router in addition to the modem, please see our instructions below for resetting both pieces of equipment.

If you have created a network in your home using a router, you will want to power-cycle both pieces of equipment at once:

  1. Unplug the power to both the modem and the router
  2. After 30 seconds without power, restore power to the modem
  3. Once the modem is online, restore power to the router
  4. Once the lights on the router indicate a connection, repair the internet connection on each computer- this may require restarting the computer

If the cable modem indicates a connection to the internet, but your computer cannot connect through a router, you will need to bypass the router and plug one computer directly into the modem:

  1. Unplug the power to both the modem and the router
  2. Use a single Ethernet cable to connect the modem and one computer
  3. After 30 seconds without power, restore power to the modem
  4. Once the modem is online, repair the internet connection on the computer- this may require restarting the computer

If you are able to connect to the internet using a computer plugged directly into the modem, but cannot connect using your router, then your Wave internet service is working. If these steps do not fix the problem, please contact our technical support department at 1-866-928-3123