What if my internet connection is intermittent?

An intermittent internet connection can happen for a variety of reasons ranging from poor signal to equipment failure. Here are some steps you can try if you notice that your internet connection is dropping off and coming back on regularly:

  • Please unplug the power cord from both, your modem and router.
  • Once unplugged, check the COAX cable that leads from your cable outlet on your wall, to the back of your modem it is a thick round cable with metal ends. This is the cable that brings the signal to the modem. This cable needs to be tight on the back of the modem, and on the wall outlet or splitter.
  • After checking the COAX cable, plug the modem back in, and wait 1 full minute until the lights on your modem indicating power, receive, send, and online are all solid.
  • After all the lights are back on the modem, plug the power cord back into the router. Once this is complete, go ahead and retest to see if you get booted offline at all.
  • If you're still having issues after the reboot, try bypassing the router by plugging your computer directly into the back of the modem. This can be done by locating the ethernet cord that connects the modem and router together, which looks like a thick telephone cable. Unplug one end of this cable from the router, and plug it into your computer instead.
  • Once you have bypassed the router, reboot the modem once more by unplugging it from power for a few seconds, then plugging it back in.
  • Try connecting to the internet and see if you have any issues this way.
  • If your internet connection stabilizes, the issue is likely with the router you are using.
  • If you're still having issues after bypassing the router and rebooting the system, please call our 24/7 technical support line for further assistance at 1-866-928-3123.