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I'm having connection issues. What should I do?

Most issues are solved by rebooting, which means unplugging your equipment, waiting 30 seconds, and then powering it back on.

This would include your:

  • modem,
  • router, and
  • computer or connected device 

Details and video instructions are listed below.


To reboot your modem (this is the box that the cable cord plugs into) and router (delivers WiFi):

  1. Unplug the power to the modem and 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 modem and router indicate a connection, repair the internet connection on your computer or device- which may require restarting them.


If you have phone service with Wave, you may have a back-up battery in the MTA, the device that provides phone service.  If the lights on the device do not go out when you disconnect power, you’ll need to remove this battery.  It will be located in a battery compartment in the base.

If the modem indicates a connection to the internet, but your computer cannot connect through a router, try 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 cord to connect the modem to 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 your computer.

If you would like to check the status of the Wave network, please visit our status map and enter your zip code or city/state to see if there is a known network issue.


If these steps do not fix the problem, please contact our technical support team at 1-866-928-3123.