Welcome to troubleshooting for High Speed Internet. Our troubleshooting guide could help you fix potential issues you may be experiencing with your Internet service and get things back on track.

Sometimes there could be very simple solutions to problems you may be experiencing. Here is a look at some of the most common solutions.

Try restarting your computer.
If you ever have problems with your Internet connection, a good first step is to restart your computer. It's amazing what just restarting your computer will do.

Ensure that all cables are securely connected.
There should be three cables connected to your cable modem. Ensure they are all securely connected. Check that the Ethernet cable is securely connected to your computer (or hub/router/switch). The Ethernet cable resembles a phone cord, but the connectors are about twice as wide. After tightening any loose cables, you should restart your computer.

Examine the lights on your cable modem.
Many of our cable modems incorporate a 'standby' or 'pipelock' feature. Check to make sure that the usual number of lights on your cable modem are on. If not, press the button on the top or the front of the modem to see if the lighting sequence returns to normal. If the modem was in 'standby' or 'pipelock' mode, you may need to restart your computer to re-establish your Internet connection.

Reset your cable modem.
Cable modems, like a computer, will occasionally need to be re-set. If you notice that the usual number of lights are not on the modem, this might be the case. In order to do this, shut down your computer. When your computer is off, unplug the power from your cable modem. There are three cables in the back of the modem, the power cable is the one that pulls right out (it does not unscrew, nor does it have a clip). Leave the power unplugged for five minutes. Plug the power cord back into the cable modem. Wait for five minutes. Turn on your computer.

Re-set your hardware firewall or router if you have one.
A firewall is a source of Internet security. It is used to block unwanted Internet traffic from entering your computer or network. In the case of a hardware firewall (also called a router), it is good practice to reset it if you are having problems. This can be done by removing the power cord from the unit for one minute, plugging it back in, waiting another minute and then restarting your computer(s).

Check your software firewall configuration if you have one.
A software firewall is a program that is configured to allow some programs on your computer to connect to the Internet, and block unwanted Internet traffic from entering your computer. Occasionally, the firewall configuration changes and blocks the programs that you want to allow access the Internet. In order to see if it is your firewall that is blocking the connection, right-click on the firewall icon in the system tray (PCs: bottom right of your screen, beside the clock) and look for an option to shut down, disable, or exit the firewall. Try the Internet connection now, if it works, the firewall was not configured properly.