Troubleshooting
Work down this page. Most of it takes two minutes and fixes it without a phone call.
Nothing in the house is online
Check the status page
If it is us, the status page says so and there is nothing for you to do. That page is the first thing to look at, not the last.
Look at the router
No lights at all means no power. Check the plug, the outlet and anything the outlet is on — a tripped breaker looks exactly like an outage.
Restart it
Unplug the router, count to thirty, plug it back in, and give it two minutes before deciding it did not work. If there is a separate small box that the cable from outside plugs into, restart that too and give it the same two minutes.
Look outside
Heavy wet snow or a thick coat of ice on the antenna will interrupt a link, and it clears on its own. What is not normal is the antenna having moved — if it is pointing somewhere different after a storm, tell us.
Call us
Say what you have already tried. We can see your connection from our end while you are on the phone, which is faster than guessing.
One device is offline and the rest are fine
Then the connection is working and the problem is that device or its Wi-Fi. Restart the device. If it still cannot get on while a phone standing next to it can, it is the device.
This is worth establishing before anything else, because it is the single most common call we get and it is not something we can fix from our end.
It works but it is slow
Test in the right place
Stand next to the router, or use a cable if you can. A speed test from the far end of the house is a test of your Wi-Fi, not of your connection.
Then check what else is running
A console downloading a game will use everything you have. So will a computer that has decided to update itself. Both stop on their own.
If it is slow next to the router, call
That is ours. Tell us roughly when it started and whether it is all the time or at particular times of day — those two answers point at different causes.
What we do not do
We do not cap your data, bill you for using it, or slow you down because of how much you have used. If something is slow it is worth finding out why rather than assuming that is the reason.
A tower is shared, so at a busy hour there is less to go round, and there are times we limit what one connection can take so the site keeps working for everybody.
Traffic management is the full statement.
Still wrong
Call (705) 479-2302. Someone in Wawa answers and there is no queue to get through.