If you’re connected to your Wi-Fi but still don’t have internet access, there’s probably something wrong with your internet signal. The same is true if you’re unable to access the internet using a wired connection. Try these fixes first.
Power Cycle your ONT or (POE for Fixed Wireless), router, and device.
Power Cycling your ONT or (Antenna for Fixed Wireless) and router should be the first thing you do when encountering an internet signal issue. Don’t skip this step! This is almost always what tech support will ask you to try first, as it often solves the problem.
To Power Cycle your equipment, unplug the power cable for 60 seconds and plug it back in. The equipment will take a few minutes to reboot. It’s also a good idea to restart the device you’re using.
Check your cables and wires.
Wires and cables often become loose or damaged from repeated stress. The cable feeding the internet to your modem is either a Fiber Optic cable or an Ethernet cable.
Check for damage. See if the cable looks torn or perhaps chewed by a pet. Ethernet and Fiber cables are especially prone to damage, as the copper wires or the Fiber Optic Filament inside are very thin.
NEVER unplug the Fiber Optic Cable from the ONT, as it is a laser, and can cause eye damage if pointed directly at the eyes.
You may check the seating on the Ethernet cables by:
1. Ensure that it is plugged into the correct port. On Cloudwyze Routers this port will be the port at the very bottom of the row of ports and is labeled WAN.
2. Unplug and reconnect making sure that you hear a click on reconnection.
Please see the images below to get to know your equipment. This will help you in your troubleshooting process.
