No Internet Connection

If you should find yourself unable to connect to the internet there are a number of troubleshooting steps you can take to help identify and resolve the issue.

For simple configurations, a good place to start is to reboot your wireless router. This can typically be done by unplugging the power to your wireless router for at least 10 seconds, then simply plugging it back in.  Some routers - particularly older models - may need periodic reboots to operate at their best, and may even lock up or stop working after a time.  If you are finding that you need to reboot the router frequently, it may be time for a new router; you can find our list of recommended routers here.

If a reboot of your router does not resolve the issue, the next steps will depend on the exact problems you are experiencing:

If you are not seeing your wireless network name show up:

  • The wireless router may be powered off (some even have a physical power button).  Check that the power LEDs are illuminated.  If the router will not power on, it may have failed and need to be replaced.
  • The wireless router may have a wireless enable/disable switch or button on the back.  Many routers have LED indicators that show the status of the WiFi radios; make sure they are illuminated, and if they are not, try pressing the wireless on/off button.
  • The equipment could also have been reset to factory defaults.  In this case, following the user manual for your specific router will allow you to set your wireless network name and password back up.  If you have any difficulty with this, please contact us!
  • If some devices are able to see the network or if you are unable to see any networks, check to ensure that WiFi is enabled on your device - this can be accomplished on laptops by consulting your manufacturer's support for the location of the WiFi switch.
  • If you see network names which include your router manufacturer's name in them, your router may have reset to its factory defaults; consult the labels on your router or your router's support site for help locating the default network name and password to confirm.
  • Lastly, it's possible the router has failed and needs to be replaced.

If you are seeing your wireless network and you're able to connect, but are still not able to get to the internet, the issue may be a physical connection problem.  Check to see if the WAN or Internet port on your router is connected to the wall jack or feed cable that the internet comes in from; when equipment is being moved around, it is not uncommon for the wrong network port on a router to wind up connected to the wall jack.  If that still doesn't work, try bypassing your router entirely and plugging a device with an ethernet port directly into the wall jack.  Disable your WiFi or disconnect from your wireless network.  If you get internet directly off the service feed, reconnect the router and plug into it on one of the LAN ports.  If this works, then we recommend following the router manufacturer's manual to reset it to defaults and reconfigure it.  If you were able to get internet when directly hardwired to the feed, but not via the router, then the router may have failed and needs to be replaced.  Lastly, if bypassing the router does not result in connectivity, it's possible that there may be an issue with your connection, and you may need to contact us for help.

If you require assistance getting your connection working for any reason, please open a support ticket, send us an email at, or give us a call at 206-395-7222.  We are here to help!
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