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Troubleshoot Your Internet

Having a fast and reliable internet connection has become essential for residents across Tennessee. At United, we understand the frustration that arises when your internet isn’t working properly. The good news is that most of the issues can be resolved on your own. And if not, our team is here to help. If your Wi-Fi connection isn’t providing internet access or you’re having trouble with a wired Ethernet connection, here are a few trouble-shooting tips.

Step #1: Try resetting your modem and router

Most of your home Wi-Fi issues can be fixed by powering down or unplugging your modem and router, waiting for at least ten seconds, then powering up or plugging them back in. This resets the devices and frequently clears out any issues.

If you have a router with a built-in modem, you’ll have only one device to power down or unplug. But if your router connects to an internet modem provided to you by your internet service provider, you should power down the modem first and then the router.

We recommend that you give your modem at least one minute to get reconnected. Keep an eye on the modem’s LED lights to indicate status.

Step #2: Check to see if your router firmware is updating or up to date.

The software that runs on your Wi-Fi router is known as “firmware.” Modern routers often offer automatic updates, which can impact your Wi-Fi signal.  If you are using your own router, you’ll want to log into the router to check for firmware updates. 

For United customers, there are several benefits to using United equipment. Here’s a tip from a United team member, Bryan Varnado, “With a United router, we can remotely check for updates, as well as identify a host of other potential issues with signal interference, bandwidth, etc. If we find that our router is the issue, we can replace it at no charge to you. If you’re not sure how to maintain your router’s firmware, it may be best to rent a router from us.” United routers offer the latest Wi-Fi 6 technology along with great reliability.

Step #3: Attempt to diagnose the issue (Internet or Wi-Fi)

If resetting your modem and router doesn’t resolve the issue, the next step is to determine what might be causing the issue. Is the problem with your internet connection or your Wi-Fi?

One way to do this is by checking the lights on your equipment. Nearly all modems and routers have LED status lights. The light for an internet connection is on your modem and is usually labeled WAN, Internet, or it simply displays a globe icon. You can tell the internet is on if the light (usually white or green) is solid. If the light is red or not on at all, you have an internet signal problem.

Another way to diagnose the problem is by using an Ethernet cable to check your internet connection. Try plugging your computer directly into your router with an Ethernet cable. If your internet comes back when you use a wired Ethernet connection, then you have a Wi-Fi problem. If you still don’t have internet, the problem is beyond your Wi-Fi.

If you’re working on a PC, Windows can help you diagnose the problem, too. Right-click on the network icon in your system tray and select “troubleshoot problems” to run the Windows Network Diagnostic routine.

Step #4: Check Your Cables

Sometimes, the Wi-Fi is connected, but you are still unable to access the internet. If this is the case, the problem may not be with any device. Instead, it could be due to broken or disconnected cables. One of the easiest troubleshooting steps you can do is to check all the cables and plugs related to your internet connection.

Start investigating where your internet service enters your house. First, make sure the cable is connected securely, and then check that any cabling that runs outside the house hasn’t been damaged by weather or chewed on by our wildlife friends. Next, follow the cable through your house, checking the connections at every appropriate point.

Step #5: Check Outages in Your Area

If you’ve completed all the steps above and still can’t connect, it might be because of an outage in your area. If the internet is down in your area, you may be able to use your cell phone’s data or mobile Wi-Fi hotspot to get online.

At United, we try to proactively communicate any known outages. If you’re experiencing an outage, it could be due to an electrical power outage as opposed to a United network issue.

Step #6: Contact Your Service Provider

If there aren’t any known outages, the problem might be with your ISP. If we’re not experiencing an outage, we can run a diagnostic on your modem to see if it’s properly communicating with the network. We may discover possible issues, including a low signal level, device registration issues, obsolete equipment, or a glitch in the system.

United is Here to Help You Stay Connected

As one of Tennessee’s leading Internet Service Providers, we’re committed to helping our customers by providing excellent service, even when our broadband connection might experience issues. Our local support team offers 24/7 technical support to resolve your concerns or issues as quickly as possible.