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Broadband Troubleshooting Guide

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Broadband Troubleshooting Guide

Summary

This guide provides systematic troubleshooting procedures for home broadband issues including slow speeds, connection drops, WiFi problems, and equipment failures. Follow diagnostic steps to resolve issues efficiently before escalating to technical teams.

Basic Troubleshooting Steps

First-Level Diagnostics (Always Start Here)

  1. Verify account is active and not suspended
  2. Check for known network outages in customer's area
  3. Confirm all cables are properly connected
  4. Check that router and modem have power
  5. Verify lights/LED indicators on equipment
  6. Restart router and modem (power cycle)

Equipment Power Cycle Procedure

  1. Unplug power cable from modem
  2. Unplug power cable from router
  3. Wait 30 seconds
  4. Plug modem back in first
  5. Wait 2 minutes for modem to fully boot
  6. Plug router back in
  7. Wait 2 minutes for router to fully boot
  8. Check if lights stabilize
  9. Test internet connection

No Internet Connection

Symptoms

  • Cannot access any websites
  • Devices show "No Internet" or "No Connection"
  • WiFi connected but no internet access
  • All devices affected simultaneously

LED Light Diagnostics

Modem/ONT Lights (Fiber)

Light Normal Status Problem Indicator
Power Solid Green Off or Red = Power issue
PON/Fiber Solid Green Off or Red = Fiber connection issue
LOS (Loss of Signal) Off On or Flashing = Signal loss
LAN/Ethernet Solid Green or Blinking Off = Cable not connected
Internet/Online Solid Green Off or Red = No internet

Router Lights

Light Normal Status Problem Indicator
Power Solid White/Green Off or Red = Power issue
WAN/Internet Solid White/Green Off or Red = No WAN connection
WiFi/WLAN Solid or Blinking Off = WiFi disabled
LAN Ports On when device connected Off = No device or cable issue

Troubleshooting Steps

  1. Check account status in system (not suspended or past due)
  2. Check for area-wide outage (use network status tool)
  3. Verify modem/ONT lights - is fiber/PON light green?
  4. If LOS light is on: Fiber cable issue, escalate to technician
  5. Check physical connections: - Fiber cable to ONT/modem - Ethernet cable from ONT/modem to router WAN port - Power cables properly seated
  6. Perform power cycle (see procedure above)
  7. After reboot, verify all lights show normal status
  8. Test wired connection first (plug laptop directly to router)
  9. If wired works but WiFi doesn't: See WiFi troubleshooting section
  10. If nothing works: Check for service activation (new customers)

Cable Modem Specific Issues

  1. Check coaxial cable connection is tight
  2. Verify cable signal levels in modem interface
  3. US/DS light should be solid (not flashing)
  4. If signal issues: May need technician visit
  5. Check for splitters in line (can degrade signal)

Slow Internet Speeds

Symptoms

  • Pages load slowly
  • Videos buffer constantly
  • Downloads take much longer than expected
  • Video calls freeze or disconnect
  • Gaming has high latency

Speed Test Procedure

  1. Disconnect all other devices from network
  2. Connect test device directly to router via Ethernet cable (not WiFi)
  3. Close all applications and browser tabs
  4. Go to speedtest.net or fast.com
  5. Run speed test multiple times (3-5 tests)
  6. Average the results
  7. Compare to customer's plan speeds

Expected Speed Ranges

Plan Speed Wired Expected WiFi Expected (5GHz) WiFi Expected (2.4GHz)
100 Mbps 90-100 Mbps 80-95 Mbps 50-70 Mbps
500 Mbps 450-500 Mbps 300-450 Mbps 50-100 Mbps
1 Gbps 900-950 Mbps 500-700 Mbps 50-100 Mbps
2 Gbps 1800-1900 Mbps 800-1200 Mbps 50-100 Mbps

Troubleshooting Slow Speeds

If Wired Speed is Slow

  1. Check if issue is across all times of day (may be peak hour congestion)
  2. Test with different Ethernet cable
  3. Test on different device
  4. Check if customer using old router/network adapter (not gigabit-capable)
  5. Verify plan speed matches customer's expectation
  6. Check for background downloads/uploads
  7. Scan for malware on customer's device
  8. Check line quality in system (signal levels, errors)
  9. If consistently below 80% of plan speed: Escalate to network team

If Only WiFi is Slow

  1. Check distance from router (WiFi weakens with distance)
  2. Check for interference (walls, floors, appliances)
  3. Verify customer is on 5GHz band (not 2.4GHz) for high speeds
  4. Check number of connected devices (too many can slow network)
  5. Check WiFi channel congestion (interference from neighbors)
  6. Recommend mesh extender if coverage issue
  7. See WiFi troubleshooting section for detailed steps

WiFi Issues

WiFi Not Showing Up

WiFi Network Not Visible

  1. Check WiFi light on router is on
  2. Verify WiFi is enabled in router settings
  3. Check if SSID is hidden (customer may have changed settings)
  4. Restart router
  5. Log into router admin panel (192.168.1.1 or 192.168.0.1)
  6. Username: admin, Password: on sticker or customer's custom password
  7. Check Wireless Settings: - WiFi should be enabled - SSID broadcast should be enabled - Check WiFi channel (try auto or change channel)
  8. If still not visible: Factory reset router (see procedure below)

Cannot Connect to WiFi

Incorrect Password Error

  1. Verify password is correct (check router sticker)
  2. Check if customer changed password and forgot
  3. Password is case-sensitive
  4. Try typing manually instead of copy-paste
  5. Reset WiFi password if needed (see router reset section)

Connects But No Internet

  1. Device shows WiFi connected but says "No Internet"
  2. Check if wired connection works (isolate to WiFi vs entire connection)
  3. Forget network on device and reconnect
  4. Restart device
  5. Check if MAC filtering enabled on router (may block device)
  6. Verify device has valid IP address (not 169.254.x.x)
  7. Release and renew IP on device
  8. Check if router firewall blocking device

Weak WiFi Signal

Symptoms

  • Signal bars low on devices
  • Connection drops in certain rooms
  • Speed drops significantly when away from router
  • Intermittent connectivity

WiFi Coverage Solutions

  1. Identify where coverage is weak (which rooms/floors)
  2. Optimize router placement: - Central location in home - Elevated position (not on floor) - Away from walls and metal objects - Not in cabinet or closet
  3. Reduce interference: - Keep away from microwave, cordless phones, baby monitors - Keep away from aquariums, mirrors - Minimize obstacles between router and devices
  4. Change WiFi channel to less congested one
  5. If house is large or multi-story: Recommend mesh WiFi system or extender
  6. For multi-story homes: Position router on middle floor

WiFi Keeps Disconnecting

  1. Check if all devices disconnect or just one
  2. If just one device: Issue with that device (driver updates needed)
  3. If all devices: Router issue
  4. Check router temperature (may be overheating)
  5. Ensure router has adequate ventilation
  6. Update router firmware
  7. Change WiFi channel (interference from neighbors)
  8. Reduce number of connected devices if over 20
  9. Check for IP address conflicts
  10. Factory reset router if issue persists

Router Configuration and Settings

Accessing Router Admin Panel

  1. Connect device to router (wired or WiFi)
  2. Open web browser
  3. Enter router IP address: - Common addresses: 192.168.1.1 or 192.168.0.1 - Or: router.carrier.com
  4. Enter login credentials: - Default username: admin - Default password: on router sticker or admin
  5. If password changed and forgotten: Factory reset required

Common Router Settings to Check

Wireless Settings

  • WiFi Network Name (SSID): Should be customer's custom name or default from sticker
  • WiFi Password: Should match what customer is using
  • Security Type: Should be WPA2 or WPA3 (not WEP or Open)
  • WiFi Channel: Set to Auto or manually select less congested channel
  • WiFi Band: Enable both 2.4GHz and 5GHz for best compatibility
  • SSID Broadcast: Should be Enabled (unless customer wants hidden network)

Network Settings

  • DHCP: Should be Enabled (assigns IP addresses automatically)
  • DNS Servers: Usually set to automatic (ISP DNS)
  • Firewall: Should be Enabled
  • WAN Connection Type: Should be set correctly (PPPoE, DHCP, or Static)

Factory Reset Router

When to Factory Reset

  • Forgotten admin password
  • Configuration issues that can't be resolved
  • Router behaving erratically
  • Customer requests to start fresh
  • Before returning/replacing router

Factory Reset Procedure

  1. Locate reset button on router (usually small pinhole on back)
  2. While router is powered on, press and hold reset button
  3. Use paperclip or pin to press button
  4. Hold for 10-15 seconds
  5. All lights will flash
  6. Router will reboot
  7. Wait 5 minutes for complete reset
  8. Router returns to factory default settings
  9. Reconfigure WiFi name and password
  10. Reconnect all devices

Warning Before Factory Reset

Inform customer that factory reset will:

  • Erase all custom WiFi names and passwords
  • Erase any port forwarding or custom settings
  • Disconnect all devices
  • Require reconfiguration and reconnecting all devices

Specific Device Connection Issues

Smart TV Won't Connect

  1. Check if TV supports WiFi frequency (some only support 2.4GHz)
  2. Ensure 2.4GHz band is enabled on router
  3. Move TV closer to router for setup
  4. Forget network on TV and reconnect
  5. Update TV firmware
  6. Check if MAC filtering blocking TV's MAC address
  7. Try wired connection if WiFi problematic

Smart Home Devices Issues

  1. Most smart home devices only work on 2.4GHz band
  2. Ensure router has 2.4GHz enabled and separate SSID (not combined)
  3. Check that router security is WPA2 (not WPA3) for compatibility
  4. Some devices don't support WiFi 6 - may need legacy mode enabled
  5. Reset device and set up again

Gaming Console Issues

  1. Use wired connection for best gaming performance
  2. If WiFi: Use 5GHz band
  3. Open required ports for gaming (port forwarding)
  4. Enable UPnP on router for automatic port management
  5. Set console to DMZ if port forwarding doesn't work (less secure)
  6. Check NAT type (should be Open or Moderate, not Strict)

Advanced Troubleshooting

Intermittent Connection Issues

Symptoms

  • Connection works sometimes, fails randomly
  • Speed varies wildly throughout day
  • Specific times of day have issues
  • Weather seems to affect connection

Troubleshooting Steps

  1. Check for pattern: Time of day, weather conditions, specific activities
  2. Check system for line quality issues (signal levels, errors, packet loss)
  3. For fiber: Check for physical damage to fiber cable
  4. For cable: Check signal levels (should be within spec)
  5. Check router logs for errors or disconnections
  6. Test during different times to identify pattern
  7. Check if peak hour congestion (evening slowdowns common)
  8. If weather-related: Possible physical line damage
  9. Schedule technician visit for line inspection

DNS Issues

Symptoms

  • Cannot access websites by name (google.com) but IP addresses work
  • Some sites load, others don't
  • "DNS Server Not Responding" error
  • Slow to load new websites

Troubleshooting DNS

  1. Flush DNS cache on customer's device: - Windows: ipconfig /flushdns in Command Prompt - Mac: sudo dscacheutil -flushcache in Terminal
  2. Change DNS servers on router: - Try Google DNS: 8.8.8.8 and 8.8.4.4 - Or Cloudflare DNS: 1.1.1.1 and 1.0.0.1
  3. Restart router after DNS change
  4. Test if issue resolved
  5. If fixed: Either use alternate DNS or escalate ISP DNS issue

Bufferbloat / High Latency

Symptoms

  • Good download speed but poor responsiveness
  • Gaming lags when someone else streams
  • Video calls freeze when downloads active
  • Ping times spike during uploads

Solutions

  1. Enable QoS (Quality of Service) on router
  2. Prioritize gaming/video call traffic
  3. Limit bandwidth for background services
  4. Upgrade to higher-tier plan if consistently maxing out bandwidth
  5. Recommend router upgrade if router is old (pre-2020)

Equipment Issues

Router/Modem Hardware Failure

Signs of Hardware Failure

  • Device won't power on
  • Lights don't respond normally
  • Overheating (very hot to touch)
  • Burning smell
  • Physical damage visible
  • Continuous rebooting
  • All troubleshooting fails

Equipment Replacement Process

  1. Verify equipment is faulty (not configuration issue)
  2. Check if equipment under warranty
  3. Generate RMA (Return Merchandise Authorization) in system
  4. Options for replacement: - Mail replacement device (3-5 business days) - In-store pickup (same day if stock available) - Technician installation (2-3 business days)
  5. Arrange return of faulty equipment
  6. Waive service fee if equipment failure not customer's fault
  7. Process equipment swap in system
  8. Provide tracking/appointment details

Escalation Criteria

When to Escalate to Technical Support

  • All basic troubleshooting completed without resolution
  • Speed consistently below 70% of plan speed on wired connection
  • Intermittent issues with clear pattern suggesting network problem
  • Physical line damage suspected
  • Equipment failure confirmed
  • Signal levels outside acceptable range
  • Complex network configuration needed (business customers)
  • Issues persisting more than 48 hours

Information to Provide When Escalating

  • Customer account number and service address
  • Service plan and equipment details
  • Specific symptoms and when started
  • All troubleshooting steps already completed
  • Speed test results (with methodology)
  • LED light status observed
  • Frequency and pattern of issue
  • Whether wired/WiFi/both affected
  • Number of devices affected

Prevention and Maintenance Tips

Advice for Customers

  • Restart router monthly for optimal performance
  • Keep router firmware updated
  • Position router optimally (central, elevated, open)
  • Don't overload network (reasonable device count)
  • Use wired connection for stationary devices (TV, desktop, gaming console)
  • Secure WiFi with strong password
  • Change default admin password
  • Keep router well-ventilated (not in cabinet)
  • Protect equipment from power surges (surge protector)

Important Reminders

  • Always start with basic troubleshooting
  • Document all steps taken in customer notes
  • Set realistic expectations on resolution time
  • Test thoroughly before confirming resolution
  • Follow up after escalation
  • Provide temporary solutions if extended downtime expected
  • Check for customer's technical knowledge level and adjust explanations

Related Articles

  • Home Broadband Plans Overview
  • WiFi Router Setup and Configuration
  • Broadband Installation Requirements
  • Technical Support Escalation Process

Effective Date: November 2025 | Version: 1.0 | Target Audience: Care

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