Modem
Connects to your service line and brings internet into your home. On fiber this is an optical terminal.
Help
Connectivity Help
Wi-Fi basics and a practical order of operations for when something is not working.
The basics
Wi-Fi in two minutes
Router
Creates your home network and shares the connection by Wi-Fi or cable. Many homes have a combined unit.
Your devices
Phones, laptops and TVs all share the router’s capacity. More devices means less for each.
| Wi-Fi band | Range | Speed | Best for |
|---|---|---|---|
| 2.4 GHz | Longest | Lower | Far rooms, smart-home gear, basic browsing |
| 5 GHz | Medium | High | Streaming, video calls, gaming |
| 6 GHz (Wi-Fi 6E/7) | Shortest | Highest | Close-range, high-demand devices |
Router placement
- Place it high and central, in the open, not inside a cabinet or behind a TV.
- Keep it away from microwaves, cordless-phone bases, baby monitors, mirrors and big metal objects.
- Orient external antennas one vertical, one horizontal.
- For weak rooms, add a wired access point or mesh node about halfway.
Diagnose
Find out where the problem is
- 1
One device or all of them?
One device: forget the network on it, rejoin, restart it. All devices: continue.
- 2
Wi-Fi or the connection itself?
Plug a laptop into the router by Ethernet. Works by cable but not Wi-Fi: wireless problem. Slow or down by cable too: router or incoming service.
- 3
Check the lights
Your manual explains each light. A light meaning no signal or no internet usually points at the line, not your devices.
- 4
Restart in order
Follow the restart checklist: modem first, router second.
- 5
Check cables
Reseat every connector firmly and look for kinks or damage.
- 6
Test at different times
Slowness that clears late at night can point to local congestion.
Reading a speed test
Test by Ethernet cable with other devices idle, and run it a few times. Compare the result with the speed in your plan, remembering advertised speeds are usually "up to." Wired results far below your plan are worth raising with your provider, who can check the line and account.
Basic network security
- Use WPA2 or WPA3 with a long, unique Wi-Fi password.
- Change the default router admin password.
- Keep router firmware updated.
- Put visitors and smart devices on a guest network.
When it is a question for your provider
Outages, line faults, billing and account changes can only be resolved by the company that provides your service. We can help you work out what to ask.
Prefer to talk it through?
Call Monday–Friday, 9am–6pm Eastern. Please know before you call: you are reaching an independent assistance service, and we will explain any fees before they apply.
Call (833) 581-4309