Having troubles? Here's some first aid. 

 

CAN’T CONNECT TO THE INTERNET?

  • Have you paid your bill?

  • Is everything plugged in and turned on? 

Look for lights on your optical network unit or K/Fiber ONU (the small white box mounted on the wall with a power cable, a fiber cable, and at least one ethernet cable attached) and on your separate router, if you have one. If they’re out, check if a power plug is dislodged from the electric outlet. Is a power strip switched off?

If the computer says the network cable is unplugged, make sure the ethernet (network) cables are plugged into the K/Fiber ONU and/or the computer or a router.

  • Is your separate wifi router locked up?

It is not uncommon to have a good WiFi connection between your wireless router and your computing devices yet have no connection to the internet. This is because the router has lost its connection to our network device—the K/Fiber ONU. Solution? Power cycle the router to reboot it. Unplug the power to the router; count to ten; and plug it back in. Wait two minutes. If this fails, try the next suggestion below.

Please DO NOT USE THE RESET BUTTON. You shouldn’t need to, but if you unplug any ethernet cables MAKE CERTAIN THAT THE CABLE FROM THE ONU IS PLUGGED INTO THE ROUTER’S WAN/INTERNET PORT.

  • Is your K/Fiber ONU locked up?

More rarely, our K/Fiber ONU (the small white box mounted on the wall with a power cable, a fiber cable, and at least one ethernet cable attached) may lose its connection to our network. This time, power cycle both the K/Fiber ONU and the router, if you have one, to reboot each. Unplug the power to the K/Fiber ONU. Count to ten, and plug it back in. Unplug the power to your router. Wait two minutes before plugging it back in. Once again, wait two additional minutes (total of four minutes) before trying to get online. Meanwhile, you can reboot your computer by powering all the way down and letting it sit for 30 seconds before powering it back up.

  • Windows computer: Has networking been disabled? 

Check for two computers in lower right corner. If they are there, is there an X through them? Right-click the icon, and then select Enable. If there are no computer symbols, go to Start>Settings>Control Panel>Network Connections, right-click on Local Area Connection, and then select Enable.

If the computer is a laptop, is there a keyboard button to enable/disable wireless access?

  • Macintosh computer: Is WiFi turned on?

Go to the WiFi icon in the menubar or to System Preferences>Network to Turn WiFi On. 

SLOW OR INTERMITTENT CONNECTION?

  • Run SPEEDTEST or SPEEDSMART a few times at different times of day to see if there are any patterns to the problem. These generally accurate tests are hosted on regional servers.

  • Update and run your antivirus and malware programs.

 

CERTAIN WEBSITES BLOCKED?

  • Check firewall settings and redundant software.

  • Update and run antivirus and malware programs.

 

CAN’T SEND EMAIL BUT CAN RECEIVE?

Windows computer: Make sure you have My Server Requires Authentication checked in your email settings.

  1. Open Outlook or Outlook Express.

  2. On the Tools menu, click Accounts.

  3. Click the Mail tab

  4. Select the email account you wish to modify and click the Properties button.

  5. Click the Servers tab.

  6. Under the Outgoing Mail Server, click to select the My Server Requires Authentication check box

  7. Click Apply and then

  8. Click Close button on the Internet Accounts window. Try sending again.

 

STILL NEED HELP? GET ASSISTANCE.

Toll-free any time—day or night, weekdays, weekends, and holidays! 

888-K-Fiber-7 (888-534-2377)