The WOW! Buzz

So many of the calls we receive from our customers are for lost internet connections and the inability to surf the web.  Losing your web connection is a drag so I thought our customers might be interested in a few self-help tips.  I spoke with one of our Tier 3 Representatives, Neal Jones, and here’s a few starter tips on how to troubleshoot internet connectivity, on your own, if you’d like to give it a try.

• First, consider what the lights on your modem are doing.
  Both the power light and the “Online” lights should always be on.
• If the modem has no lights at all, check the power cord. The only time the power light will be completely off is if the modem is unplugged.
• If it is plugged into a power strip, check to make sure the power strip is plugged in and is turned on. This could be a simple solution to the problem.
• The other lights on the modem may be solid or flashing, check these to verify that the modem is connected to the WOW! network.  The Power, DS, US, and online lights should solid at all times. The rest of the lights on the modem may flash if the internet or the phone service is active.
• If these 4 lights are not all solid, press the reset button on the back of the modem for 3-5 seconds to reboot the modem.
• If the lights are still not solid, check the cable line to the modem, making sure all connections are finger tight and bypassing and splitters, creating a direct connection from the wall plate to the modem.
• If the Power, DS, US, and online lights fail to stay solid, it’s time to call us for technical support at 1-866-496-9669.

Evaluating the modem lights sounds simple, and it is.  It’s one of the easiest first steps to take  and may solve the problem.  If these steps don’t work, there are more easy steps you can take on your own.  Stay tuned for more tips next week.