Troubleshooting Internet Support

For instructions on how to access additional phone service features, reference the Home Phone User Guide (PDF).

Start by checking that your Wi-Fi router is powered on and securely connected. Try restarting your Wi-Fi router by unplugging it for 30 seconds and plugging it back in. Test with a wired Ethernet device to rule out Wi-Fi issues. If the issue continues, contact our technical support team for assistance.

The lights on your router show the status of power, internet connection, and Wi-Fi activity. A solid or blinking green light usually means everything is working properly, while red lights or no lights may indicate a connection issue.

Slower speeds can be caused by Wi-Fi interference, distance from the router, older devices, or passing through brick or metal walls. Run a speed test using Ignite Broadband IQ App or speedtest.net while connected directly via Ethernet cable for accurate speeds.

• Fact Sheet: What factors affect connection speeds? (PDF)
• Fact Sheet: Understanding internet connection speeds? (PDF)

You can change your Wi-fi name and password by using the Ignite Broadband IQ App. As well as manage parental controls, guest Wi-Fi networks, content restrictions, prioritize devices and more!

Access advance settings by opening a browser at 192.168.1.1. Use username “admin” and the password printed on the device sticker, usually near the serial number or Wi-Fi Key located on the bottom or side of the Wi-Fi router.

Yes, you can use your own router. However, we offer an advanced Wi-Fi 6 router free of charge to ensure the best experience possible.

*NOTE: If you use your own router, you will be responsible for set up, any issues and maintaining firmware updates.

• Fact Sheet: What is Firmware? (PDF)

Wi-Fi drops are often caused by interference from other networks, physical obstacles, outdated equipment, or coverage limitations in your home. Adding mesh extenders or repositioning your router can help improve stability. If you continue to experience service issues contact our 24/7 technical support.

For the most accurate results, connect a device directly to your router using an Ethernet cable and run a speed test when no other devices are actively using the internet.