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High Speed Internet

High Speed Internet Troubleshooting

If you are unable to connect to the internet, first check your cable modem to see if it is online

(see diagram, p.7). If it is not online, power-cycle the modem by unplugging the power for 30

seconds. If the modem cannot establish the connection to the internet within a few minutes

after the power-cycle, please call our technical support department for more help. If you are

using a cable splitter to connect both the modem and your TV, you can bypass the splitter

and connect the modem directly to the wall outlet to see if the modem can connect to the

internet without using the splitter.

If you have created a network using a router, you will want to power-cycle both pieces of

equipment:

1. Unplug power to both the modem and the router.

2. After 30 seconds without power, restore power to the modem.

3. Once the modem is online, restore power to the router.

4. Once the lights on the router indicate a connection, repair the internet connection on

each computer. This may require restarting the computer.

If the cable modem indicates a connection to the internet, but your computer cannot connect

through a router, you will need to bypass the router and plug one computer directly into the

modem:

1. Unplug the power to both the modem and the router.

2. Use a single Ethernet cable to connect the modem and one computer.

3. After 30 seconds without power, restore power to the modem.

4. Once the modem is online, repair the internet connection on the computer. This may

require restarting the computer.

If you are able to connect to the internet using a computer plugged directly into the modem,

but cannot connect using your router, then your Wave internet service is working. You will

want to contact the support department for the manufacturer of your router. If you received

the router from Wave Broadband as part of our Wireless Networking service, please contact

our technical support department for problems connecting with the router.

If you are able to connect to the internet, but have another issue with your internet service,

please check our website for a number of troubleshooting guides and tips. Go to www.

wavebroadband.com, and select “Support”.

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