Steps for troubleshooting a possible outage
Are you experiencing connectivity issues with your home internet?
Try these quick steps to troubleshoot your network:
Check your modem (the device that has a green fiber line running into it)
Is the power light on?
Are the broadband, service, and ethernet lights lit up?
After verifying power to modem
Perform a reset by unplugging it, waiting 30 seconds, then plugging it back in.
Once the modem comes back online, wait for your router to connect. This could take 2-3 minutes. Ensure your computer or device has reconnected to your home Wi-Fi network and try to pull up a website in your browser.
If you have tried these steps and are still not back online
Check to see if you have received any communication about an outage from us via text and/or email from info@gatewayfiber.com.
Call your local Gateway Fiber tech support 888-201-4339 and our team will be happy to help.
Have more questions?
If you have received an outage notification from us, know that we’re working tirelessly to restore service ASAP. We will notify you as soon as everything is back up and running.
Our team will work to identify the source of the issue and we'll be sure to communicate the estimated ETA via text and email as soon as we're able.
Our customer service team can help provide an official outage notice if needed.
- If you are using a Plume device provided by Gateway Fiber, unplug the Plume pod and plug it back in after waiting for 30 seconds. It will take a moment to reconnect and should work after that.
- If you are using your own router, the process is likely the same but it is best to check the specific instructions provided with your device.
- The modem is the box that has the Calix Gigapoint and has a green fiber running into it. This is the box that brings the signal into your home.
- The router is a box plugged into the modem that provides your Wi-Fi coverage.
Contact Us
Need to chat with someone? Give us a call at 888-201-4339 and select the Tech Support option. Our technical support team is available to get you back up to speed.
