Troubleshooting Your Internet & WiFi Connection

If your Internet isn’t working, keeps dropping or is slower than expected there are a few simple fixes you can try.

Check for outages

Go to My Account and sign in with your username and password. Once in, you’ll see an overview of your account. On the right hand side of the screen, under My Services, any information about a service outages in your area will appear here.




Check the connections and placement

If there are no reported outages, see if a few quick checks uncover the problem:

  • Make sure the equipment cables are plugged in, the coaxial cable has finger-tight connections to both the wall outlet and your equipment, the equipment is powered on, the wall outlets are working, and a fuse hasn’t blown.
  • Make sure your equipment is in an open space, positioned away from anything that might block its signal.
  • If trying to connect to your in-home WiFi network (also known as SSID), make sure you're using the correct network name and password. If you forgot your WiFi network name or password, you can find it at suddenlink.com/router or on Altice One under Settings->Internet->Wi-Fi.

Restart your equipment

Modem/Gateway (non-Altice One)

  1. Unplug your modem or gateway from the power by pulling the power cord from the back of the modem or gateway.
  2. If you have a router, unplug the power from your router by disconnecting the power cord from the back of the router.
  3. Plug the power back into your modem or gateway and wait 30 seconds.
  4. If you have a router, plug the power back into your router and wait 30 seconds.
  5. Check your Internet connection by opening a new web browser window.

Altice One

  1. Press and holdon the front panel of the box for 10 seconds.
  2. Check your Internet connection by opening a new web browser window.

Check the individual device

The above focuses on network-level issues. If you are having problems with an individual device, try the following:

  • Turn off WiFi on the device you’re trying to connect to your in-home WiFi network and then turn it back on.
  • Move your device closer to your equipment.
  • Restart the device.
If you are still experiencing an issue after following the steps above, please contact customer service.