In today’s fast-paced digital world, staying connected is a must, so when your connection isn’t working you notice. We get how frustrating that can be, which is why we’ve put together some helpful tips to troubleshoot your connection and get back to surfing and streaming in no time!
First Things to Check:
Problems with your connection can have various causes, so before diving into solutions, let’s start with a few diagnostic tests to pinpoint the problem
- Check Multiple Websites or Apps
One of the first things to do if you are having connection problems is to confirm that the problem isn’t isolated to a specific website or app. Try accessing multiple sites or apps to ensure the issue is widespread. A helpful tool for this is to visit websites like downforeveryoneorjustme.com/ to see if there is an outage specific to a site/company.
- Verify Power and Connections
Another common problem is that your router or modem/ONT may have been disconnected from the power cord or ethernet cable. Sometimes something or someone can bump your devices disconnecting them. Here’s what to check:-
- Check to make sure that your Router is plugged in and the device is powered on.
- Check that the black power cord attached to your Yellowstone Fiber ONT is plugged in and the device is powered on
- Check that the Ethernet cable hooked up to your ONT and Router are securely connected. (Do not move the ethernet cord on the ONT to a different port)
IMPORTANT NOTE: Do not tamper with the yellow fiber line that is connected to the ONT. This could damage your fiber connection and require repair by a technician.
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- Run a Speed Test
To help pinpoint the issue, we recommend running a speed test while directly connected to your Yellowstone Fiber ONT. To do this unplug the ethernet cable from your router and plug it directly into a laptop or desktop. Once your device is connected to your ONT go ahead and visit www.speedtest.net/ to begin running a speed test.
If your speed test while connected to your ONT is less than the speeds you signed up for, contact your Internet Service Provider to verify your speeds.
Check Your Router:
More often than not the problems with your internet connection stem from issues with your router. Here are some common router solutions to try if you are having problems with your connection:
- Restart Your Router
The simplest and most common fix for internet connection issues is restarting your router. To do this here’s what you need to do:-
- Unplug the router’s power cable. Wait one minute.
- Plug it back in and allow the router to reboot.
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- Make Your Internet Connection Secure
Be sure to create a strong password that will prevent strangers from accessing your network. Extra users slow your Internet connection by taking up additional bandwidth. We recommend that all homeowners protect access to their Wi-Fi with a complex password. - Beware of Wi-Fi Interference
Wi-Fi signals can be absorbed or blocked by materials such as concrete, glass, and metal. This interference can directly impact the strength of your Wi-Fi signal. Additionally, devices in your home may impact your Wi-Fi signals because they emit or use the same frequency space as your Wi-Fi. Devices that can interfere with your signal include baby monitors, phones, microwaves, etc. To solve this problem try setting your router up high and keeping it away from things that may block its signal.
Last Step and Contacting Support Teams:
If none of the above steps work in restoring your internet connection here are the next steps we recommend taking:
- Contact Your ISP
If the steps above don’t resolve the issue, it may be time to contact your Internet Service Provider. While Yellowstone Fiber provides the fiber backbone, your ISP manages your internet service, including speeds and connectivity. This makes them the best ones to contact when your connection is struggling. If your problem is fiber related your ISP can send you our way and our teams can help get any fiber issues resolved. You can find their contact information and support hours here on our ISP Contact Information page. - Contact Yellowstone Fiber
If your ISP is unable to determine the cause of your connection problems you can give our customer service teams a call/chat/email and they would be happy to assist you! If the problem ends up being your ONT or fiber connection they will be able to schedule a time for one of our technicians to come out and repair the problem. You can reach them by giving them a call at 406-312-5777, sending them an email at support@yellowstonefiber.com or sending them a chat by clicking the blue chat bubble in the bottom right hand corner of our website! - Power Cycle Yellowstone Fiber Equipment
If advised by Yellowstone Fiber or your ISP, you can try to power cycle your Yellowstone fiber equipment. Only do this if you are asked to by your ISP or a Yellowstone Fiber Agent. If you power cycle your Yellowstone Fiber equipment it will lose its logs, making it very difficult for Yellowstone Fiber or your ISP to troubleshoot any issues further. Do NOT push the Reset button on your ONT. This will erase the configuration on the equipment and may require a technician to come out and fix it, resulting in a truck roll fee. To perform an ONT power cycle follow these steps:-
- Turn off the device.
- Unplug it from the power source.
- Wait for 2-3 minutes.
- Plug it back in and turn it on.
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By following these troubleshooting steps, you can resolve most internet connection issues quickly and easily. But if you are still having trouble, don’t worry—we’ve got you covered! Our teams and your ISP are ready to assist however we can!