Try This First  

• Ensure there is power going to your modem and/or router. Check to ensure the power cords for the modem and/or router are plugged into a functioning power outlet and that the outlet is not connected to a switch that might be turned off. If you still have no power, you can try plugging your modem directly into an alternate power outlet.  Please bypass any surge protectors, extension cords, or power strips.  If there is no power to your modem, please call our 24/7 Technical Care Center for further assistance at 800-392-8070. 
   
• If you also subscribe to FidelityTV services, verify that your FidelityTV service is working. If both internet and TV service are not working, please call our 24/7 Technical Care Center for further assistance at  800-392-8070 

Have you moved your cable modem or router to a new cable outlet?  

If you have moved your modem, router or Wi-Fi access point to another location, move it back to the original installation cable (coaxial) outlet. Keep in mind that high-speed services are set up to work on the outlet where they were originally installed and may not work properly using other outlets  

It is important that the modem is in an open environment, clear of obstructions and as close as possible to the device. It is also advisable to store your modem at least 10 feet away from copy machines, microwaves and cordless phones, which can interfere with the wireless signal.  

Have you recently moved your device (PC, laptop, iPad, etc)?  

If your device is too far away from the wireless modem or router, this can cause a poor signal or a slow wireless connection. Move the device closer to the wireless access point to gain a stronger signal. Try to limit the number of walls between the device and wireless access point to one or two walls.  

Check for disconnected wires 

Make sure the ethernet cable connection to the modem and the connection between the modem, router, or wireless access point) is not loose or unplugged. 

Is there is a splitter between your wall cable outlet and the modem? 

A splitter can reduce cable signal strength coming from the wall cable outlet. Removing the splitter will increase the signal strength. Removing a splitter may be a temporary solution, especially if the splitter services multiple devices like a TV and a cable modem. (Note: A Fidelity technician may have installed the splitter. It is still OK to remove the splitter to help diagnose a weak signal point.) 

Run a speed test.  

Running a speed test on a  laptop or desktop computer that is connected with an ethernet cable directly to the cable modem. This will determine if the slow speeds are the result of Fidelity's network or another factor outside of the network. If the speeds match or are close to the subscribed speeds, then Fidelity's network and equipment are functioning properly. If the speeds are substantially less than the subscribed speeds, please call our 24/7 Technical Care Center at 800-392-8070 for further assistance.   

Limit bandwidth intensive applications 

Do you use file-sharing apps, participate in video conferencing apps like Zoom, Teams or Skype, have several household members stream high-definition video or video games at the same time? Limit applications that demand large amounts of data and multiple data-intensive streaming services like games and HD video, which can slow internet connection speeds for the rest of the household. 

Ensure firewalls are configured correctly 

Firewalls monitor all network traffic on your device. A restrictive firewall can slow internet speeds. If you suspect a firewall is restricting internet access, try resetting your firewall to its default settings. 

Was your device provided by your employer or school? 

When using a device from an employer or school it is common for VPN software to be implemented to provide you access to their protected networks. To check if a VPN application is affecting connectivity speed, attempt to disconnect from your VPN or test your connection with a different device, as the VPN itself can introduce several potential roadblocks to the internet connection and speed. 

If all else fails, it may help to reboot 

Reboot your cable modem or phone modem: 

• This step usually is necessary to re-establish a connection after a recent issue.   
• It is a healthy practice to occasionally reboot your cable modem to refresh its internet connection. 

Reboot your router (if applicable): 

• After rebooting your cable modem in the step above, it may be necessary to also reboot the router. Unplug the power from the router for 5 seconds, and plug it back in. It should take about 30 seconds to reboot. 

Reboot your computing device: 

• This step can resolve a wide variety of issues including re-establishing a connection to your internet service and installing new hardware and network drivers. 

Internet Outage? 

To check if there is an outage in your area, please call 800-392-8070 and enter your phone number/ account number. If there is a temporary service outage in your area, you will hear an announcement regarding current outages in your area.