Try This First
Is the Power LED light on the Modem lit?
- If not, check to make sure the modem is plugged in and the outlet has power.
- If the Power LED is lit, go to the next step.
Reboot your cable modem or phone modem:
Unplug your Modem from Power - Count to 30 Seconds - Plug it back in:
This step is usually necessary to re-establish a connection after a recent issue. It is a health 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.
If you also subscribe to FidelityTV services, verify that your FidelityTV service is working. If power to the modem is active, but both internet and TV service are not working, please call our Technical Care Center for further assistance at 800-392-8070
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
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.
Have you added 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 potentially increase the signal strength. (Note: If a Fidelity technician installed the splitter, please do not remove it. If additional troubleshooting steps fail, please call our Technical Care Center for further assistance at 800-392-8070.)
Run a speed test.
Run 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 refer to additional troubleshooting steps on this page. If troubleshooting fails, call our 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.
To check if there is an outage in your area, please call 800-392-8070. If there is a temporary service outage in your area, you will hear an announcement regarding current outages in your area.