Frequently Asked Questions
Quick answers to the questions we hear most often. For step-by-step help, see the full Help Center.
Why is my internet slow at certain times of day?
Internet speeds can be affected by how many people are online at once, especially during peak evening hours. See our slow internet troubleshooting guide to test whether it's your connection or general network congestion.
How do I find my Wi-Fi password if I've forgotten it?
Check the sticker on your router first, or view it from a device that's already connected. Our forgotten Wi-Fi password guide covers every option.
Why did my internet disconnect after I made a payment?
Payments can take a few minutes to process and reconnect your service automatically. See our payment and account troubleshooting guide if it doesn't reconnect after a short wait.
What's the difference between restarting and resetting my router?
A restart (unplug, wait, plug back in) keeps all your settings and fixes most issues. A factory reset erases your Wi-Fi password and settings back to default, and should only be used as a last resort -- see our router restart and reset guide.
My internet works on one device but not another -- what's wrong?
This usually means the issue is with that specific device, not your Wi-Fi or internet plan. See our device connectivity troubleshooting guide.
How do I know if there's an outage versus a problem in my home?
Check whether neighbors or nearby customers are also affected. If only your home is affected, work through our internet connection troubleshooting guide before contacting support.