Troubleshooting

Troubleshooting Steps

Internet

• Is it an isolated device issue? Reboot the device in question and check for updates.
• No internet?
  • Check for power to the router. Verify power and fiber cable are properly secured. Do not push the reset button on your router.
  • Check for damage to all fiber cables. Indoor and outdoor cables
• Is it a single service issue? (Example: I can’t get Netflix to load, but Hulu is working). Test different streaming services and try the same applications on other devices to help identify the cause of your service issues.
• Check for damage to all fiber cables. Indoor and outdoor cables.

Phone

• Is your internet working? Check for internet connectivity and verify router has power/service.
• Power to the base station? Check your base station to ensure it is plugged into power and phone cable is properly secured on both ends.
• Are all lines on hook?
• Are your phones forwarded?

Stil Have a Question or Need Help?

Call us at (866) 226-3372, option 5, and we will be happy to assist you!

Need a fast, helpful answer? Visit our frequently asked questions first.

Learn the right way to run a speed test on your connection here: Run Speed Test. You can also run a speed test on your fiber router directly from the myBECfiber mobile app.