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High Speed Internet

Connection Issues

Learn more about solutions for solving common connection issues.

 

I'm experiencing this:

  • I have no connection
  • Slow connection
  • My connection is “off” and “on”
  • Hissing or noise on the phone line

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Try this quick Fix:


Turning your router off and on solves most connection issues.

 

  1. Unplug your Gateway or router
  2. Wait 1 minute.
  3. Plug your router back in.
  4. Attempt to connect to the Internet.
If rebooting your router didn't solve the issue, check your DSL hardware to determine if your Gateway or router is connected to the Internet.
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Try this next:


If turning your Gateway or router off and on didn’t improve your connection, there could be other reasons your connection could be down or slow.

  • Make sure filters are installed. Filters must be installed on every telephone device that shares the telephone line with your Verizon High Speed Internet. If filters are missing, you may experience reduced DSL speeds as well as static or “hissing” on the telephone line.
     
  • Check your phone jack and phone cord. Try connecting the modem to a different phone jack, if possible. If the hiss and background noise is gone, the initial phone jack is defective and should be replaced. The RJ-11 phone cord that connects your modem to the phone jack may be damaged and need replacing. If your phone cord is over 14 feet long, the signal may be weakened sufficiently that it is intermittently lost.
     
  • Check your computer for viruses, spyware or a full hard-drive. You may think you have a connection issue, but your computer performance may be impacted by spyware, viruses or a full hard-drive. Use the virus protection software available from Verizon Internet Security Suite to remove viruses or spyware from your computer or remove programs from your computer.
     
  • Your Internet usage could be at capacity. If you are streaming several videos simultaneously, for example, it could cause your connection to slow down.
     
  • Electronic devices (ie TVs or microwaves) or physical obstructions (ie walls or floors) could cause interference with your router’s signal. Move your Gateway away from these obstructions. Learn more about devices that cause intermittent loss of connection.
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