Click the Get Started button to begin the troubleshooting process.
If you haven't already, log in to My Account.
You will see the message Please wait while we retrieve your account information while the tool retrieves your account information, checks for outages in your area and device connections.
Using the Tool
Select the Internet device that you would like to troubleshoot.
The tool will then ask you to perform a series of troubleshooting actions, the first of which will be to check the modem for any loose connections.
After checking the modem's connections, the next step will ask that you try to reconnect the modem.
You will then be asked if restarting your modem solved the issue.
If you select Yes, you will be presented with a Success! screen and can exit by selecting the Done button. If you select No, proceed to step 6.
If the issue is not resolved, the next troubleshooting step will ask if you are using a Wi-Fi router to connect to any computers. If you select Yes, you will proceed to additional steps to troubleshoot. If you select No, you will proceed to step 7.
If you do not have a router or the additional router steps did not resolve the issue, we will try to reset the router for you remotely once you select Restart device.
You will then be asked to see if your Internet works after waiting five minutes.
If this solves the issue, you will be presented with a Success! screen and can exit by selecting the Done button. If this does not solve your issue, a specific error message will be presented (like the one below), and you may request a call back, if needed.