A good start would be to reboot all equipment; this would include the router, any extenders, and devices that are running slowly.

The best way to test your internet speeds is to have a device that’s able to be hardwired into the router and connected via an Ethernet cable. Testing on Ookla speed test servers gives the best idea of service; just keep in mind that some of those speed test servers are in different locations across the world. Testing to multiple different servers local to you would be ideal.

There are several steps to identify why your connection is dropping. First, determine whether the drops occur on multiple devices simultaneously. If they don’t, the issue is likely isolated to that device. If multiple devices are dropping at the same time, reboot the ONT, router, and/or extenders in question. If the drops continue after all devices have been rebooted, a call would be warranted for further troubleshooting to determine the cause.

Once your Gateway Fiber service is active, please disconnect or turn off your previous internet service and equipment, including your old modem or router.

Keeping multiple internet services active at the same time can cause connectivity issues or network conflicts with your Gateway Fiber service. To help ensure the best possible experience, we recommend turning off and disconnecting your previous provider as soon as your fiber internet is installed. 

For the best experience, we recommend using Gateway Fiber’s Zyxel Wi-Fi routers. Our routers utilize the most advanced technology standards to ensure the best possible performance over multiple devices. 

If you’re using your own gear, we may not have as much visibility into your network to help you troubleshoot.

If the issue can only be reproduced on one device, it's most likely that device. If all of your devices are affected equally, it points to the equipment or the connection. Give us a call and our technical support team will help you narrow it down.

If only one device is having an issue, please make sure the device has a sufficient connection back to the router. The next step would be to make sure the device is up to date on any software updates. If both options have been exhausted, the next step would be to research the device online and see if the issue has been reported by other users. Finally, a call to our technical support team would be the next step for us to identify the device and run through our troubleshooting steps.

There are 4 different light statuses to confirm there is no issue with your modem. We would need to confirm the light status (solid green, except for Ethernet, which will blink) of the Power, Broadband, Service, and Ethernet. If all 4 are green, we shouldn’t have an issue.

1: Power – This means the unit has power. 

2: Broadband – This means the unit has light (fiber) 

3: Service – The service light indicates the device has a proper IP and is provisioned correctly. 

4: Ethernet – This light will blink if data is being transmitted. A blinking light is a good thing.

The location of your router makes a big difference. The farther a device is from the Wi-Fi connection point, the weaker the signal. Placing the Wi-Fi router centrally and away from obstructions can help distribute signals more effectively. Be sure it is placed in an open space, off the floor, avoiding cabinets, closets, drawers, and appliances, and not behind a TV or other electronics. These objects can block the signal.

Confirm light statuses on the modem and router and power cycle. If services are not restored, please call in.

All the connected devices in your home share one Wi-Fi signal, with each active device reducing the remaining bandwidth for the rest. For example, if one device uses 50 Mbps of a 600 Mbps connection, the others must share the remaining 550 Mbps.

The average American household has 27 connected devices that share the Wi-Fi coming into the home. This includes the usual suspects like phones, TVs, and computers, as well as other smart devices like security cameras, thermostats, and appliances.

To speed up your connection on a device, disconnect the higher bandwidth devices so they aren’t competing for bandwidth.

You will get the best performance when your device is within 6 ft of your main router, and not blocked by concrete, metal, masonry, plaster, wood, or mirrors.

Each device has a maximum speed capacity which can be impacted by the age of the device, speed of the device’s processor, and the types of apps running on the device. 

Not all wireless devices can handle the higher bandwidth of fiber internet. For example, older Amazon Firesticks and older generation smart phones and TVs won’t run any faster because their electronics are not setup for ultra-high bandwidth. Consider upgrading your hardware to current standards to take the best advantage of your amazing new internet service.

Do you have the latest version of Chrome, Firefox, Safari, or whatever browser you prefer? Older versions might not be able to handle faster speeds. Updates are free and only take a few minutes to download, especially since you have ridiculously fast internet now.

Wi-Fi signals can be affected by interference from other electronic devices, neighboring networks, and physical obstacles like walls and furniture. Appliances are another big culprit. For example, the refrigerator might block some of the signal if you’re trying to hop online in the kitchen, reducing internet performance.

If the device is hardwired to the router, the first step is to reboot the router and ONT/modem. If the device is wireless, confirm it has full bars/strong connectivity. If the signal is strong but buffering persists, reboot the router. If the issue continues, a call with a representative would be needed to identify more specific issues.

Unpredictable and extreme weather events can cause issues; however, our installation practices going into the home network construction make weather related interferences unlikely. 

If you route your internet traffic through a VPN and run a speed test, you’re testing the VPN’s connection speed, not your Gateway Fiber internet speed, so you will get a false reading. Disconnect your VPN and run the speed test again. How fast your internet runs through a VPN is entirely up to the VPN connection and servers.

Rebooting equipment and devices.

While outages are rare with fiber internet, they can still happen from time to time for a variety of reasons. Check out this guide for more information on what to expect when an outage does occur.