Troubleshooting Guidance FAQs (2024)

My internet connection is down. What should I do first?

First, confirm there is power to the modem and that the power cable is plugged in. If using a power strip, ensure the power strip is on and plugged in.

Next, try rebooting your modem. Unplug them, wait for 30 seconds, and then plug them back in. This often resolves minor connectivity issues.

What should I check if rebooting my modem doesn't solve my internet connection issue?

Confirm there is power to the modem and that the power cable is plugged in. If using a power strip, ensure the power strip is on and plugged in.

Verify that all cables and connections are secure. Ensure your modem is properly connected to Sparklight's network and your modem is distributing the signal correctly.

My Wi-Fi is slow. How can I improve it?

Wi-Fi speeds will vary depending on distance, equipment type, and other impairments.

Check for interference from other devices, such as cordless phones or microwaves. Make sure your modem is in a central location and consider upgrading to a newer, faster modem.

Why do I experience intermittent internet dropouts?

Intermittent dropouts can be caused by various factors. Check for damaged cables or outdated firmware on your modem. Sometimes a device itself may be experiencing problems. Verify if it is a specific device or if all devices have issues. Proximity to other wireless networks, such as in apartments, can also cause intermittent issues.

I can connect to Wi-Fi but can't access the internet. What should I do?

Restart your modem. If the issue persists, check for a Sparklight service outage or account issues, such as an unpaid balance.

What is the difference between 2.4 GHz and 5 GHz? Which frequency should I choose?

Most routers will have the ability to broadcast two network frequency bands known as the 2.4 GHz and 5 GHz bands. Depending on the layout of the home, you may need to need to put certain devices on the 2.4 GHz for the best performance and connection strength.

A 2.4 GHz connection travels farther at lower speeds, while 5 GHz frequencies provide faster speeds at shorter ranges. 2.4 GHz provides the most coverage at a slow speed. 5 GHz is faster but with less coverage range.

If you want a better range, use 2.4 GHz. If you need higher performance or speed, use the 5 GHz band. The 5 GHz band, which is the newer of the two, has the potential to cut through network clutter and interference to maximize network performance. This means this band is better for reducing game lag.

Which Wi-Fi network (2.4 GHz or 5 GHz) should I connect to for the best performance?

2.4 GHz

The 2.4 GHz band will be great for connections at longer distances and provide coverage of up to 300 feet, depending on the router installed. This may be the best option when connecting in rooms with multiple barriers that separate them from the router, such as walls and large furniture. This channel is a slower connection than the 5 GHz network and you may encounter speeds that are much lower than your subscription speeds on this network.

5 GHz

The 5 GHz band is great for connection with devices within 50 feet. 5 GHz will be able to achieve speeds typically up to 150mbs -500mbs depending on the device and distance from the router. This band will begin to see performance drop with great connections over 50 feet and multiple obstacles between the router and the connecting device.

How can I test my internet speed?

Login to your Sparklight online account or mobile app for convenient access to speed test tools. Or use online speed test tools like Ookla Speed test to measure your download and upload speeds from your home service connection to your modem. This helps identify if your internet is performing as expected. A hardwired connection to your modem will provide the most accurate speed test results. Testing over Wi-Fi may provide mixed results.

My Wi-Fi signal is weak in certain areas of my home. How can I fix this?

Try moving your modem to a more central location or consider adding an additional Wi-Fi access point to improve coverage. If you have a large home or multiple floors, consider adding an additional access point to improve coverage.

Is my internet plan sufficient for my needs?

Review your internet plan to ensure it meets your usage requirements. Check to see how many devices your current internet service plan can support and compare how many devices you have connected to the internet, such as computers, smartphones, tablets, thermostats, appliances, home security systems, gaming consoles, etc. If you're experiencing slow speeds or frequent buffering, you may need to upgrade your plan.

What should I do if I suspect a hardware issue with my modem?

You may contact Sparklight to diagnose the problem:

  • Submit a support ticket to our Tech Support team.
  • Chat with Tech Support for guidance on troubleshooting.
  • Call our Tech Support for guidance on troubleshooting.
  • Visit your nearest Sparklight local office.
  • Schedule a Service Appointment and a technician will come to your home to troubleshoot issues or replace faulty equipment.

I'm getting high ping during online gaming. How can I reduce latency?

Connect directly to your modem via an Ethernet cable for a more stable connection. Ensure no other devices are heavily using bandwidth while gaming. Ensure your internet plan is suitable for your usage needs.

How can I protect my network from unauthorized access?

Secure your Wi-Fi network with a strong password and encryption (WPA3 is recommended). Change default login credentials on your modem to prevent unauthorized access. For enhanced security options, consider adding Secure Plus to your Wall-to-Wall Wi-Fi service.

What should I do if my internet service is consistently slow during certain hours?

If you experience slow speeds at certain hours, you may be experiencing wireless saturation in the home. Even neighboring wireless networks can cause latency due to data conflicts. You may experience this if you live in an apartment that has multiple wireless networks near each other.

Contact Sparklight for guidance on your situation. We may offer solutions or suggest upgrading to a faster plan based on your usage needs.

What is the best way to contact Sparklight for support?

We're here for you! You can contact Sparklight’s Tech Support team through the following support channels:

  • Submit a support ticket to our Tech Support team.
  • Chat with Tech Support for guidance on troubleshooting.
  • Call our Tech Support for guidance on troubleshooting.
  • Visit your nearest Sparklight local office to speak directly with a service agent.
  • Schedule a Service Appointment to directly request a technician to come to your home to troubleshoot issues or replace faulty equipment.

How can I check for known outages in my area?

Log in to your online Sparklight account or the Sparklight mobile app to check for reported outages in your area. If there is a known outage in your area, an outage alert will display on the home page.

Is it my responsibility to fix issues beyond my home network?

No, issues beyond your home network are Sparklight's responsibility. Please contact us to resolve issues with our infrastructure.

Remember, if you encounter persistent internet issues that you can't resolve, don't hesitate to reach out to Sparklight for professional assistance. We're here to help 24/7.

Troubleshooting Guidance FAQs (2024)
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