If your broadband connection isn't working, start by restarting both your fiber modem and router. This simple step resolves many common connectivity issues. If the problem persists, follow the troubleshooting steps below to isolate and resolve the issue.

How to troubleshoot

  1. Step 1: Restart your equipment

    Unplug the power cable from both your fiber modem and your router. Wait one minute. Then plug the devices back in and wait for them to start up completely. Check if the problem is resolved. During this process, ensure that all lights on your modem are functioning as they should; typically, a steady green light indicates normal operation.

  2. Step 2: Test with direct connection

    If you still have problems, connect a computer directly to your fiber modem using an ethernet cable. Use a different cable than the one connected to your router to rule out cable issues. Check if the connection works. This step helps determine whether the issue is with the modem or the router. If the direct connection works, the problem might be with the router; if not, it could be related to the modem.

  3. Step 3: Check your network settings

    Login to your router's admin panel by entering its IP address in a web browser. The default IP is usually printed on a sticker on the router or found in the manual. Once logged in, check that the DHCP server is enabled and that there are no conflicting IP addresses set manually on any connected devices.

  4. Step 4: Update firmware

    Check if your router and modem have the latest firmware updates. Outdated firmware can cause connectivity issues. Visit the manufacturer's website for instructions on how to update your device’s firmware.

  5. Step 5: Contact support

    If the problem persists, create a support ticket in our customer portal and we will help you troubleshoot further. Be sure to provide detailed information about the issue, including any error messages you receive, the steps you've already taken, and your equipment model numbers.

Check for service disruptions

You can check current service disruptions in your area here: https://internetport.se/status

Tips to prevent future issues

  • Keep your router and modem away from sources of interference such as microwaves, cordless phones, and other electronic devices.
  • Ensure that the power supply for both your modem and router is stable. Consider using surge protectors or uninterruptible power supplies (UPS).
  • Regularly update the firmware on your networking equipment to benefit from the latest features and security patches.