Internet Giving You Attitude? Let's Get You Back Online.
Scanned the QR code? You’re in the right place.
Follow the steps below to troubleshoot common issues, manage your Wi-Fi, or contact support.
Take Control of Your Wi-Fi with the CommandIQ App!
Many Wi-Fi issues can be diagnosed and fixed directly from the CommandIQ app without calling support.
*Not available to Bruce, MS customers.
What Seems to Be the Problem?
Select the issue that best matches your situation below.
My Internet Isn't Working At All
Step 1: Check for Power
Are the lights on? Check for damage to the power cord. If your router is plugged in but has no power, the power cord may be bad.
Router Light Guide:
🟢 Solid Green = Good 🟡 Blinking = Starting Up
🔴 Red = Connection Problem ⚪ No Lights = No Power
Step 2: Restart your Router
Unplug the power source, wait 30 seconds, plug it back in. Wait 1–2 minutes while your router boots back up.
⚠ Do NOT press the “reset” button on the router.
Step 3: Check Other Devices
See if other devices are working. If this is isolated to one device, it’s a device issue — contact that device’s manufacturer.
Step 4: Check for an Outage
Fiber cuts, power loss, and accidents can temporarily interrupt service. For large outages, we post updates on social media.
My Internet Is Slow
Quick Questions:
- Are multiple people streaming?
- Is someone gaming?
- Are you far from the router?
You may need to try these fixes:
- ✅ Increase your internet speed
- ✅ Move closer to the router
- ✅ Run a speed test
- ✅ Add a Wi-Fi Extender or Outdoor Hot Spot
- ✅ Disconnect unused devices
- ✅ Use CommandIQ to see what’s using bandwidth
*CommandIQ app not available to Bruce, MS customers.
Some Devices Work, Others Don't
- ✅ Turn Wi-Fi off and back on
- ✅ Forget and reconnect to the network
- ✅ Restart the device
- ✅ Check if software updates are pending
If all other devices are online…
The problem is likely with the device rather than your internet connection. You’ll need to contact your device’s manufacturer for assistance.
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Before You Contact Support
Have These Ready:
- ✅ Account number or service address
- ✅ CPNI code
- ✅ Description of the issue
- ✅ Router light status
- ✅ Any troubleshooting steps you’ve already tried
Frequently Asked Questions
Common questions from our customers.
Your router may still be rebooting. Give it up to 10 minutes after power is restored. You may need to power cycle your router and connected devices. Do NOT press the “reset” button on the router.
Walls, appliances, and distance can weaken Wi-Fi signals. Arriva can add Wi-Fi extenders to extend your signal and improve your service.
Wireless devices rarely achieve maximum speeds due to distance, interference, and device limitations. There are several factors that can affect the speed you see on a specific device, even when your internet connection is performing exactly as it should.
Internet is the connection coming into your home. Wi-Fi is how your devices connect inside your home. You can have a Wi-Fi issue even when your internet service is working properly.