Support Hub: Troubleshooting
Find solutions to common issues and access diagnostic tools.
Troubleshooting FAQs
My internet is not working what should I do?
Most of the time, this is easily solved by rebooting your router. Unplug its power cord for 30 seconds and then plug it back in and wait for it to reboot. If your service still doesn’t return, you can also check our network status through a working connection (such as a smartphone) to see if any issues have been reported in your neighborhood.
Is NextLight having an outage?
Check the service light indicators on your Nextlight modem. you are missing lights for WAN, Service, or Broadband, give us a call or check our network status online through a working connection (such as a smartphone) to see if any issues have been reported for your area. If those modem lights are present, simply reboot your home networking equipment.
My speeds seem slow is there a problem?
You can always check our network status to see if any issues have been reported for your area. In general, the speeds you experience will be determined by your device and connection type. Typically:
- Wireless 2.4 = 10-60MBPS
- Wireless 5Ghz = 100-300MBPS
- Hardwire Ethernet = 700-900MBPS on average.
My phone service has stopped working what can be done?
This can nearly always be fixed by rebooting your Optical Network Terminal or ONT, the “fiber modem” for your NextLight service. To do this, unplug your ONT (leaving the other end attached to the wall), wait about 20 seconds, and then plug it back in. If you’ve tried this and your Digital Voice phone service still isn’t working, please give our technical support team a call at 303-774-4494 or email us at Support@mynextlight.com and we’ll be glad to help.
How can I get the fastest speed from my NextLight connection?
Even with our gigabit service, the equipment used by the customer can make a difference. Three things to check are: the computer itself, the Ethernet cable (preferably Cat 5e or Cat 6) and, for wireless connections, the router used. Makes and models can change quickly; it’s best to check with someone whose advice you trust to see if you’re up to speed.
Where should I put my router?
It’s usually best to place your router as close to the middle of your home as possible, so that you can get the signal distributed throughout the house.
In addition:
- Keep your router at desk height or higher. Routers on the floor generally perform poorly.
- Routers in basements are not recommended as you may not get sufficient Wi-Fi signal to the floors above.
- Keep your router at least three feet away from other computer components or electronic devices, such as DVD/Blu-ray players, cable TV boxes, TV sets, florescent lighting, or audio equipment.
- Pay attention to other barriers in the straight line between the router and your device location.