Internet problems always seem to happen at the worst possible time. Whether you’re in the middle of a work call, helping with homework, or just trying to unwind at the end of the day, a dropped connection is genuinely disruptive. The good news is that most issues can be resolved quickly, and you don’t have to figure it out alone.
This guide walks you through a few simple steps to try on your own and explains what to expect if you need to call for support.
Start Here: Basic Troubleshooting Steps
Before calling for help, work through these steps in order. Many common connection issues can be solved in just a few minutes.
Check your router lights. Your router has indicator lights that give you a quick snapshot of its status. If any lights are red or off entirely, that’s a sign something needs attention.
Check your cables. Make sure every cable connected to your router is plugged in firmly, including the power cord and the line that brings internet service into your home. A slightly loose connection is a surprisingly common culprit.
Confirm your device is connected. Check that your phone, computer, or tablet is connected to your WiFi network or plugged in directly with an ethernet cable. Sometimes a device quietly drops its connection without an obvious notification.
Try loading a website. Open a browser and try a few different websites. If nothing loads, the issue is likely with your connection. If one site won’t load but others do, the problem may be with that particular site, not your internet.
Check your speeds. Run a quick speed test to see what speeds your connection is actually delivering. If your results are significantly lower than what your plan includes, that’s useful information to have when you call for support.
Test on a second device. If you have another phone, tablet, or computer available, try connecting with that device. If the second device works fine, the issue is likely with the first device rather than your internet connection.
Restart your router. If you’ve worked through the steps above and still don’t have a connection, restart your router. Unplug it from the wall outlet, wait 30 seconds, and plug it back in. Give it a few minutes to fully reconnect before testing again. This clears out small technical hiccups that can occasionally cause slowdowns or dropped connections.
Still Having Trouble? That’s What We’re Here For
If you’ve worked through the steps above and your connection still isn’t right, it’s time to call your local support team at 1-844-DFN-SUPP. This is exactly what our team is there for.
When you call, a support representative will first verify your account information to confirm they’re speaking with the account holder. From there, they’ll ask a few questions about what you’re experiencing and when the issue started. In many cases, the team can see the status of your connection from the office, which helps them get a clearer picture of what might be going on before any additional steps are needed.
A good portion of issues can be diagnosed and resolved during that first call. If the issue requires a closer look, the team will work with you to schedule a technician visit at a time that’s convenient for you.
What to Expect from a Technician Visit
A technician visit is a straightforward process, and knowing what to expect ahead of time makes it even smoother.
Your technician will typically start outside, checking the point where your service connects to your home. This helps them determine whether the issue is originating outside or somewhere inside. If the outside connection looks good, they’ll move inside to check your router and the coverage throughout your home.
Before your appointment, take a few minutes to think about where and when you’ve been experiencing issues. Noting specific rooms, devices, or times of day can help the technician find the problem faster.
A few simple things can help the visit go smoothly:
- Make sure someone 18 or older is home for the appointment
- Secure any pets that may not be comfortable with a stranger in the home
- Be prepared for the technician to access areas like utility rooms, basements, or crawl spaces if needed
We’re Here When You Need Us
Internet issues can feel like a big deal in the moment, but most are resolved faster than you’d expect. Working through a few basic steps on your own can often get things back on track quickly, and when it doesn’t, your local support team is just a phone call away.
Save the DFN support number in your phone now, before you need it, so it’s easy to find when something comes up. Our team knows your area and is ready to help get your connection back to where it should be. 1-844-DFN-SUPP