Troubleshooting - Below is a Helpful List of Things to Check For When Your Surf Internet Gigabit Fiber Router is Not Receiving a Signal.
If you are not able to connect to the Internet on your Surf Internet Gigabit Fiber connection, first, check your router to make sure it is receiving a signal.
If your router is not receiving a signal, detailed below are a few reasons why this may be the case and how to go about resolving that issue.
1. No Power to Your Surf Internet Gigabit Fiber Router
This is, of course, the most obvious problem. Your router requires power to function. If your power is out for some reason, for instance, a widespread power outage due to a storm, and you do not have an uninterrupted power supply, such as a generator, your Surf Internet Gigabit Fiber connection will not be usable. If you are not experiencing a power outage, it is possible something else has interrupted power to your router.
- Check the LED light labeled "Power" on your router to be sure it is lit.
- If the Power LED is not illuminated, the router is not receiving power. In this case, check the router's power cable to make sure it has not come loose and is securely seated into the router as well as into a functioning power outlet.
If, you've confirmed the power cable is plugged in, but the Power LED is still not illuminated, this may indicate your router has failed. If you suspect this to be the case, please contact the Surf Internet Customer Care Team at support@surfinternet.com or by calling 888-274-6381 for further resolution options.
2. Compromised or Damaged Fiber Cable
The Fiber cable must remain properly and securely seated into your router's Fiber port at all times. Check to make sure the cable is seated into the port, but avoid unplugging it from your router.
If the Fiber cable has become dislodged from the Fiber port on the router, the integrity of the cable is likely compromised. If your Fiber cable has been compromised or damaged, please contact the Surf Internet Customer Care Team at support@surfinternet.com or by calling 888-274-6381 for further resolution options.
3. Scheduled Maintenance
Scheduled maintenance is a necessary evil that occasionally it has to happen to perform repairs, upgrade equipment, or even improve the Fiber infrastructure. Scheduled maintenance can seem intrusive and your Fiber service will be intermittent or completely down.
With that in mind, Surf Internet makes an effort to schedule this kind of maintenance during off peak hours to minimize impact. Here are some ways you can stay informed of scheduled maintenance: follow us on Facebook and join one of Facebook Groups in your area, contact the Surf Internet Customer Care Team for updates,
4. Fiber Outage
There a several different situations, which can cause a Fiber outage and effect your service, from severe weather, electrical power outages, or even physical damage to the Fiber infrastructure from something as simples as a car accident. When these outages occur, your Fiber service will be intermittent or completely down.
Resolving the outage and providing updates to our customers regarding the status of the resolution are a top priority for Surf Internet. To receive updates regarding an outage: follow us on Facebook and join one of Facebook Groups in your area, contact the Surf Internet Customer Care Team for updates,
5. Faulty Router
Sometimes routers just fail. If you've worked your way through this troubleshooting list and have eliminated all other possible reasons why your router is not getting a signal, in all likelihood, you have a faulty router. If you suspect this is the case, please reach out to the Surf Internet Customer Care Team at support@surfinternet.com or by calling 888-274-6381.
Learn more about our managed WiFi solution to simplify troubleshooting and experience the best WiFi performance. surfinternet.com/wifi