![]() ![]() ![]() If you are able to find an alternate jack in the house that does have dialtone, try moving your RG there. If you do not hear dialtone, try other phone jacks in the house. If you hear dialtone, that's a great sign! That indicates the circuit between your RG and Sonic is intact, and you're very close to having an internet connection again. For the most reliable results, check for dialtone at the jack that your RG normally plugs into. If you have a telephone handy, check for dialtone on your Fusion DSL line. Due to interference issues, Sonic recommends using a phone cable under fifteen feet in length. If you have a spare phone cable at home, please try using another one. The copper wires inside the cable can be more fragile than the plastic shielding, so even a cable that looks fine may be damaged. If you are unable to hear this sound after re-seating the phone cable several times, consider replacing the phone cable.Īfter plugging the cable back in on both ends, wait five minutes to see if the Broadband light turns solid green again. Listen for the distinct "snap" that the cord makes as it goes into place, letting you know you've made a firm connection. Many times, we find that just unplugging the phone cord and plugging it back in fixes the problem!īe sure to do this at the jack, at the filter, and at the RG itself. Other times, a person or animal may have tripped over the cable and not noticed. If the cable is bad, sometimes the connector can become loose. One of the simplest causes of losing internet in a "no sync" scenario is the cable becoming dislodged from the jack. Subsequent reboot times will be faster because the RG remembers the settings that worked last time. When the RG starts back up, it can take up to ten minutes for it to find the signal for the first time. Unplugging the power cable from your RG for thirty seconds, then turning it back on can often clear errors that prevent it from establishing an internet connection. You will see reliable results only after we've finished connecting and provisioning your connection. As we work to build your internet connection, the results of some of these tests will change. We don't recommend proceeding with further steps until after your due date. If the date has not passed, we are still working on it! Installation date has not passedĪs soon as we know when your service will be installed, we'll send you an email with that date. If the Broadband light has gone solid, but you still can't get online, please try rebooting your computer, tablet, or phone one more time! Sometimes, it takes a reboot for your device to notice the internet has returned. Please allow up to 5 minutes after making changes for the Broadband light to go solid. If you are able to try some of the below troubleshooting steps but not all of them, that's okay! Anything you've already tried provides our support team with valuable information, and helps us solve your problem faster.Īfter trying one of the below troubleshooting steps, walk back to your RG to see of the Broadband light goes solid after the changes you've made. BOX SYNC TROUBLESHOOTING FULLIf you're interested in reading more about the troubleshooting step, click on it to read the full description below. Here's a quick list of useful steps to try. If the Broadband light will occasionally stay solid, but drop out at times, see our Troubleshooting Intermittent Sync article. ![]() If you see a solid green Broadband light, see our Troubleshooting Sync-No-Surf section. Please read below for Sonic's suggested troubleshooting steps that solve the majority of "No Sync" issues. If the Broadband light on your RG is blinking and does not remain solid, this is a No Sync issue. ![]() A solid green broadband light indicates you have sync. The easiest way to check for sync is to look on your Residential Gateway (RG) for an indication of what the Broadband light is doing. This physical connection is referred to as "sync". If you have no internet access at all, you'll first want to determine whether or not you have a physical connection between you and Sonic. ![]()
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