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Troubleshooting

Step through the diagnostic flow for the most common issues. If a step references a tool you do not have, contact support.

Slow speeds

Wired speeds well below your plan tier.

  1. Run a wired test at /support/speed-test. If wired is fine, the issue is in the LAN/Wi-Fi.
  2. If wired is also slow, power-cycle modem (60s) and router (30s).
  3. Check /support/outages for known issues in your area.
  4. On cable: noise on the line shows up as reduced bonded channels. Open the modem diagnostics page.
  5. On fiber: confirm the ONT signal LED is steady green. A blinking red usually means a drop fiber issue.
  6. If after these steps the issue persists, contact support — we can pull a circuit history.

Wi-Fi dropouts

Connection drops randomly even when the modem is up.

  1. Identify a single device or all devices affected. If single, suspect the client.
  2. Update router firmware via the FaultLine app.
  3. Switch crowded 2.4 GHz devices to 5 GHz where supported.
  4. If using mesh, run the Wi-Fi tune-up — backhaul congestion is a common cause.
  5. Check for new sources of interference (microwave, baby monitor, cordless phone).
  6. If still dropping, schedule a tech visit from /support/contact.

No connection at all

Nothing online, modem/router lights look wrong.

  1. Visually check all cable connections. Confirm the modem is powered.
  2. Look at the modem status LEDs. Power → Online → Wi-Fi. Steady = good, blinking = negotiating.
  3. Power-cycle modem (60s), then router (30s). Wait two minutes for full sync.
  4. Plug a laptop directly into the modem to isolate the router. If laptop has internet, the router needs help.
  5. If still offline, check /status and /support/outages for your area.
  6. Call 1-800-FAULTLINE — we can ping your modem from the NOC.

Email problems

Mail not sending or receiving on a FaultLine email address.

  1. Confirm your account password is current via /account/settings.
  2. Use these settings: IMAP imap.faultline.example:993 (SSL), SMTP smtp.faultline.example:587 (STARTTLS).
  3. If using a third-party client, generate an app-specific password in /account/settings.
  4. Check the spam folder in webmail. If a sender is in spam, mark Not spam.
  5. Outbound bouncing? Check your sending rate. Default cap is 200/hour.
  6. Persistent issues? Open a ticket from /support/contact and include the bounce text.

Cable noise diagnostics

Intermittent issues on a cable plan, usually under heavy use.

  1. Open your modem at http://192.168.100.1 → Downstream/Upstream channels.
  2. For each downstream channel, MER ≥ 36 dB is healthy. Lower = ingress noise.
  3. Uncorrectable codewords climbing fast means upstream path noise. Often a splitter or bad terminator.
  4. Remove unused splitters and terminate unused ports with 75-ohm caps.
  5. Use RG-6 cable, not RG-59. Replace bent or pinched runs.
  6. If you cannot get the numbers right, request a line technician — they have a TDR and a meter.

Still not working?

Sometimes the issue is on our side. Check live status, file a ticket, or call us.

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