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Troubleshooting made simple!

In the case of a single device issue, please power cycle that device by turning it off, waiting 30 seconds, and then turning it back on. If your device continues to have a poor Internet connection, you should contact the device manufacturer.

If it appears that all of your devices have lost Internet connection please ensure there are no “line of sight” issues by checking your satellite dish or fixed wireless receiver for any physical obstructions. Also, make sure that everything is plugged in securely and properly.

General connectivity issues

You can test your connection by directly connecting your Xplornet modem to your PC. Remove all devices between modem or power adapter and your PC. Connect the Ethernet cable from your PC to the Xplornet modem or power adapter.

Xplornet Connectivity

Once it has been determined your issue is connectivity, we recommend that you complete a power cycle of your Xplornet equipment. You can read in-depth about power cycling your router and modem here.

If the power cycle steps above do not result in your Internet service being restored, or if you are unsure of which products you have, please contact Xplornet at 1-866-841-6001.

Satellite

With connectivity issues using Xplornet Satellite service, your first step is to verify the power and connection lights are lit on your Xplornet modem.

  • If the power light is not lit on your Xplornet modem: Ensure that all cables are securely connected to the back of the modem and at the power adapter.

  • If all cables are connected securely to your Xplornet modem and the power light is not lit after confirming the power outlet is functional: Please call Xplornet technical support at 1-866-841-6001 for further troubleshooting.

  • If the power light is lit on the Xplornet modem: Examine the router and ensure that it is receiving power and that its indicator lights are on. Each router is different so check your router’s manual for details specific to your device.

  • If any connection lights are not lit on your router: Please check to ensure that the Ethernet cables are connected and that the power cable is secured.

Xplornet Connectivity
  • If all the cabling is correct on your router: The next step is to complete a power cycle by removing the power from the device and then reconnect power after 30 seconds. After power has been reconnected, and the device has rebooted, check that the Internet has been restored to connected devices (this can take several minutes).

  • If Internet connection is not restored, power cycle the Xplornet modem by unplugging the power cable from the power source (outlet/power bar) for 30 seconds. After power has been reconnected, and the device has rebooted, check that the Internet has been restored to connected devices (this can take several minutes).

If service is not restored after confirming the power outlet is functional, please call Xplornet Technical Support at 1-866-841-6001 for further troubleshooting.

Fixed Wireless

On the Xplornet Fixed Wireless service, please verify that all cables are securely connected to the power adapter, and the device (Computer or router) is powered on. Please do not unplug the power adapter at this time.

Modem Router Ports
  • If you are using a router: Examine the router and ensure that it is also receiving power. As each router is different, the devices’ manual or website will provide the specific details for your device.

  • Check to ensure that Ethernet cables are connected correctly to the router and are in good condition.

  • If all the cabling is correct on your router: The next step is to complete a power cycle by removing the power from the device and then reconnect power after 30 seconds. After power has been reconnected, and the device has rebooted, check that the Internet has been restored to connected devices (this can take several minutes)

  • If the Internet connection is not restored, power cycle the power adapter by unplugging the power cable from the power source for 30 seconds. After power has been reconnected, and the device has rebooted, check that the internet has been restored to the connected devices (this can take several minutes)

  • If service is not restored, after confirming the power outlet is functional, please call Xplornet Technical Support at 1-866-841-6001 for further troubleshooting.