In today’s fast-paced digital world, staying connected is a must, so when your connection isn’t working you notice. We get how frustrating that can be, which is why we’ve put together some helpful tips to troubleshoot your connection and get back to surfing and streaming in no time!
First Things to Check:
Problems with your connection can have various causes, so before diving into solutions, let’s start with a few diagnostic tests to pinpoint the problem
1. Check Multiple Websites or Apps
One of the first things to do if you are having connection problems is to confirm that the problem isn’t isolated to a specific website or app. Try accessing multiple sites or apps to ensure the issue is widespread. A helpful tool for this is to visit websites like downforeveryoneorjustme.com/ to see if there is an outage specific to a site/company.
2. Verify Power and Connections
Another common problem is that your router or modem/ONT may have been disconnected from the power cord or ethernet cable. Sometimes something or someone can bump your devices, disconnecting them. Here’s what to check:
- Check to make sure that your Router is plugged in and the device is powered on.
- Check that the black power cord attached to your Bountiful Fiber ONT is plugged in and the device is powered on.
- Check that the Ethernet cable hooked up to your ONT and Router are securely connected. (Do not move the ethernet cord on the ONT to a different port)
IMPORTANT NOTE: Do not tamper with the yellow fiber line that is connected to the ONT. This could damage your fiber connection and require repair by a technician.
3. Run a Speed Test
To help pinpoint the issue, we recommend running a speed test while directly connected to your Bountiful Fiber ONT. To do this, unplug the ethernet cable from your router and plug it directly into a laptop or desktop. Once your device is connected to your ONT go ahead and visit www.speedtest.net/ to begin running a speed test.
If your speed test while connected to your ONT is less than the speeds you signed up for, contact your Internet Service Provider to verify your speeds.
4. Check Account Payments
Sometimes the reason for disconnection is an issue with billing. We recommend checking your ISP billing accounts to make sure that all your billing information is in order.
- For your ISP you will need to contact them to confirm that your account is current. You can find their contact information on our Internet Service Providers page.
Check Your Router:
More often than not the problems with your internet connection stem from issues with your router. Here are some common router solutions to try if you are having problems with your connection:
1. Restart Your Router
The simplest and most common fix for internet connection issues is restarting your router. To do this here’s what you need to do:
- Unplug the router’s power cable. Wait one minute.
- Plug it back in and allow the router to reboot.
2. Optimize Your Router’s Placement
Make sure your router is placed in a central and elevated location. Keep your router away from obstructions and electronic devices that may cause interference.
Last Step and Contacting Support Teams:
If none of the above steps work in restoring your internet connection here are the next steps we recommend taking:
1. Contact Your ISP
If the steps above don’t resolve the issue, it may be time to contact your Internet Service Provider. While Bountiful Fiber provides the fiber backbone, your ISP manages your internet service, including speeds and connectivity. This makes them the best ones to contact when your connection is struggling. If your problem is fiber related your ISP can send you our way and our teams can help get any fiber issues resolved.
| ISP | Support Hours | Contact Info |
| 3WAVE | Monday-Friday 8 am – 6 pm | (435) 900-0033 support@3wave.net |
| Advanced Stream | Monday-Friday 9 am – 8 pm | (801) 877-8000 support@advancedstream.com |
| Brigham.net | Phone Support: Monday-Friday 10 am – 6 pm Saturday 10 am – 2pm Email Support: Everyday 7 am – 10 pm | (435) 723-5800 support@brigham.net |
| CentraCom | 24/7 | (801) 854-5000 utopia@centracom.com |
| ConnectFast | 385-429-5981 support@connectfast.net | |
| ETS | Monday-Friday 9 am – 5 pm | 888-988-0082 customerservice@etstelco.com |
| Fusion | Monday-Friday 8:30 am – 5:30 pm | (801) 821-4785 support@fusionnetworks.me |
| Intellipop | 24/7 | (801) 851-1770 support@intellipop.co |
| Miles Broadband | 24/7 | (801) 368-8814 support@milesb.net |
| Senawave | 24/7 | (801) 217-9000 info@senawave.com |
| Sumo Fiber | 24/7 | (801) 320-1000 support@sumofiber.com |
| Voonami | 24/7 | (801) 995-4000 sales@voonami.com |
| WiFi Pros | Phone Support: (10am-6pm Mon-Sat) Email/Text Support: (9am-9pm Mon-Sun) | (801) 797-0880 |
2. Contact Bountiful Fiber
If your ISP is unable to determine the cause of your connection problems you can give our customer service teams a call/chat/email and they would be happy to assist you! If the problem ends up being your ONT or fiber connection they will be able to schedule a time for one of our technicians to come out and repair the problem. You can find our customer service contact information and support hours on our Contact Us page.
3. Power Cycle Bountiful Fiber Equipment
If advised by Bountiful Fiber or your ISP, you can try to power cycle your Bountiful fiber equipment. Only do this if you are asked to by your ISP or a Bountiful Fiber Agent. If you power cycle your Bountiful Fiber equipment it will lose its logs, making it very difficult for Bountiful Fiber or your ISP to troubleshoot any issues further. Do NOT push the Reset button on your ONT. This will erase the configuration on the equipment and may require a technician to come out and fix it, resulting in a truck roll fee. To perform an ONT power cycle follow these steps:
- Turn off the device.
- Unplug it from the power source.
- Wait for 2-3 minutes.
- Plug it back in and turn it on.
By following these troubleshooting steps, you can resolve most internet connection issues quickly and easily. But if you are still having trouble, don’t worry—we’ve got you covered! Our teams and your ISP are ready to assist however we can.