Troubleshooting tips
Most internet issues can be resolved with a few simple steps. Try these before calling support.
Reboot your gateway
- Shut down or disconnect any devices connected to your gateway.
- Unplug the gateway from the power outlet.
- Wait at least 30 seconds — don't shortcut this step.
- Plug the gateway back into the outlet.
- Wait for all lights on your gateway to come back on.
- Turn your devices back on and test your connection.
Device not connecting to WiFi
- Make sure WiFi is turned on for your device.
- Find your WiFi network name on your device and select it.
- Enter the correct WiFi password if prompted.
- Turn WiFi off and back on to force a network scan.
- Restart your device — some devices need a reboot to reconnect.
- If other devices connect fine, check your device manufacturer's requirements.
Slow or unstable connection
- Reboot your gateway using the steps above.
- Check that all ethernet cables are firmly plugged in at both ends.
- Move closer to your gateway or WiFi extender.
- Reduce the number of devices on your network temporarily to isolate the issue.
- If the problem persists, contact support to check for outages in your area.
Still having trouble?
If you've tried the steps above and your issue isn't resolved, our support team is ready to help.
Upgrade to fiber
Many Consolidated Communications customers are eligible to upgrade to Fidium Fiber — faster, more reliable internet delivered over a 100% fiber connection directly to your home.
Faster speeds
Plans up to 8 Gig with symmetrical upload and download speeds. Video calls stay clear, gaming stays smooth, even when the whole household is online.
More reliable
Fiber is more consistent than cable or DSL, especially during peak hours. No shared neighborhood bandwidth means your speeds don't drop when everyone gets home.
Future-proof
Fiber infrastructure is built to handle growing demand. As your household adds more connected devices, fiber keeps up without needing constant upgrades.
Frequently asked questions
Start by rebooting your gateway — unplug it, wait 30 seconds, and plug it back in. Most connection issues are resolved with a simple reboot. If the problem persists after 15 minutes, contact our support team to check for outages in your area.
If your internet is down after rebooting your equipment, call us at 1.844.968.7224. Our support team can check for any service disruptions in your area and provide an estimated restoration time.
A reboot simply turns your gateway off and back on — it's safe and fixes most issues. A factory reset erases all your custom settings (WiFi name, password, etc.) and should only be done with guidance from our support team.
Slow speeds can be caused by too many devices on your network, distance from your gateway, outdated equipment, or network congestion. Try rebooting your gateway, connecting via ethernet cable for a speed test, and reducing the number of active devices. If speeds are consistently an issue, check to see if you are eligible to upgrade to Fidium Fiber for faster, more reliable service. Call 1.844.968.7224 or visit fidiumfiber.com to check availability at your address.
Consolidated Communications is actively expanding its fiber network through Fidium Fiber. Many existing customers can upgrade to faster, more reliable fiber internet. Check availability at fidiumfiber.com or call 1.844.968.7224 to see if fiber is available at your address.
Fiber delivers faster, more consistent speeds — especially for uploads. Video calls won't get choppy when someone else is streaming. Gaming won't lag when backups are running. Fiber handles busy households better because it brings a dedicated connection all the way to your home, unlike cable or DSL.
No. Your existing Consolidated Communications email service will continue to work. If you have questions about your email during a service change, contact our support team for assistance.