< Help

Network troubleshooting

Experiencing connectivity issues? Visit our Network Troubleshooting section for step-by-step guides to resolve common network problems.

When to troubleshoot?

Start by unplugging the router from your wall, waiting 30 seconds, and plugging it back in. If you continue to experience issues, please refer to the below options.

1.  No connection

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White Router Name #1

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Color
Step 1
Step 2
Step 3
Solid white/green
The service should be online and functioning. Restart your personal device that you are trying to connect to the WiFi.
Submit a ticket using the side 'Support' pop-out.

“Solid white/green”
Slow flashing blue
Submit a ticket using the side 'Support' pop-out.

“Slow flashing blue”

Fast flashing blue
If you have recently moved your Mesh router further away from the main router, please move it back.

Wait 2 minutes for your device to reconnect to the main router.
Submit a ticket using the side 'Support' pop-out.

“Fast flashing blue”
Solid blue
Let’s check your connections. See the below photo.

Confirm your setup is identical to the picture.

Once you have confirmed or fixed the wiring, wait 2 minutes for the devices to reconnect.
Make sure the ethernet cord connecting both boxes is securely plugged into both boxes.
Submit a ticket using the side 'Support' pop-out.

“Solid blue”
Flashing yellow
Device is starting up or resetting.

Give it 5 minutes to start up.
Submit a ticket using the side 'Support' pop-out.

“Flashing yellow”
Solid yellow
Make sure your current ethernet cord is securely plugged into both boxes.
If you have an ethernet cord, switch that cord with the current cord connecting your black ONU to your white router.
Submit a ticket using the side 'Support' pop-out.

“Solid yellow”
Flashing red
Let’s check your connections. See the figure above.

Confirm your setup is identical to the picture.

Once you have confirmed or fixed the wiring, wait 2 minutes for the devices to reconnect.
Make sure the ethernet cord connecting both boxes is securely plugged into both boxes.
Submit a ticket using the side 'Support' pop-out.

“Flashing red”
Solid red
Submit a ticket using the side 'Support' pop-out.

“Solid red”
Flashing  white/green
Device is updating via auto update. Give it 5 minutes to start up.
Submit a ticket using the side 'Support' pop-out.

“Flashing white/green”

White Router + Black Satellite #2

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If you have this setup, your main issue will be ensuring you have proper connection points.

Step 1: Ensure your wiring looks like the below.

Step 2:  If that does not work, submit a ticket from the side pop-out: “Secure connection, offline”.

2.  Speed issues and Intermittency

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Speed not fast enough

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Start by taking these initial troubleshooting steps:

  • Ensure your router is not currently blocked by any furniture.
  • Unplug any other router you may have plugged in.

Is the issue occurring throughout the apartment or only in the back rooms?

  • Maximum ResiBridge speeds are guaranteed via a wired Ethernet connection. Wi-Fi speeds may decrease as you move further from the router or encounter obstacles like walls and other devices.
  • If needed, ResiBridge provides options to extend your Wi-Fi signal throughout your home.

Next Steps:

  1. Run a speed test in the room(s) with slower speeds.
  2. Screenshot the speed test result.
  3. Submit a ticket using the 'Support' side pop-out and include the screenshot as an attachment in the ticket.

Intermittent connection

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Follow these initial steps:

  1. Ensure your router is not currently blocked by any furniture.
  2. Unplug any other router you may have plugged in.
  3. Create a ticket from the 'Support' side pop-out for further assistance.

Speed upgrade options

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Speed Upgrade Options

If you would like to upgrade your speed options:

  1. Head to the customer portal here.

  2. Select the service you would like to switch to. Our team will reach out shortly to confirm the change.

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