A simple restart is the safest first step when your internet suddenly stops working or your connection seems unstable.
Before You Start
- Save any active work or video calls before restarting the equipment.
- If you use Purple Cow Home Phone, remember that the phone line may stop working until the internet equipment comes back online.
- Use a normal restart first. Skip the pinhole reset or factory-reset button unless we ask you to use it.
Steps
- Unplug the modem or ONT from power for about 30 seconds.
- Plug it back in and wait several minutes for the main lights to settle before testing again.
- Restart your router or mesh unit too if your internet equipment and Wi-Fi equipment are separate.
- Test one device close to the equipment first so you can tell whether the issue is internet service or Wi-Fi coverage.
Frequently asked questions
How long should a restart take?
Most restarts finish within a few minutes. Fibre and cable equipment can take a little longer to reconnect fully.
Will a restart erase my Wi-Fi name or password?
No. A normal restart doesn't erase your Wi-Fi settings. A factory reset is different.
When should I reach out?
If things still aren't behaving, reach out and we'll help from there.