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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.