Troubleshooting-FAQ
Internet, WiFi and TV Troubleshooting Guide
Having trouble getting online or watching TV? Try these steps first — many issues can be resolved in just a few minutes.
Table of Contents
1. Before You Begin
2. No Internet Connection
3. Slow Speeds or Weak Wi-Fi
4. After a Power Outage
5. TV Troubleshooting
6. Battery Backup Help
7. Change Your Wi-Fi Name or Password
8. Helpful Tips
9. Contact Technical Support
1. Before You Begin
Please check these first:
✔ Is Wi-Fi turned ON on your device?
✔ Are you connected to the correct Wi-Fi network?
✔ Have you restarted your equipment? (Always reboot before calling support)
✔ If you have a separate fiber box (ONT), are there lights on it?
✔ Are other devices having the same issue?
2. No Internet Connection
Check the Basics
• Make sure your router is powered on
• If you have a separate fiber box (ONT), confirm it has lights
Equipment Lights
Green = Good
Red = Problem — please reboot your equipment first, then contact support if the red light remains
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Restart Your Equipment
Restarting solves many issues.
Reboot Sequence
If you have multiple devices, restart in this order:
1. ONT / Fiber Equipment
2. Main Router
3. Additional Wi-Fi Nodes / Access Points
4. Your Devices (phones, TVs, computers)
** Allow 2–3 minutes between each step for devices to fully reconnect.**
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Try Another Device
• One device not working → likely device issue
• No devices working → likely equipment issue
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Reconnect to Wi-Fi
• Open Wi-Fi settings
• Select your network
• Choose Forget Network
• Reconnect and enter your password again
3. Slow Speeds or Weak Wi-Fi
Check These First
• Move closer to your router
• Restart your router
• Pause heavy downloads or streaming
• Test from another room
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Understanding Wi-Fi Range & Dead Spots
Wi-Fi coverage can vary depending on:
• Walls and building materials
• Distance from the router
• Basements and bedrooms farther from the router
• Appliances or electronics causing interference Dead Spots
* If service is strong near the router but weak farther away, you may have a Wi-Fi dead spot.
** Moving the router to a central location often helps.
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Run a Speed Test
We recommend using Ookla Speedtest.
Best results:
• Test wired if possible
• If testing over Wi-Fi, stand near the router
• Close other apps/devices
Speed Expectations
Actual speeds can vary based on:
• Wired vs Wi-Fi connection
• Device capabilities
• Distance from router
• Number of devices in use
Wi-Fi speeds may be lower than your subscribed package speed.
4. After a Power Outage
If service does not return after power is restored:
Restart in this order:
1. ONT / Fiber Equipment
2. Main Router
3. Wi-Fi Nodes / Access Points
4. TV Boxes and Other Devices
Wait several minutes for everything to fully reconnect.
This resolves many post-outage issues.
5. TV Troubleshooting
For Amino Amigo 7X and Amino Amigo 7Y:
Set-Top Box Lights
Blue = Box Powered On
Red = Box Powered Off
No Light = Check Power Cord
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Reboot the TV Box
1. Unplug box
2. Wait 30 seconds
3. Plug back in
4. Allow several minutes to reload
This resolves many TV issues.
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Check Your TV
• Is the TV powered on?
• Is the correct HDMI/Input selected?
• Is the TV on while the box is off (or vice versa)?
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Pixelation or Channel Issues
Try:
• Change channels and back
• Reboot the box
• Reboot your router if needed
6. Battery Backup Help
If your battery backup is beeping or showing red:
• Try rebooting your equipment first
• Silence the alarm if available
• If the red light remains, contact support
7. Change Your Wi-Fi Name or Password
Many customers can manage their Wi-Fi through the CommandIQ app, including:
• Change Wi-Fi password
• Rename your Wi-Fi network
• Connect and manage devices
• Basic parental controls and network tools
8. Helpful Tips
• Restart your router once a week
• Keep your router in a central, open location
• Keep it away from microwaves and electronics
• Do not unplug or reset fiber equipment unless instructed by support
9. Contact Technical Support
If you’ve tried the steps above, our Technical Support team is happy to help.
Call Support
519-844-2160
Support Menu
Internet Support: 1 → 1 → 1
TV Support: 1 → 1 → 2
Support Hours
Weekdays: 8:00 AM – 10:00 PM
Weekends & Holidays: 9:00 AM – 5:00 PM