FAQs & Troubleshooting

Locate and reboot your router by unplugging the power cord for 30 seconds, then plug it back in and wait for it to reboot.

Check the service light indicators on your Nextlight modem.  If you are missing lights for WAN, Service, or Broadband give us a call. If those lights are present, simply reboot your home networking equipment.

Speed is determined by device and connection type.  Wireless 2.4 = 10-60MBPS.  Wireless 5Ghz = 100-300MBPS.  Hardwire Ethernet = 700-900MBPS on average.

This can nearly always be fixed by rebooting your Optical Network Terminal or ONT, the "fiber modem" for your NextLight service. To do this, unplug your ONT (leaving the other end attached to the wall), wait about 20 seconds, and then plug it back in. If you've tried this and your Digital Voice phone service  still isn't working, please give our technical support team a call at 303-774-4494 or email us at CustomerService@mynextlight.com and we'll be glad to help.

Even with our gigabit service, the equipment used by the customer can make a difference. Three things to check are: the computer itself, the Ethernet cable (preferably Cat 5e or Cat 6) and, for wireless connections, the router used. Makes and models can change quickly; it’s best to check with someone whose advice you trust to see if you’re up to speed.  

It’s usually best to place your router as close to the middle of your home as possible, so that you can get the signal distributed throughout the house. 

 In addition: 

  • Keep your router at desk height or higher. Routers on the floor generally perform poorly.
  • Routers in basements are not recommended as you may not get sufficient Wi-Fi signal to the floors above.
  • Keep your router at least three feet away from other computer components or electronic devices, such as DVD/Blu-ray players, cable TV boxes, TV sets, florescent lighting, or audio equipment.
  • Pay attention to other barriers in the straight line between the router and your device location.

Still need help?

Give us a call and we’d be delighted to answer any questions you have.

Tech Support Hours

Hours
Monday – Friday (phone) 7am to 9pm
Monday – Friday (walk-ins) 8am to 5pm
Saturday (phone) 8am to 5pm