UTOPIA Fiber
January 24, 2025
By Cassie Holmes

How to Troubleshoot Your Internet Connection: Simple Fixes for Common Issues

In today’s fast-paced digital world, staying connected is a must, so when your connection isn’t working you notice. We get how frustrating that can be, which is why we’ve put together some helpful tips to troubleshoot your connection and get back to surfing and streaming in no time!

First Things to Check: 

Problems with your connection can have various causes, so before diving into solutions, let’s start with a few diagnostic tests to pinpoint the problem

  1. Check Multiple Websites or Apps
    One of the first things to do if you are having connection problems is to confirm that the problem isn’t isolated to a specific website or app. Try accessing multiple sites or apps to ensure the issue is widespread. A helpful tool for this is to visit websites like downforeveryoneorjustme.com/ to see if there is an outage specific to a site/company. 
  2. Verify Power and Connections
    Another common problem is that your router or modem/ONT may have been disconnected from the power cord or ethernet cable. Sometimes something or someone can bump your devices disconnecting them. Here’s what to check:
    • Check to make sure that your Router is plugged in and the device is powered on.
    • Check that the black power cord attached to your UTOPIA Fiber ONT is plugged in and the device is powered on.
    • Check that the Ethernet cable hooked up to your ONT and Router are securely connected. (Do not move the ethernet cord on the ONT to a different port)
      IMPORTANT NOTE: Do not tamper with the yellow fiber line that is connected to the ONT. This could damage your fiber connection and require repair by a technician.
  3. Run a Speed Test
    To help pinpoint the issue, we recommend running a speed test while directly connected to your UTOPIA Fiber ONT. To do this unplug the ethernet cable from your router and plug it directly into a laptop or desktop. Once your device is connected to your ONT go ahead and visit www.speedtest.net/ to begin running a speed test. You can find a more in-depth guide to running a speed test on our Troubleshooting page under the ‘Speed Tests’ tab.

    If your speed test while connected to your ONT is less than the speeds you signed up for, contact your Internet Service Provider to verify your speeds.
  4. Check Account Payments
    Sometimes the reason for disconnection is an issue with billing. We recommend checking your UTOPIA Fiber and ISP billing accounts to make sure that all your billing information is in order.

Check Your Router:

More often than not the problems with your internet connection stem from issues with your router. Here are some common router solutions to try if you are having problems with your connection: 

  1. Restart Your Router
    The simplest and most common fix for internet connection issues is restarting your router. To do this here’s what you need to do:
    • Unplug the router’s power cable. Wait one minute.
    • Plug it back in and allow the router to reboot.
  2. Optimize Your Router’s Placement
    Make sure your router is placed in a central and elevated location. Keep your router away from obstructions and electronic devices that may cause interference.
    For more Tips on optimizing your router performance check out our Troubleshooting page and go to the Routers tab.

Last Step and Contacting Support Teams:

If none of the above steps work in restoring your internet connection here are the next steps we recommend taking: 

  1. Contact Your ISP If the steps above don’t resolve the issue, it may be time to contact your Internet Service Provider. While UTOPIA Fiber provides the fiber backbone, your ISP manages your internet service, including speeds and connectivity. This makes them the best ones to contact when your connection is struggling. If your problem is fiber related your ISP can send you our way and our teams can help get any fiber issues resolved. Here is a list of all of our ISP’s contact information and support hours:
    ISP Support Hours Contact Info
    3WAVE Monday-Friday 8 am – 6 pm (435) 900-0033 support@3wave.net
    Advanced Stream Monday-Friday 9 am – 8 pm (801) 877-8000 support@advancedstream.com
    Beehive Broadband 24/7 (435) 837-6000 support@beehive.net
    Brigham.net Phone Support: Monday-Friday 10 am – 6 pm Saturday 10 am – 2pm Email Support: Everyday 7 am – 10 pm( (435) 723-5800 support@brigham.net
    CentraCom 24/7 (801) 854-5000 utopia@centracom.com
    ConnectFast 385-429-5981 support@connectfast.net
    ETS Monday-Friday 9 am – 5 pm 888-988-0082 customerservice@etstelco.com
    Fastel Monday-Friday 7 am – 8 pm Saturday 10 am – 4 pm support@fastel.com support@fastel.com
    Fibernet 24/7 (800) 305-6995 support@fiber.net
    Fusion Monday-Friday 8:30 am – 5:30 pm (801) 821-4785 support@fusionnetworks.me
    InfoWest 24/7 (435) 674-0165×2 support@infowest.com
    Intellipop 24/7 (801) 851-1770 support@intellipop.co
    Miles Broadband 24/7 (801) 368-8814 support@milesb.net
    Rise Broadband Monday-Friday 5 am – 10 pm Saturday-Sunday 7 am – 8 pm (877) 910-6207 info@risebroadband.com
    Senawave 24/7 (801) 217-9000 info@senawave.com
    Sumo Fiber 24/7 (801) 320-1000 support@sumofiber.com
    Voonami 24/7 (801) 995-4000 sales@voonami.com
    WiFi Pros Phone Support: (10am-6pm Mon-Sat) Email/Text Support: (9am-9pm Mon-Sun) (801) 797-0880 support@wifipros.co
    Xmission 24/7 (801) 539-0852 support@xmission.com
  2. Contact UTOPIA Fiber If your ISP is unable to determine the cause of your connection problems you can give our customer service teams a call/chat/email and they would be happy to assist you! If the problem ends up being your ONT or fiber connection they will be able to schedule a time for one of our technicians to come out and repair the problem. You can find all of their contact information and support hours on our Contact Us page.
  3. Power Cycle UTOPIA Fiber Equipment If advised by UTOPIA Fiber or your ISP, you can try to power cycle your UTOPIA fiber equipment. Only do this if you are asked to by your ISP or a UTOPIA Fiber Agent. If you power cycle your UTOPIA Fiber equipment it will lose its logs, making it very difficult for UTOPIA Fiber or your ISP to troubleshoot any issues further. Do NOT push the Reset button on your ONT. This will erase the configuration on the equipment and may require a technician to come out and fix it, resulting in a truck roll fee. To perform an ONT power cycle follow these steps:
    •  Turn off the device.
    • Unplug it from the power source.
    • Wait for 2-3 minutes.
    • Plug it back in and turn it on.

By following these troubleshooting steps, you can resolve most internet connection issues quickly and easily. But if you are still having trouble, don’t worry—we’ve got you covered! Our teams and your ISP are ready to assist however we can. And don’t forget to check out our Troubleshooting page for even more helpful tips and tricks to get the most out of your connection!

Previous Story

Next Story