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Troubleshooting - Internet

1. Cable Modem Troubleshooting
2. Internet Troubleshooting
3. Report an Issue Tab


1. Cable Modem Troubleshooting

If your cable modem does not operate as expected, try these tips:

  1. Make sure all cable connections are tight. If connections become loose, you will not be able to send or receive data. Secure the connection.

  2. Make sure all your cables are plugged into the correct sockets.

  3. Check to see if your modem is connected to the ImOn network. Look at your cable modem and confirm that the PC/Online light is solid green. If the light is green and is not blinking, unplug the modem's power cord, wait 30 seconds, and plug it back in.

  4. If you have a wireless router, unplug it for 30 seconds and plug it back in. If the router is still not working, this means there is a problem with your router. Disconnect the router and run the connection directly from the modem to the computer. Contact the router manufacturer for assistance.

  5. If you still  have questions, contact ImOn Customer Care at 319-298-6484.

2. Internet Troubleshooting

If you are experiencing a slow connection and download speeds, there may be many reasons for this. Please consider the following:

  1. Your Computer: The age and overall performance of your computer may be a factor.

  2. Wireless Routers: Whether or not a wireless router is being utilized and the quality/performance of that piece of equipment. Be sure your wireless network is locked down so you are not sharing your connection with neighbors who are unauthorized and using your network without your permission. If you are using a wireless router, disconnect the router and run the connection directly from the modem to the computer. If you are unable to connect without the router, it would indicate a router issue, so contact the router manufacturer for further assistance.

  3. Placement of Modem and Router: Modems and routers placed on top of your PC tower, near an electrical outlet, or next to wires (including networking, telephone line and cable lines) can cause the speed of your Internet connection to be slow.

  4. Number of Connections: The number of individuals in your area using the Internet at the same time as you.

  5. Bandwidth Consumption: The total amount of bandwidth being consumed by users in your area at the same time as you.

  6. Malware, Spyware, and Viruses: Sometimes the files you download from the Internet, especially those from a peer-to-peer network, can contain harmful software that can slow your Internet connection, as well as your entire computer.

  7. The Website you are visiting: The server of your destination may be down or slow. If your connection speed does not improve after waiting a few minutes, try restarting your computer. If that does not work, try restarting your cable modem to see if that solves the problem.

    If it is not a problem with your router, go online to SpeedTest.ImOn.net. Follow the instructions on the web page. Your Latency Test and Packet Loss Test should be 0%. The results of your speed test depend on what ImOn Internet package you have.

Other possible issues:

  • There may be a virus or spyware on your computer. To resolve this issue, purchase a spyware remover like ImOn's SecureIT program.

  • You may have too many programs, games, or windows running on your compter at one time.

  • You may have a download happening that is slowing down the computer.

  • If you have an older computer/router or outdated browser software, this can also cause speed issues.

  • If you have multiple computers or devices (game systems, etc.) accessing the Internet at the same time, this can cause speed issues as the bandwidth is shared between those devices.

3. 'Report an Issue' Tab

For your convenience, we have created a new online tool that allows you to report trouble issues directly to ImOn. Select the 'Report an Issue' tab in the upper right hand corner, or by clicking here. Complete the form according to what service you're having trouble with and provide us details regarding your issue. This information will help ImOn expedite troubleshooting and resolution of service issues.

ImOn_Color_Main_Survey.jpgStill no luck? Contact ImOn by calling 319-298-6484 or emailing Support@ImOn.net.

We'll be happy to help.