In most cases, a reboot is in order. Start by unplugging your Optical Network Terminal (ONT) and your router. Wait for 1 minute and proceed first to plug your ONT back in. Wait till you see a solid light. Next, plug your modem/router and re-power. Once everything is powered and all lights are confirmed, check your connection.

You can find additional tools for troubleshooting connections here on the Support Center.

Check on real-time network status and operational updates for all of the Fiberspark networks on our Network Status Center. You can quickly find if issues have been reported and available status confirmation for trouble you may be having.

If you don't see an issues, Submit a Support Ticket directly on your customer portal for easy tracking and communication with the tech team.

If you feel your internet is slow, you can easily run a speed test to check. Connect your device directly to your router using an Ethernet cable and use a Speed Test to collect your reading and check to your plan. If speeds match, you may have an issue or conflict with the Wi-Fi positioning itself. Check additional diagnosis aids in our tool section below.

Still have questions? Try contacting our team directly at support@fiberspark.com or call 607-383-0595.

Before running the speed test:
• Pause any streaming, downloads, gaming, or other heavy internet
usage on all devices
• If testing over Wi-Fi, keep your device within 10 feet of the router
during the test.

Power cycle your equipment: Unplug your modem/ONT and router, wait 30 seconds, then plug the modem/ONT back in first. Once the lights return to normal, plug the router back in.
Run a speed test using Speedtest.net.

Please perform the Speed Tests under both conditions:
Wired: Connect your device directly to the modem/ONT using an Ethernet cable.
Wi-Fi: Run the Speed Test while connected wirelessly to your router.
Take a screenshot of each result and attach them to your reply.

Please provide the brand and model of your router (e.g., Eero, TP-Link AX10, etc.). Please also provide the make and model of the device used for each speed test.

Let us know if you have already tried any troubleshooting steps, such as restarting your equipment or checking the cable connections. Upon completion, include this information when submitting a ticket or contacting tech support; we'll be happy to investigate issues further and assist you.

Drops in your connection are usually a result of poor or loose cables or connections. Begin by reseating your cables on your Optical Network Terminal (ONT) and router. Check that the status lights aren’t blinking, and run one of the connection tools available in our tools section.

If the problem continues, contact our support team for a line diagnosis of your system from Fiberspark. Still have questions? Try contacting our team directly at support@fiberspark.com or call 607-383-0595.

To start, make sure the issue isn’t the internet itself. Plug your computer directly into your ONT/modem with an Ethernet cable and test a website. If the connection works, then the issue is with your Wi-Fi itself. Reboot your router, make sure the Wi-Fi light is on, and confirm you are logged into the correct SSID (Service Set ID) and not someone else's.

You can access numerous connection aids in the Tools Section
Still have questions? Try contacting our team directly at support@fiberspark.com or call 607-383-0595.

You can open a support ticket directly with our team any time in your Fiberspark Portal or by emailing support@fiberspark.com.

Alternatively, you can give us a call at 607-383-0595 during business hours.