Internet Atlantic Customer Support

DIY Internet TV and Phone Help

Setting up cable or DSL internet, or having trouble with internet, IPTV, or your home phone? Start here. These simple checks can help you get connected and identify when our support team needs to step in.

Restart, don't factory reset.

Restarting means unplugging the power and plugging it back in. Do not press the recessed Reset button unless Internet Atlantic support asks you to. A factory reset can erase your Wi-Fi and connection settings.

1 Set up your internet without a technician

Use these steps if your order is confirmed for self-installation. Your service must be activated and the correct connection must already be available at your address. Some homes still need line work or a technician.

Before you begin

•         Check your activation date and any setup instructions in your order confirmation. Follow the instructions supplied for your equipment if they differ from this guide.

•         Have your approved modem, its matching power adapter, the connection cable, and an Ethernet cable ready. You may also have a separate Wi-Fi router.

•         A modem connects your home to our service. A router shares that connection with your devices. A Wi-Fi gateway does both in one box.

•         Place your equipment in an open, ventilated spot. Keep the Wi-Fi router or gateway central and off the floor where possible.

Step A Connect the service cable

Choose the connection type shown on your order.

Cable internet: Connect the coaxial cable—the round cable with screw-on ends—from the active wall outlet to the modem's Cable or Coax port. Tighten by hand. Use the supplied splitter only if your setup requires one; avoid adding extra splitters.

Cable wall outlet → coaxial cable → modem or gateway

DSL internet: Connect the supplied telephone cable from the active phone jack to the modem's DSL port. Do not connect the modem through a telephone filter or to a port labelled Phone. If you also have traditional landline service on that line, phones and fax machines need DSL filters unless a whole-home filter is already installed. Dry-loop DSL does not require a landline subscription or dial tone.

Phone wall jack → telephone cable → DSL modem or gateway

Step B Connect power and wait

Connect the modem's matching power adapter to a working outlet and turn it on. Allow about 10–15 minutes for startup and connection, or the time stated in your setup guide. Lights may flash and the modem may restart during setup. Leave it powered on while it finishes.

Step C Connect your router if you have one

For a separate modem and router, connect an Ethernet cable from the modem's Ethernet port to the router's WAN or Internet port. Power on the router and allow a few minutes for startup. Follow your supplied instructions for any required setup app or connection username and password.

Modem → Ethernet cable → router's WAN/Internet port → your devices

If your gateway provides Wi-Fi, a separate router is usually unnecessary. Contact us before changing bridge mode or other advanced settings.

Step D Connect a device and test

Open your device's Wi-Fi settings and select the network name supplied with your equipment or chosen during setup. Enter the Wi-Fi password, which may be different from the equipment's admin password. For a wired connection, plug your computer into a LAN port on the router or gateway.

Open two different websites. When testing on a phone, temporarily turn mobile data off so it cannot hide a home internet problem. Turn it back on afterward if needed.

Still not connected? Check the cables and activation date, then use the steps below. If the activation window has passed or no active outlet is available, contact Internet Atlantic. We can check activation and whether line work is needed.

2 My internet stopped working

1.       Find out what's affected. Try another website and a second device. If one website or app fails, the issue may be with that service. If only one device fails, turn its Wi-Fi off and on, confirm the correct network, and restart it.

2.       Check for a service interruption. Using mobile data if needed, check any service notices from Internet Atlantic or contact us to check for an outage. If an outage is confirmed, follow the update provided.

3.       Check power and cables. Confirm the modem and router are powered on. Check the power outlet, power bar, and cable connections. Coax connections should be hand-tight; Ethernet plugs should click into place. Check accessible cables for damage.

4.       Restart once, in order. Unplug power from the modem and separate router. Wait 60 seconds. Power the modem back on first and allow up to 10–15 minutes to reconnect. Then power on the router and allow a few minutes. With one combined gateway, restart only that box. Avoid repeated restarts while it is connecting or updating.

5.       Try a wired connection. If possible, connect a computer to a LAN port on the router or gateway using Ethernet, and turn the computer's Wi-Fi off for the test. If wired internet works but Wi-Fi does not, focus on the Wi-Fi network. If neither works, contact us.

What do the modem lights mean

Light names, colours, and normal patterns vary by model. Check the supplied guide. These are general clues:

Contact us if you are still offline after these checks, or your connection keeps dropping. Note the light labels, colours, and whether they are solid or flashing. Contact Internet Atlantic so we can check your service and coordinate any network repair.

3 My internet seems slow

Start with these quick checks

•         Compare devices and websites. If only one device, app, or site is slow, restart that device or try another service.

•         Pause busy activity. Downloads, cloud backups, game updates, and multiple streams share your connection. Pause them before testing. Heavy uploads can also affect calls and browsing.

•         Restart your equipment once. Follow the restart sequence above if you haven't already.

Check your Wi Fi

Try using your device in the same room as the router. Keep the router out of cupboards and away from large metal objects and appliances. If your router shows separate bands, try 5 GHz nearby and 2.4 GHz farther away. Some routers choose the band automatically. For fixed devices such as TVs and computers, Ethernet can provide a more consistent connection.

Run a useful speed test

1.       Connect a computer by Ethernet to a LAN port on your router or gateway, and switch off that computer's Wi-Fi. If Ethernet isn't available, test close to the router and note that the result is over Wi-Fi.

2.       Pause other internet activity. Temporarily disconnect a VPN only if your workplace or device policy permits it; reconnect afterward.

3.       Run a test at Speedtest.net. Record the download speed, upload speed, ping, and time. Speed tests use data; make sure you are testing your home connection rather than mobile data.

4.       Repeat once using another nearby test server. If the problem happens at particular times, save a result when it works well and another when it is slow.

Understand the result: Your plan speed is shared across your home. Wi-Fi, your device, Ethernet ports, cables, and the test server can limit a result. A speed test alone cannot identify the cause. Internet plans and speed tests use Mbps; downloads may show MB/s. For example, 100 Mbps is about 12.5 MB/s before overhead.

Wired speed is good, but Wi-Fi is slow? The issue may be wireless coverage or interference. Both are consistently slow? Contact us with your results so we can check the connection and equipment. You do not need to buy new equipment or change plans before contacting support.

4 My IPTV is not working

IPTV delivers television through your internet connection. If your internet is also down, complete the internet checks above first.

No picture black screen or No signal

1.       If you use a TV box, make sure both the TV and box are powered on. Use the TV remote's Input or Source button to select the HDMI input connected to the box.

2.       Check that the HDMI cable is secure at both ends. Try another HDMI cable or input if available. For an app on a smart TV, open the correct IPTV app instead.

3.       Restart the IPTV box by unplugging its power for 30 seconds, then reconnecting it and allowing a few minutes to start. For an app, close and reopen it; restart the TV or streaming device if needed. Avoid interrupting an update.

Freezing buffering or poor picture quality

•         Try several channels. One affected channel may indicate a channel-specific issue; note its name and the time.

•         Check the box or app's network connection. Where supported, connect the device directly to the router by Ethernet. If using Wi-Fi, try closer to the router.

•         Pause downloads, backups, and other streams, then test again. If other internet activities are also slow, follow the slow-speed checks above.

No sound missing channels or sign in errors

Check mute and volume on the TV, box, and soundbar. For missing channels, check your subscribed package and any guide filters. For a sign-in error, use the IPTV login supplied for your TV service; it may differ from your customer portal login. Note the exact error message and contact us if it continues. Avoid factory resets or deleting the app before speaking with support.

Still having trouble? Tell us your box or app name, affected channels, error message, whether you use Ethernet or Wi-Fi, and whether other internet services work.

5 My VoIP home phone is not working

Your Grandstream adapter connects a regular telephone to your internet service. Start by checking that internet works on another device.

Check the connections

Router's LAN port → Ethernet cable → Grandstream network port
Grandstream assigned Phone/FXS port → telephone cable → phone or cordless base

The network port may be labelled Internet, WAN, NET, or NET1 depending on the model and setup. Follow your supplied connection guide. Use the Phone/FXS port assigned to your line; a second phone port may be inactive. Make sure the adapter and cordless base have power, and the handset is charged.

For this test, connect the phone directly to the adapter. Do not connect the adapter's Phone/FXS output to a wall jack unless the house phone wiring has been properly disconnected from the outside telephone network and approved for this setup.

No dial tone or calls won t connect

1.       Once internet is working, unplug the Grandstream adapter's power for 30 seconds. Reconnect it and wait a few minutes for it to reconnect to the phone service.

2.       Check its lights against the guide for your model. A network light confirms a local network link, but does not prove phone service is registered. On many HT801/HT802 models, the assigned Phone light is steady when registered and idle; flashing may indicate use or voicemail.

3.       Try another telephone cable and, if available, a basic corded phone connected directly to the assigned phone port.

4.       Make an outgoing test call to a regular number, then call your home number from a mobile phone. Note whether incoming calls, outgoing calls, or both fail.

Calls dont ring or audio cuts out

If incoming calls do not ring, check the handset's ringer volume, Do Not Disturb, and any call forwarding you enabled. If calls are choppy or drop, pause heavy downloads and uploads and check whether internet also slows or disconnects. For one-way audio, note which person cannot hear the other.

Contact us if the issue continues. Do not factory reset the Grandstream adapter or change SIP, provisioning, firewall, or port-forwarding settings unless our support team directs you. These settings affect how your phone connects.

Phone service during an outage

VoIP calls, including 9-1-1, may be unavailable during an internet or power outage. Use another available phone in an emergency. Do not call 9-1-1 to test your line. Read our 9-1-1 calling tips and keep your registered emergency address up to date.

For support, provide the Grandstream model, light patterns, affected call direction, and the date and time of a failed call. Share the numbers involved privately with support.

Get help from Internet Atlantic

Contact Internet Atlantic support if these steps do not restore your service. Have the details below ready so we can help you more quickly.

Have this information ready

•         Your account number and service address, shared privately with support.

•         When the problem started and whether it affects one device or all devices.

•         Your modem and router models, plus the light labels and patterns.

•         The checks you have completed and whether Ethernet works.

•         For slow speeds: your plan, test results, test times, and whether each test used Ethernet or Wi-Fi.

•         For IPTV: your box or app, affected channels, and any error message.

•         For VoIP: your Grandstream model, whether incoming or outgoing calls fail, and a recent example.

Do not include Wi-Fi passwords, router admin passwords, SIP passwords, or payment details in screenshots or support tickets.