Support

Need help with your service?

Get fast help for internet, Wi-Fi, TV service, account access, and equipment troubleshooting. Start with the quick options below or download one of our support guides.

Get Support

Fast ways to reach us

Choose the option that best fits your issue.

Call Support

For outages, urgent issues, or help when your service is down.

(618) 488-2165

Email Support

For general questions, billing follow-up, and non-urgent account help.

Email Support

Customer Portal

Use the online portal for billing access, account details, and self-service options.

Open Portal

Run a Speed Test

Check your internet performance before calling support.

Run Speed Test

Quick Actions

Start here before calling

Many internet and Wi-Fi issues can be fixed in just a few minutes.

Restart Equipment

Unplug your router or modem power for 10 seconds, plug it back in, and wait 2–3 minutes for it to fully reconnect.

Check Equipment Lights

Power lights should be solid. If internet, PON, or online lights are red, off, or blinking abnormally, continue to the troubleshooting steps below.

Test More Than One Device

If only one device is having trouble, the issue may be with that device. If every device is offline, the problem is more likely with the router, ONT, or incoming service.

Troubleshooting

Helpful starter checklist

Use this checklist to quickly narrow down common service and Wi-Fi issues.

No Internet

  • Check power to your router or modem
  • Make sure cables are fully connected
  • Confirm the ONT or modem is powered on
  • Restart equipment and wait 2–3 minutes
  • Call support if lights stay red or off

Slow Speeds

  • Test with one device first
  • Try a wired Ethernet connection if possible
  • Restart the router
  • Pause large downloads or streaming on other devices
  • Move closer to the router to compare Wi-Fi performance

Account Help

  • Use the customer portal for account access
  • Email support for billing and general questions
  • Call for urgent service-related concerns
  • Keep your account number ready when contacting support

Equipment Checks

What to look for on your equipment

Check your router, ONT, or cable modem lights first. Solid power and normal activity lights usually mean the device is running. Red alarm or LOS indicators on fiber equipment usually mean you should contact support.

Router Check

  • Power light should be solid
  • Internet/WAN light should show activity when online
  • Make sure the Ethernet cable is in the WAN/Internet port
  • If the router light is red or off, check the ONT next

ONT Check

  • Power should be solid
  • Fiber/PON should be solid
  • LAN activity usually means the router is connected
  • Red alarm or LOS means you should contact support

Cable Modem Check

  • Power should be solid green
  • Receive/DS and Send/US should lock in
  • Online should become solid green
  • If online never goes solid, check coax and restart the modem

Wi-Fi Help

Wi-Fi not reaching every room?

If your internet works in some rooms but is weak in others, your service may be fine and the issue may simply be Wi-Fi coverage. Walls, brick, metal, fireplaces, large TVs, and router placement can all weaken signal.

Improve Placement

  • Place the router in an open area
  • Keep it chest-high or higher
  • Move it closer to the center of the home
  • Avoid cabinets, basements, and behind TVs

Reduce Interference

  • Keep away from microwaves
  • Avoid metal shelves and ductwork
  • Watch for thick brick or concrete walls
  • Long hallway distance can also reduce signal

Choose the Right Network

  • 5 GHz is faster, but has shorter range
  • Standard Wi-Fi often reaches farther
  • Try both networks if your router broadcasts two names
  • Reconnect your device after moving the router

Downloads

Customer self-help guides

Download printable help guides for equipment checks, Wi-Fi troubleshooting, Epic TV help, and common service issues.

Customer Self-Help Center

A step-by-step help guide covering router lights, ONT checks, slow Wi-Fi, no internet troubleshooting, and when to call support.

Open PDF

Epic TV Help Guides

Setup instructions, remote help, and viewer guides for Epic TV service.

Account & Billing Help

Access your customer portal for account information, billing questions, and self-service tools.

Go to Portal

Email & Webmail Help

Use webmail for email access. Add future password reset or setup guides here as needed.

Open Webmail

When to Call

Contact support when these signs appear

Contact support when PON lights are off or blinking, alarm or LOS indicators are red, the router stays red, internet drops repeatedly, or you suspect a broader outage.

Service Issues

  • PON light is off or blinking
  • Alarm or LOS light is red
  • Online service does not return after restart
  • Multiple devices remain offline

Router Issues

  • Router light stays red
  • WAN/Internet port is connected but no service returns
  • Internet drops over and over
  • Direct connection testing may be needed to rule out router trouble

Neighborhood Issues

  • Neighbors are also offline
  • The issue started suddenly with no changes inside the home
  • Fiber alarm indicators are present
  • You suspect an outage rather than a device problem

Virtual Assistant

Ask our AI support assistant

Get instant answers about our services, plans, troubleshooting, and more.

Allpoint Support Assistant
Online · Ready to help
Quick questions
AI responses may not always be accurate. For urgent issues, call us at (618) 488-2165.