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Common Support Questions

Due to the COVID-19 pandemic, consumers are using the internet more than ever. Regardless of if the internet is being used for people who are now working from home, completing school assignments, facetiming with family/friends, watching streaming video, or playing online video games, all internet resources throughout the country are being stressed to capacity. With this additional usage comes additional demand for support.

This additional demand has driven an increase in support calls to help customers with very common service issues. While we are working hard to address all service issues with the same level of support customers have come to expect, many issues can be resolved without the need for Brainiac intervention.

Below is a list of commonly asked questions and solutions that can be tried before calling support.

What is my WiFi network name and/or password?

The WiFi password can be accessed by logging directly into the modem. You can access the modem by using another device that is already connected and accessing 192.168.0.1 from the web browser.  Log in with the following username and password:

Username: admin
Password: password

Once logged in, navigate to the Wireless 2.4 GHz or Wireless 5 GHz tab to view or edit your wireless network name and/or password.

Why is my WiFi dropping? How do I improve WiFi coverage?

There are many reasons WiFi performance can be affected.  The most common issue is that devices are using the highly congested 2.4 GHz wireless frequency. If possible, connect your wireless device to the 5 GHz frequency which is usually identified by a “-5G” after the WiFi network name.  If this is not an option, try changing the WiFi channel.

The WiFi channel can be accessed by logging directly into the modem. You can access the modem by using another device that is already connected and accessing 192.168.0.1 from the web browser.  Log in with the following username and password:

Username: admin
Password: password

Once logged in, navigate to the Wireless 2.4 GHz or Wireless 5 GHz tab to view or edit your wireless network channel.

What do I do if I get a new modem?

Before removing your old modem/router, follow the instructions in question 1 to determine you WiFi network name and password. Write this information down so you can refer to it later.

After the new modem is installed, use the instructions in question 1 to enter your WiFi network name and password that was used previously. Your devices should now be able to connect the same as before.

What if I lose internet completely?

The first and most likely solution to resolve a total loss of internet is to reboot, or restart, your cable modem. This can be done with the following steps:

  1. Locate your cable modem
  2. Next, unplug the power cable from the back of the modem for 30 seconds. The power cable will be the all black connection that does not screw or clip into the back of the modem.
  3. Once the modem has been unplugged from power for 30 seconds, plug the power cable back in.
  4. Allow up to 5 minutes for the modem to fully boot up and connect to our network
  5. Check the internet connection on your devices.
  6. If there is still no connection, contact us at 419-724-9800 option 3

What do I do if my internet is running slow?

There are a few things that can cause a slower than normal internet connection. The first thing that should be done is trying to establish what exactly is going on.

Ensure that you’re testing with a device that has a wired connection to the modem, as WiFi speeds can be unreliable and can’t be guaranteed.

Ensure that you’re testing the connection at the following website: http://speed.buckeyebroadband.com.

If you’re still receiving slow speed under these conditions, the next step is to restart the modem by unplugging it from power for 30 seconds and then plugging it back in. If the modem still has any lights on it when unplugged from power, there is likely a battery backup present. Open the cover that protects the battery and remove the battery from the modem. You’ll want to allow up to 5 minutes for the modem to come back online after restarting.

One the modem is back online, test your connection again. If the results are still slower than normal, please contact our technical support agents at 419-724-9800 option 3.