Internet Troubleshooting
My modem is offline. What do I do?
First, check to make sure that you have power going to the modem. Your modem will not work without power to run it. If it has power, what lights are active on the front of the modem?
Send: If this light is blinking continuously it is possible that you have a problem with the outlet or cabling connecting the modem to your computer. If you have rebooted your cable modem and this still continues to blink and never go solid, contact our technical support.
Receive: If this light is blinking continuously it is possible that you have a problem with the outlet or cabling connecting the modem to your computer. If you have rebooted your cable modem and this still continues to blink and never go solid, contact our technical support
Online: If this light is blinking continuously, please contact our technical support as soon as possible. There is likely a network problem associated with this light blinking.
Activity: This light will only be active if the three prior (send, receive, online) are active and solid. Activity means that there is connectivity between your modem and the next piece of equipment. If you have rebooted your cable modem, this light comes on and you are still having problems, please contact our technical support for additional assistance.
What do I do if I cannot surf the internet?
This can be caused by a number of things, although you will want to check your cable modem first. Disconnect the power cable from the modem and leave it unplugged for 10-15 seconds and then plug it back in (if you have a router, do the same to it). Your modem (and router) should reboot from this and everything should be working again. If it is not, please contact our technical support at (785)841-2100 or (800)869-1214 for additional assistance.
I am online, but the internet seems to be very slow. What is causing this?
The first thing you will want to do is go to http://speed.sunflower.com and test your speeds. Your speed will vary dependant upon the level of internet service you are subscribed to.
Estimated Line Speeds:
- Bronze Internet: Maximum speed: 512Kb/sec
- Silver Internet: Maximum speed: 6Mb/sec
- Gold Internet: Maximum speed: 20Mb/sec
These are the maximum speeds for each internet package, although they can vary up and down dependant upon overhead and programs used on your computer. If you notice a very large discrepancy from these speeds, you will want to contact us at (785)841-2100 or (800)869-1214 for additional assistance.
If the speeds appear to be normal, but you are having problems accessing certain sites, it is possible that it is simply the website or server that you are accessing is being heavily taxed by additional connections or even that there are some problems outside of our network that is causing the slow down. Once your request leaves our network, your connection is limited to the traffic that an individual network router, website or web server can control and handle. Once they start to get overloaded, you will notice a slow down in how quickly you are receiving information.