• My internet is not working. How do I troubleshoot internet connection issues?
  • If you are not getting an internet connection, please complete the following steps to troubleshoot the issue.
  • Step 1: Identifying and locating your equipment. Follow this link to identify what equipment you have. 
  • Step 2: Check for loose or damaged cables. Ensure all cables are firmly connected. Check for kinks, bends, or visible damage and confirm that your power cords are firmly plugged in. 
  • Step 3: Reboot your router. This refreshes your connection and clears out temporary glitches. Unplug your router, wait 30-60 seconds, then plug it back in and allow a few minutes for everything to reconnect.
• Why is my speed slower on Wi-Fi?
  • A weak wireless signal is one of the most common causes of slow performance. Try moving your router to an open central location, away from devices that can interfere with your signal such as microwaves, baby monitors, and Bluetooth devices. 
  • If your home is large, consider adding a Wi-Fi extender or mesh network.
  • Reduce Network Congestion: Too many devices online at the same time can slow things down. To improve performance, pause any downloads or large updates, close streaming apps you're not using and disconnect devices you don't need online. 
• How do I reset my wireless gateway?
  • Remove the power cable from the back of the gateway/extender. Confirm all of the lights are off on the gateway/extender. Wait 10 seconds. Plug the power cord back into the gateway/extender. Give the system 1-2 minutes to return to normal operation.
• How do I reboot my ONT?
  • First, locate your ONT. It is usually a white or black box installed on an inside wall (garage, utility closet) or outside. 
  • Disconnect the power cord. If it has a battery backup, you may need to unplug the power cord from the wall and disconnect the battery cable.
  • Leave the device unplugged for about 30 seconds to 5 minutes to ensure a complete power cycle. Plug the power cord back into the outlet and wait for the lights to turn back on and stabilize. This can take 5-10 minutes. 
  • DO NOT press the red reset button, as this can erase the device's configuration. 

• How do I reboot my set top box?
  •  Simply disconnect the power cord from the back of the box. Wait at least 30 seconds and then reconnect the power. The box should begin to initialize automatically - if it does not, press the POWER button on the set-top box. The box may take 2-3 minutes to fully power on and load the interface on your television. If your set top box doesn't restart automatically within a few minutes, press the POWER button on the device. 
• What do I do if I am having picture issues? (Why is my TV's pictures distorted?)
  • If the issue is occurring on more than one television: Please make a note of any error messages you are receiving and contact Technical Support at 808-643-6111.
  • If the issue is only occurring on one television: Verify that all cables are tightly connected to the wall outlet, the television, and, if you have one, the set-top box. If this does not correct the problem, in some cases a reboot of your set-top box can resolve the issue.
  • To manually reboot your set top box, simply disconnect the power cord from the back of the box. Wait at least 30 seconds and then reconnect the power. The box should begin to initialize automatically - if it does not, press the POWER button on the set-top box. The box may take 2-3 minutes to fully power on and load the interface on your television. If your set top box doesn't restart automatically within a few minutes, press the POWER button on the device. 
  • If the problem persists, check if you experience the same issue when the television is in use with an alternate video source (DVD player, VCR, etc.). If so, the issue resides within your television, and you will need to contact the product's manufacturer for more information.
  • If you only experience the issue with one TV and with our service, use the information below to correct the problem.
  • Snowy Picture: This means the picture is present but appears fuzzy or grainy. If your television is connected to an outlet or set-top box with a coaxial cable, verify that the TV is on Channel 3 and the cables are tightly connected.
  • Blue Screen: If there is a VCR connected between the outlet and the TV, use the VCR remote to set the VCR to Channel 3 or 4. If this does not correct the problem, verify your TV is set to the correct input. Use the TV remote to cycle through all available inputs by pressing the "Input," "Source," or "Video" button.
  • Wavy, Horizontal, or Zigzag Lines: This problem is usually caused by loose or dirty connections. Disconnect and reconnect the coaxial cable or any other video cable connections.
  • Small Picture: If this problem only occurs on one channel, then the content is being broadcast in that format and cannot be changed. If it occurs on all channels, it may be a setting on the TV for aspect ratio. Consult your television's manual or its manufacturer.
  • Pixelated or Tiles Image: This problem can usually be fixed by tightening all cables or by briefly powering down and disconnecting all devices to rest, and then reconnecting and powering back up. 
  • If the problem persists, contact Technical Support at 808-643-6111.
• All of my TV's are not working, what should I do?
  • In some cases a reboot of your set-top box can resolve the issue. To reboot simply disconnect the power cord from the back of the box. Wait at least 30 seconds and then reconnect the power. The box should begin to initialize automatically - if it does not, press the POWER button on the set-top box. The box may take 2-3 minutes to fully power on and load the interface on your television. If your set top box doesn't restart automatically within a few minutes, press the POWER button on the device. If a reboot doesn't resolve your issue, please make a note of any error messages you are receiving and contact Technical Support at 808-643-6111.
• How do I check the wireless signal strength on my Fioptics+ set top box?
  • To optimize your viewing experience when connected wirelessly, you will want to place your Fioptics+ set top box in a location where it can get the best wireless signal strength. Place the set top box in a location where it receives at least an RSSI (Received Signal Strength Indicator) level of -65 to 0. Anything lower than -65 will potentially cause reduced video quality. 
  • See below on where to find your current RSSI level: 
    • Open the Main Menu
    • Select Device Settings
    • Select Network & Internet
    • Check the RSSI level for the wireless network the set top box is connected to
• How do I change the input on my TV?
  • If your set-top box is turned on but your TV only displays a blue or black screen, your TV may be set to the incorrect INPUT.

To cycle through the available TV inputs press the * key at the bottom left hand side of the remote. (see image below)

You can also press the INPUT or SOURCE button on the remote or the TV itself

When you reach the correct input, your TV will display your video service. Be sure to note which input was successful.

• My Fioptics+ TV remote control isn't working
  • Follow this link to troubleshoot.
• What do I do if my picture on my TV is freezing?
  • In some cases when your TV‘s picture is freezing you just need to reboot your set-top box. Simply disconnect the power cord from the back of the box. Wait at least 30 seconds and then reconnect the power. The box should begin to initialize automatically - if it does not, press the POWER button on the set-top box. The box may take 2-3 minutes to fully power on and load the interface on your television. If your set top box doesn’t restart automatically within a few minutes, press the POWER button on the device.
  • If the picture on your TV is still freezing, please contact Technical Support at 808-643-6111.

NOTE: When you remove the power cable from the set-top box, guide data may be temporarily lost. It may take up to 30 minutes for the Program Guide to completely download the program listings. Disconnecting the power will not erase scheduled DVR recordings but will interrupt any recordings occurring at that time.

• What do I do if my set-top box will not power on?
  • Please verify you have it plugged into a working power source and if it is plugged into a power strip make sure the power strip is plugged in. Verify the power cord from the wall to the set-top box is plugged in to the wall and the set-top box. If you need further assistance, please call 808-643-6111.
• What do I do if my TV says no signal?
  • First verify that your set-top box is properly connected to your television and wall outlet
  • Then check that the set-top box and the television are both powered on. Make sure you press the power button on the actual set-top box and television, instead of using the remote
  • If there is still no signal, check that your TV is set to the correct input. Press the *key. If you are unsure which input you have previously used, cycle through all available inputs using your television's "Input" or "Source" button. 
  • If selecting the correct input does not correct the problem, disconnect the power cable from the back of the set-top box. Let the device rest for 30 seconds then reconnect the power. The box should begin to reboot automatically after a moment. If it does not, press the power button on the set-top box. The box may take 2-3 minutes to fully power on and load. 
  • If you need further assistance, please call 808-643-6111.
• What if I have no picture or sound on my set-top box?
  • First verify that the set-top box and TV are both powered on - press the POWER button on the actual set-top box and television instead of using the remote. 

• I don't have a dial tone, what should I do?
  • Check to ensure all phones are on the hook, cords are secure, and cordless batteries are charged.
  • If only one phone is out, plug a different phone into that jack to determine if the issue is that device or the wiring. 
• What do I do if I can't make outgoing calls with my home phone?
  • Check your phone equipment by making sure the phone line is plugged in securely and the keys on the keypad are not sticking
  • Unplug the phone from the wall jack and plug a working phone into the jack to see if the problem persists
  • If you hear a fast busy signal, hang up and dial again. Network problems, such as busy circuits, might temporarily prevent you from making a call. If the problem persists, contact technical support at 808-643-6111..
• What do I do if I have static on my home phone line?
  • If you hear static on a corded phone, it could be a problem with the phone equipment. Test other working phones to see if you hear static all of them or just one phone. If you hear there is static on all of your phone lines, you may have an issue with inside or outside wiring. Please contact technical support at 808-643-6111 for assistance.
  • If you hear static on a cordless phone, ensure the handset is charged and close to the base, move the base unit away from electronics (routers, microwaves), and replace old batteries. You can also resolve this problem by unplugging all cordless phone connections, including the main phone unit from the wall jack. Wait a few minutes, then plug the main phone into the plug and the wall jack. If this clears the static, plug in remainder of phones. If the problem persists, you may have an issue with inside or outside wiring. Please contact technical support at 808-643-6111 for assistance.