Basic Troubleshooting

This guide is meant to guide you through basic troubleshooting for your Internet connection. If you need assistance, please contact our technical support team at 862-300-3150 or support@planet.net.

Power Cycling

From time to time, a quick equipment reboot will fix temporary glitches and reset your equipment and fix your connection. To do so, follow the steps below:

  1. Unplug the power cord from your router.

  2. Wait 10 seconds, then plug it back in.

  3. Allow a few minutes for the router to fully reboot and reconnect.

If this does not solve your issue, proceed to the next section. If you need to do this frequently, something is wrong and you should contact support.

Ensure Proper Connections

Connection issues are often caused by equipment being improperly connected. In some cases, a child or household pet may accidentally unplug and reconnect cables incorrectly. This guide will help you verify that your equipment is set up properly to restore and maintain a stable connection.

Important: Do not press the factory reset button on your router unless you know how to reconfigure it afterward. Resetting your router without proper setup knowledge can cause further disruptions to your service!

POE Injector

This is a power injector. This provides power to the equipment located on the side of your home. The port labeled POE or ⚡goes to the wire run to the outside of your home. The LAN port or 🖧 (circled in red) connects to your router’s WAN port.

  • The port labeled LAN 🖧 (on the POE injector) must be connected with an Ethernet cable to the WAN port on your router (circled in red above), depending on your router model. Above are photos of each router model we provide, highlighting the correct port for the connection to the injector.

    * If you are using your own router, make sure to connect only to the WAN or Internet port.