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

Sometimes all that needs to be done is a quick equipment reboot to clear out any temporary glitches and reset the connection. To do so, follow the steps below:

  1. Unplug the power cord from your modem and router.

  2. Wait 60 seconds, then plug it back in.

  3. Allow up to 5 minutes for the router to fully reboot and reconnect.

If this does not solve your issue, proceed to the next section.

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!

  • 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 to the left) connects to your router’s WAN port - shown to the right.

POE Injector

  • The port labeled LAN 🖧 (on the right side of the 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.