.png)
From connecting your devices to resetting your equipment, we're here to help you resolve challenges that may be affecting your internet performance. Our Support page and digital Equipment Guide are also available anytime with more helpful troubleshooting tips.
How can I reset my equipment?
To complete a standard power cycle, start by unplugging power cable to both the ONT and router. Wait 60 seconds, then plus them back in. Allow a few minutes for your equipment to fully reboot.
Please note that you should never unplug the fiber optic cable from the ONT itself, as that will damage your fiber. If this happens, an in-home appointment with a technician will need to be scheduled to complete the repair.
If you restart your equipment and are experiencing connection issues, please contact Tech Support by calling 800-359-5767 or submitting a ticket at ripplefiber.com/contact.
Why is my internet not connecting to my devices?
To connect your devices to Wi-Fi, start with your Wi-Fi username and password. Then, go to Settings on your device, and look for options such as Wi-Fi or Network. Exact labels vary by device. If you're still having issues logging in once you provide the username and password, try the following:
- Power cycle your ONT, router, and device by turning them completely off and turning them back on. This is the single most effective fix and should always be tried first.
- Check cables and wires for visible damage (such as fraying or pet damage) and confirm that each one appears to be connected to the correct port.
Please note that you should never unplug the fiber optic cable from the ONT itself, as that will damage your fiber. If this happens, an in-home appointment with a technician will need to be scheduled to complete the repair.
My Wi-Fi signal is weak. How can I improve my internet performance?
Your router performs best when set up in a central location. Avoid placing it in enclosed spaces like cabinets or closets that can impact signal distribution. Consider placing your router closer to specific devices that require a strong connection, like a smart TV or gaming console, while keeping it away from household electronics that can cause signal interference, like microwaves or baby monitors.
If you still have dead spots, Wi-Fi extenders help boost coverage. Our team is also happy to help if you think your router's placement needs a second look.
I'm not getting the speeds I expected. How can I maximize my internet performance?
To achieve the most accurate results, we recommend first running a hardwired speed test by connecting a device capable of the current speed package, like a desktop computer or laptop, to an ethernet cable. Disconnect other devices that may be using the internet. To perform the speed test, use a reliable website like Ookla's Speedtest.com.
Then, run a separate speed test on the same device without the ethernet cable or on your smartphone, using just your Wi-Fi connection. Every device has a capability ceiling, like you would experience with an older TV, for example. Comparing the two speed tests allows you to isolate whether a device or the network is the bottleneck. Check out our guide to internet speed tests to learn more.
Note that if your speed results are much lower than expected, it's possible that you're experiencing a service outage and are currently using your Internet Backup.
My service is out. Where do I start?
As a first step, we recommend power cycling your ONT, router, and device by turning them completely off and turning them back on. If your disruption is related to a larger outage affecting your service area, you will quickly begin receiving email and text updates from Ripple Fiber.
If you restart your equipment with no success and have not received an outage notice, please contact Tech Support by calling 800-359-5767 or submitting a ticket at ripplefiber.com/contact. We will confirm the details of your disruption and send out a technician if needed.
Service was just restored in my area, but my internet is still not working. What now?
After a temporary service outage, your equipment should automatically reconnect. Keep in mind that it may take a few extra minutes, since a wider outage recovery can take longer to full reach every household. If your equipment doesn't automatically reconnect, you can power cycle your ONT and your router.
If it's still down after a reboot, this may point to another issue specific to your property. Please contact Tech Support by calling 800-359-5767 or submitting a ticket at ripplefiber.com/contact.
What do the lights on my router mean?
In the Welcome Kit that you receive during your in-home installation appointment, you'll find your Equipment Guide that explains what each light signifies. If you've misplaced it, no worries. The digital Equipment Guide is always available on our Support page.
Note that the package you have determines which equipment your home uses, so make sure to match your equipment with the imagery in the guide to ensure you're reading the correct breakdown.
What do the lights on my Internet Backup mean?
Your eero Signal provides dedicated cellular backup connectivity to compatible eero networks. Designed to keep your network online in the event your primary internet connection goes down, eero Signal will automatically detect an internet outage and use the best cellular backup connection available. Here are what the lights indicate:
- No Light – No Power or LED Disabled
- Solid White – Backup is ready and cellular connection registered
- Blinking White – Powered on and waiting to be connected to an eero device
- Solid Blue – Plugged in and waiting for eero
- Blinking Blue – Being configured or updating firmware
- Solid Aqua – Using Internet Backup
- Blinking Orange – eero Signal or host eero lack sufficient power
- Solid Orange – eero Signal does not have an associated data plan, or has consumed all available data for the period
- Solid Red – No cellular connectivity
- Blinking Red – Not plugged into an eero device
Last updated: September 15, 2026