Step-by-step troubleshooting to get you back online fast.
Having trouble connecting? Work through these steps in order — most connection problems can be resolved in just a few minutes without needing to call support.
STEP 1
Restart Your Equipment
Power off your modem and router. Wait 30 seconds, then plug the modem back in first. Once it's fully online, plug in your router. Wait 2 minutes before testing your connection.
STEP 2
Check Your Device
Try connecting from a different device (phone, tablet, another computer). If other devices connect fine, the issue may be isolated to one device. Try restarting that device.
STEP 3
Check All Cables
Ensure all cables are firmly connected — from the wall to the modem and from the modem to the router. Look for any damaged or frayed cables and replace if necessary.
STEP 4
Check for Outages
There may be a service outage in your area. Check our status page or call our support line to see if a known outage is affecting your neighborhood.
STEP 5
Disable VPN or Firewall Temporarily
A VPN or overly restrictive firewall can block your connection. Temporarily disable these and test your connection again to see if they are the cause.
STEP 6
Contact Technical Support
If none of the above steps resolve your issue, our technical support team is ready to help. Call us at (432) 550-8766 or email support@nwol.net.
Still having issues?
Our technical support team is available to assist you. Don't hesitate to reach out.
