Internet Connection Help

Start with the fixes that solve most connection issues.

Power-cycle your router, verify the cable between your Planet equipment and router, and know when it is time to contact support.

Talk to Support Check Network Status

Power Cycling

Reboot the router without resetting it.

A quick power cycle clears temporary glitches and gives the router a clean opportunity to reconnect. It should only take a few minutes.

Unplug the router

Remove the power cord from your router. Leave the Ethernet cables connected.

Wait 10 seconds

Give the router a full 10 seconds without power, then reconnect the power cord.

Let it reconnect

Allow a few minutes for the router to fully reboot and restore the connection.

If this fixes the issue but you need to do it frequently, contact support. Repeated disconnects are a sign that something else may be wrong.

Call 862-300-3150

Ensure Proper Connections

Make sure the right ports are connected.

Cables can be unplugged or moved accidentally. The connection from the Planet equipment outside your home should pass through the power injector and into the WAN or Internet port on your router.

Planet power injector

Identify the power injector

The port labeled POE connects to the wire running to the equipment outside your home. The port labeled LAN connects to the WAN or Internet port on your router.

Correct Cable Path

Follow the connection from outside equipment to your router.

Check both ends of each Ethernet cable and make sure every connector is firmly seated.

Outside Planet equipment The incoming Ethernet cable runs into the POE port on the injector.

Power injector LAN port The LAN port sends the connection from the injector to your router.

Router WAN or Internet port The cable from the injector must go into the router's WAN or Internet port, not a LAN port.

Router Reference

Find the WAN port on your Planet router.

Find your router below and make sure the cable from the power injector is connected to the highlighted WAN or Internet port.