Help

Start with a full power cycle: unplug both your ONT (the box from SumoFiber) and your modem or router, wait 60 seconds, then plug the ONT back in first and wait for a solid green PON light before powering the modem or router back on. Once everything has booted, confirm the ONT's Power, PON, and LAN lights are steady green. If the PON light is red or off, there may be a line issue in your area — visit the status page above or reach out to our support team at 844-GET-SUMO.

Run a wired speed test at /speedtest with a device plugged directly into your router via Ethernet, then compare the result to your plan. If wired speeds match but Wi-Fi feels slow, move closer to your router, reduce the number of devices on the crowded 2.4 GHz band, and try again on 5 GHz. For whole-home coverage, our Managed Wi-Fi service at /managed-wifi adds tri-band mesh nodes tuned to your floor plan.

Intermittent drops are usually one of three things: a loose Ethernet cable between the ONT and the router, a failing power adapter, or an overheating modem in a poorly ventilated space. Reseat the Ethernet cable at both ends, move the modem to an open area, and confirm the ONT's battery-backup light isn't flashing. If problems continue, we can run a line test from our side — contact support with the timestamps of recent drops.

First, rule out the internet itself: plug a laptop directly into your router with an Ethernet cable. If that works, your connection is fine and the issue is Wi-Fi specifically. Reboot your router, confirm the Wi-Fi light is lit, and make sure you're joined to the correct SSID (not a neighbor's). If Wi-Fi is weak in part of your home, our Managed Wi-Fi service at /managed-wifi installs professionally placed mesh nodes with a coverage guarantee.