410-822-6110

 

 

INTERNET TROUBLESHOOTING TIPS

 

Common Issues

In most cases of no internet a simple reboot of the modem/router resolves the issue.

  1. On the back of the modem, locate the coax cable (the white or black line that screws into the modem). Unscrew this line either from the wall or the back of the modem.
  2. After a few seconds screw this line back on to the modem or wall. Ensure the other end of this coax line is tightened either at the wall plate or at the modem.
  3. To reboot the modem please refer to the “How to reboot a modem” section.
  4. While the modem is rebooting – if an external router is in use (or V-Fi) please reboot this device as well.
    • External router – locate the black power cord and remove the black power cord for 5 seconds, then plug it back in.
    • V-Fi – unplug the pod from the power source, plug it back in after about 5 seconds.
  5. The modem and router will take approximately 5 minutes to fully reboot. Once the reboot is complete ensure internet is working.
  6. If still no internet, try rebooting the effected device(s). If still no internet after everything has been rebooted please contact Technical Support at (410) 763-9400.
  1. On the rear left-hand side of the modem remove the black power cord.
  2. After about 15 seconds plug the power cord back in.
  1. On the rear left-hand side of the modem remove the black power cord.
  2. After about 15 seconds plug the power cord back in.
  1. On the rear left-hand side of the modem remove the black power cord.
  2. After about 15 seconds plug the power cord back in.
  1. Locate the reset hole between the yellow ethernet port and the gray phone port.
  2. Press the reset button and release.
  3. Only the power light should be lit up on the front of the modem.
  1. Locate the reset hole between the yellow ethernet port and the gray phone port.
  2. Press the reset button and release.
  3. Only the power light should be lit up on the front of the modem.
  1. Locate the reset hole between the yellow ethernet port and the gray phone port.
  2. Press the reset button and release.
  3. Only the power light should be lit up on the front of the modem.
  1. On the back of the modem near the bottom remove the black power cord.
  2. After about 15 seconds plug the power cord back in.
  1. On the back of the modem near the bottom remove the black power cord.
  2. After about 15 seconds plug the power cord back in.
  1. On the back of the modem near the bottom remove the black power cord.
  2. After about 15 seconds plug the power cord back in.
  1. Locate the word “Reset” on the back of the modem near the top. The reset hole should be located right above the word “Reset”.
  2. Press the reset button and release. Do not hold the reset button.
  3. Only the power light should be lit up on the front of the modem.
  1. Locate the reset hole on the back of the modem. The reset hole is a small hole above the gray telephone port.
  2. Press the reset button and release. Do not hold the reset button.
  3. Only the power light should be lit up on the front of the modem.
  4. Service should be restored within five minutes.
In most cases, a reboot of the router resolves the issue of no Wi-Fi. If there is no internet and no Wi-Fi, please refer to the “No internet” section.  
  1. On the back of the router locate the black power cord. Unplug this power cord either from the router or from the power source. If V-Fi is installed, then simply unplug the pod from the power source.
  2. After about 10 seconds, plug the power cord or the V-Fi pod back in.
  3. The device will take about 5 minutes to fully boot back up.
  4. Once fully reconnected, confirm the Wi-Fi is working.
  5. If the issue is ongoing, please contact Technical Support at (410) 763-9400.

Under the password field should be an option to “Connect using a security key instead”. Once this is clicked type in the wireless password. Click on “Connect”.

  1. Run a speed test from http://speedtest.goeaston.net. Compare the results to the speeds for the subscribed package. Click here for current speed packages.
  2. If using a router separate from the modem, power cycle the router by unplugging the power cord and plug it back in after about 5 seconds
    • If using a gateway modem (modem and router integrated into one device), then unplug the black power cord from the device and then plug it back in after about 5 seconds.
    • If using V-Fi, unplug the pod from the power source, then plug it back in after about 5 seconds.
  3. Once the router is back online re-run the speed test from http://speedtest.goeaston.net and compare results to the speeds for the subscribed package. Please note: the results from the speed test only show results for a brief snapshot of actual speeds. Please re-try online activity (streaming, web-browsing, gaming, etc.) to see if the issue is ongoing.
  4. If the issue is ongoing, locate a computer or laptop with an ethernet port and an ethernet cord for the next step.
  5. With the ethernet cord, plug the cord into the ethernet port on the modem and plug the other end into the ethernet port on the laptop or computer.
    • The router’s ethernet cord will need to be unplugged.
    • The modem will need to be power cycled after the device’s ethernet cord is plugged into the modem.
  6. Once the modem is back online, please open a web browser and navigate to http://speedtest.goeaston.net. Please run another speed test and compare results to the subscribed speed. If the speed test result is still out of range compared to the subscribed speed, please contact Technical Support at (410) 763-9400. If the speed from the speed test is within range, please continue to the next step.
  7. Locate the default network name and password for the router. After doing so please locate the “Reset” button on the router. With a pen, pencil, or paperclip push and hold in this button for at least 60 seconds. Please complete the first time installation for this router through signing into the router’s default Wi-Fi network. During set up there will be an option to set up a new network name (SSID) and password (Pre-Shared Key).
  8. If the issue continues, please contact Technical Support at (410) 763-9400.

 

 

Wireless

To begin, it is important to try different websites on the same device. As a test try going to http://weather.com or https://wboc.com. Also, try the same website on another device. Most of the time if issue is happening on one device or on only one website a reboot can fix the issue. Please continue below.


  1. Based on the website go to https://downdetector.com to see if others are reporting the same issue. Please note: not all websites are listed and this site only shows reports from other users – it doesn’t necessarily mean a website or service is having an outage but is a good tool to see if others are having the same issue.
  2. To reboot a particular effected device please visit the section titled “How to reboot popular devices”.
  3. Once the device is fully powered on try going to the effected website again. If it doesn’t load please proceed to the next step.
  4. If the router and modem are separate devices (not an all-in-one modem and router) unplug the black power cord to only the router. Leave it unplugged for about 15 seconds and plug it back in. Once the router is fully powered on retry the website. If the issue is ongoing, please proceed to the next step.
  5. If modem and router are separate, please unplug the black power cord from the back of the modem. Leave the power cord unplugged for about 15 seconds then plug it back in. Service should be restored in about 5 minutes.
  6. Try the website(s) again. If the issue is ongoing, please contact Technical Support at (410) 763-9400.

Easton Velocity doesn’t guarantee wireless coverage. However, there are steps that can be taken to increase the signal coverage.


  1. First, in the area(s) where there are wireless coverage issues run a speed test and compare speeds from the test to the speeds subscribed to. Please click here for residential internet rates. We suggest running the speed test from http://speedtest.goeaston.net for the most accurate results.
  2. It is important to note the location of the router. The router should be centrally located in the residence and not obstructed by any piece of furniture/decoration. The top and sides of the modem should have ample space. Likewise, other factors such as wall type (plaster, wood, etc.), kitchen appliances, bathroom fixtures, metal, and electronic equipment can all degrade the internet signal. It is important to try as best as possible to not having these obstructions in the way of the internet signal for optimal coverage.
  3. If relocating the modem doesn’t solve the issue, then a wireless extender option is available. For optimal coverage it is advised to have our V-Fi option installed. Please click here for more information pertaining to this product.
  1. Open the HomePass app the technicians downloaded during the installation.
    • If the app isn’t downloaded, open the app store on your device and download the “HomePass” app.
  2. Locate the button that states “Sign In”.
  3. Type in the username and password created during the install process.
    • If unsure of the password click on “Forgot your password?” and follow the prompts.
  4. Click on “Sign In”.

Method 1

If using the default network name and password that came with the router, this information is usually provided on a sticker on the bottom of the router.

 

Method 2

To begin a laptop or a computer with an ethernet port and an ethernet cord are needed.


  1. Connect one end of the ethernet cord to the router and the other end into the laptop/computer.
  2. Open a web browser and in the address bar type in “192.168.0.1”.
  3. When prompted for a username and password type in:
    Username – admin
    Password – password
    Note: if these were changed then type in the credentials previously set up for this router.
  4. Once signed in, the directions from here depend on the router brand
    • Belkin – Click on “Channel and SSID”.
    • Cisco- Click on “Settings” then “Wi-Fi”.
    • Linksys – Click on “Configuration” then click on “Wi-Fi” then “Wi-Fi Settings”.
    • Netgear – Click on “Wireless”
    • TP-Link – Click on “Wireless 2.4GHz/5GHz”

 

Method 3

Most popular router brands have an app for users to download.


  1. Search for the router manufacturer on the mobile device’s app store. Download the corresponding app.
  2. Once the app is launched, it will request the router login. When prompted for a username and password type in:
    Username – admin
    Password – password
    Note: if these were changed then type in the credentials previously set up for this router.
  3. Once signed in, the directions from here depend on router brands
    • Belkin – Click on “Channel and SSID”.
    • Cisco - Click on “Settings” then “Wi-Fi”.
    • Linksys – Click on “Configuration” then click on “Wi-Fi” then “Wi-Fi Settings”.
    • Netgear – Click on “Wireless”
    • TP-Link – Click on “Wireless 2.4GHz/5GHz”
Method 1 If the wireless credentials are the default credentials for the router (network name/SSID starts with “ARRIS-“) then this method can be followed in most cases.  
  1. On the bottom of the modem locate the white sticker. On the white sticker please confirm the “SSID” is the same network name that is the network being utilized.
  2. The line that has the “Pre-Shared Key” is the wireless password.
  Method 2 To begin a laptop or a computer with an ethernet port and an ethernet cord are needed.  
  1. Connect the ethernet cord from the gateway modem to the laptop or computer.
  2. On the laptop or computer open a web browser.
  3. In the address bar type in 162.168.0.1.
  4. The webpage will request a username and password please find the default credentials below: Username – admin Password – password
  5. The default page will provide an option to view and change the currently set network name and password.

To begin, the V-Fi/HomePass app is required on a smart phone or a tablet. If instructions are required to sign into the app please refer to the “How to sign into Plume/V-Fi account” section.


Apple Device

  1. Once the app is opened, tap on the three horizontal lines in the bottom left-hand side of the screen.
  2. Listed under “Adopt” and “WiFi Name” is the network name/SSID.
  3. To access the password, tap on “Access”. Under “Access” is the password/Pre-Shared Key.

 

Android Device

  1. In the top left-hand corner select the 3 horizontal bars.
  2. Select “Access” the network name (SSID) and password (Pre-Shared Key) will display.

It is recommended to replace a router every 2-3 years. For maximum performance, your devices will need gigabit Ethernet and 802.11ac Wi-Fi.

  1. On the back of the router, unplug the black power cord. After about 5 seconds plug the power cord back in.
    • If V-Fi is installed, unplug the pod from the power source. After about 5 seconds plug the pod back into the power source.
  2. After 5 minutes the router should be back online.
  3. Check to see if the wireless network is appearing as a connection. If not please proceed to the next step.
  4. Please locate a computer or laptop with an ethernet port and an ethernet cord for the next step.
  5. With the ethernet cord plug the cord into the ethernet port on the modem and plug the other end into the ethernet port on the modem.
    • More than likely the router’s ethernet cord will need to be unplugged.
    • The modem will need to be rebooted after the laptop’s ethernet cord is plugged into the modem.
  6. Once router is set back up if the network name (SSID) is still no displayed then the router would need to be replaced. For further questions please contact Technical Support at (410) 763-9400.

 

 

Helpful Information

  1. Locate the white or black coaxial line that either comes through the floor or that is already attached to a coaxial outlet located at the wall. Screw this line into the back of the modem on the middle coax port.
  2. From the router connect an ethernet line to the yellow port on the back of the modem. Make sure the router is powered on.
  3. With the supplied black power cord, connect it to the only open port on the back of the modem and plug the other end into a power source. If service isn’t working within 10 minutes, please call Technical Support at (410) 763-9400.
  1. Locate the white or black coaxial line that either comes through the floor or that is already attached to a coaxial outlet located at the wall. Screw this line into the back of the modem on the middle coax port.
  2. From the router connect an ethernet line to the top port on the back of the modem. Make sure the router is powered on.
  3. With the supplied black power cord, connect it to the only open port on the back of the modem (bottom circle port) and plug the other end into a power source. If service isn’t working within 10 minutes, please call Technical Support at (410) 763-9400.
  1. 1. Locate the white or black coaxial line that either comes through the floor or that is already attached to a coaxial outlet located at the wall. Screw this line into the back of the modem on the middle coax port.
  2. From the router connect an ethernet line to either the first or second port on the back of the modem. Make sure the router is powered on.
    • Please note only ethernet port is active at a time. So, if a device is into port 1 then port 2 will not work and vice versa. To reactivate the ports, remove the ethernet line from the modem and reboot the modem.
  3. With the supplied black power cord, connect it to the only open port on the back of the modem (bottom circle port) and plug the other end into a power source. If service isn’t working within 10 minutes, please call Technical Support at (410) 763-9400.
  1. Locate the white or black coaxial line that either comes through the floor or that is already attached to a coaxial outlet located at the wall. Screw this line into the back of the modem on the middle coax port.
  2. From the router connect an ethernet line to either the first or second port on the back of the modem. Make sure the router is powered on.
    • Please note only ethernet port is active at a time. So, if a device is into port 1 then port 2 will not work and vice versa. To reactivate the ports, remove the ethernet line from the modem and reboot the modem.
  3. With the supplied black power cord, connect it to the only open port on the back of the modem (bottom circle port) and plug the other end into a power source. If service isn’t working within 10 minutes, please call Technical Support at (410) 763-9400.
  1. Locate the white or black coaxial line that either comes through the floor or that is already attached to a coaxial outlet located at the wall. Screw this line into the back of the modem on the middle coax port.
  2. From the router connect an ethernet line to the yellow port on the back of the modem.
  3. Locate the telephone line from the back of the phone or the phone outlet. Plug this line into the “Tel 1/2” (far left gray port) on the back of the modem.
  4. With the supplied black power cord, connect it to the only open port on the back of the modem and plug the other end into a power source. If service isn’t working within 10 minutes, please call Technical Support at (410) 763-9400.
  1. Locate the white or black coaxial line that either comes through the floor or that is already attached to a coaxial outlet located at the wall. Screw this line into the back of the modem on the middle coax port.
  2. From the router connect an ethernet line to the yellow port on the back of the modem.
  3. Locate the telephone line from the back of the phone or the phone outlet. Plug this line into the “Tel 1/2” (far left gray port) on the back of the modem.
  4. With the supplied black power cord, connect it to the only open port on the back of the modem and plug the other end into a power source. If service is not working within 10 minutes, please call Technical Support at (410) 763-9400.
  1. Locate the white or black coaxial line that either comes through the floor or that is already attached to a coaxial outlet located at the wall. Screw this line into the back of the modem on the second to bottom coax port.
  2. From the router connect an ethernet line to the yellow port on the back of the modem.
    • Please note: only one ethernet port is active at a time. If a device is plugged into ethernet port 1 then the other ports will not produce a signal until the ethernet cord is removed and the modem is rebooted.
  3. Locate the telephone line from the back of the phone or the phone outlet. Plug this line into the “Tel 1/2” (far left gray port) on the back of the modem.
  4. With the supplied black power cord, connect it to the only open port on the back of the modem and plug the other end into a power source. If service is not working within 10 minutes, please call Technical Support at (410) 763-9400.
  1. Locate the white or black coaxial line that either comes through the floor or that is already attached to a coaxial outlet located at the wall. Screw this line into the back of the modem on the middle coax port.
    • The yellow ethernet ports are for connecting ethernet-capable devices to the modem. It is not required to connect a router to any of these ports. This modem has a router built in with the modem.
  2. With the supplied black power cord, connect it to the bottom open port on the back of the modem and plug the other end into a power source. If service is not working within 10 minutes, please call Technical Support at (410) 763-9400.
  1. Locate the white or black coaxial line that either comes through the floor or that is already attached to a coaxial outlet located at the wall. Screw this line into the back of the modem on the middle coax port.
    • The yellow ethernet ports are for connecting ethernet-capable devices to the modem. It is not required to connect a router to any of these ports. This modem has a router built in with the modem.
  2. With the supplied black power cord, connect it to the bottom open port on the back of the modem and plug the other end into a power source. If service is not working within 10 minutes, please call Technical Support at (410) 763-9400.
  1. Locate the white or black coaxial line that either comes through the floor or that is already attached to a coaxial outlet located at the wall. Screw this line into the back of the modem on the middle coax port.
    • The yellow ethernet ports are for connecting ethernet-capable devices to the modem. It is not required to connect a router to any of these ports. This modem has a router built in with the modem.
  2. With the supplied black power cord, connect it to the bottom open port on the back of the modem and plug the other end into a power source. If service is not working within 10 minutes, please call Technical Support at (410) 763-9400.
  1. Locate the white or black coaxial line that either comes through the floor or that is already attached to a coaxial outlet located at the wall. Screw this line into the back of the modem on the middle coax port.
    • The yellow ethernet ports are for connecting ethernet-capable devices to the modem. It is not required to connect a router to any of these ports. This modem has a router built in with the modem.
  2. Locate the telephone line from the back of the phone or the phone outlet. Plug this line into the “Tel 1/2” (top far left gray port) on the back of the modem.
  3. With the supplied black power cord, connect it to the bottom open port on the back of the modem and plug the other end into a power source. If service is not working within 10 minutes, please call Technical Support at (410) 763-9400.
  1. Locate the white or black coaxial line that either comes through the floor or that is already attached to a coaxial outlet located at the wall. Screw this line into the back of the modem on the second to bottom coax port.
    • The yellow ethernet ports are for connecting ethernet-capable devices to the modem. It is not required to connect a router to any of these ports. This modem has a router built in with the modem.
  2. Locate the telephone line from the back of the phone or the phone outlet. Plug this line into the “Tel 1/2” (top gray port) on the back of the modem.
  3. With the supplied black power cord, connect it to the bottom open port on the back of the modem (small circular hole) and plug the other end into a power source. If service is not working within 10 minutes, please call Technical Support at (410) 763-9400.
A speed test is a great tool to use if the internet seems to be running slower than usual or to help assess Wi-Fi coverage.  
  1. On a device that is connected to the Wi-Fi navigate to the website http://speedtest.goeaston.net Please note – the test should only be run on one device at a time for the most accurate results.
  2. Compare results to the subscribed internet package. Please click here for internet rates.

These instructions are to sign into an Easton Velocity-provided gateway modem. To begin a laptop or a computer with an ethernet port and an ethernet cord are needed.


  1. Connect the ethernet cord from the gateway modem to a laptop or computer.
  2. On the laptop or computer open a web browser.
  3. In the address bar type in 162.168.0.1.
  4. The webpage will request a username and password please find the default credentials below:
    Username – admin
    Password – password
  5. The default page will provide an option to view and change the currently set network name (SSID) and password (Pre-Shared Key).
  6. If any questions arise please contact Technical Support at (410) 763-9400.
  1. Verify the power cord is plugged into both the modem as well as a power source.
  2. Unplug the black power cord from the back of the modem. After 10 seconds plug the power cord back in. The modem may take up to 15 seconds before any lights begin to light up. The modem may also take an additional 5 minutes to fully power on.
  3. If the modem still does not have any lights unplug the box from power source and plug into a different power source.
    • If there are still no lights, check to see if modem is powered by a switched outlet. If so, ensure the outlet is turned on.
    • The Modem may take up to 15 seconds to show any signs of power. If no lights begin to light up after 15 seconds please proceed to the next step.
    • To verify power source is active plug another device into the exact same power source and confirm the device is working.
    • If the device does not work on this power source, then an electrician is needed. If the device does work at the power source, please call Technical Support at (410) 763-9400.