Check power
Look at your router and any equipment
Are the lights on? If the router shows nothing, the outlet may be off or the power adapter has come unplugged. Try a different outlet.
Back to Support
Troubleshooting
Six steps. Most outages clear in under five minutes.
Work through these in order. Each one rules out a common cause before you have to pick up the phone.
Is it plugged in?
Check the cables
Make sure the power cord is firmly seated. Then trace the network cable from your router to the wall and to your equipment outdoors. A loose cable is the most common cause.
WiFi check
Try airplane mode + back
On your phone or laptop, toggle airplane mode off and on. Check that you're connected to the right WiFi network. If you see your Trellis network and other devices are also on it, the WiFi itself is fine.
Other devices?
Test more than one device
If only one device is offline, the problem is probably that device, not your internet. Try the WiFi on a phone, then a laptop. If everything is offline, continue to step 5.
Check the radio
Look at the outdoor equipment
Walk outside and look at the small flat-panel radio on your roof or wall. Are its lights on? If it's dark, the cable may be loose or there's no power getting to it. If it's lit normally, the issue is upstream. Call us.
Give us a call
707.800.8757
Local team. Mon–Fri 8am–6pm Pacific. After hours, leave a voicemail — we return calls within one business day. Or email support@trellisinternet.com.
Still not working?
Check whether we’re tracking an outage in your area.