Support FAQs

My Internet does not work

Your internet could be out for various reasons and some simple troubleshooting may be required to determine a specific reason as to why. Start with rebooting your Router (larger, gray device) and ONT (smaller, black device), then compare the LED lights with our Equipment Troubleshooting guide.

Whether the reboot is successful or not, you can always call our 24/7 available Helpdesk at 1-833-NESPARC (1-833-637-7272).

My Voice Service does not work

If you are porting your telephone number, have waited the required 10 business days, and have not been contacted about your service, please call our office (662) 238-3159.

If you previously had voice service, whether new number or ported number, and it has suddenly stopped working:

  • Try unhooking the telephone cable from the back of the ONT (smaller, black device) and then plugging it back in
  • Try plugging a telephone directly to the ONT (smaller, black device) and checking for dial tone
  • Power cycle the ONT (smaller, black device) by unplugging the power cable, waiting 5 second, then plugging the power cable back in

Should none of these help resolve your issue, please call our 24/7 available Helpdesk at 1-833-NESPARC (1-833-637-7272).

I can see my wifi network but can not connect

If your devices can see your wifi network but can no longer connect to it:

  • Verify that the wifi password hasn’t been changed via the CommandIQ App
  • Use “Forget this network” or equivalent option for your device. This should require you to re-enter the wifi password
  • Try restarting your device. For some TVs and Roku/Firesticks, unplugging the power cord and plugging it back in may be required
  • Power cycle the Router (larger, gray device) by unplugging the power cable, waiting 5 second, then plugging the power cable back in

Should none of these help resolve your issue, please call our 24/7 available Helpdesk at 1-833-NESPARC (1-833-637-7272).

My <TV|Cellphone|Laptop|etc> can not find the wifi network

If you have a device that can not find your wifi network, please check:

  • can your device see other wifi networks?
  • can other devices see your wifi network?

If other devices can see your wifi network except this one, it’s possible there may be an issue with that device. If no devices can see your wifi network, then there may be an issue with your Router (larger, gray device).

Either way, feel free to call our 24/7 available Helpdesk for additional support and troubleshooting at 1-833-NESPARC (1-833-637-7272).