Bouncing the router is extremely important. Occasionally, routers may not respond properly and simple bounce resets the connections and restores connectivity. This should always be attempted as long as the modem is online and getting good signal.

If resetting the router fails, the next step is to bypass the router by connecting a computer directly into the cable modem. If the customer is unable or unwilling to do so, proceed to step 3.

Given the fact that we only support one wireless router (Netgear D600 for Boost+ customers), it is important at this point to provide the customer the telephone number to the proper vendor. Router configurations and any further troubleshooting of the router should be completed with the respective manufacturer.