Having trouble connecting to the internet? Click a heading below for tips on troubleshooting a broadband connection.
Note: Do you use a dial-up connection to access the internet? If so, please visit our help article Troubleshooting a Dial-up Connection.
Broadband Connection Troubleshooting Tips:
Are you able to visit other sites using different browsers?
The problem could be associated with the browser that you’re using. Try using an alternate web browser (Chrome, FireFox, Safari, Internet Explorer, etc.). The problem could also be with the site that you are visiting. Try visiting another website (perhaps aol.com?) to see if the page loads.
Note: If you’re using the AOL Desktop Software, please try using a browser outside of the desktop software to see if you can connect to the internet.
Reboot your modem/router
Many times, restarting your modem (and router if separate) will fix the problem. Unplug the power cord from the back of your modem and router and then wait 30 seconds before plugging them back in. Once plugged back in, it may take up to 5 minutes for your modem and router to full reboot.
Check the physical connections
Sometimes a loose cable can be the culprit of a connection problem. Make sure the ethernet cable is fully connected to the back of your modem and that the coax cable (the circular cable with a single prong in the middle) is properly fastened to the wall and the back of your modem.
Contact your Internet Service Provider (ISP)
If you’ve checked the physical connections on your modem and router and everything seems to be connected tightly, please call your ISP (Internet Service Provider) to see if there is currently a disruption in your internet service or if there is an issue with your account.
Note: AOL is not a physical internet carrier and doesn’t provide physical broadband service.
Still need help? We’re here for you! There are several ways you can reach us. We offer email, chat, social, and phone support.
Note: Some services are only available to members with paid plans. To learn how to get help, please visit our support page at https://help.aol.com/contact/