Having issues with your Cricket 5G Home Internet service? Check out our troubleshooting resources.
Why isn't my internet working?
Try these steps:
- Make sure your gateway is powered on
- Check the status lights
- Restart your gateway
- Move the gateway closer to a window
- Check the myCricket Internet app for troubleshooting help
If you're still having trouble, contact Cricket Support.
How do I restart my gateway?
If you're having connection issues:
- Unplug the gateway.
- Wait 30 seconds.
- Plug it back in.
- Allow a few minutes for it to reconnect.
A quick restart often fixes common issues.
Tip: Do not press the reset button on the back of your gateway device. This will initiate a factory reset, which will erase any custom settings, including your custom Wi‑Fi name and password.
How do I reset my gateway?
If restarting doesn't help, you can reset your gateway to its factory settings.
Press and hold the Reset button on the back for about 10 seconds.
Keep in mind that a reset will erase any custom settings, including your custom Wi‑Fi name and password.
Why are my data speeds slow?
Several factors can affect your internet speed, including signal strength, device placement, the number of connected devices, and network activity.
Try these tips:
- Move your gateway closer to a window or exterior wall.
- Place your gateway in an open area and on an elevated surface, such as a shelf or table.
- Make sure your gateway has a strong signal (3–4 green signal lights are recommended).
- Reduce the number of devices using large amounts of data at the same time.
Actual speeds can vary based on your location, signal strength, connected devices, and network conditions.
Why can't I connect to Wi-Fi?
If you're unable to connect to your Wi-Fi network, try these steps:
- Check the Wi-Fi status light on the back of your gateway. A green light means Wi-Fi is turned on. If there is no light, Wi-Fi is turned off and wireless devices won't be able to connect.
- Confirm you're connecting to the correct Wi-Fi network name.
- Double-check that you're entering the correct Wi-Fi password.
- Restart the device you're trying to connect.
- Restart your gateway and allow a few minutes for it to reconnect.
- If you've recently changed your Wi-Fi name or password, make sure you are trying to connect using your updated Wi-Fi credentials.
If you're still unable to connect, contact Cricket Support.
