When you first suspect a problem, don't wait for tw telecom to call if you see a problem with your network. Unless there are problems with our network connectivity or equipment, your Technical Service Representative will instruct you to go through this process. These steps have often brought customers connectivity back up by themselves:

1. Power cycle (reboot) your router and CSU/DSU.

2. Check that your cables are tightly connected to the router and CSU/CDU and check that the proper cables are in place for the corresponding link between devices.

3. Try to ping your router from inside your network. If you cannot ping your router, the problem may be on your LAN or your router.