1. Run a Speed Test

Start by checking your current speed.

1. Visit your preferred speed-test site.

2. Compare the results to the SparkLink plan you’re subscribed to.
   If your speeds are much lower than expected, continue with the steps below.

   2. Restart Your SparkLink Modem and Router

   Power cycling often resolves temporary issues.

   1. Unplug your modem and router.

   2. Wait 20–30 seconds.

   3. Plug the modem in first and let it fully reconnect.

   4. Then plug in the router.

      3. Optimize Your Wi-Fi Signal

      A weak Wi-Fi signal can mimic slow internet speeds.

      • Place your router in a central, elevated, open area.

      • Keep it away from thick walls, metal objects, or appliances.

      • Ensure cables are seated securely.

      • If your router has antennas, angle them both vertically and diagonally for best coverage.

        4. Reduce Network Congestion

        Multiple devices using the network at once can slow things down.

        • Pause streaming or downloads on unused devices.

        • Disconnect or turn off devices you’re not actively using.

        • For advanced users: adjust QoS settings (if supported) to prioritize important activities like video calls or gaming.

          5. Switch Wi-Fi Bands

          If your SparkLink router offers both 2.4 GHz and 5 GHz networks:

          • Connect to 5 GHz for faster speeds when close to the router.

          • Use 2.4 GHz for wider coverage over longer distances.

            6. Try a Wired Connection

            For the most stable connection:

            • Use an Ethernet cable to connect your computer, console, or TV directly to the router.
              This bypasses Wi-Fi issues entirely.

              7. Contact SparkLink Support

              Still experiencing slow speeds? We’re here to help.
              Our team can:

              • Check for outages

              • Refresh your signal

              • Verify your plan

              • Run line tests

              • Ensure your modem is compatible

              • Sales & Support: +1 (819)968-5547

1. Before You Begin

To get the best results:

• Close any apps or browser tabs using the internet.

• Pause downloads, streaming, or updates on all devices.

• If possible, place your device close to your Wi-Fi router or connect via Ethernet.

  2. Choose a Speed Test Tool

  You can use any trusted tool. Popular options include:

  • Speedtest by Ookla

  • Fast.com

  • Google “speed test” for Google’s built-in tester

  • Your SparkLink customer portal

    3. How to Run the Test

    1. Open your chosen speed test site.

    2. Click Start, Go, or Begin Test.

    3. Wait while the tool measures your connection.

    The test will provide three key results:

    Download Speed

    How fast you receive data.
    Affects: streaming, browsing, downloads.

    Upload Speed

    How fast you send data.
    Affects: video calls, uploading files, online gaming.

    Ping / Latency

    How quickly your device communicates with the server.
    Affects: gaming responsiveness, call quality.

    4. Interpreting Your Results

    Compare your results with your SparkLink plan speeds.

    • If speeds match your plan: Your connection is performing normally.

    • If speeds are slightly lower: This is normal due to Wi-Fi conditions or network activity.

      • If speeds are much lower: Continue to the troubleshooting steps or contact SparkLink Support.

        5. What to Do if Your Speed Is Slow

        If your results seem unusually low, check out the SparkLink Internet Speed Troubleshooting Guide or try:

        • Restarting your modem/router

        • Moving closer to the router

        • Switching to 5 GHz Wi-Fi

        • Disconnecting unused devices

        If the issue continues, we’re here to help.

        6. Contact SparkLink Support

        Our team can check your signal, equipment, and account to find the root cause.

        Sales & Support: +1 (819)968-5547

Start by checking whether there is a service outage in your area. Click the Network Status Map to see if any known outages are affecting you.

If there is no outage in your area, continue with the following steps. Start by checking the lights on your modem — they provide real-time information about your connection.

DSL Modems

Power Light

Indicates whether your modem is powered on.

• This light should be solid, not red.

• A red light may mean the modem is in a failed state.

• If it turns red, try powering the modem off and back on.

DSL Light

Shows the status of your DSL connection.

• This light should be solid.

• If it is flashing or off, check the DSL cable to make sure it’s securely connected and not damaged.

Internet Light

Indicates whether your modem is connected to the internet.

• This light should be solid or flashing.

• If it is off or red, it may indicate an issue with the PPPoE settings in your modem.

Cable Modems

Power Light

Indicates the modem’s power status.

• This light should be solid, not red.

• A red light may indicate a hardware issue.

• If it turns red, try restarting the modem.

DS Light

(Shown as “DS” or sometimes a house icon with a down arrow)

• Indicates the downstream signal status.

• This light should be solid.

• If it’s off or flashing, there may be a downstream signal problem.

US Light

(Shown as “US” or sometimes a house icon with an up arrow)

• Shows the upstream signal status.

• This light should be solid.

• If it’s off or flashing, there may be an issue with the upstream signal.

Online Light

(Sometimes shown as an @ symbol)

• Indicates whether your modem is properly provisioned and online.

• This light should be solid.

• If it’s off or flashing, it may indicate a provisioning issue with your modem.

  Normal modem lights but still no connection? Try these steps:

  1. Power cycle your equipment

  Turn off all your networking devices for 1 minute — this includes your modem, router, ATA, and any switches.
  Power them back on one at a time, then test your connection again.

  2. Try a different power source

  Faulty power bars or wall outlets can cause voltage problems.

  • Plug the modem directly into another outlet.

  • Also check that the power cable is firmly connected.

  3. Inspect your cables

  Look for any visible damage on your modem and router cables.
  If you need to replace an Ethernet cable, use Cat5e or Cat6 for best performance.

  4. Test with a wired connection

  If you normally use Wi-Fi:

  • Connect your device directly to the modem using an Ethernet cable.

  • If you have a separate router, bypass it and plug straight into the modem.

  • Make sure all devices are powered off when disconnecting or reconnecting Ethernet cables.

  5. Still having issues?

  We’re here to help — contact SparkLink Support!

  Sales & Support: +1 (819)968-5547

Check for outages in your area using our Network Status Map. It updates in real time.

Phone

• Sales & Support: +1 (819)968-5547

• Business Services: +1 (819)968-5547

Hours of Operation

• Sales & Service: 24/7

• Technical Support: 24/7

• Business: Mon to Fri – 8am to 11pm*

• Sat-Sun – 8am to 5pm

• *Except Public Holidays

Email Support

• support@sparklink.ca

What You’ll Need

Suggested tools (may vary based on your installation location):

• Drill

• 1/8″ drill bits

• Silicone sealant for sealing the entry hole against moisture

• Hammer for installing mounting clips

• Ladder or step stool

  Outdoor Installation – Optimal Camera Placement

  Do:

  • Utilize structural coverage. Mounting beneath an architectural overhang reduces moisture accumulation on the lens.

  • Position units 10 feet above grade. This ensures optimal field-of-view detail while minimizing tampering risks.

  • Locate the power adapter indoors only. As a non-weatherproof component, it must remain inside the home and within stable WiFi coverage.

    Don’t:

    • Do not connect the power adapter to an exterior outlet, including those inside weatherproof housings. This placement can impede WiFi transmission and increases vulnerability to environmental stress.

    • Avoid orienting the camera toward direct sunlight; solar glare and elevated contrast ratios degrade image quality. Adjust for the sun’s daily and seasonal movement.

    • Do not drill in wet or moisture-exposed conditions.

    • Do not penetrate door or window framing with drill bits.

    • Do not drill into siding during sub-freezing temperatures, as cold-induced brittleness can lead to cracking.

If any step feels uncertain or beyond your comfort level, don’t hesitate to contact SparkLink Pros for expert help.

Sales & Support: +1 (819)968-5547

How does it work?
Integrate compatible security cameras and doorbells with your Spark SecureLink system to enable continuous, 24/7 video recording with optional audio capture.
Access and review up to 7 days of stored footage through the SparkLink App.

Yes. Devices enabled for 24/7 recording stream video continuously to the cloud for processing and storage.
Footage remains accessible for 7 days.
Data consumption is influenced by motion, lighting, and scene activity, typically averaging 100 GB per device per month.

Your Spark SecureLink system supports up to four cameras or doorbells recording continuously, providing round-the-clock security for your home.
Within the SparkLink App, you can view and manage each device, choosing which ones are actively recording at any moment. This makes it simple to adjust your coverage based on activity or priority areas.