Internet & Wi-Fi Help
Before contacting Horizon Support, follow the self-support steps below. These checks can resolve many common internet and Wi-Fi issues and help us troubleshoot faster if you still need help.
What are you having trouble with?
Choose the issue that best matches what you're seeing. Many common connection problems can be narrowed down with a few simple checks.
No Internet
Nothing is connecting.
Slow Speeds
Your connection works, but feels slow.
Wi-Fi Problems
Weak signal, dead spots, or one device having trouble.
airCube Help
Troubleshoot your Horizon Wi-Fi router.
Reconnect Equipment
See where the indoor cables should connect.
Identify Equipment
Learn what the different Horizon devices do.
No Internet Connection
If none of your devices can reach the internet, start by checking the equipment providing your Horizon connection.
Try more than one device
Check that your equipment has power
Check the visible cables
Reboot your equipment
Still offline? Contact Horizon
Slow Internet or Buffering
Slow performance does not always mean the Horizon connection itself is slow. Wi-Fi conditions, device limitations, and background usage can all affect what you experience.
Try another device
If one device is slow but others work normally, the issue may be with that device rather than your internet connection.
Move closer to the airCube
Walls, floors, appliances, and distance can reduce Wi-Fi performance even when your Horizon connection is working normally.
Use Ethernet when possible
A wired test removes most Wi-Fi variables and gives a better picture of the connection reaching your location.
Run a proper speed test
Pause large downloads, cloud backups, streaming, and other heavy internet use before testing whenever possible.
Wi-Fi Help
Every Horizon internet customer has a Horizon airCube-AC. The airCube provides the Wi-Fi network used by your phones, TVs, computers, tablets, and other wireless devices.
Keep the airCube in the open
Avoid placing it inside cabinets, behind large electronics, on the floor, or surrounded by metal objects.
Distance matters
Wi-Fi becomes weaker as you move farther from the airCube and as the signal passes through walls, floors, and other obstacles.
Test near the airCube
If performance improves significantly nearby, you're likely dealing with Wi-Fi coverage rather than a problem with the Horizon connection itself.
Use this diagram to identify the connections on the back of your Horizon airCube.
Horizon airCube-AC
The Ubiquiti airCube-AC is Horizon's standard Wi-Fi router and is part of every Horizon internet connection. It creates your Horizon Wi-Fi network and connects your devices to the Horizon network.
If you prefer to use your own router or Wi-Fi system, it still connects through the Horizon airCube.
If your airCube does not appear to be working
Check the power connection
Check the WAN cable
Power-cycle the airCube
Check another device
Identify Your Horizon Equipment
Every customer has a Horizon airCube, but the equipment feeding the airCube depends on how Horizon service reaches your location.
Your outdoor Horizon receiver may look different depending on your service area and installation.
Outdoor Horizon Receiver
Fixed-wireless customers have an outdoor receiver installed and aligned by Horizon. It connects your location to Horizon's wireless network.
Depending on your installation, the receiver may be an airMAX LiteBeam 5AC, airMAX PowerBeam 5AC, Wave Long-Range, Wave Pico, or Wave Nano.
Do not move, aim, disconnect, reset, or modify the outdoor receiver unless Horizon Support specifically instructs you to do so.
PoE Power Adapter
Your outdoor Horizon receiver receives power from an indoor PoE power adapter. The adapter also carries the network connection between the outdoor receiver and your airCube.
The black cable coming from the outdoor receiver connects to the PoE side of this adapter. A separate Ethernet cable connects the adapter's network or LAN side to the blue WAN port on the Horizon airCube.
On newer standardized Horizon installations, the cable between the PoE adapter and the airCube WAN port is blue.
ScreenBeam MoCA Adapter
Customers in Horizon-served multi-dwelling unit (MDU) properties use a ScreenBeam MoCA adapter. It uses the property's coaxial wiring to provide the network connection feeding your Horizon airCube.
The ScreenBeam connects by Ethernet to the blue WAN port on the airCube. The airCube then provides Wi-Fi and Ethernet connectivity for your devices.
Did Something Get Unplugged or Moved?
If indoor equipment was unplugged during cleaning, moving furniture, a power outage, or another interruption, use the connection guide that matches your Horizon service.
Fixed Wireless
Outdoor cable to PoE adapter
PoE adapter to airCube
Connect power
Allow time to reconnect
MDU Service
Check the coax connection
ScreenBeam to airCube
Connect power
Allow time to reconnect
Resetting or altering Horizon-managed equipment can remove required configuration and may require an on-site service visit to restore service. Applicable service charges may apply.
Safely Reboot Your Equipment
A normal power-cycle can resolve temporary connection problems. Rebooting means disconnecting power and reconnecting it — not pressing a Reset button.
Disconnect power
Wait about 30 seconds
Restore the Horizon connection first
Restore the airCube
Test more than one device
Get a Better Speed Test Result
For the most useful result, test from a wired device whenever possible. If you test over Wi-Fi, stay close to your airCube and temporarily pause other heavy internet activity.
Open Speed TestStill having trouble?
If your connection is still not working after these checks, contact Horizon Support. Let us know what you're experiencing, whether multiple devices are affected, and what troubleshooting you've already tried.