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When to Contact Your Internet Service Provider (ISP) for myQ Network Issues
Some myQ connection issues are caused by Wi‑Fi or router settings that prevent the device from communicating with the myQ servers.
If you have already completed the recommended troubleshooting steps and your myQ device still will not connect, your Internet Service Provider (ISP) may be able to help verify your router and network settings.
Before contacting your ISP, see myQ Wi-Fi Network Requirements and Router Settings.
What Is an Internet Service Provider (ISP)?
An Internet Service Provider (ISP) is the company that provides internet service to your home or business.
Common internet providers include:
- Xfinity / Comcast
- Frontier
- Cox
- Spectrum
- Century Link/ Quantum Fiber
- StarLink
- Verizon
- AT&T
- T‑Mobile
How to Find Your ISP
If you are unsure who provides your internet service:
- Connect to your home Wi‑Fi network.
- Open a web browser.
- Type http://www.whoismyisp.org/.
When Should I Contact My ISP?
Contact your ISP if:
- Your myQ device connects to Wi‑Fi but remains offline.
- You recently changed internet providers or replaced your router.
- You are unable to access or change router settings.
- Your ISP manages your router configuration.
- A required network setting may be disabled.
- Firewall or security settings may be blocking communication.
Some internet providers restrict access to advanced router settings or configure them remotely. In these situations, your ISP may need to make the changes for you.
If your myQ device LED is flashing blue and green or flashing green. These are indications that your Wi-Fi router settings need to be adjusted to have a successful connection and get your LED to a solid green.
- Flashing blue & green: Indicating the device is attempting to connect to the router.
- Flashing Green: Indicating the hub was unable to communicate with the myQ server.
What Information Should I Provide to My ISP?
Ask your ISP to verify the following settings:
2.4 GHz Wi‑Fi is Enabled
Most myQ garage devices require a 2.4 GHz Wi‑Fi network.
Ask your ISP to verify:
- 2.4 GHz Wi‑Fi is enabled
- The network is visible (SSID Broadcast enabled)
Wireless Security Settings
Ask your ISP to verify:
- WPA2 Personal or WPA3 Personal security is enabled
- Enterprise security modes are not enabled
- Mixed security modes are not causing compatibility issues
DHCP is Enabled
DHCP allows the router to automatically assign an IP address to your myQ device.
Ask your ISP to verify DHCP is enabled.
Port 8883 is Not Blocked
myQ devices use TCP Port 8883 to communicate with myQ servers.
Ask your ISP to verify:
- TCP Port 8883 is not blocked
- Firewall settings are not preventing communication
Encryption Settings
If your ISP provides advanced router support, ask them to verify:
- AES encryption is enabled
- TKIP encryption is not required
Wi‑Fi Channel Settings
Ask your ISP to verify your Wi‑Fi channel settings.
Recommended:
- Leave the channel setting on Auto
If connection issues continue:
- Try Channel 1
- Try Channel 6
- Try Channel 11
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