Support

My Internet is not working

If you are unable to access the internet at all, please try the following:

Try another device:  Occasionally the problem will be a manifestation of device specific issues.  Try loading a website or service on another device to test for this.  If you find it is working fine on a different device, in similar conditions, try restarting your device and ensuring it is up to date.

Reboot the modem/router: Modems and routers, like home computers and other electronic devices, can sometimes require rebooting to resolve performance degradation issues.  To reboot your equipment, take the following action:

• Unplug the power cord from the modem, or use the power button on the back of the device.  If using a separate wireless router, unplug the power from this as well.

• Wait 10 seconds, then plug the power back in to the modem.  If you are using a separate wireless router, please wait until the DSL light on the modem is solid before powering the router back up.

Verify Cabling: If you are a DSL customer, please verify that the modem has a DSL cord/phone line connected to the DSL port on the back of the modem.  Likewise, if you are a Fiber Optic customer please verify that there is an Ethernet cord connected to the ETH WAN or GB/ETH port on the back of the router.

Once you have completed the previous steps, inspect the modems/routers lights.  Ensure that the Wireless lights are active, as this indicates whether or not the wireless network is being broadcast by the router.  If the light is not on, trying pressing the “Wifi On/Off” button on the front of the modem.

If you have completed these steps and are still not able to access the internet, please call our technical support line as soon as possible for further assistance.