My modem is online - but my internet still won't work

If you notice you're not able to get online, one of the things you can do is check the lights on your modem to determine if it's online or offline. If you see the lights indicating power, receive, send, or online are all on and solid, that means the modem is online. To try and restore connectivity, here are some things you can try:

  • Please unplug the power cord from both, your modem and router.
  • Once both are unplugged, plug the modem back in, and wait one (1)  full minute until the lights on your modem indicating power, receive, send, and online are all solid.
  • After all the lights are back on the modem, plug the power cord back into the router. The router will take about one (1) minute to boot back up. After the router has booted, check your internet connection again.
  • If you are still not able to get online, try bypassing the router by plugging your computer directly into the back of the modem. This can be done by locating the ethernet cord that connects the modem and router together, it looks like a thick telephone cable. Unplug one end of this cable from the router, and plug it into your computer instead.


  • Once you've bypassed the router, reboot the modem once more by unplugging it from power for a few seconds, then plugging it back in.
  • If you are able to get online at this point, there may be an issue with your wireless router. If you are still unable to get online, please call our 24/7 technical support line for further assistance at 1-866-928-3123.