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How can I troubleshoot a broken internet connection?

If your internet connection is not working, you can try the steps below.

First, locate your modem and check the lights on it.  You want to see lights indicating powerreceivesend, and online illuminated and solid.

If any of the lights listed above are off or flashing, that means the modem is offline.

If those four lights are on, that means the modem is online.

Common Modems and their lights:

If your modem is offline, here are some steps you can try to get it back online:

  • Please unplug the power cord from your cable modem. You should see all the lights disappear.
  • While the power cord is unplugged check the COAX cable that leads from your cable outlet on your wall, to the back of your modem - it is a thick round cable with metal ends. This is the cable that brings the signal to the modem. This cable needs to be tight on the back of the modem, and on the wall outlet or splitter.
  • Once you've made sure the COAX cable is twisted on tight and secure, please plug the modem back in, and watch the lights. It may take about a minute for the lights to come back on and stabilize.

If any of the lights indicating power, receive, send, and online are off or flashing, this means the modem is still offline, please call our 24/7 technical support line for further assistance at 1-866-928-3123.

If your modem is online but your internet connection is still not working, 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.