Troubleshoot your Modem

Having trouble with your connection at home? We'll walk you through the process of troubleshooting your modem to resolve your issue.

If you are experiencing issues connecting to the Internet through a wired or WiFi connection, here are several troubleshooting steps to help fix the issue. Please note that if a modem or gateway is making a loud sound, producing smoke or appears misshapen from heat, unplug the device from the electrical outlet and contact technical support immediately.

Check the Power Source

If there are no lights lit up on your modem or gateway, make sure that you have power in the connected electrical outlet. Also, be sure that the outlet itself is not controlled by a light switch in the off position.

Reboot or Reset the Modem or Gateway

Rebooting your modem or gateway is a simple process that addresses most connectivity issues and can be completed in minutes. If the lights on the modem or gateway are functioning properly, try restarting it manually by following these steps:

  1. Unplug the power cord from the electrical power outlet.
  2. Wait one full minute.
  3. Plug the power cord back into the modem or gateway and it should automatically come back online.

If you have successfully rebooted your modem or gateway and you still cannot connect to the Internet, sign in to your account using the form provided here if you want to send a reset signal to your modem.