If you want to try to resolve the issue before contacting Customer Support, try the following troubleshooting procedures.
Reboot Your Devices
For best results, reboot your devices from the wall out.
- Reboot the modem first.
- Unplug the modem.
- After 30 seconds, plug the modem back in. The lights will begin to flash during the reboot sequence.
- Once the modem is rebooted, move to the next device.
- Next reboot the wireless router (if you have one).
- Unplug the router.
- After 30 seconds, plug the router back in. The lights will begin to flash during the reboot sequence.
- Once the router is rebooted, move to the next device.
- Finally reboot the computer or laptop plugged into the router or modem.
Bypass Your Router
If you have a router between your computer and your modem, try bypassing it.
- If your computer has an Ethernet cable connecting it to the router:
- Disconnect that Ethernet cable at the router.
- Disconnect the Ethernet cable at the modem that connects to your router.
- Plug the free end of the Ethernet cable from your computer directly into your modem.
- Launch your web browser on the computer and see if you can navigate the Internet.
- If this process works, there may be an issue with the router.
- If your computer does not have an Ethernet cable connecting it to the router:
- Find the Ethernet cable connecting the modem to the router.
- Disconnect that cable from the router.
- Plug the free end of the Ethernet cable into the Ethernet port on your computer or laptop.
- Launch your web browser on the computer and see if you can navigate the Internet.
- If this process works, there may be an issue with the router.
If you identify there may be a problem with the router, reconnect the Ethernet cables as before and complete the instructions under the Reboot Your Devices heading above.