Why can't I connect to the internet?

Power cable

Check that the power cable for the fiber modem is plugged into a wall outlet and that the indicator lights on the modem are on.

Note: If the modem will not power on, or if it repeatedly turns on and off, please contact us.

Wireless router

This applies only if you are using your own wireless router. Check that the router is connected to the fiber modem, and that your PC/mobile device is connected to the router.

Note: If all the lights on the router are constantly lit or blinking, the router may not be functioning correctly.

Network cable

If you are using network cables, check that they are not damaged - for example, bent sharply or pinched in a door or window.

Note: If you have made your own network cable (self‑terminated cable), we recommend testing with the cable that came with your equipment.

Restart

Unplug the power cable to the wireless router and wait about 10 seconds before plugging it back in. Sometimes the router may have frozen, and a restart can resolve the issue.
Unplug the power cable to the fiber modem and wait about 10 seconds before plugging it back in. As with the router, restarting the fiber modem may resolve minor issues.

IP address

If, for example, you have a wireless router connected to the fiber modem, then disconnect the wireless router from the fiber modem and connect a PC directly to the fiber modem. You must then wait about 10 minutes before the PC is assigned an IP address.

Only the computer