> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.worldline.ca/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# How do I check if there's an outage in my area?

If your internet suddenly stops, it could be an outage in your area — or something local to your home. Here's how to tell the difference and get an answer fast.

## Quick checks first (2 minutes)

1. **Reboot the modem:** unplug its power, wait 30 seconds, plug it back in, and give it 3–5 minutes to fully restart.
2. **Look at the lights** after the reboot:
   - **Cable modem:** if the DS/US (downstream/upstream) or Online lights are off or won't stop flashing after 5 minutes, the modem isn't receiving signal — that points to a line or area problem.
   - **DSL modem:** if the DSL light keeps flashing for more than 5 minutes or is red, the line isn't syncing — also a line or area problem.
   - **All lights normal but no internet on your devices?** The connection is probably fine — it's likely a WiFi or device issue instead. See "Fix Slow Speeds & Spotty Wi-Fi."
3. **Check more than one device.** If your phone (on WiFi) has no internet but a wired computer does, it's WiFi, not an outage.

## Check the status page

Our status page at https://status.worldline.ca/en/ automatically monitors Worldline systems (email, webmail, and more) and shows any known problems — if something is flagged there, the problem is on our side, not yours.

## Ask us — we can see your area

Contact support and we'll check for known outages at your address:

- Chat with us on worldline.ca
- Email **support@worldline.ca**
- Call **1-855-299-0025** (Mon–Sat 9am–6pm Eastern, closed Sunday — Eastern time applies across Canada)

Have your postal code ready — it's the fastest way for us to check your area.

## While you wait during a confirmed outage

- Leave the modem plugged in — service usually restores on its own, though a reboot after restoration can help.
- Remember that **home phone and TV also ride on your internet**, so they'll return when the internet does. VoIP 911 does not work during an outage — use a cell phone for emergencies.
- If your service has been out for an extended period and there's no confirmed outage, contact us again and say how long it's been down — long-running problems get escalated.

## One more thing to rule out

If your internet was cut off shortly after a missed payment, the service may be suspended rather than out. Check your balance at https://my.worldline.ca. After a payment, reboot the modem — restoration can take up to an hour.