My internet stopped working — a step-by-step checklist
Work through these steps in order — most connections come back by step 3.
Step 1 — Reboot the modem
- Unplug the modem's power cable.
- Wait 30 seconds.
- Plug it back in and wait 3–5 minutes for a full restart.
Step 2 — Check the cables
- Cable internet: make sure the coaxial cable is finger-tight at the wall and at the modem. If there's a splitter between the wall and the modem, try connecting the modem directly to the wall outlet.
- DSL internet: make sure the phone cord from the wall jack is firmly in the modem's DSL port. If any telephones share the line, each needs a DSL filter.
Step 3 — Read the lights
Cable modems (Hitron, Technicolor):
What you see | What it means | What to do |
|---|---|---|
All lights solid | Connection is up | Problem is WiFi or a device — try a wired connection; see "Fix Slow Speeds & Spotty Wi-Fi" |
DS/US lights flashing 5+ min | Modem can't lock onto the signal | Re-check the coax, then contact support |
DS flashing, US and Online off | No signal reaching the modem | Contact support — likely a line issue |
No lights at all | Power problem | Try another outlet; if still dead, contact support — the modem may need replacing |
DSL modems (SmartRG, Kasda):
What you see | What it means | What to do |
|---|---|---|
DSL solid, Internet solid | Connection is up | Problem is WiFi or a device |
DSL flashing 5+ min | Line won't sync | Re-check the phone cord, then contact support |
DSL solid, Internet off or red | Line is fine, but the modem can't sign in to the network | Reboot once; if unchanged, contact support — this is fixed on our end, and a factory reset will NOT help |
No lights at all | Power problem | Try another outlet; if still dead, contact support |
Step 4 — Rule out a suspension
If a bill was missed, service may be suspended. Check your balance at https://my.worldline.ca. After paying, reboot the modem — restoration can take up to an hour.
Step 5 — Contact us
If you've done the above and you're still offline, contact support and tell us which lights you see — it's the single most useful piece of information:
- support@worldline.ca
- 1-855-299-0025 (Mon–Sat 9am–6pm Eastern, closed Sunday)
If this is a repeat of a recent problem, say so — recurring issues get escalated rather than re-troubleshooted.
Updated on: 20/08/2026
Thank you!