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My internet stopped working

My internet stopped working

First, please ensure your modem is connected properly. See our reference guides below:

If you have DSL Internet (modem connected to phone jack) - Click here

If you have Cable internet (modem connected to cable outlet) - Click here

If your modem is connected to a Vilo - Click here

Once you have verified that your modem is connected properly, please continue to the next step:

The light pattern on your modem is super important and will tell us what kind of issue you are having.

We have many different kinds of modems in the field and some of the modems have different light names or symbols.

Have a look at your modem and you should be able to find one of the following lights:

DS, US/DS, DSL, or an arrow light.
While these lights might be labelled differently depending on the modem, they all refer to the same thing. This is the signal light on your modem. This light needs to be on and solid. If this light is flashing for more than 2 minutes, or off, this usually means that there is a problem outside and we need to send a tech. In this case, please give us a call or send an email to

If this light is on and solid, that means you should be getting a signal to your modem.

Online, Internet, @ symbol
Your modem should have one of these lights. Make sure this light is on. If this light is on, your modem should be receiving signal

If you still do not have connectivity and made it this far, please unplug all of your equipment from power for 1 minute and then plug it back in. Sometimes the equipment just needs to be reset in order to regain connectivity.

If you still do not have connectivity after a reboot and all of the above mentioned lights are on, this could mean there is an issue with your WIFI settings. Your WIFI user/psw can be found on the label on your equipment. If you cannot connect using the user/psw from the bottom of your equipment, try a factory reset. A factory reset is when you hold a toothpick in the reset hole at the back of the equipment for 10 full seconds. Your modem will reboot and be put back to factory settings.

If you are still having trouble after following all of the above mentioned steps, reach out to us via phone or email.

Speak to a live representative at 1-855-299-0025

Email us at

Updated on: 26/03/2024

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