Should I factory reset my modem?

A factory reset wipes your modem back to its out-of-the-box settings. It fixes some problems — and makes others worse. Check this before you press that button.

First: a reset is a last resort

Always try a normal reboot first: unplug the power, wait 30 seconds, plug back in, wait 3–5 minutes. Most problems end there, and a reboot doesn't erase anything.

When a factory reset helps

• The modem isn't responding and a normal reboot didn't fix it.
• You're locked out of your WiFi because the name/password were changed and forgotten — a reset restores the defaults printed on the modem's sticker.

When a factory reset will NOT help (don't bother)

• DSL light solid but Internet light off or red: that's a sign-in problem between the modem and our network — it's fixed on our end. Reset all you like; it won't change. Contact support instead.
• Phone light off while internet works: also fixed on our end — contact support.
• A line problem (DSL light that won't stop flashing, cable DS/US lights that never go solid): resets don't repair lines.

NEVER factory reset these models

• Thomson TG784
• SpeedTouch 5x6 series

A reset wipes their configuration and they will not reconfigure themselves — the modem ends up dead in the water until it's reprogrammed. If you have one of these and it's misbehaving, contact support.

Not sure which modem you have? Check the sticker for the make and model before resetting. If in doubt, don't reset — ask us.

What a reset erases

Your custom WiFi name and password (back to the sticker defaults — every device must reconnect), and any custom settings like port forwarding.

How to do it (SmartRG, Kasda, and cable modems)

1. Find the small recessed reset button (back or bottom of the modem).
2. Press it with a paperclip and hold 10–15 seconds, until the lights flash or go out.
3. Wait 3–5 minutes for the modem to fully restart.
4. Reconnect your devices using the WiFi name and password on the modem's sticker (passwords are often the serial number in ALL CAPS).

If the sticker password is rejected after the reset, don't keep resetting — see "My WiFi name changed to 'SmartRG…' and the password doesn't work." Support can push the correct settings to your modem remotely.

Contact us

support@worldline.ca or 1-855-299-0025 (Mon–Sat 9am–6pm Eastern, closed Sunday).

Updated on: 20/08/2026