Internet issues are often caused by power, wiring, activation, or Wi-Fi setup, so it helps to rule those out in a simple order.
Before You Start
- Check whether the problem affects every device or only one phone, laptop, or TV.
- If this is a brand-new self-install, keep your modem connected while you work through the checks.
- Stay safe and skip opening wall plates, outside boxes, or electrical panels. Reach out if wiring looks damaged or unsafe.
Steps
- Confirm the modem has power and that the coax cable is finger-tight at both ends.
- Restart the modem once, then wait several minutes for the main lights to settle before testing again.
- Test more than one device if you can. This helps separate a service issue from a single-device or Wi-Fi issue.
- If this is a new self-install, leave the modem connected for about 15 minutes and text Plugged In to 833-331-1163 only if your setup instructions tell you to.
- If the modem still won't come online, try another coax outlet if one is available, then reach out with what you already tried.
Frequently asked questions
What if my self-install modem never comes online?
If the modem stays offline after the basic checks and activation step, we may need to review the order or arrange more help.
Should I keep trying random resets over and over?
One clean restart is useful. After that, the next best step is checking activation, wiring, or line status.
When should I reach out?
If things still aren't behaving, reach out and we'll help from there.