My internet service is not working. What should I do?

Internet connexion issues

Before calling the technical support department, please check the following:

  1. Check that all equipment power supplies are properly connected to the source.
  2. Make sure the coaxial cable or DSL wire is securely connected to your modem.
  3. If your service does not work between the first and the 9th day of the month, check the balance of your account in the customer zone. Your access may be suspended if your pre-authorized payment did not go through or if you forgot to make a payment.

Rebooting your equipment

If the problem is not due to a power supply problem or a payment issue, perform a sequential reboot if you are a cable internet subscriber. This reboot often fixes the technical glitches.

  1. Disconnect the power supply from your modem, router and telephone adapter, then wait 10 seconds.
  2. Reconnect the cable modem and wait until the first 4 lights – “Power”, “DS” “US” and “Online” – become stable.
  3. If you do not have a telephone adapter (Grandstream or Mediatrix), go to step 4. Reconnect the power to your Grandstream or Mediatrix and wait 30 seconds. Now test the phone line.
  4. Finally, reconnect the power to the router. The connection should be functional within a few minutes.