My internet stopped working

1.      Check the US, DS, and Online lights. Usually these are the second third and fourth lights, and may also be a down arrow, up arrow, and an @ symbol or globe. If any of these lights are flashing or off, check that the coaxial cable is connected securely at both ends - at the modem and the wall connection. Then contact Internet Atlantic and tell us what the lights are doing. If all three lights are solid, continue to Step 2.

2.      Check another website and device. Try two websites and another phone or computer. If only one device has trouble, restart that device. Make sure it is connected to your home Wi-Fi. Turn mobile data off briefly when testing on a phone.

3.      Check the plugs. Make sure the modem and router have power. Check both ends of every cable. Tighten round cable ends by hand. Ethernet plugs should click into place.

4.      Restart the boxes. Unplug power from the modem and separate router. Wait 60 seconds. Plug the modem back in and wait 10-15 minutes. Then plug in the router and wait a few minutes. If you have one combined box, restart only that box.

5.      Try a cable connection, if you can. Connect a computer to a router LAN port with an Ethernet cable. Turn the computer's Wi-Fi off. If this works, the trouble may be with Wi-Fi.

Image credits (cropped/resized examples): Hitron - manufacturer photos

Still need help? We're here.

Contact Internet Atlantic. Tell us when it stopped working, whether all devices are affected, and which modem lights are on, off, or flashing.

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