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

Internet Connection Issues

Before calling the technical support department, check through your customer zone that your account is up to date and that there are no outstanding payments. Otherwise, perform the following checks.

For the 100% Fibre Internet Service (FTTH)

Step 1

Check the Nokia ONT modem.

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The “POWER” light must be on, and green.

• If it’s off, check the power supply and ensure the power button is set to “ON.”
• If it’s red, restart the ONT. If the light remains red, the ONT is defective.

The “PON” light must be on.

• If it’s off, restart the ONT.
• Also, check that the fibre optic cable is properly connected. Be careful, as this cable is fragile.

The “DATA” light must be on and blinking.

• If it’s off, verify that the network cable is securely connected to your router in the “WAN” port and that the router is powered on.
• You may try changing the network cable in case it is defective.

The “ALARM” light must be off.

• If it’s red, restart the ONT. If the light remains red, it may indicate a failure.

WARNING: Never use the “Reset” button on the ONT.

 

Step 2

Check your router.

1. Verify the power supply and ensure the router is turned on (“ON” position).
2. Restart your router.
3. Check the network cable between the ONT (ETHERNET port) and the router (WAN port).

If you are using one of our Nokia routers, it is functional when:

• Nokia B2 : the light is blue.
• Nokia B3.1: the light is blue/green.
• Nokia B6: the light is blue.
• Nokia G6: the Internet light is on (green)

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For the DSL Service (FTTN)

1. Verify that all equipment power cables are properly plugged into the source.
2. Ensure all equipment is turned on (power button in “ON” position).
3. Verify that the DSL cable (also called telephone cable or RJ-11) is properly connected to your modem. This cable should be connected to the telephone jack installed by the technician during the initial visit.
4.  Restart the equipment.

 

If you are using our Smart RG 516 AC modem-router, the “DSL” light will remain green when the service is working.

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For the Cable Service

Step 1

Check the power supply.

1. Check that the power supply of the cable modem is securely connected to the source.
2. Ensure the “Power” light is on.

Step 2

Check cable modem lights.

The “ONLINE” light (may also be a globe icon or @ symbol) must be stable and not blinking.

1. If it is blinking, restart the cable modem.
2. If it continues to blink, verify that the coaxial cable is securely screwed into the modem.
3. Check the other end of the coaxial cable is securely screwed into the wall outlet.
4. Inspect the coaxial cable for damage and replace it if necessary.

The “LINK” light (may also be a computer icon) must be on (blinking).

1. If it is completely off, check that the network cable is securely connected to your router in the “WAN” port and that the router is powered on.
2. You may try changing the network cable in case it is defective.

The “DS” and “US” lights (may be represented by arrows) must be on (blinking).

Step 3

• Check your router.
• Verify the power supply and ensure the router is turned on (“ON” position).
• Restart your router
• Check the network cable between the cable modem and the router (WAN port).

Lastly, perform a sequential restart:

1. Unplug the cable modem and your router.
2. Plug the cable modem back in first and wait for the “ONLINE” light to stabilize.
3. Then reconnect your router.

If you are using one of our Smart RG SR-905 or SR-400 routers, it is functional when the Internet light is on and stable.

If you are using one of our Nokia routers, it is functional when:

• Nokia B2 : the light is blue.
• Nokia B3.1: the light is blue/green.
• Nokia B6: the light is blue.
• Nokia G6: the Internet light is on (green)

Note: Restarting the cable modem is required whenever new equipment is connected to it.