The modem can't connect to your internet provider. This is almost always an outage, a line problem, or the modem itself — not your computers or WiFi. Check for a provider outage, check the cable into the modem, and power-cycle it once. If it doesn't come back, call the provider.
Common causes
Provider outage
Area outages are the most common cause.
Loose or damaged line
The coax, fiber, or phone cable into the modem may be loose, kinked, or damaged.
Modem fault
Modems wear out, overheat, or lose their configuration.
Account or activation issue
A billing problem or a newly swapped modem that isn't activated stops the connection.
How to fix it, step by step
- 1
Check for an outage
Use your provider's app or outage page on a phone's mobile data.
- 2
Check the line into the modem
Make sure the coax is finger-tight, or the fiber or DSL cable is firmly seated and undamaged.
- 3
Power-cycle the modem
Unplug it for 30 seconds and wait several minutes for it to reconnect. Avoid pressing the reset button.
- 4
Check the modem status page
Many modems show signal levels and error logs that the provider can use.
- 5
Call the provider
Ask them to check the line and the modem's signal remotely, and request a technician if needed.
When to call a technician
For offices that can't afford to be offline, we set up a backup internet connection that takes over automatically when the main line is down, and we can work with your provider on recurring line problems.
On-site support across Orange County · see our business networking and WiFi installation services.
Frequently asked questions
Should I press the reset button on the modem?
No. Reset erases settings and can make recovery harder. Unplug and plug it back in instead.
What does a blinking online light mean?
Usually that the modem is trying to connect to the provider but can't finish. It points to an outage or a line problem.
Is it my router if the modem light is off?
No. The modem's online light reflects the provider connection. The router doesn't affect it.