If you are asked to reset your modem and you have a separate router, follow the steps below:

  1. Unplug your router from your modem.
  2. Unplug your modem and router from the power outlet and the modem from the cable.
  3. Let them both set for approximately 5 minutes.
  4. Plug your modem back into the power cord and the cable from the wall and let it come back up completely.
  5. Plug your router into your modem.
  6. You should now be able to get online. If you had a laptop, smart tv, cellphone, or tablet open at the time you reset, please restart those devices as well, otherwise they may not recognize the internet.
  7. If you have a combination modem/router in one:
  8. Unplug the power cord.
  9. Undo the cable from the wall to the back of the device
  10. Let the device set for approximately 5 minutes.
  11. Plug the power cord back in.
  12. Attach the cable from the wall back to the device.
  13. Allow all lights to come back on.
  14. You should now be able to get online. If you are unable to, refer to the section below.

The first thing to check is that your device does not have airplane mode on. If not, proceed to the following steps:

  1. If you have a modem and a separate router, detach the Ethernet cord that runs from the router to the modem.
  2. Take the Ethernet cord and plug into the back of the modem and hook directly to laptop or computer.
  3. If you are able to search or get online, your router needs replaced.
  4. If you are unable to search or get online, your modem needs replaced.
  5. If you have a combination modem/router in one, try running an Ethernet cord from one of the ports on the back of the device to your computer or laptop. If you can connect to the internet, the router has gone bad in the device. If you can’t, then the modem or the device has gone bad.