Support & FAQ Internet

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When you encounter a problem with your Internet connection, you should try to determine whether the problem is with your equipment (PC, laptop, iPad, wireless router, etc.) or your ISP (Internet Service Provider). The best way to solve problems is by using the process of elimination.

The next steps will help you determine where the problem lies. Click the link for more details.



Power off the modem (and other equipment if any: Wireless router, switch, etc.)
  ⚬   Wait 20 seconds.
  ⚬   Power on the modem and wait until the Internet light is flashing green.
  ⚬   Power on other equipment, if any.

On your computer or device, open a known website like amazon.ca or msn.ca preferably one that you haven't tried before.

Check the cables.

If you are connected wirelessly, try connecting with a wire.

Check the lights on the modem.

If it's just one web site.

I still don't have Internet access

 




Step One: Power off the modem

If you can't get online at all from any computer or device. Rebooting the modem and the router will solve 90% of your home internet connectivity problems.

In a typical home network, there are three main components:
  ⚬   The computer(s) or other personnel device(s) (IPad, Smart Phone, Smart TV, etc.)
  ⚬   The DSL modem
  ⚬   The Wireless Router

CTS installed one of the two following modems:


The white modem is a combination of both the wired and wireless connection.

The dark gray modem supports only a wired connection. If you have a dark gray modem and are connected wirelessly, you have a second box (that you own) for your wireless access, called a router.

These device should always be checked first.

Power off the modem first by pulling out the black power cord, wait 20 seconds and plug it back in. Wait for the Internet light to flash green. If you have a separate Wireless router, follow the same steps to reboot it. Try to connect to the internet on your computer/device.

If all the lights are on but you still can't get a response or able to load a web page, proceed to Step two.

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Step Two: Open a known website

Try opening a different websites, one that is most likely working: amazon.ca or msn.ca. Preferably a site that you haven't visited yet, this way it won't open from the local cache.

For advanced users, you can ping www.google.com from a command prompt.

If you have got more than one computer or device on your network, try the same process on each one to ensure the problem isn't specific to a single computer.

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Step Three: Check the cables

Below is a photo of the back of the modem where all cables are connected. Ensure the thin gray telephone cord is connected to the A/VDSL port for the white modem or the LINE port for the dark gray modem.





If you have a computer wired to the modem, it should be connected to the ETH 1 port for the white modem or the LAN 1X port for the dark gray modem, a second computer to the ETH 2 (LAN 2X) port and so on. At the front of the modem, the associated light with the ETH port should flash green to indicate connectivity.



Push slightly on every cable to ensure they are well connected and do the same with the other end of the cable.

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Step Four: Try connecting with a wire

If you are connected wirelessly, try connecting with a wire. Take an Ethernet cable (It's normally a blue or yellow thicker cable) and connect your computer directly to the modem in the ETH 1, 2, 3 or 4 port.

If you can access the Internet while you're connected directly to your modem, but not when you are connected wirelessly, the problem likely lies somewhere with the wireless router or your wireless device. If you are using our white wireless modem, call us for support.

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Step Five: Check the lights

The lights on the modem can help to indicate where the problem is located.

⚬   The power light: Needs to be solid green.

If there is no light:

⚬   Check the power cord.
⚬   Check the power bar if any, make sure it's on.
⚬   Connect something, like a lamp, in the same outlet to test the outlet.

⚬   The A/VDSL: Needs to be solid green.

This light indicates that you are connected with our office. A flashing light indicates that the modem is trying to connect. When powered on, it takes a few minutes for the modem to connect.

If the A/VDSL light is off or flashing it could mean that the modem is having trouble to connecting to our office.

⚬   Check if the telephone cord is damage. Make sure it is connected at both ends.
⚬   Verify that the telephone cord is plugged into the port labeled A/VDSL.
⚬   Make sure the telephone cord is connected to the same telephone outlet and has not been moved. If it was moved, bring it back.
⚬   DO NOT press the small pinhole button, otherwise the modem will lose all its configuration.

⚬   The Internet light: Should be flashing green

The Internet light indicates that there is communication on the Internet. When the Internet is not in use, the light turns red to indicate a dormant state. Starting up your computer/device will instantly change this light to green.

⚬   The Wireless light: Should be flashing green

The Wireless light indicates that there is communication over the Wireless network.

⚬   The ETH 1, 2, 3 and 4

These light are associated with the four ports on the back of the modem also labelled ETH 1, 2, 3 and 4. The light flashes to indicate communication on that port. For example, if you have a computer that is wired to the modem and is connected to the ETH 1, then the light will flash indicating communication on that port.

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Step Six: If it's just one web site.

If you can't get to a specific web site from any computer or device.

If it's just one web site that you can't reach, the problem most likely isn't you, the web site might be down. To check if the web site you are trying to open is down for everyone or just you, visite www.downforeveryoneorjustme.com and type in the web sites address you are trying to access in the box and hit enter. This will tell you if the web site is indeed unavailable to anyone, or just you.

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Call us: I still don't have Internet access

If you are still experiancing Internet problem, call our office for assisstance Tel: 705-272-4232.

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