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ResidentialCustomer SupportInternet Support

How to fix Internet connection issues

Why am I unable to connect to the internet? If you suddenly cannot connect to the internet, any of several factors can be at play, including an offline modem, hardware failure or issues with your device.

Check for service outages

Unfortunately, network issues can happen from time to time. 

  1. Visit our Outages page to check if there is a service outage in your area.
  2. If there is an outage in your area, it is temporary, and your services will be restored as soon as possible.

If there are no outages reported in your area and you are experiencing Internet connection issues, please use the following troubleshooting solutions.

Check your phone, computer or other devices

Connectivity problems can be caused by an issue with your device. If one of your devices can connect to the Internet, but another does not, it could be an indication of this. 

  1. Try connecting to the Internet on a different device to see if the issue is with your Internet or with your device.
  2. Try to restart your device and make sure you can connect to your Wi-Fi network.
  3.  If you are using an Ethernet cable to connect your device to the modem, connect an alternate Ethernet cable from one of the available Ethernet ports on your modem to the Ethernet port on your device. Double check that your device is set to use its Ethernet connection and not Wi-Fi.

Restart your modem

  1. Disconnect the power cord from the back of your modem.
  2. Wait 20 seconds and reconnect the power cord.
  3. Wait for the online (@) light to be steady (this may take a few minutes).
  4. Restart your device, reconnect to your Wi-Fi network and test your Internet connection.

Check connections 

  1. Unscrew the coaxial cable from the back of your modem and verify that it is in good condition. It should not have any kinks, cuts, or punctures.
  2. Verify that the end of the coaxial cable that plugs into the modem is not bent or otherwise damaged.
  3. Follow the coaxial cable back to the coaxial port and identify any damage to the cable or devices, such as coax splitters it might pass through.
  4. Screw the coaxial cable back onto your modem and wait for it to come back online.
  5. If you are using an Ethernet cable to connect your device to the modem, check the Ethernet cable for damage such as kinks, cuts, or punctures. Also check the ends for any visible signs of damage.
  6. If you have an alternate Ethernet cable available, try using that to connect your device to the modem.

Factory-reset your modem (wired Internet only)

Factory-resetting will restore your modem to its default settings and may solve your connectivity issues. Please note that if you have customized your Wi-Fi network name and password, these will also be reset. Your default network name (SSID) and password (passphrase or key) are printed on a sticker on the back of your modem.

If you have a Hitron modem and subscribe to fixed-wireless Rural Internet services, your modem must not be factory-reset. If you are unsure of your modem model, check for a red warning sticker covering the pinhole reset button. Only follow the instructions below if you subscribe to wired Internet services. 

  1. Locate the pinhole reset button located on the back of your modem.
  2. Push and hold the reset button down for 30 seconds (you can use a paperclip or pen for this step).
  3. Wait for the modem to restart and the online (@) light to be steady (this may take a few minutes).
  4. Restart your device and test your Internet connection.

Contact Customer Care

Looking for more information? Phone or email our Customer Care team so we can answer your questions and help solve any issues you are having.

   Regina: 306-569-2225

   Toll-free: 1-866-363-2225