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.
Troubleshooting connectivity issues
Having connection problems? Here’s how to resolve them:
• Test your speeds: Visit speedtest.net and perform a speed test. Ensure you’re close to the modem and use its 5G network.
• Check for planned outages: Visit myaccess.ca/outages to find out the latest maintenance information in your area.
• Test an alternate device: Connect a different device to check for device-specific issues.
• Check modem connections: Visually inspect the cables connected to your modem and ensure there is no visible damage to them.
• Restart your modem: Unplug the power cable, leaving all other connections in place, wait 30 seconds, plug back in, and test.
• Factory reset: If restarting your modem does not solve your connection issues, try to reset the modem to its factory settings. To do this, locate the small pinhole reset button on your modem, use a pin to press the reset button for 30 seconds.
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.
