Troubleshooting when you have no internet connection

On your computer or mobile device, look for this Wi-Fi icon:

• If you don't see the icon, Wi-Fi might be turned off on your device. Turn Wi-Fi on, and then check whether your internet is working. To do this, open a web browser, and then go to nwtel.ca and a few other websites. If you still can't connect, go to the next step.
• If you see the icon but still cannot open any websites or online apps, turn the Wi-Fi off and on again.

On a different device, open a web browser, and then go to nwtel.ca and a few other websites.

• If you can connect to the internet on this device but not on another device, the issue may be with the other device. Go to Step 3: Restart your device.
• If you can't connect to the internet on any of your devices, go to the Step 4: Check the lights on your modem.

Check the lights on the front of your modem to see the status of your connection.

1. Go to our modem lights guide.
2. Find your modem in the list, and then look in the Lights column to learn how the lights on your modem should appear when it’s working correctly.
3. If the lights on your modem are lit differently, go to the next step.

1. Disconnect and reconnect each cable that’s connected to your modem and router (if they’re separate devices). Make sure they’re in the correct port and properly connected. 
2. Check that the power cable is properly plugged in to your modem and router (if they’re separate devices) and to a working electrical outlet.
3. If your computer is connected to your modem through an ethernet cable, disconnect and reconnect the cable. Also, check the ethernet cable for damage.
4. If you have Cable Internet, check the coaxial cable to make sure it’s securely connected and inspect it for damage. If you have Fibre Internet, ensure the ethernet is connected from GE1 on the modem/ONT to the WAN or Internet port on the router or PC/device if not using a router.

Restarting your modem and router can often fix performance and connectivity issues. Your modem may include a built-in router, in which case you'll only need to restart one device. If you have a separate router from a third party, you’ll want to restart both devices.

1. Restart your modem and router (if it’s a separate device).
2. If your internet still isn’t working, go to the next step.

1. Do one of the following, depending on whether your modem and router are one device or separate devices:
   • If your modem and router are one device, connect one end of the ethernet cable to the ethernet port on your computer, and then connect the other end to the ethernet port on the back of the modem.
   • If your modem and router are separate devices, disconnect the ethernet cable from the router, and then connect it to the ethernet port on your computer.
2. Wait at least 30 seconds.
3. On the modem, check for a flashing amber light and a green light where the ethernet cable is connected. See the Modem Lights Guide for more detail on your modem (the picture below is a Hitron modem for cable internet).
   • A green light means that the device senses a cable is connected to that port.
   • A flashing yellow light indicates that data going through it, and that the connection is working.
     
4. Try connecting to the internet again. Open a web browser, and then go to nwtel.ca and a few other websites.
   • If your modem and router are one device, and you can connect to the internet, there may be an issue with your Wi-Fi settings. Check your Wi-Fi settings in the control panel:
     DSL/Fibre
     Cable Internet (not Pulse TV, not Plume)
     Cable Internet with Plume HomePass
     Cable Internet with Pulse TV
   • If your modem and router are separate devices, and you can connect to the internet, there may be an issue with your third-party router. See the documentation for your router or check with the manufacturer for further support.

If your internet still isn’t working after trying these steps, contact us at 1 888 423-2333.