Basic verification: I can’t connect to the Internet. What should I be verifying?

• Make sure that everything is connected properly: the RJ-45 network wire, the router’s electrical power cable and the cable router.
• Make sure that the “Online” light on the cable modem is lit and stable. If not, reset the modem by pressing gently on the  “Reset” button at the back of the device with a pointed object. If the “online” light is not lit and stable, contact Videotron technical support.

• Check if the connectivity works on another computer connected to the router

 If it doesn’t work on any of the computers, or only on those connected by a wireless network, perform an electrical resetting of the router by unplugging it for a few seconds.

• If the problem persists and is only affecting devices with wireless connections, check your router's wireless configuration and your computer's wireless conection to your router.
• If the problem persists and is still affecting all computers, connect a computer directly into the cable modem and reset the cable modem. Wait approximately two minutes and try again.

If the problem still persists, contact Videotron technical support; they will perform further verifications.

If the problem still persists, contact Videotron technical support; If the connection fails only when the router is connected, a faulty configuration may be the cause. Check the router configuration.

As a last resort, you can try restoring factory settings and performing a complete reconfiguration. It is also possible that the router is defective.

For help, please contact Videotron technical support.