This section outlines basic steps for troubleshooting when you cannot connect to the Internet. Please refer to the charts in Know Your Modem to identify the function of each of your modem lights.

Note: Northwestel does not support customer owned routers. If your Internet works when your computer is directly plugged into the modem, the issue is most likely related to your router. You should refer to your router vendor documentation when troubleshooting router-based issues.

STEP 1 Check that your modem is connected

• Make sure the power adapter is securely connected to both the modem and the electrical wall outlet. Ensure that the outlet is live and not switch-controlled.
• Make sure that the lights on the front of the modem are lit according to the chart in Section 1. For 5100 series modem users ONLY: If the Power light is off and the Standby light is on press the Standby button to reconnect to the Internet. The Standby button is located on the top of your modem.

For 6121 Modem Users:

Icon	Status	If, during startup	If, during normal operations
	OFF	Is not properly plugged into the power outlet	Modem is unplugged or thee Energy Conservation Switch is OFF
	FLASHING	Receive channel cannot be acquired	Receive channel is lost
	FLASHING	Send channel cannot be acquired	Send channel is lost
	FLASHING	IP registration unsuccessful	IP registration is lost
	OFF	No connected device detected	Device is disconnected

STEP 2 Check your cable connections

• Ensure the coaxial cable is securely connected to the modem and to the wall outlet. Hand-tighten each connection if required.
• Check that all cables are installed and well connected between your modem and router or your modem and computer. Also check out your cable television. If you are not getting a cable signal for your television, you likely will not get an Internet connection either.

STEP 3 Restart your modem

Sometimes your modem’s power needs to be recycled. Follow the steps below:

• Shutdown your computer and unplug your router if you are using one. Unplug the modem power supply from the electrical outlet and wait at least five minutes before you plug it back in. This will refresh your modem’s Internet connection.
• Wait 30 seconds for the modem to synchronize with your Northwestel High Speed service.
• 5100 Series Modem users: Once the modem has completely booted back up, and all four lights on the front panel are green, plug your router back in if applicable. After your router is up and running, turn on your computer.
• 6120/6121 Modem users: Once the modem has completely booted back up, and the lights on the front panel are (in order) green, blue, green, green and either amber or blue, plug your router back in if applicable. After your router is up and running, turn on your computer.
• If the lights are lit correctly, go to http://www.nwtel.ca to test your Internet connection. If there is still no connection, bypass the router and plug your computer directly into the modem. Turn off the power to your modem and computer, wait a few minutes and then power up your modem and wait for a solid online light. Now restart your computer.

STEP 4 Call the local Northwestel Customer Support Centre

If these steps have not resolved your problem, please contact our Technical Support group at 1-888-423-2333 and have the following information ready:

• Username (your theedge.ca or northwestel.net email address)
• HFC MAC ID
• Telephone number

Other Causes

See Other Causes of a Lost Connection for other possible issues.