This section outlines basic steps for troubleshooting when you cannot connect to the Internet. Please refer to the chart in Know Your Modem to identify the function of your modem’s 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 Power, DSL and Ethernet lights are solid green on the front panel of your modem.

STEP 2 Check your cable connections

• Ensure that all cables are securely in place on your modem, PC and telephone jack.

STEP 3 Restart your modem

• Sometimes your modem’s power needs to be recycled. Follow the steps below:
• Turn off your computer and unplug your router if you are using one. Unplug the modem power supply from the electrical outlet and wait at least 5 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.
• Check the status of the modem lights according to the chart in Section 1. The Power, DSL and Ethernet lights should be solid green. If the DSL light is not solid please call the Northwestel Customer Care Centre.
• Power up your computer and reconnect your systems.
• If the lights are lit correctly, go to http://www.nwtel.ca to test your Internet connection. If there is still no connection, bypass router if applicable and plug your computer directly into your 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 Northwestel technical support

If these steps have not resolved your problem, please contact our local Customer Care Centre at 1-888-423-2333 and have the following information ready:

• Username (your northwestel.net or theedge.ca email address).
• DSL Service Telephone number (phone number that DSL modem is connected to).
• Telephone number.

Other Causes

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