Troubleshoot your Internet connectivity issues

If you have no internet connection

To ensure your internet connection is working seamlessly for your business, follow these steps to check your modem:

Determine Your Internet Type and Network Configuration

• Stand-alone Rogers modem:
  • Identify your modem type by light pattern
    • Modem Coda 4582: the @ light should glow solid.
    • Modem Coda 5810: the single light at the bottom should be solid white.
    • Modem Hitron CGN2: the up and down arrow lights should be solid blue or white, and the @ light and LAN 1 light should be solid.
      
      
• Rogers modems & backup modems:
  • Rogers Modem with Wireless Back up Modem
  • Rogers Modem with Cisco Meraki Access Point(s)
    
    

Rebooting your Rogers modem

If your Rogers modem doesn't display the expected light patterns, you need to reboot it:

1. Secure connections: Ensure all coaxial cable connections at the modem are secure and properly plugged in. Firmly secure any loose connections.
2. Disconnect power: Disconnect the power cable for 15 seconds and then reconnect it.
3. Wait for lights: Wait for the light to glow solid, indicating the connection is established. The specific light and its behavior may vary depending on your modem.
   
   

If you have intermittent Internet connection

If you're dealing with an intermittent Internet connection, where the signal drops in and out, follow these quick steps to get back online:

Start with your devices :

1. If the connection issue only affects one or two devices, reboot the affected device(s). Turn them off and on again to refresh the connection.
2. If all devices are affected, move on to rebooting your modem.
   
   

Restart the modem and verify its light pattern, using the modem instructions provided in the earlier scenario.

Restart other additional network equipment

• If you use any other equipment like a router or switch, power them off, wait a few seconds, and then turn them back on.
  
  

If you have WiFi connection issues

To check your WiFi connectivity, you need to follow the below steps to get things back online:

Before you start, make sure you're near your modem.

Check the wired connection

1. See if the internet works on a device that’s connected with an Ethernet cable (if applicable).
2. If it doesn’t, check all cables between the modem, router, and device.
3. If any cable looks loose, reconnect it securely.
   
   

If this doesn’t work, follow the instructions of identifying the modem lights pattern detailer in the earlier scenario. These patterns help confirm that the modem’s connected to the internet.

Test WiFi on multiple devices

1. Try using WiFi on another device.
2. If the issue is only on one device, reboot that device and try again.
   
   

Check your network name

If WiFi isn’t working on any device:

1. See if your wireless network name (SSID) shows up on your phone or computer.
2. If it’s there, try connecting manually and enter your password if needed.
   
   

If the issue persists, reboot your modem as mentioned earlier in the first scenario. Restart your networking equipment

• Restart your router, any switches, or other networking equipment you’re using.
  
  

If your Internet connection has slow speeds

To troubleshoot your internet speed, you’ll need to be near your modem then follow these steps:

1. Check the cable connections:
   • Ensure all cables connected to the modem, router and device are secure. If any cables are loose, reconnect them properly.
2. Check for interference:
   • Ensure there are no physical obstructions between your modem/router and device. If needed, relocate the modem/router to a more open area to improve signal strength.
3. Run a speed test: visit "speedtest.net”
   • For accurate results, use a computer connected via ethernet.
   • Compare the result with your expected internet speed to identify any variation.
     
     

If the speed test results are lower than expected, please follow the steps for:

1. Restart the modem and verify its light pattern, using the modem steps provided earlier.
2. Restart your router, any switches, or other networking equipment you’re using.
   
   

If the speed test results are as expected:

1. Connect a different device to your network to check if the issue is specific to one device. If the issue persists across multiple devices, the problem is likely with your network setup.
2. Bypass your own networking equipment by connecting a computer directly to the Rogers modem and testing the speed again.
   
   

Still having issues?

If you’ve followed all the steps and your connection is still dropping, reach out to our technical support team at 1-866-727-2141.