Before troubleshooting, check rogers.com/outage to see if there is a known outage in your area.

How to troubleshoot internet with Rogers Xfinity Gateway

If you’re currently unable to browse websites or stream when connected to the Rogers Xfinity Gateway, ensure the power is firmly connected to the wall and the Gateway is upright, in the open and free of dust. To learn more, visit our modem placement support page. If the issues persist, follow these steps in this article:

If you have an older Rogers Gateway, visit this page.

Watch this video to learn how to fix your internet connection

Step 1: Check device connectivity

Situation	Cause	Next step
Other websites are working	The issue could be with your specific site.	Try again later
Other devices are working	The issue is likely with the device you're trying to use right now	Troubleshoot your device and check that it hasn't been paused.
You only have device	Unable to compare connectivity	Restart and reconnect to your Gateway (if on WiFi), then try again.
Your WiFi appears on your phone but not your Windows laptop	You may need to update your Wireless Adapter	Visit our WiFi connection support page.
No devices are connecting to the internet.	Possible gateway or network issue	Continue to Step 2

Step 2: Check gateway light

Light status	Meaning	Next step
Off	No power	Make sure the power cord is firmly connected to the Gateway and the wall outlet. If the outlet is on a wall switch, power bar or UPS, confirm it's turned on. If the issue continues, try a different outlet.
Solid white	Online and working	If you use your own router: Unplug both devices, then plug them back in. Gateway first, wait for the light to turn solid white, then your router. If Gateway only: Unplug it, wait 10 seconds, then plug it back in.
Flashing white	Needs to be setup	Complete setup using the Rogers Xfinity app.
Solid red/solid amber	Lost network connection	Unplug the Gateway, plug it back in and wait at least 5 minutes for the light to go back to white. If you use your own router, restart it after the Gateway is back online.
Alternating amber and green	Firmware update in progress	Wait at least 10 minutes. The Gateway will restart on its own when done.
Flashing green	Connection to the Rogers network	Unplug the Gateway from power, wait 10 seconds, then plug it back in to force a reboot. Wait at least 5 minutes to see if the light returns to solid white. Remove any unnecessary splitters or self-installed amplifiers from the coaxial cable and confirm both ends are at least finger-tight. If that doesn't work, inspect the cable pin — it shouldn't be bent, broken or too short.
Flashing amber	Trying to receive a signal	Tighten the coaxial cable at both ends. Unplug the Gateway, wait 10 seconds, plug it back in and wait at least 5 minutes to see if the light returns to solid white. Remove any unnecessary splitters or self-installed amplifiers from the coaxial cable and confirm both ends are at least finger-tight. If that doesn't work, inspect the cable pin — it shouldn't be bent, broken or too short.

Still no internet? Contact tech support.