You followed the steps, plugged everything in, and… nothing. Take a breath. First-time hiccups are very common and usually come down to one of a few simple things.
📅 Is today your activation date?
Your equipment can only connect once your service has been switched on. If your activation is scheduled for later, your equipment won’t work yet. That’s normal.
⏳ Give it time
The very first time a modem connects, it may download updates and register on the network. This can take 10 to 15 minutes. Avoid unplugging it during this time.
🧵 Double-check the connections
- Is the wall cable plugged into the right port on the modem?
- Is the cable between the modem and router connected to the router’s internet or WAN port (often a different colour)?
- Are both devices powered on, with the power bar switched on?
- Is the wall outlet the right one? Some homes have several cable or phone jacks, and not all of them are active.
🔁 Try a fresh restart
Unplug the modem and router, wait 60 seconds, plug the modem in first and wait for its lights to settle, then plug in the router.
📸 Send us a photo
A quick picture of your modem’s lights helps our team see exactly what’s happening. Use our modem photo upload form.
☎️ Need a hand? Talk to a real person
If you’re still not connected, give us a call. Setting up new customers is something we’ve done thousands of times, and we’ll get you sorted.
- Phone (toll-free): 1-866-798-0906
- Email: techsupport@lightspeed.ca
- Hours: Monday to Friday, 7:00 am to 10:00 pm PT; weekends and holidays, 8:00 am to 10:00 pm PT