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Losing your connection is never fun, especially halfway through a video call or the last ten minutes of a show. The good news? Most connection problems can be fixed from home in about ten minutes. Work through the steps below in order. And if you get stuck, remember: there’s a real person in Canada ready to help when you call us. 🙂

🔍 Step 1: Check whether it’s an outage

Before unplugging anything, take 30 seconds to see whether the problem is bigger than your home.

  • Visit our Service Notices page for planned maintenance and known issues.
  • Internet Lightspeed cable internet travels over the Rogers network, while fibre and ADSL travel over the Telus network. The Service Notices page links to their outage checkers too.

If there’s an outage in your area, there’s nothing to fix on your end. Your service will come back once the work is finished.

Tip: we don’t send outage alerts by email or text, so bookmark the Service Notices page. It’s the quickest way to check.

🔌 Step 2: Restart your modem and router (in the right order)

A proper restart clears up the majority of connection hiccups. The order matters, so follow these steps exactly:

  1. Unplug the power cord from your modem, and from your router if you have a separate one.
  2. Wait a full 60 seconds. Yes, really. It gives the equipment time to fully reset.
  3. Plug the modem back in first and wait until its lights settle. This can take 2 to 5 minutes.
  4. Now plug in your router and give it another couple of minutes.
  5. Try loading a website.

🧵 Step 3: Check your cables

Cables get bumped by vacuums, pets and curious kids more often than you’d think. Make sure that:

  • The cable coming from the wall (coaxial for cable, fibre or phone line for fibre and ADSL) is firmly connected to your modem.
  • The network cable between your modem and router is snug at both ends.
  • Your power bar is switched on, and both devices are plugged in.

💡 Step 4: Take a look at the modem lights

Your modem’s lights are its way of telling you what’s going on. Solid lights usually mean all is well; blinking or unlit lights can point to the problem.

Because we support many different modem models, what the lights look like varies. As a general rule:

  • Solid lights (usually green, blue or white) mean things are working normally.
  • Blinking lights that never settle can mean your modem is still trying to connect.
  • Red, orange or no lights usually point to a problem.

Your modem’s manual or the label on the device will have the exact details. Not sure what you’re seeing? Snap a picture and send it through our modem photo upload form. Our team will take a look.

Using your own cable modem? Make sure it’s on our approved cable modems list.

📶 Step 5: Is it all your internet, or just the Wi-Fi?

Sometimes the internet is working fine and only the Wi-Fi is acting up. To find out:

  • Connect a laptop or computer directly to your router with a network cable. If it works when plugged in, the issue is your Wi-Fi, not your internet.
  • Try a different phone, tablet or computer. If only one device can’t connect, restart that device.

For tips on getting stronger Wi-Fi around your home, check out our WiFi 101 guide.

☎️ Step 6: Still offline? Give us a call

We’ve been connecting Canadians since 1994, and when you call, you’ll reach a real person who can help.

  • 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

To speed things up, have your account number handy and let us know which lights are on and which steps you’ve already tried. You can also send us a picture of your modem through our modem photo upload form.