TROUBLESHOOTING

THE INTERNET IS NOT WORKING

NO INTERNET CONNECTION

Here’s what you can do

stepOutline01

CHECK WHETHER THE WHITE LED ON YOUR MODEM REMAINS CONTINUOUSLY LIT

If the white LED on your modem is continuously lit, skip number 2 and go directly to
number 3. If the white LED on your modem is not continuously lit, please go to number 2.

Giga Connect Box

Giga Connect Box Light

Connect Box

Connect Box Light
stepOutline02

CHECK THE CABLING OF YOUR MODEM

Check the cables that were provided with the modem. Then carry out the following two steps to ensure a correct Internet connection.

Step 1

Check which type of cable socket (option A or B) your modem is connected to and connect the appropriate cable as shown.

Option A

option-A

Option B

option-B

Step 2

Connect the cable to the modem. After a few minutes the white LED on your (Giga) Connect Box should be lit continuously.

step-1-step-2
stepOutline03

RESTART THE MODEM

Restart the modem by first switching it off with the on/off switch (see picture) and then switching it on again after about 30 seconds. Wait until the modem has completely restarted. This may take up to 15 minutes.

reboot-modem
stepOutline04

IF YOU STILL DO NOT HAVE AN INTERNET CONNECTION, PLEASE CHECK THE NETWORK STATUS

You can view service notices and disruptions in real time. Our notifications are updated continuously. If everything seems to be all right, please return to this page.

stepOutline05

CHECK YOUR WIFI CONNECTION

Now check your device’s wifi settings to see whether it is connected to your modem.

Was this not what you were looking for? Click below for other topics.

Qualtrics survey
 

NO INTERNET CONNECTION

Here’s what you can do:

stepOutline01

CHECK WHETHER THE WHITE LED ON YOUR MODEM REMAINS CONTINUOUSLY LIT

If the white LED on your modem is continuously lit, skip number 2 and go directly to number 3. If the white LED on your modem is not continuously lit, please go to number 2.

Giga Connect Box

Giga Connect Box Light

Connect Box

Connect Box Light
stepOutline02

CHECK THE CABLING OF YOUR MODEM

Check the cables that were provided with the modem. Then carry out the following two steps to ensure a correct Internet connection.

Step 1

Check which type of cable socket (option A or B) your modem is connected to and connect the appropriate cable as shown.

Option A

option-A

Option B

option-B

Step 2

Connect the cable to the modem. After a few minutes the white LED on your (Giga) Connect Box should be lit continuously.

step-1-step-2
stepOutline03

RESTART THE MODEM

Restart the modem by first switching it off with the on/off switch (see picture) and then switching it on again after about 30 seconds. Wait until the modem has completely restarted. This may take up to 15 minutes.

reboot-modem
stepOutline04

IF YOU STILL DO NOT HAVE AN INTERNET CONNECTION, PLEASE CHECK THE NETWORK STATUS

You can view service notices and disruptions in real time. Our notifications are updated continuously. If everything seems to be all right, please return to this page.

stepOutline05

CHECK YOUR WIFI CONNECTION

Now check your device’s wifi settings to see whether it is connected to your modem.

Was this not what you were looking for? Click below for other topics.

Survey
Qualtrics survey
 

DIDN’T FIND A SOLUTION?

Ask in the community, write to us on social media or call us.

UPC Community

Our experts are there for you.

 
 

Social Media

We also answer your questions via Twitter or Facebook.

 
 

Phone Support

We are happy to help you.