No Connection

First things first: Try restarting your router. This resolves most connection issues. To restart your router, unplug its power cord and wait 1 minute before plugging it back in. The LAN light should be green or blinking green. Now try again to connect to the Internet. Be sure to watch the  How to Restart Your Router video.

If you still can't connect, check the following.

  1. Is the router getting electricity? Maybe someone unplugged it and forgot to plug it back in, or maybe a circuit breaker tripped. See if a lamp or something else electrical will work in the same socket.
  2. Is your device connected (hard-wired) to the router? If you have a cable connecting your laptop to the router, for example, test the connections to make sure they are securely attached on both ends (be careful not to over tighten or force a connection).
  3. Are you connecting to your router wirelessly? There are several reasons you might not be able to connect to your wireless router. Contact the device manufacturer or read its instruction manual to make sure:
    • Wi-Fi capability is turned on.
    • Your device has the correct ESSID / password entered in the Wi-Fi settings.
    • Electronic devices (like TVs or microwaves) or physical obstructions (like walls or floors) are not interfering with or blocking your router's signal. Move your Internet device away from any problems and closer to your router.
    If you think your router is working but your device (smartphone, tablet, laptop) isn't connecting to it, watch our  How to Connect Your Devices to a Wireless Network video.

Connecticut customers:

restart your equipment

Still need help? Call 1.800.239.4430 or Live Chat

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