Troubleshooting No Internet

If any part of the network is not working, your internet will not work. Follow the steps below to resolve the problem.

  • Step 1 – If you are having problems with a computer connected wirelessly, try to connect it using an internet cable instead.  If the computer is able to get online using a cable, the problem is usually due to wireless settings or interference.  Linksys has an excellent help page addressing weak signal strength here.  You may also try Fixing a Router and Fixing a Computer, if these do not work you will likely need a professional to take a look at it.  Please call Broadband Surfer Canada at 780-686-7873; we can suggest a company or local technician to assist you.
  • Step 2 – Many internet problems can be fixed by restarting the entire network. Start by following the internet cable from the wall unpluging the power cord from each device, leave it unplugged for thirty seconds,  then plug it back in.  Wait until the lights on each device turn back on before moving to the next one.  If a device does not light up, that is likely where the problem lies.  Keep going until you reach the computer, and then restart the computer as well. If the internet is still not working, continue to the next step.
  • Step 3 – If you have more than one computer, test the internet on all of them.  If the internet works on at least one computer, then the internet connection is working and the problem lies somewhere in the house.  If none of the computers can get on the internet, continue to the next step.
  • Step 4 – Check the internet cables.  Sometimes, a plug can pop out or it may not be in all the way.  Starting at the wall and following the internet cable back, unplug each cable end you find and then plug it back in.  You should hear a snapping sound as the locking tab engages.  Wiggle the cable, and make sure it is plugged in firmly and can’t be tugged out.  If you find any kinks or breaks in the cable itself that may the problem.  Replace it with another network cable if possible, if not continue troubleshooting.  If the internet is still not working, continue to the next step.

Step 5
  • Step 5 – Next you will check the power supply.  If you follow the cable from the wall, the power supply should be the first device you find.  It will either be a small white box with two internet cables and a power cord, or a short piece of black internet cable with a wire leading to a black box plugged directly into the outlet. White power supply: Check the light on the box itself.  If it is green, the radio is receiving power.  If it is amber, there is something wrong with the cabling.  Check to make sure that the cable going from the wall to the power supply is plugged into the end of the power supply with the red sticker on it.  The other port on the same end as the power cable, should be going to the router or computer.  If the light is out the power adapter is not receiving power, plug another device into the power socket to make sure the socket is working.  If the outlet is working, but the power supply is not getting power, the supply itself needs to be replaced, please call Broadband Surfer Canada at 780-686-7873.  If the cables are in correctly, and the light is green, please continue to the next step.
Power supply
Black power supply: Check the green light on the box plugged into the power outlet.  If the light is out the power adapter is not receiving power, plug another device into the power socket to make sure the socket is working.  Inspect the wire running from the black box, if there are any breaks or kinks in the wire it may need to be replaced.  If the light is lit and the cable appears to be OK, continue to the next step; otherwise please call Broadband Surfer Canada at 780-686-7873.
  • Step 6 – If you have a router, you wil need to bypass it to determine if it is the source of the problem.  First, unplug the power cord from the router.  Next, unplug the cable from the WAN or internet port on the router and connect it directly to a computer.  Test the internet again.  If it is now working properly, the router is most likely the problem.  See Fixing a Router. Otherwise, continue to the next step.
  • Step 7 – At this point, we’ve ruled out most of the equipment in your home.  If you only have one computer, it may still be the source of the problem, feel free to try Fixing a Computer.  If that fails or if you have multiple computers that cannot get online, please call Broadband Surfer Canada at 780-686-7873.