What should I do if I can't connect to the Internet or my modem isn't working?

If you’re having trouble with your internet connection or your modem, follow these steps. After each step, stop to check if your problem has been resolved. If your WOW! Internet connection is still not functioning properly after attempting all of these steps, please contact us.

1. Check that your coaxial cable, power, Ethernet/USB, and modem connections are tight.

2. Verify that the modem has power by verifying that the power light is lit up.

3. If there are no lights on the modem, verify that the modem is plugged into an active power outlet.

4. If the modem is plugged in but has no lights, try a 2nd power outlet or bypass surge protector.

5. If the modem is plugged in but has no lights, unplug the modem's power cord, wait two minutes, then plug it back in.

6. If the lights do not go off when unplugging the modem, you have an advanced modem that has a battery in it. You will need to:

• Press the Reset button on the back of the modem for 5 seconds. Do not hold the "Reset" button for more than 5 seconds as this can cause the wireless settings to be reset to factory defaults.
• Wait until the lights on the modem stabilize. For the first several seconds, they will blink and turn on and off.

7. Restart your computer.