Why can't access or surf the Internet?

There are many possible causes. Here are a few tips for resolving the problem.

1. A loose or disconnected cable will disrupt your service. Make sure all cables are securely connected, including the following:
   • The cable from your computer to the modem
   • The cable from your modem to your phone jack.
2. Confirm that the green cable from your modem to the wall jack is NOT connected to a phone filter. This filter will block your data from being transmitted or received over the Internet.
3. If you are running firewall software, be sure it allows the application you are using to access the Internet.
   • Refer to the help section of your firewall software to configure Internet access for your applications.
   • More information on firewalls.
4. Try “power-cycling” your modem.
   • Unplug the black power cord from the back of the modem.
   • Wait 15 seconds and then plug it back in.
   • The Internet light on the front of the modem will be blinking as it initializes, and then becomes a steady light. This could take several minutes.
   • Wait for the steady light before you try to access the Internet.
5. Reboot your computer.
   • Click on Start.
   • Select Shut Down and then select Restart.
   • Once your computer restarts, try to access the Internet.
6. Confirm your computer is free of viruses and spyware.
   • If any viruses or Spyware are found, follow the instructions to clean your computer.
   • You may need to reboot your computer before you try to access the Internet again.