My internet stopped working.

If you're setting up your Cogeco equipment for the first time, please visit here for step-by-step instructions.

If you've had service before and it's stopped working, let's get you back online.

Step one - Check our status page.

This page will let you know if there’s a major outage.

Click here. If all is good in your area, keep reading.

Step two - Identify the lights on your modem.

The correct light patterns to indicate the modem (black box) is receiving a signal will show the first four lights as solid. The exact colors will depend on the make/model of the modem

See below to check your modem’s light pattern.

If they don’t look like the ones above, something is wrong.

Once you locate your modem and you notice that the standard operating light pattern does not match, it may indicate a potential problem

We’ll first identify what’s happening based on your current light pattern.

DS light flashing.

If the 2nd light on the modem (starting from the power light) is flashing green, the modem is no longer receiving a signal from the home’s main coaxial line. This is typically due to a localized internet outage.

US light flashing.

If the 3rd light on the modem is flashing, this typically indicates an issue with the line or signal to your home.

Status light flashing.

If the 4th light on the modem is flashing, this typically indicates the modem is trying to establish IP connectivity. If this is a brand new or replacement modem, it may also be mis-provisioned

Step three - Troubleshoot.

Let's try a couple of fixes. It's a two-step process:

1. Reset.
2. Reach out to our team if the issue persists.

No matter the light pattern on your modem, start with a factory reset.

This is required to refresh the modem diagnostics. 

**First, ensure all cables are properly connected between the equipment and a power outlet, and that the coaxial cable is screwed on tightly. From there, factory reset the modem by holding the small RESET button on the back with a pin or sharp object for 30 seconds. Allow 10 minutes for the equipment to fully reboot. **

The reboot sequence of the modem lights will look like one of the animations below.

I’ve waited 10 minutes and the light pattern is still the same.

Our Tech Support team will need to raise a troubleshooting ticket with the network provider.

Contact Tech Support directly via SMS or chat for support.

When writing in, inform Tech Support that you’ve already completed the factory reset along with a detailed description of the light pattern and a photo of your cable connections. In order to check your diagnostics directly, our Tech Support team will need your account number so ensure you have that ready when reaching out.

I’ve waited 10 minutes and my service is back online.

That's excellent news. However, if this isn't the first time you've had this issue we recommend you to contact our technical support team. There may be an underlying issue that needs to be investigated to prevent it from happening again.

My modem has the correct light pattern, but router is offline.

With a Plume SuperPod, there will typically be a white light or a green light to indicate that it is offline. 

1. Ensure the ethernet cable between the modem and router is connected securely. You should hear a ‘click’ when both ends are pushed in all the way.
2. Do a reset of the modem so that it can re-establish any connection that may have been lost: Hold down the small RESET pinhole on the back with a pin or sharp object for 30 seconds. Allow 10 minutes for the equipment to fully reboot.
3. Once the modem completes its boot up process, reset the router by simply unplugging it from power for 60 seconds and then plugging it back in.

I’ve waited 5 minutes and the WiFi is still down.

Contact Tech Support directly via SMS or chat for support.

Let Tech Support know you’ve already soft reset the modem and router and checked the ethernet cable.

I’ve waited 5 minutes and my service is back online.

That's excellent news. However, if this isn't the first time you've had this issue, we recommend you to contact our technical support team. There may be an underlying issue that needs to be investigated to prevent it from happening again.

My issue isn't listed here.

If the solutions above don't fit your situation, we're here to help. Contact Tech Support directly via SMS or chat for live support.

Please provide photos of the equipment setup and modem light pattern.

Depending on the issue, Tech Support may ask you to repeat some steps.

Why do I have to do these steps?

We know that troubleshooting can feel repetitive, but each step is designed to help us quickly and accurately find the source of your issue.

Updated on: 27/08/2025