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If you lose your Internet Connection ensure that you have not changed any of the cabling going to your cable modem
.
Cable modems are very sensitive to noise or interference and signal loss. Many factors can contribute to noise that could cause
your modem to lose its connection to the Rogers Hi-Speed Internet network.
•
If a Rogers cable technician installed your service, they were careful to reduce all forms of noise and signal loss when
fi rst installed.
•
If you installed the cable modem yourself, please refer to your modem documentation to ensure that you have connected
it correctly.
Internet connection problems beyond your control
Power Outage
– A power outage anywhere within your neighbourhood could cause your modem to lose its connection.
Cable Outage
– If there is a temporary cable outage in your area (there is no signal coming into your television set), your
cable modem may lose its connection.
Here is how to restart your modem, if you can’t connect:
1.
Unplug your modem’s power cord from the power outlet.
2.
If applicable, unplug your router’s power cord.
3.
Wait 10 seconds and plug your modem back in.
4.
Wait for the lights on your modem to become solid green.
5.
If applicable, plug in your router and wait for it to connect with your modem. (Approximately two minutes.)
6.
Restart your computer.
7.
Open your Web browser. Still can’t connect? Call us at
1 888 ROGERS1 (1 888 764-3771)
Loss of Internet Connection - Causes
Additional reasons that you may have lost your connection
If you have added a two-way splitter to the cable leading into your modem (in order to hook up your television to the
same cable), you may have introduced noise or loss of signal to the modem. Please remove the splitter and reset your
modem.
If your cable modem comes back online, the quality of your splitter is not suffi cient to use the Rogers Hi-Speed Internet
service. Ask for the highest-quality coaxial cable splitter at an electronics store.
Please be aware that moving a modem is not as simple as moving a television set. The cable technician dedicated
a specifi c outlet for the modem. Moving the modem will take it off the dedicated outlet and potentially introduce
unacceptable signal loss to the modem. Please return the modem to its original location and reset it.
If your cable modem comes back online, the quality of the new outlet is not suffi cient to use the Rogers Hi-Speed
Internet service. Please contact us through one of the options listed on
page 99
and our representatives will help
you resolve this situation.
If you have changed or extended the original cable leading into your cable modem, you may have introduced noise
or signal loss. The coaxial cable you used to extend your cable may be the wrong type or may not be as high-quality
as those installed by a cable technician. Please remove the changed or extended cable and replace it with the original
coaxial cable. Then reset your modem.
If your modem comes back online, the quality of your new cabling and/or extender is not suffi cient to use the
Rogers Hi-Speed Internet service. Ask for the highest-quality coaxial cable/extender at an electronics store.
If you have installed an amplifi er in order to boost your cable signal, you may have introduced noise to your modem.
Rogers recommends against using your own amplifi er, as it can create a signifi cant amount of noise, causing your
modem to lose its connection to your Rogers Hi-Speed Internet service. Please remove the amplifi er and reset your modem.
Added a Two-Way
Splitter
Moved Your
Cable Modem
Changed/Extended
Original Cable
Added an Amplifi er
Cause of Problem Description
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