Help & Support

Why can’t I connect to the Internet?

If you can see a message similar to the following, or you just can’t connect to the Internet, here’s a checklist to help you diagnose the problem.

After each of the following steps, check again to see if you can connect to the Internet.

  1. Check and reboot the router.
  2. Check your username and password.
  3. Have your account details changed?
  4. Are you trying to connect a new or upgraded computer?
  5. Check the lights on the modem.
  6. Check your computer’s Internet options.
  7. Check your computer’s firewall settings.