I have a problem with my cable connection

Follow the steps below.

1. Does the DSL LED stay lit permanently on the modem?
   • Yes
     Go to step 2.
   • No
     Check your cablingOpens a new window .
     Still running into the issue? Get in touch with our customer service.
2. Does the @ or Internet LED stay on permanently?
   • Yes
     Go to step 3.
   • No
     Reset your modemOpens a new window .
     Still running into the issue? Get in touch with our customer service.
3. Do you use a router or a switch?
   • No
     Go to step 4.
   • Yes
     Disconnect the router or switch and connect the modem directly to the computer with a UTP cable.
     Still running into the issue? Go to Step 4.
4. Is the UTP cable between your modem and computer connected properly?
   • Yes
     Go to step 5.
   • No
     Check your cablingOpens a new window here and repeat the test.
     Still running into the issue? Go to Step 5.
5. Reboot both the modem and the computer..
   • Plug out the power cable from the modem and plug it back in. Wait until all LEDs light up again.
   • Then reboot your computer.

If you still run into the issue, check on mon.scarlet in the Bills and Payments tab if any of your bills are unpaidOpens a new window . Your services may be blocked because of an outstanding bill.

If the issue remains after these checks, please contact usOpens a new window .