Internet is not connected

When solving connection issues we regularly ask to 'reset' the modem. We have a short step-by-step explanation of how to do this:

1. Remove the plug from the wall socket.
2. Remove the cables from ports 1 to 4.
3. Wait at least 10 seconds.
4. Replug the plug in to the wall socket.
5. Wait until the modem has fully restarted (about three minutes).
6. Replug any cables back into the modem (ports 1 and 2 for internet, 3 and 4 for TV).

Are you using a Huawei or Zyxel, in combination with a black Media Converter? Then we recommend also resetting the Media Converter, using the below steps:

1. Remove the internet cable from the Media Converter.
2. Remove the power supply from the Media Converter.
3. Wait at least 10 seconds.
4. Power the media converter back up.
5. Replug the internet cable into the Media Converter.​​​​​​

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Are you using a Zyxel, in combination with a white Optical Network Terminal? Then we recommend also resetting the Optical Network Terminal, using the below steps:

1. Remove the internet cable from the Optical Network Terminal.
2. Remove the power supply from the Optical Network Terminal.
3. Wait at least 10 seconds.
4. Power the media converter back up.
5. Replug the internet cable into the Optical Network Terminal.​​​​​​