My modem is connected with a cable, but my connection keeps cutting out. How do I fix this?

  1. Restart your Wi-Fi modem


    1. Unplug the power cable on your Wi-Fi modem.
    2. Make sure all the lights on the modem are off once you have unplugged it.
    3. Wait ten (10) seconds.
    4. Plug your modem back into the electrical outlet. Expect a three (3) minute delay to allow your devices to reconnect to the Wi-Fi network.


    Recommendation: It is more effective to restart your Wi-Fi modem by unplugging its power cable instead of pressing its power button.

  1. Make sure the cable is not defective

    The network cable (RJ45) used to connect your device to the Wi-Fi modem may be causing this issue.

    Completely unplug the cable, then reconnect it at both ends.

    If the issue persists, test with another cable.


    This type of cable is inexpensive and can be found at all major electronics stores.

  1. Restore your Wi-Fi modem to its factory settings

    IMPORTANT: This will reset any changes that have been made to your Wi-Fi modem settings to date. You may also need to reconfigure your devices’ Wi-Fi settings (network name, password, etc.).


    Using a small, sharp object, press the modem’s reset button for 10 seconds.

    Once your modem has restarted, follow the same instructions you used when you initially installed it.


    Reminder: The default username (Default Wi-Fi network) and password (Default key) for your Wi-Fi network are written on a sticker on the back of your Wi-Fi modem.

  1. If possible, connect another device to your Wi-Fi modem

    To test whether the wired connection is functioning, use the cable to connect another device to your Wi-Fi modem.

    If the second device can connect to the Internet, then you are encountering a software or hardware problem with the first device. Refer to the device manufacturer or a specialist to resolve this issue.


    You must restart your Wi-Fi modem every time you connect a device via cable to the modem.

  1. Check the configuration of your computer’s network card

    The network card is the device responsible for communication between your computer and the internet.

    Here are some steps you can take that may resolve the issue:

    • Device Manager → Network Card Ownership → Driver → Driver Details and / or Update Driver
    • Device Manager → Network Card Properties → Advanced → Value: Auto Negotiation
    • Device Manager → Network Card Ownership → Power Management → Uncheck: Allow the computer to turn off this device to save power


    The version of your network card’s driver will depend on the type of hardware installed. You may require help from a professional computer technician to check advanced configuration options.