1. Restart Your Modem and Router & Check the Connection

In many cases, restarting your equipment can quickly resolve the issue.

1. Unplug the power to the modem
2. Wait about 15 seconds then plug it back in
3. Wait 5 minutes for the modem to fully reboot

After restarting:

• Make sure all cables are securely connected
• Check the indicator lights on your modem and router
• Try reconnecting after a few minutes

If the connection does not restore or the lights appear abnormal, continue to the next step.

2. Use Self-Serve for Basic Internet Troubleshooting

If the issue continues, you can use your provider’s self-serve tools to run basic troubleshooting for your home internet service.

• TELUS customers:
• Log in to your MyTELUS account
• Troubleshooting site
• Koodo customers:
• Log in to your Koodo Self-Serve account

Trouble shooting site

3. Contact Support for Further Assistance

If your internet is still not working after completing the steps above, please contact your provider directly for support.

TELUS Support

• English: 1-888-811-2323 (Mon–Sun, 9:00 AM–6:30 PM)
• Chinese: 1-800-833-6888 (Mon–Sat, 9:00 AM–7:00 PM)

You can also visit the TELUS Support page for additional help.

Koodo Support

Please use Koodo Assist to schedule a callback with a live agent.

How to request a callback:

1. Open the chatbot in the bottom right corner
2. Select “Home Internet”
3. Choose “I have Koodo Internet”
4. Enter your phone number
5. Send “Schedule a callback”

Updated on: 10/02/2026