Troubleshooting Internet Connectivity Issues

If you are experiencing slow or unstable Internet, connection issues, or frequent disconnections, the issue may be related to your device, gateway, or cable connection.
Follow the steps below to troubleshoot your connection.

Step 1: Check Your Devices

First, check whether the issue affects one device or all devices.

• Only one device is affected: The issue may be related to that device. Try disconnecting and reconnecting to Wi-Fi, then restart the device.
• All devices are affected: The issue may be related to your gateway, cables, or Internet service. Continue with the steps below.

Step 2: Check Your Gateway

1. Check the status light on your gateway.
2. If the light is green, the gateway is operating normally.
3. If the light is a different color or is flashing, the gateway may require troubleshooting.
4. For gateway-specific information, visit: Rogers Internet Troubleshooting
5. Select your gateway model to find the appropriate troubleshooting instructions.

Step 3: Restart Your Equipment

Restarting your equipment can often resolve temporary Internet connectivity issues.

To restart your equipment:

1. Unplug the power cable from your modem/gateway.
2. If you are using a third-party router, unplug the router's power cable as well.
3. Wait at least 30 seconds.
4. Plug the modem/gateway back in.
5. Wait a few minutes for the gateway to reconnect to the Internet.
6. If you are using a third-party router, plug it back in after the gateway has reconnected.
7. Restart your computer, smartphone, or other connected devices.
8. Reconnect to Wi-Fi and test your Internet connection.

Still Having Internet Issues?

If the issue continues after restarting your equipment, visit the Rogers Internet Troubleshooting page for troubleshooting steps specific to your gateway model.
If you are still unable to connect after following the troubleshooting steps, please contact PhoneBox Support for further assistance.

Updated on: 06/10/2026