Westman Support

No Internet: Traditional Modem

No worries, let's see if we can fix this together.

  1. First, let's try another of your devices and see if it can connect to the internet. Preferably, we would like you to try a device (maybe a laptop or workstation) that is directly connected (wired) in to your internet connection.
    • If the second device can connect, then try rebooting (turning off and on) the device that is having trouble and making sure its Wi-Fi is on.
  2. If your other device(s) can't connect, let's check your connections.
  3. Make sure that a coax cable (the grey or white round cable with aluminum end) is securely attached to the Westman's Gateway Modem.

   4.  Ensure that the device is plugged into power (multiple lights should be on)

   5.  Double check that Westman's modem (its LAN port) is plugged into your personal router (in the WAN or internet port)

 6.  Should everything be plugged in and the device has power, please unplug your personal wireless router (your internet box) from power for 10 seconds and plug it back in.

 7. If you still can't connect (remember to wait a few minutes before trying), let's try bypassing your wireless router and connecting a device (must be wired (laptop or desktop) directly to our modem.

  • If you look at the cables and connections and would like some help bypassing your router, feel free to give our local support desk a call.

8.  Once connected please unplug your modem 10 seconds and plug it back in.

  • You should not need to do this more than once every 4-6 months. If this is required more frequently please contact our local support desk via phone, chat or email.

9.  If you still can't connect, please contact our local support centre via phone, email or chat.

10.  If you can connect, then unfortunately there would seem to be a problem with your personal router and the manufacturer will have to be contacted.

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