Unable to Access the Internet–Rogers Hitron Gateways

• If other websites are working, then the issue may be with the site you are trying to visit. You can try again later or contact Technical Support if the issue persists.
• If other devices are working, the issue might be with the device you’re using. You can try troubleshooting that device.
  • Note: if you only have one device, we recommend rebooting it and reconnecting it to the network (if on WiFi) before continuing.
• If nothing works, continue to Step 2.

If the lights are Off, the gateway doesn't have power.

• Make sure that the power cord is secure to the modem and plugged at the other end.
• If using a power bar or UPS, make sure that it's still turned on and plugged in. Similarly, you’ll want to check that wall plugs controlled by light switches haven’t been turned off as well. We recommend you avoid using switched outlets when possible as people often turn them off by mistake.
• If these steps don’t turn the light on, try a different outlet or plug another device into the outlet. It’s important to test different outlets when possible because each outlet can fail on its own.
• If none of these steps get the light to turn on and start up the Rogers Hitron Gateway, you can contact Technical Support.
• But, if the Rogers Hitron Gateway starts, wait at least 5 minutes for it to get back to @ Solid Green, before testing your internet. If it stops before that or the @ is Solid Green and you still can’t access the internet, try troubleshooting for the new light pattern based on the list below.

If the @ light is Solid Green, the modem should be online and providing internet access.

• If you are using your own router or Eero, please unplug the power from those devices and also the Rogers gateway and plug them back in sequence starting with the gateway. Wait for it to be online (solid @ light) and then plug the power to your own devices.
• If you just have the Rogers Hitron Gateway, unplug it from power, wait 10 seconds, then plug it back in.
• If the reboot doesn’t resolve the issue, try restarting the devices that cannot currently connect to the internet.
• If you still can’t access the internet, contact Technical Support.

If the Power light is Solid Green and all other lights are off, the gateway has lost network connectivity and couldn't

• Unplug the gateway from power and plug it back in. Wait at least 30 seconds to see if the light directly below the power light turns on and begins flashing.
• If only the Power Light turns on again, you can contact Technical Support.
• If the next light begins to turn on, wait at least 5 minutes to see if the @ light turns on and stays solid green. Then you should have internet connectivity.
  • Note: if you’re using eero or your own router, you may need to unplug them and plug them back in again to fully restore your connection.
• If you still don’t have internet connectivity, but you’re getting a different light pattern now, try troubleshooting the new light pattern you’re getting.

If the < arrow pointing up away from the floor > light is Flashing Green, the modem is receiving a signal from the Rogers network and is trying to establish a return connection. If this light pattern is constant:

• First, unplug the gateway from power, wait 10 seconds, then plug it back in to force it to reboot. Wait at least 5 minutes to see if the top 4 lights will turn on and @ turns Solid Green.
• Next make sure that any unnecessary splitters or self-installed amplifiers are removed from the coaxial cable connection and confirm both ends are at least finger tight to the connections. These can weaken or block the signal from the gateway as it tries to reach the Rogers network controllers.
• If the < arrow pointing up away from the floor > light is still Flashing Green after trying the above, please contact Technical Support.
• If you still don’t have internet connectivity, but you’re getting a different light pattern now, try troubleshooting for the new light pattern you’re getting.

If the < arrow pointing down through the floor> light is Flashing Green, the modem is trying to receive a signal from the Rogers network. If this light pattern is constant:

• First, make sure that the coaxial cable is finger tight to the wall connector (if it doesn’t come straight in) and the gateway.
• Next, unplug the gateway from power, wait 10 seconds, then plug it back in to force a reboot. Wait at least 5 minutes to see if the top 4 lights will turn on and @ turns Solid Green.
• If connecting the cable and rebooting the gateway doesn't fix the issue, visually inspect both ends of the coaxial cable to make sure that the pin isn't bent, broken off or so short that it won’t reach into the wall outlet or the gateway. The pin should extend straight up the middle just a little bit past the edge of the top of the connector. If the pin is damaged, replace the coaxial cable and see if this allows the gateway to connect.
• Last, check for any unnecessary splitters or self-installed amplifiers and remove them from the coaxial cable connection. These can weaken or block the signal from the network as it tries to reach the gateway.
• If the < arrow pointing down through the floor> light is still flashing green after trying the above, please contact Technical Support.
• If you still don’t have internet connectivity, but you’re getting a different light pattern now, try the troubleshooting for the new light pattern you’re getting.

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