Updated: March 11, 2023
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by Dmytro Sywyi
Tech Expert & Writer
861 resolved issues

The internet went out in our neighborhood yesterday when it came back on we can’t get our internet back on.

Reset it several times didn’t work

Hello, thank you for using Howly. I’ll be happy to help you out! May I ask your name?

Customer Replay


Nice to meet you, *****!
May I ask you if any of your devices are connected to your WI-FI?

Customer Replay

yes televisions cell phones & kindle

And what devices stopped working from your Wi-Fi?

Customer Replay

cell phones & kindle

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Got you.
So let me double check, TV is working from wi-fi while cell phones & kindle are not working, am I right *****?

Customer Replay

Not real sure if Television is on internet. It might not be

Got you!
As I understood from your previous messages for sure your Wi-Fi is on.
And turning it off and on again to reconnect didn't help, right?

Customer Replay

right but internet is not on

In order to exclude problems with the router please check the lights on your equipment.
Nearly all modems and routers have LED status lights. The LED status lights on your equipment are very helpful for quickly diagnosing network problems.
Check it please and let me know if any of the lights are red to yellow.


Customer Replay


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Is the red light matched with any description near it? Like the name of the thing that this light matches.
If you can take a photo of your equipment it will be great, *****. It will help me to find out what is the issue!
To attach pictures to our chat, you need to press the paper clip button in the lower right corner of the chat window. Then you have either to choose an image on your device or take a photo right away. Then confirm sending. 🙂

Customer Replay

how do I tell what it matches. All lights on it are red

Got it.
Are you able to take a photo of it?
It will really help!*

Customer Replay

I will try. Hope don’t get disconnected

Take your time!
I'll be here waiting for your answer.

Customer Replay

Visitor uploaded: image.jpg
Type: image/jpeg
Size: 1749032

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Thank you for the photo, *****!
Looks like that is one of the cable's lights, so it is not the issue.
Can you please take a look at the front side of the equipment? 🙏 Are there any lights?

Customer Replay

On line blinking light blue. Or white. Power light is on

Got it.
I know you have tried restarting the equipment but still, let's try restarting your modem, router - all internet equipment you have.
To restart your equipment, unplug the power cable for 60 seconds and plug it back in. The equipment will take a minute to reboot.

Customer Replay


Take your time!
And let me know when done.

Customer Replay

plugged back in

Got it.
Let me check one more thing, are all cables and wires connected to the equipment?

Customer Replay


Let me know when you are done.🙂
And wether the issue is fixed.

Customer Replay

all cables are connected.

Is the wi-fi working now?

Customer Replay

Power is green. On line not blinking anymore. Checking for wifi

Let me know the result.🙂

Customer Replay

it seems to be working

great news!
So it's working now, yes?

Customer Replay

checking kindle. Just a minute please

Take your time.

Customer Replay

every thing is working. Thank you so very much

You have fixed it, nice job!✨
I am happy to help.😊
Is there anything else I can do for you today, *****?

Customer Replay

Not right now

Please feel free to contact us at any time you need help, *****.
We'll be happy to help you. Have a nice one!

Customer Replay

thank you

Always happy to help!
I am so pleased to see your issue got resolved!

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