Troubleshooting

Troubleshooting Your Router

Are you having connectivity issues? Try these easy troubleshooting steps

Issue Resolution

Power light is not green

Check your power adaptor to ensure it is connected to a live outlet – check that the outlet works or try a different power outlet for the wireless gateway

Power light flashing red

Your wireless gateway is receiving an update. While the red light is flashing, do not unplug the wireless gateway. This activity will complete in approximately 10 minutes

DSL light is not green

Could also be labelled as one of the following depending on your Modem type; ADSL Status, ADSL Link, Status Link, DSL WAN

  • Ensure your Internet service activation date has passed (you have reached the end of the business day)
  • Verify the telephone cable is properly connected to the wireless gateway (grey phone port) and the telephone jack
  • Ensure that you do not have a microfilter connected to the telephone cable that connects your wireless gateway to the telephone jack
  • Test the telephone line is active by plugging in a phone and listening for a dial tone
  • If these steps did not solve the issue, unplug the power adaptor from the wireless gateway for 30 seconds then plug it back
  • Ensure that all other equipment (fax, phone, etc.) sharing the same phone line has a microfilter connected

LAN or Ethernet light is not green

  • Verify that the Ethernet cable is properly connected from the Ethernet/LAN port on your wireless gateway to the Ethernet/LAN port on your computer
  • Within the Internet network settings on your computer, ensure that the Ethernet connection is set to enable. For instructions on how to do this, refer to the instruction manual for your computer’s operating system

None of the above (all status lights properly lit)

  1. Unplug the black power cable on the back of your modem
  2. Wait 30 seconds
  3. Reconnect the power cable
  4. Restart the device directly connected to the modem (computer or router)
  5. Test your internet connection
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