My internet stopped working.
🛑If this is your first time setting up your oxio internet equipment, click here.
Otherwise…
Keep calm. Let’s get your internet back on.
This page will let you know if there’s a major outage.
Click here. If all is good in your area, keep reading.
The correct light patterns to indicate the modem (black box) is receiving a signal are as follows:
If they don’t look like the ones above, something is wrong.
Keep reading. We’ll first identify what’s happening based on your current light pattern.
If the 2nd light on the modem (starting from the power light) is flashing, the modem is no longer receiving signal from the home’s main coaxial line. This is typically due to a localized internet outage.
If the 3rd light on the modem is flashing, this typically indicates an issue with the line or signal to your home.
If the 4th light on the modem is flashing, this typically indicates the modem is trying to establish IP connectivity. If this is a brand new or replacement modem, it may also be mis-provisioned.
Only 2 steps to do here.
Reset.
Reach out.
No matter the light pattern on your modem, start with a factory reset.
This is required to refresh the modem diagnostics.
First, ensure all cables are properly connected between the equipment and a power outlet, and that the coaxial cable is screwed on tightly. From there, factory reset the modem by holding the small RESET button on the back with a pin or sharp object for 30 seconds. Allow 10 minutes for the equipment to fully reboot.
The reboot sequence of the modem lights will look like one of the animations below.
Our Tech Support team will need to raise a troubleshooting ticket with the network provider.
Contact Tech Support directly via SMS or Facebook Messenger for support.
When writing in, inform Tech Support that you’ve already completed the factory reset along with a detailed description of the light pattern, a photo of your cable connections, and the following bits of info:
1) Coaxial outlet location in home (which room or floor).
2) Best phone number for a technician to reach you at.
3) In order of preference, 3 dates of availability + preferred time of day (AM, PM, or EVE) for a technician to visit your home. This does not necessarily mean a technician will need to be sent but is required info for the troubleshooting ticket.
Great!
However, if this is not the first time you have experienced this issue, contact Tech Support directly via SMS or Facebook Messenger as there may be an underlying issue that requires further investigation.
If the LED on the eero is red, it means the eero doesn’t have a connection with the modem.
1) Ensure the ethernet cable between the modem and eero is connected securely. You should hear a ‘click’ when both ends are pushed in all the way.
You can also try a different ethernet cable, just ensure it is of Cat5e technology or greater.
2) Soft reset the eero by holding the RESET button on the bottom for only 7 seconds until the LED flashes yellow. Wait a few minutes to see if the LED changes to white and is back online. If the LED flashes blue continuously after 5 minutes, the reset was held too long and the eero has been factory reset (which also erases your outage history). Create a new Wi-Fi network using your eero app.
Contact Tech Support directly via SMS or Facebook Messenger for support.
Let Tech Support know you’ve already soft reset the eero and checked the ethernet cable.
Great!
However, if this is not the first time you have experienced this issue, contact our Tech Support directly via SMS or Facebook Messenger as there may be an issue with the equipment.
Okay, sounds like you got a rare one.
Contact Tech Support directly via SMS or Facebook Messenger for live support.
Please provide photos of the equipment setup and modem light pattern.
Depending on the issue, Tech Support may ask you to repeat some steps.
If you’re curious as to the why behind each troubleshooting step, you can read more about it in our blog article,
"Is tech support messing with you?" here.
Otherwise…
Keep calm. Let’s get your internet back on.
☝️Step one - Check our status page.
This page will let you know if there’s a major outage.
Click here. If all is good in your area, keep reading.
✌️Step two - Identify the lights on your modem.
The correct light patterns to indicate the modem (black box) is receiving a signal are as follows:
If they don’t look like the ones above, something is wrong.
Keep reading. We’ll first identify what’s happening based on your current light pattern.
DS light flashing.
If the 2nd light on the modem (starting from the power light) is flashing, the modem is no longer receiving signal from the home’s main coaxial line. This is typically due to a localized internet outage.
US light flashing.
If the 3rd light on the modem is flashing, this typically indicates an issue with the line or signal to your home.
Status light flashing.
If the 4th light on the modem is flashing, this typically indicates the modem is trying to establish IP connectivity. If this is a brand new or replacement modem, it may also be mis-provisioned.
🫴Step three - Troubleshoot.
Only 2 steps to do here.
Reset.
Reach out.
No matter the light pattern on your modem, start with a factory reset.
This is required to refresh the modem diagnostics.
First, ensure all cables are properly connected between the equipment and a power outlet, and that the coaxial cable is screwed on tightly. From there, factory reset the modem by holding the small RESET button on the back with a pin or sharp object for 30 seconds. Allow 10 minutes for the equipment to fully reboot.
The reboot sequence of the modem lights will look like one of the animations below.
I’ve waited 10 minutes and the light pattern is still the same.
Our Tech Support team will need to raise a troubleshooting ticket with the network provider.
Contact Tech Support directly via SMS or Facebook Messenger for support.
When writing in, inform Tech Support that you’ve already completed the factory reset along with a detailed description of the light pattern, a photo of your cable connections, and the following bits of info:
1) Coaxial outlet location in home (which room or floor).
2) Best phone number for a technician to reach you at.
3) In order of preference, 3 dates of availability + preferred time of day (AM, PM, or EVE) for a technician to visit your home. This does not necessarily mean a technician will need to be sent but is required info for the troubleshooting ticket.
I’ve waited 10 minutes and my service is back online.
Great!
However, if this is not the first time you have experienced this issue, contact Tech Support directly via SMS or Facebook Messenger as there may be an underlying issue that requires further investigation.
🚦My modem has the correct light pattern, but the eero LED is red.
If the LED on the eero is red, it means the eero doesn’t have a connection with the modem.
1) Ensure the ethernet cable between the modem and eero is connected securely. You should hear a ‘click’ when both ends are pushed in all the way.
You can also try a different ethernet cable, just ensure it is of Cat5e technology or greater.
2) Soft reset the eero by holding the RESET button on the bottom for only 7 seconds until the LED flashes yellow. Wait a few minutes to see if the LED changes to white and is back online. If the LED flashes blue continuously after 5 minutes, the reset was held too long and the eero has been factory reset (which also erases your outage history). Create a new Wi-Fi network using your eero app.
I’ve waited 5 minutes and the eero LED is still red.
Contact Tech Support directly via SMS or Facebook Messenger for support.
Let Tech Support know you’ve already soft reset the eero and checked the ethernet cable.
I’ve waited 5 minutes and my service is back online.
Great!
However, if this is not the first time you have experienced this issue, contact our Tech Support directly via SMS or Facebook Messenger as there may be an issue with the equipment.
🤔My issue isn't listed here.
Okay, sounds like you got a rare one.
Contact Tech Support directly via SMS or Facebook Messenger for live support.
Please provide photos of the equipment setup and modem light pattern.
Depending on the issue, Tech Support may ask you to repeat some steps.
🧐 Why do I have to do these steps?
If you’re curious as to the why behind each troubleshooting step, you can read more about it in our blog article,
"Is tech support messing with you?" here.
Updated on: 16/02/2024