My internet stopped working.
🛑 If this is your first time setting up your oxio internet equipment, check out our article on First time plug-in.
Otherwise…
Keep calm. Let’s get your internet back on.
☝️Step one - Check our status page.
Our status page will let you know if there’s a major outage.
If all is good in your area, continue scrolling.
✌️Step two - Identify the lights on your modem.
The correct light patterns to indicate the modem (black box) is receiving a signal will show the first four lights as solid. The exact colours will depend on the make/model of the modem.
See below to check your modem’s light pattern:
If your modem’s light pattern doesn’t match the corresponding image above, there’s an issue, as it’s not receiving a signal. We’ll first help you identify what’s happening based on your current light pattern. Keep reading.
DS light flashing.
If the 2nd light on the modem (starting from the power light) is flashing green, the modem is no longer receiving a 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.
🛑 If you have the GT-DUO31 modem, you’ll see the second light blinking blue which is the equivalent of the modem trying to connect upstream.
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.
🛑 If you have the GT-DUO31 modem, you will see the second light blinking while alternating between green and blue which is the equivalent of the modem attempting to register.
🫴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.
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.
To help speed things along, provide Tech Support with the following when writing in:
- Your oxio account number.
- Confirmation you’ve completed the factory reset.
- A detailed description of the light pattern on your modem.
- A photo of your cable connections.
I’ve waited 10 minutes and my service is back online.
Great!
However, if this isn’t the first time you’ve 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 router is offline.
If you have an oxio provided router (see below) check if the LED light is one of the following:
- If you have an eero 6 router, the LED will be red.
- If you have an oxio Wi-Fi pod, the LED will be white or a light green.
- Ensure the ethernet cable between the modem and router is connected securely. You should hear a ‘click’ when both ends are pushed in all the way.
- Do a reset of the modem so that it can re-establish any connection that may have been lost:
Hold down the small RESET pinhole on the back with a pin or sharp object for 30 seconds. Allow 10 minutes for the equipment to fully reboot.
- Once the modem completes its reboot, reset the router by simply unplugging it from power for 60 seconds and then plugging it back in.
After completing these steps, wait 5 minutes for the router to reconnect.
I’ve waited 5 minutes and the Wi-Fi is still down.
Contact Tech Support directly via SMS or Facebook Messenger for support.
Let Tech Support know you’ve already reset the modem and router and checked the ethernet cable.
I’ve waited 5 minutes and my service is back online.
Great!
However, if this isn’t the first time you’ve 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.
Make sure to include 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?
Updated on: 15/09/2025