Based on the diagnostic procedure it has been determined the device is working properly and can “see” the wireless router but cannot connect to the internet. The problem may lie in the modem or internet connection itself.

Note: Depending on your Internet Service Provider (ISP) your modem and wireless router may be one unit. Additionally, the ISP may have provided the router/modem as part of their service.

The following items may assist in resolving your issue:

• If a separate wireless router is used, try connecting your device directly to your modem using an Ethernet cable. If this resolves the issue, you may be experiencing a problem with the router. Some wireless routers are not compatible with some cable modems. Check with your ISP for compatability.
• Check for a temporary service interruption. There may be an outage in your area. Wait 15 to 30 minutes and try to connect to the Internet again.
• Check for loose connections or damaged cables connecting the router/modem.
  • Check the coaxial cable for the modem/router.
  • Check the Ethernet cable between the modem and the router (if one is used).
  • Check the USB cable between the modem and the router (if one is used).

If your problems persist, please contact your Internet Service Provider directly.