Restarting your modem or gateway (the term gateway is used when modem + router are on the same device) is often the most common solution for Internet connectivity issues.
TELUS has two different connection types:
Step 1: Locate your modem or gateway
You can typically locate your modem or gateway near a telephone jack, near an electrical panel, or in the equipment/utility room. It should resemble one of the following models:
Note: If you are unable to locate your modem or gateway, please contact us for further assistance.
Step 2: Restart your modem or gateway
The modem/gateway has a DSL light to indicate if the connection between the device and TELUS is established. If the DSL light is off, ensure that the phone cable is connected to both the modem or gateway's DSL phone port and the wall jack. If the DSL light is still not green after checking the cables, restart the device:
To restart your modem or gateway, unplug the power cable from the wall outlet
Wait 30 seconds, then reconnect the power cable
Once restarted, the modem or gateway will take 2 minutes to reboot
Once rebooted, check that your devices are connected to your LAN & Wi-Fi network, then test your connection by launching your browser
If there’s an issue with the connection, you will see a red light on WAN or Alarm on the modem or gateway.
If you have a separate router, make sure it is on and connected to the modem through a network cable to the WAN or GIGE port of your router, depending on the modem you have.
Warning: To avoid any risk associated with the optical fibre, please handle it carefully without ever looking at the tip. You must always point the optical fibre towards the ground.
Warning: Moving or unplugging the fibre terminal may involve manipulation near your electrical panel. Please be careful to never touch your electrical panel.
To restart your fibre ONT (Optik Network Terminal), press the black on/off button located on the right side of the terminal
If your setup contains a SFP (small form-factor pluggable), please jump to step 3.
Wait 1-2 minutes for your terminal to reboot. Once fully rebooted, you will see a green power light and a green LAN 1 light.
Unplug the modem or gateway's power cable, wait 30 seconds, and reconnect it
Une fois redémarré, le modem ou la passerelle prendra 2 minutes pour redémarrer
Une fois le redémarrage effectué, vérifiez que vous êtes connecté à votre réseau local, puis testez votre connexion en lançant votre navigateur. Assurez-vous qu'un câble réseau est connecté à l'un des ports LAN du modem (1-4) et au port LAN de votre PC.
