Published November 10, 2026

Internet Down? Read Your Modem Lights First

Before you restart anything, look at four lights. They tell you whether the problem is the line, the account or just your router.

By Simon

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A row of status lights in red, yellow and green with the middle yellow light flashing

When your internet stops, look at the first four lights on your cable modem before you touch anything else. They should all be solid. If one is flashing, which one it is tells you whether the problem is the line coming into your home, the modem's link to your account, or just your router. That takes about a minute and saves you a long, vague call to support. This post walks through oxio's own checklist from its help centre, in the order I'd do it.

What should my modem lights look like?

On the oxio modem, you count the lights from the power light, which is light 1. oxio's article "My internet stopped working" says the right pattern is the first four lights solid, with exact colours varying by modem model:

Light 1: power.
Light 2 (DS, downstream): the modem is receiving a signal.
Light 3 (US, upstream): the modem can send a signal back.
Light 4 (status): the modem has an IP connection.

Wait 10 minutes after powering the modem on before you judge the lights, because it needs that long to boot, according to oxio's setup troubleshooting article. If you've just had a technician activate the line, give it at least an hour after they leave.

What does each flashing light mean?

Here is how oxio describes the three flashing patterns it lists:

Light 2 (DS) flashing: the modem has stopped receiving a signal from your home's main coaxial line. oxio says this usually points to a localized outage.
Light 3 (US) flashing: typically a problem with the line or the signal to your home.
Light 4 (status) flashing: the modem is still trying to establish an IP connection. On a new or replacement modem, it can also mean the modem hasn't been provisioned properly.

There is one more pattern worth knowing, from the setup article: if lights 2 and 3 (DS and US) flash together, the modem isn't assigned to your oxio account. That is a fix only support can make, and oxio asks for a photo of the serial number on the back of the modem. On the Gemtek GT-DUO31, oxio notes the lights behave differently: light 2 blinks blue while it connects upstream and alternates green and blue while it registers.

My internet stopped: what do I do, step by step?

Here is the sequence from oxio's articles, with the waiting times that matter:

Check the status page. oxio's status page shows major outages. If your area has a local issue, no amount of rebooting helps, so confirm with support instead.
Compare your lights to the pattern above. Solid first four lights mean the modem is fine and the problem is likely your router.
Check the coax. If light 2 is flashing, find the cable coming out of the wall in the utility room near the electrical panel, which oxio calls the main line. If your home has several coax outlets, try the others; the first four lights should come on within 10 minutes on the right one.
Factory reset the modem. Make sure the power cable is in and the coax is screwed on tightly. Hold the RESET pinhole for 30 seconds, then wait 10 minutes.
If the modem lights are right but the Wi-Fi is down, check that the ethernet cable between the modem and the router clicks in at both ends. Reset the modem as above, then unplug the router for 60 seconds, plug it back in and wait 5 minutes.

Worked example: how long this really takes

Say light 2 is flashing and there's no outage on the status page. Waiting for the boot is 10 minutes. Trying a second coax outlet gives it another 10. A factory reset is 30 seconds plus a 10 minute wait. That's roughly 20 to 30 minutes to rule out the common causes yourself, and you'll reach support with real information instead of "it's down."

When should I contact support, and what do I say?

oxio lists the moments to stop troubleshooting and contact Tech Support by live chat or SMS through oxio's support page:

The lights haven't changed 10 minutes after the factory reset.
No coax outlet in the home gives a signal, which needs a technician visit.
Lights 2 and 3 flash together.
The Wi-Fi is still down 5 minutes after the router steps.
Service came back, but it has happened before.

Have your account number ready, say that you've done the factory reset, describe the light pattern, and attach a photo of the cable connections. Mentioning that you already reset the modem and router means you skip the first round of questions.

Do power bars and splitters matter?

They can. oxio says power bars, surge protectors, smart plugs, outlet splitters and extension cords can add electrical noise that makes a modem operate poorly or fail, that they wear out over time (oxio puts the lifespan at three to five years) and that a defective one can give unstable power. If your modem acts up repeatedly, plug it straight into a wall socket as a test.

How do I tell if it's the line or my Wi-Fi?

Use the two speed tests oxio recommends in its monitoring tools article: the built-in test in the oxio Wi-Fi or eero app, and a speedtest.net run from a laptop plugged into the modem with an ethernet cable. The wired test shows the raw speed arriving at your home. My reading of it: if the wired test is fast and Wi-Fi is slow, look at your router and placement, not the line.

Where oxio fits

Most of this checklist works on any cable modem, but I like that oxio publishes it plainly, with a status page and support by chat or SMS. The modem is lent to you at no charge, and activation, installation and shipping are $0, so you're not paying to rent equipment you'll troubleshoot. If you're thinking about switching, enter at signup and your first month is free.

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