before calling your Internet Service Provider (ISP) you need to perform this basic procedure to see if this will resolve your issue, this standard procedure by the support and will ask you if you already done this and will save time also when you are on the phone with a tech support.

The steps listed should work correctly for all modem types.

1. First, make sure your computer is turned completely off.
2. Disconnect the power cord from the back of the cable modem or from the electrical power source/outlet.  Make sure you are unplugging the modem power cord and not the round coaxial cable that has a threaded screw tip.

   

3. Disconnect the power from the router. If you do not have a router, disregard this step and continue to step 4.

   

4. After waiting approximately 30 seconds, reconnect the power to the cable modem.
5. Wait another minute to allow the modem to acquire a signal or reconnect.
6. Reconnect the power to the router. If you do not have a router, disregard this step and continue to step 7.
7. Then restart your computer.   The modem connection light will be solid.
8. Attempt to surf to two web pages to verify good connectivity.