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      No Internet Connection? How to Get Back Online

      We know how frustrating it is when your internet stops working—especially when you need it most. This quick guide will walk you through simple steps to troubleshoot your Surf Internet connection and get back online.

      🔌 Step 1: Check Your Equipment

      Before diving into technical fixes, let’s make sure your equipment is powered and properly connected.

      Surf Internet uses an Adtran ONT (Optical Network Terminal) instead of a traditional modem, and an eero™ router for WiFi.

      • Power cycle both devices:

        1. Unplug the Adtran ONT and the eero™ router.

        2. Wait 30 seconds.

        3. Plug them back in.

        4. Wait up to 5 minutes for everything to fully reboot.

      • Check the indicator lights:

        Adtran ONT:

        • 🟢 Green = Working

        • 🔴 Red = Error

        • ⚫ No light = No power

        eero™ router:

        • ⚪ Solid white = Online

        • 🔵 Blinking blue = Setup mode

        • 🔴 Red = Offline

      💡 Tip: Use the eero™ app to check your network status, restart your router, or view connected devices.

      🧠 Step 2: Try These Quick Fixes

      • Check all cables – Make sure Ethernet and power cables are securely connected.

      • Move closer to your eero™ – Especially if you're using WiFi and far from the router.

      • Forget and reconnect to your WiFi – On your device, remove the network and reconnect.

      • Update your device’s software – Software updates can resolve device performance issues.
        (No need to update your eero™—we handle that automatically.)

      📱 Step 3: Use the eero™ App for Diagnostics

      The eero™ app provides helpful tools to manage your network:

      • Check your connection status

      • Restart your eero router remotely

      • Run a speed test

      • View connected devices and how they’re performing

      Need the app? Download it from the App Store or Google Play.

      🌐 Step 4: Check for a Service Outage

      Still offline after checking everything?

      • Try accessing the internet on a different device connected to your home WiFi.

      • Log in to your Surf account at portal.surfinternet.com to:

        • See if there’s a widespread outage in your area

        • Confirm your contact details so you’ll receive outage notifications

      📞 Still Having Trouble?

      We’re here to help.

      • Call us at 1-866-274-6381

      • Visit our Help Center

      • Use live chat on our website

      Surf Internet delivers fast, reliable fiber internet—backed by exceptional local support.

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