Basic troubleshooting guide for connectivity issue:
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If using service through our cable modem, please see if it is powered on and all the cables are connected properly
- If there is a standby LED on the cable modem and if it is ON: Press the standby button at the top of the modem and check.
- PC/Activity LED on the cable modem is glowing; if not check /replace the LAN cable. Also try using with a different device.
- if any of the receive/send/online LED on the cable modem are not glowing or blinking please call customer care number
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If using a wireless router, please see that it is powered on, all cables are properly connected and the WAN/LAN LEDs are glowing.
- Reboot (power recycle). Switch off the router, wait for about 30 seconds and switch it on again.
- oCheck if the laptop has obtained a valid IP address. it should not be starting with 169
- Try connecting a laptop directly to the YOUBB cable and initiate a fresh login (PPPOE) request.
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See if there is an error message. If getting 691, please cross check the user ID/password. If getting 769/695,please check the LAN cable;also try disable and then enable the LAN card. If getting 678/651 call the customer care number.
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If you are using a new device, please check if its mac is updated or not. A new mac can be updated through “My account”.
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If everything appears to be ok, the device is obtaining a valid IP address and still there is no browsing, try with a different browser. Also check if there is any proxy setting.
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If nothing helps, please call and log a complaint with our customer care number. We will help you in restoring the service at the earliest.
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