First-time plug-in: Possible issues when setting up your equipment.

Sometimes, things don’t go as planned. Keep calm.

Let’s get your internet on.

1. Make sure the following two steps are complete

☑️You received an email from us confirming your activation OR it has been at least 1 hour since the technician left after activating your home’s line (it can take about an hour for your WiFi to be activated after your technician leaves.)

☑️Your modem and router are connected correctly.

2. Check the lights on your modem.

If all of the top 4 lights on your gateway (black box) are solid (not flashing), your gateway is connecting and receiving a signal.

If your gateway’s light pattern doesn’t match the image above, there’s an issue, as it’s not receiving a signal. 

Here’s how to identify what’s happening based on your current light pattern.

Downstream light flashing

If the down arrow light (2) on the gateway is flashing, the gateway is no longer receiving a signal from the home’s main coaxial line. This is typically due to a localized internet outage.

Upstream light flashing

If the up arrow light (3) on the gateway is flashing, this typically indicates an issue with the line or signal to your home.

Status light flashing

If the status light (4) on the gateway is flashing, this typically indicates the gateway is trying to establish IP connectivity. If this is a brand new or replacement gateway, it may also be mis-provisioned.

3. Reset your gateway

No matter the light pattern on your gateway, start with a factory reset when troubleshooting.

How to perform a factory reset:

First, ensure all cables are properly connected between your equipment and a power outlet, and that the coaxial cable is screwed on tightly. Then, factory reset the gateway by pushing in the small RESET pinhole on the back (directly below the ethernet ports) with a pin or sharp object for 30 seconds. 

If you have a WiFi extender, reset that too by unplugging it from power for 60 seconds and then plugging it back in.

Allow 10 minutes for all your equipment to fully reboot.

If your internet still isn’t working after 10 minutes, reach out to welo Support—our team is ready to help get you back online 24/7.

Updated on: 02/05/2026