My internet stopped working.
If you’re experiencing issues with your welo internet not working, there are a few things we can do to help you diagnose the problem and get you back online.
1. Check our status page
Our status page will let you know if there’s a major outage in your area.
The status page may not catch smaller scale outages like a neighborhood. If you suspect a local area issue is affecting your internet, get in touch with our team through chat here.
2. Check your gateway’s signal
If all of the top 4 lights on your gateway (black box) are solid (not flashing), your gateway is connecting and receiving a signal.
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.
How can I get back online?
Only 2 steps to do here:
- Reset.
- Reach out.
No matter the light pattern on your gateway, start with a factory reset.
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 6 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.
I’ve waited 10 minutes and the light pattern is still the same.
If nothing has changed after 10 minutes, contact welo Support via chat for help.
To help speed things along, be ready to provide our team with:
- Your welo account number.
- Confirmation you’ve completed the factory reset.
- A detailed description of the light pattern on your gateway.
- A photo of your cable connections.
I’ve waited 10 minutes and my service is back online.
Great, we’re glad you’re back online.
However, if this isn’t the first time you’ve experienced this issue, please reach out to __welo Support __via chat to flag it to us. There may be an underlying issue that requires further investigation.
My issue isn't listed here.
Okay, sounds like you got a rare one. It’s time to reach out to welo Support via chat for live support.
To help speed things along, be ready to provide our team with:
- Your welo account number.
- Confirmation you’ve completed the factory reset.
- A detailed description of the light pattern on your gateway.
- A photo of your cable connections.
Updated on: 01/21/2026