No Internet

I saw reports that there were outage in some area. I don’t think anyone would block your internet unless your bill wasn’t paid. You could try to schedule a call back to ask a rep.

Hi ​@Margie67 

We are sorry to hear you are experiencing issues with the internet connection.

Have you managed to schedule a call back for today? If not, please let us know  and we will try to get you some help.

Yes, I have scheduled a call back.

Still no call back as of this morning. I did some more tests on the modem and found that I cannot access the GUI. When the modem is not connected to the coex cable (RJ-6) and my laptop directly connected via Cat5E, the DCHP sends an IPv4 starting with 169.254.xxx.xxx which is known that it didn’t connect to DCHP server. Default Gateway is blank. When the coex cable is connected it sends an IP starting with 166.48.xxx.xxx and a default gateway starting with 166.48.xxx.xxx, and a DCHP Server staring with 24.226.xx.xx which is acceptable. I tried accessing the GUI with the default gateway, but it won’t connect. The modem manual and the sticker on the back both indicated I should be able to access the GUI on 192.168.100.1 but it won’t connect obviously because they are not on the same IPv4 network. Is the modem bricked or is this the way it should work? I need a technician to call me.

Hi ​@Margie67 

We are sorry to hear the issue persists!

Wasn’t there any call back attempt from Koodo for the call back that you scheduled?

No there hasn’t been any attempt to call me.

Hi ​@Margie67 We have just sent you a PM so we can confirm some more details, please check your community inbox when you get the chance. 

So, after 7 days of down time here’s where were at. The cable tech came today a did a full diagnostic on the cable line and couldn’t find anything wrong. I showed him that on my laptop and desktop,  I was connected to the router and modem but my network said “No Internet” He connected his laptop directly to the modem and all of a sudden he was able to get on line, and was able to do a speed test. It worked just like normal. So we made an ethernet connection  from the modem to my laptop and “No Internet” The only difference between the two laptops is that he uses a USB to Ethernet adapter and I connect directly to the ethernet port. So we plugged his ethernet adapter into my laptop USB and low and behold I was online. He said he had never seen anything like it and we both still don’t understand why or what the difference is. I contacted custormer service to have a new modem sent out and hopefully that will solve it.

Did you connect to the desktop with an ethernet cable to test as well?

I never noticed mention of wifi.  Does wifi work?

Desk Top is WiFi, can connect to router but says “No Internet on IPv4 and 6. This happend to all my devices in the household, Android and Windows based PC’s.

Found this article, now I don’t know what to think, athough Speed Test did download and upload with USB adapter.

USB to Ethernet works, but no internet if I plug in ethernet port. Wifi wont work either. : r/HomeNetworking

<Update>:  Received new modem this moring. Made connection to cable and direct ethernet to laptop. Powered up, modem booted twice before getting 4 green lights but no orange lan light. Checked laptop and was not online or connected to the modem. Tried powered down 30 secs and powered up, same problem. Tried hard reset, same problem. Connected to Koodo supplied router, same problem, no lan. It appears there is a problem with the Lan Ports on the Serrcom DM1000 modems.  Put in a Call Back request at 10:47am, received text confirmation.

Received Call Back 11:01am, turns out the new modems Serial # and MAC Address has to be enable at the cable company. Waiting for Cogeco to enable, could take up to 24 hrs.

<Update> New modem was activated around 4pm on 14-Apr-25.  Still No Internet on IPv4 and Ipv6, problem was advanced to Technical Support.  Based on the fact that I can get IPv4 internet only by using a USB to Ethernet adapter I decided to try a work around with a spare dual band router I have. I flashed the routers firmware with the latest version of DD-WRT and used the factory settings with the exception of changing the passwords, the 2.4 and 5G SSID’s and enabled WAP sercurity. Made the WAN connection to the modem and got the IPv4 connection just like the USB to ehternet adapter. I gradually connected my devices wired and wirerless to the router and manged to get everything online.  For further diagnostics I moved the WAN cable from my DD-WRT router to the Koodo supplied router and powered on. Waited 15 minutes to ensure router booted fully. Lights show this: INTERNET - Green Flashing sometimes changing to red then green again. MESH - Solid Green, WIFI - Solid Green. Connection Status: IPv4 - No Internet Access, IPv6 - No Network Access. So far I’ve tried two Koodo routers, two Koodo modems, my Netgear AX3000 router and the only thing that works for IPv4 only is my D-Link DIR-859 router flashed with DD-WRT and a USB to Ethernet adapter that can only run one device at a time. After some more research, it is suggested the IP’s for IPv4 and 6 are not assigned properly and that IPv6 may not be assigned at all. Who every reads this from Koodo, please forward to your Tech Support to assist in troubleshooting and please consider reading the link I posted 6 days ago. Today is 14 days I have down, please expidite.

<Update>: Koodo is sending a different make and model modem for testing. Est. delivery 22-Apr-25.