user: can you guys help me? my router is plugged in and everything is connected but there’s a red globe and says i have no coax connection. please help
agent: We can help! Try a manual reboot. Do so by unplugging the router and unscrewing the coax cable. After 3mins, re-screw the coax cable and plug in the router. This should help! Let us know.
user: Have done this 30 times but will try again
agent: Thank you for trying. Do you have access to your battery backup unit? It is usually a black or white box with blue buttons mounted on a wall in a closet or garage.
user: I have access to it. I tried unplugging and replugging and still didn’t work.
agent: Thanks for trying that. Is the System Status light green currently? Also, is there an Alarm Silence button?
user: The light is green and there is no alarm button
agent: Thank you for checking. Please follow and DM us when you get a chance.
user: This is what I see Done
agent: Press and hold the blue "ONT Reset" button down for 20secs. This should reset and restore your services. Let us know if this helps.

The customer is complaining that even though they have plugged in everything it says they have no coax connection. The agent asked to dm them even the issue persists.
### Instruction: Below is a conversation between a human and an AI agent. Write a summary of the conversation.

### Input:
user: can you guys help me? my router is plugged in and everything is connected but there’s a red globe and says i have no coax connection. please help
agent: We can help! Try a manual reboot. Do so by unplugging the router and unscrewing the coax cable. After 3mins, re-screw the coax cable and plug in the router. This should help! Let us know.
user: Have done this 30 times but will try again
agent: Thank you for trying. Do you have access to your battery backup unit? It is usually a black or white box with blue buttons mounted on a wall in a closet or garage.
user: I have access to it. I tried unplugging and replugging and still didn’t work.
agent: Thanks for trying that. Is the System Status light green currently? Also, is there an Alarm Silence button?
user: The light is green and there is no alarm button
agent: Thank you for checking. Please follow and DM us when you get a chance.
user: This is what I see Done
agent: Press and hold the blue "ONT Reset" button down for 20secs. This should reset and restore your services. Let us know if this helps.

### Response:
The customer is complaining that even though they have plugged in everything it says they have no coax connection. The agent asked to dm them even the issue persists.