Basic Troubleshooting: Modem Connectivity.

Basic Troubleshooting: Modem Connectivity 

  • Reset the Cable Modem
  • To reset your cable modem, press and hold the "reset" button, located on the front or back of your modem, for five seconds. If your modem does not have a reset button, you will need to powercycle (turn off, then on) your modem. 
  • Powercycle the Cable Modem
  • Sometimes it is necessary to shut down your cable modem connection completely when something isn't functioning properly. This is similar to restarting your computer. To powercycle your cable modem and restore connectivity, follow the directions below for your operating system. 

  • Windows Users
  • Make sure the coaxial cable is plugged securely into the modem and the wall outlet (a loose connection could result in lost block sync or slow connectivity).
  • Unplug the cable modem from the power source.
  • Leave the modem unplugged for two minutes.
  • Plug the cable modem directly into the wall outlet.
  • Wait up to approximately five minutes for the modem to regain block sync (it usually takes less than five minutes and for many people it takes less than one minute to gain block sync).
  • Check the lights on your modem to ensure the cable lights are steady.
  • If the lights are illuminated, try visiting various Web sites.
  • If the cable lights on your modem are correctly illuminated but you cannot connect to Web sites, run winipcfg or ipconfig, verify that you have obtained a valid IP address and try release/renew.
  • Try visiting various Web sites.
  • If you are unable to connect to Web sites, continue to the next step.
  • Properly shut down the computer and turn off the power by pushing the "On/Off" button on the computer.
  • Restore the power and turn on the computer.
  • Try several addresses on the Web.
  • If your cable lights are properly illuminated and release/renew - and powering your computer off and then on fails, you will need to call Technical Support.

  • Macintosh Users

    1. Make sure the coaxial cable is plugged securely into the modem and the wall outlet (a loose connection could result in lost block sync or slow connectivity)
    2. Unplug the cable modem from the power source.
    3. Leave the modem unplugged for two minutes.
    4. Shut down the computer and turn it off.
    5. Plug the cable modem directly into the wall outlet.
    6. Wait up to approximately five minutes for the modem to regain block sync (it usually takes less than two minutes and for many people, it takes less than one minute to gain block sync).
    7. Check the lights on your modem to ensure the cable lights are steady.
    8. If the lights are illuminated, try visiting various Web sites.
    9. If your cable lights are properly illuminated and powering your computer off and then on fails, you will need to call Technical Support.


Cable Modem Lights Out or Blinking

  • Cable Modem Light is Out

    • If you are having problems connecting to the Internet, check the lights on the front of your cable modem. If the light on your cable modem that indicates your cable connection is out or blinking, you will be unable to connect to the Internet. To re-establish your connection, first make sure that the coaxial cable is firmly connected to the back of the modem.
    • If the cable is firmly connected to the modem and the light is still out, try to reset the modem. To reset your cable modem, press and hold the "reset" button-- located on the front or back of your modem-- for five seconds. If your modem does not have a reset button, you will need to powercycle (turn off, then on) your modem. 
  • Cable Modem Power Light is Out

    • If the modem's power indicator light is off, check the modem's power source to ensure it is securely plugged in. Your cable modem should be plugged in and powered on 24 hours a day.
    • If the modem appears to be securely plugged in and the power indicator light is still out, try another outlet and/or power strip that you know to be in good working condition.
    • If the above still does not solve the problem, a service call may be required. 
  • Cable Modem PC Light is Out

    • If the light on the back of your computer (next to the Ethernet cable connection) and/or the light labeled "PC" on your cable modem is out while your PC is on and your operating system loaded, your network card may not be functioning correctly.
    • To troubleshoot your cable modem connection, try the following:
    • Verify that the Ethernet cable (also called "RJ-45" network cable) is properly plugged into both the cable modem and to the back of your computer. The Ethernet cable looks like a slightly enlarged phone cord. If the cable looks securely plugged in and the light on the back of your computer or your cable modem is still out, try unplugging the cable and plugging it back in from the back of the computer and the back of the cable modem. Try running the diagnostic program that came with your network card, if available. Reset or powercycle (turn off, then on) your cable modem. Shut down and restart your computer.
    • If the above still does not solve the problem, please contact Technical Support. 
  • Cable Modem Light is Blinking

    • If you are having problems receiving email or browsing the Web, you should verify that your cable modem is successfully communicating with the broadband network.
    • Your cable modem owner's manual should describe the functions to which the lights on the front of your modem correspond. Look at the front of your cable modem to ensure that the cable connection indicator light is blinking. Depending upon the type of modem you are using, this light may be labeled as status, online or cable.
    • If the corresponding light is blinking, you may need to reset the modem. To do so, press the "reset" button on the front or back of your modem. If your modem does not have a reset button, you will need to powercycle (turn off, then on) your modem.
    • If, after one or two minutes, the light on your cable modem continues to blink, a service call may be required. 
  • Cable Modem Light is Orange

    • If you are having problems connecting to the Internet, check the lights on the front of your cable modem. If the light on your cable modem labeled Status is orange, you will be unable to connect to the Internet. To re-establish your connection:

      1. Make sure that the coaxial cable is firmly connected to the back of the modem.
      2. If the cable is firmly connected to the modem and the light is still orange, try to reset the modem. To do so, unplug the modem from the power supply, or from the back of the cable modem directly, and leave it unplugged for one minute.
      3. Plug the modem back in, and allow it one or two minues to regain connection.
      4. If the light does not turn green, a service call may be required.

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