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Basic Troubleshooting Modem Connectivity
  • Article ID: 31973
  • Last modified date: January 13, 2017 17:01
Summary

Basic Troubleshooting: Modem Connectivity

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.

 

  • While the modem is power cycling, transfer the customer to tier 1 customer support using the Cable Vendor Transfer Matrix https://agentportal.earthlink.net/kb/pdf/mastercablevendorcontactsmatrix.xls



 

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 work with Spectrum Technical Support.

 

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