Cable Internet – Troubleshooting Cable Modem Connection Issues

Cable Internet access is more than just extremely fast. It’s also an extremely reliable way to connect to the Internet.

But connection issues do occasionally come up. The good news? Often you can quickly and easily troubleshoot and resolve the issue by looking at the cable Internet modem lights.

So, if you ever have problems connecting to the Internet, take a look at the cable modem lights and follow these recommendations.

Cable Modem Connection Light is Out

  • If the light on the front of your cable modem that indicates your cable connection (it may be labeled StatusOnline or Cable) is out or blinking, you will be unable to connect to the Internet.
  • To re-establish your Internet connection, first make sure that the coaxial cable is firmly connected to the back of your modem.
  • If the cable is properly connected to your modem and the light is still out, try to reset the modem.
  • To reset your cable modem, press and hold the Reset button for five seconds. If your modem does not have a Reset button, you will need to power cycle (turn off, then on) your modem. See the complete steps for power cycling your modem below.

Cable Modem Power Light is Out

  • If your modem’s power light is off, make sure that the modem 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, test the outlet or power strip your modem is using by plugging something else in. You can also plug the modem into another outlet and/or power strip that you know is in good working condition.
  • If you have confirmed that your outlet and/or power strip are working and the cable is securely connected to the modem, but the power indicator is still off, a service call may be required. Try power cycling your modem (using the steps below) before you contact Technical Support.

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 computer is on and your operating system loaded, your network card may not be functioning correctly.
  • To troubleshoot your cable modem connection, try the following:
  • Confirm that the Ethernet cable (which looks like a slightly enlarged phone cord) is securely plugged into both the cable modem and to the back of your computer. 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 to the back of the computer first and then the back of the cable modem.
  • Try running the diagnostic program that came with your network card, if available.
  • Reset your cable modem by pressing the reset button for five seconds or power cycle your modem using the steps below.
  • Shut down and then 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 Internet modem is successfully communicating with the broadband network.
  • Depending upon the type of modem you are using, the cable Internet connection indicator light on the front of your modem may be labeled as Status, Online or Cable.
  • If that light is blinking, you may need to reset your cable modem by pressing the Reset button for five seconds. If your modem does not have a Reset button, you will need to power cycle (turn off, then on) your modem (see detailed steps below).
  • If, after one or two minutes, the connection light on your cable modem continues to blink, a Technical Service call may be required.

Cable Modem Light is Orange

  • 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 your modem.
    2. If the light is still orange, try to reset your cable modem. To do so, unplug the modem and leave it unplugged for one minute.
    3. Plug the modem back in, and wait one or two minutes for it regain connection.
    4. If the light does not turn green, a Technical Service call may be required.

How to Power Cycle Your Cable Internet Modem

Windows Users

  1. Make sure the coaxial cable is plugged securely into your cable modem.
  2. Unplug the cable modem from the power source.
  3. Leave the modem unplugged for two minutes.
  4. Plug the cable modem directly into the wall outlet.
  5. Wait for the modem to regain block sync (this usually takes just one minute or less but may take up to five minutes).
  6. When your cable modem lights are illuminated and steady, try visiting at least two websites.
  7. If the lights on your cable modem are correctly illuminated but you can’t get on the Web, run winipcfg or ipconfig, verify that you have obtained a valid IP address and try release/renew.
  8. Try once more to access a couple of websites.
  9. If you still can’t connect to the Web, shut down your computer and turn off the power by pushing the On/Off button on your computer.
  10. Restore the power and turn your computer back on.
  11. Try connecting to the Web again.
  12. If your cable lights are properly illuminated and the steps above have failed to restore your connection, you will need to call Technical Support.

Mac Users

  1. Make sure the coaxial cable is plugged securely into your cable modem.
  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 for the modem to regain block sync (this usually takes just one minute or less but may take up to five minutes).
  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 the steps above have failed to restore your connection, you will need to call Technical Support.

 

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