Chapter 7
:
Troubleshooting
PN 365-095-33947 x.1
SBV2402 Internet & Voice cable modem for Xfinity® customers user guide
28
I cannot access the internet (Ethernet)
If you are using a hub, is the hub turned on?
Are you using the right type of Ethernet cable? Use the supplied cable for direct connection to
a computer; use a cross-over cable for connection to a hub.
Press the
Reset
button on the back of the SBV2402.
I can get on the internet, but everything is slow
If the website you are visiting is very popular, that site may be having trouble servicing all the
requests. If other sites download quickly, wait for a few minutes and try again. Usage during
peak hours may also affect the connection speed. Also, other communications on the LAN
may slow down the connection.
I do not have a dial tone when I pick up the phone
For telephone service to be functional on your SBV2402, the service must have been
purchased from your service provider and configured on your SBV2402. The following steps
should help in identifying the source of the problem:
1.
Is the Power LED lit?
•
If not, check to make sure your SBV2402 is plugged into an electrical wall outlet and
the outlet has power. Use only the external AC power adapter (if provided) and power
cord included with the device.
•
If the LED is lit, proceed with the next step.
2.
Is the Online LED lit?
•
If not, check the coax cable connection between the SBV2402 and the wall. Ensure
they are connected tightly. If they are and you do not have a dial tone, contact your
service provider.
•
If the Online LED is lit, go to the next step.
3.
Is the Telephone (Tel 1 or Tel 2) LED lit?
•
If not, phone service has not been set up on that telephone line. Contact your service
provider.
•
If it is blinking, there is a phone off hook somewhere in the house. Find the phone and
hang it up.
•
If it is lit, proceed with the next step.
4.
Is the phone plugged directly into your SBV2402?
•
Make sure the phone is plugged into the
Tel 1
port for line 1 or the
Tel 2
port for line 2
on the back of your SBV2402.
•
If the phone is connected, try connecting a different phone.
Make sure the new phone is a working phone.
