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General Troubleshooting
You can correct most problems you have with your product by consulting the troubleshooting
list that follows.
I can’t access the internet.
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Check all of the connections to your Cable Modem.
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Your Ethernet card may not be working. Check each product’s documentation for more
information.
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The Network Properties of your operating system may not be installed correctly or the
settings may be incorrect. Check with your ISP or cable company.
I can’t get the modem to establish an Ethernet connection.
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Even new computers don’t always have Ethernet capabilities – be sure to verify that your
computer has a properly installed Ethernet card and the driver software to support it.
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Check to see that you are using the right type of Ethernet cable.
The modem won’t register a cable connection.
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If the modem is in Initialization Mode, the INTERNET light will be flashing. Call your Cable
Company if it has not completed this 5-step process within 30 minutes, and note which
step it is getting stuck on.
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The modem should work with a standard RG-6 coaxial cable, but if you’re using a cable
other than the one your Cable Company recommends, or if the terminal connections are
loose, it may not work. Check with your Cable Company to determine whether you’re using
the correct cable.
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If you subscribe to video service over cable, the cable signal may not be reaching the
modem. Confirm that good quality cable television pictures are available to the coaxial
connector you are using by connecting a television to it. If your cable outlet is “dead”, call
your Cable Company.
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Verify that the Cable Modem service is DOCSIS compliant by calling your cable provider.
