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4024320 Rev A
How Do I Troubleshoot My Internet Service Installation?
How Do I Troubleshoot My Internet Service Installation?
I cannot connect to the Internet
Verify that the plug to your residential gateway AC power is properly inserted
into an electrical outlet.
Verify that your residential gateway AC power cord is not plugged into an
electrical outlet that is controlled by a wall switch. If a wall switch controls the
electrical outlet, make sure the switch is in the
ON
position.
Verify that the
POWER
and
CABLE
indicator lights on the front panel of your
residential gateway are illuminated.
Verify that the indicator lights on your router or other network connection
equipment are illuminated
Verify that all cables are properly connected, and that you are using the correct
cables.
Verify that your cable service is active and that it supports two-way service.
Verify that TCP/IP is properly installed and configured on all devices if you are
using the Ethernet connections.
Verify that you have called your service provider and given them the serial
number and MAC address of your residential gateway.
If you are using a cable signal splitter so that you can connect the cable signal to
other devices, remove the splitter and reconnect the cable so that the residential
gateway is connected directly to the main cable input. If the residential gateway
now functions properly, the cable signal splitter may be defective and may need
to be replaced.
For best performance over an Ethernet connect, your PC should be equipped
with a 10/100BASE-T network interface card.
My residential gateway does not recognize the cable network
The residential gateway works with a standard, 75-ohm, RF coaxial cable. If you
are using a different cable, your residential gateway will not function properly.
Contact your service provider to determine if you are using the correct cable.
You may need to renew the IP address on your PC. Refer to How Do I Renew the
IP Address on My PC?, for instructions on how to renew the IP address for your
particular operating system.
Summary of Contents for DPC
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