Chapter 6
Troubleshooting tips
If the solutions listed in the Troubleshooting solutions table below do not solve your
problem, please contact your service provider for assistance. Your service provider may ask
for the status of the T25 front panel LEDs, see
#unique_40
for more information.
Solutions
T25 Troubleshooting solutions
Modem problem
Possible solution
Power LED icon is OFF
■
Check the power connection from the cable modem to the
electrical wall outlet.
■
Check that the electrical wall outlet is working.
If the outlet is controlled by a wall light switch, disconnect
the cable modem power cord and connect it to another
electrical wall outlet that is not controlled by a wall light
switch.
Cannot send or
receive data
■
Check each end of the coaxial cable connection on the
cable modem and cable wall outlet.
■
Use your hand to tighten each connector, if necessary.
■
Check the Ethernet cable to make sure it is properly
connected to the cable modem and computer.
■
On the front panel, check the status of the LED icons
and refer to
Front panel LED icons and error conditions
(page 31) to identify the problem.
■
If you have cable television service, check your television to
ensure your cable service is operating properly.
■
If none of the above solutions resolves the problem,
contact your service provider or call ARRIS technical
support at
1-877-466-8646
for assistance.
Cannot access the
Internet
■
Check that all cable and power connections on your cable
modem and computer are properly connected.
■
Check that the
Power
and
Online
LED icons on the front
panel are lit up solid.
■
Check the connection to the router is correct.
SURFboard
®
T25 Cable Modem with Xfinity Voice User Guide STANDARD Revision x.5
30
