Cables to Go DOCSIS Cable Modem Appendix B: Questions and Answers

DOCSIS 1.0/ 1.1 Equivalent Cable Modem

Appendix B: Questions and Answers

Troubleshooting the modem portion of this Cable Modem begins with observing the

front panel lights (also called LEDs - light emitting diodes). The pattern of these lights

indicates the status of the modem. Interpreting the pattern correctly can indicate

whether the modem is functioning properly or not. If there is a problem, the lights

provide clues as to what the problem might be. The Cable Modem does not require any

routine maintenance. If you cannot identify and correct a fault using these

troubleshooting procedures, please contact your cable television (CATV) Internet

Service Provider (ISP).

Question 1: The Power Light Is Off

Answer:

The normal state for this light is solid red. If the Power light is off, then the modem

is not receiving power. Possible Solutions:

1. Check to make sure the power cable is firmly plugged into both the cable modem

and the electrical outlet. Try unplugging, then reconnecting the cable at each end.

2. Check that the wall outlet is working. Test it by using a light or some other device in

the suspect outlet.

3. If the power light remains off, the external power supply or the power cord is

probably defective. Contact the supplier of the Cable Modem for assistance.

Question 2: The Cable Light Is Off

Answer:

The normal state for this light is solid green. If the Cable Light Is Off, then the

modem is not detecting the downstream radio frequency (RF) signal provided by the

cable network. This could be caused by any of the following:

• Radio frequency noise in the home

• Damaged cable

• Bad or loose cable connections

• Unterminated connections

• Problem with the cable on the street

• Problem in the cable network

Possible Solutions:

1. Disconnect and then reconnect the power. This will automatically reset the

modem.

2. Wait at least 4 minutes.

3. If the Cable light is still off, then there could be a problem with the cable wiring.

Check all cables between the modem and the ground terminal outside the house.

Unplug the power again, then plug it back in as before.

4. If the Cable light is still off, there might be a problem with the cable network or the

modem. Contact your cable provider.