5 Cable Modem Troubleshooting Tips

Cable Internet is a blazing fast method of accessing the Web. The connection uses bandwidth from your cable television connection to provide an Internet connection which is overall quite  reliable.  However, this connection can sometimes be interrupted by power outages, damaged lines and routine maintenance. When you find yourself without a live connection to the Internet, there are five main troubleshooting steps that will put you back online in the majority of cases. Try these first before contacting your cable company.

For troubleshooting your cable modem, you will need:

• Computer

• Cable Modem

• Ethernet Cable

Troubleshooting Your Cable Modem:

1. Turn off the computer by going to Start, Shut Down. Allow the computer to fully turn off. Do not press the power button or unplug the computer to turn it off, but allow it to shut down normally to avoid damage to the system.
2. Unplug the power from the cable modem. Wait one full minute to give the device ample time to reset.
3. Reconnect the power to the cable modem.  Watch the lights as the modem initializes.  No lights illuminating or blinking in unison are symptoms of a more serious issue.  If you have these issues contact the support line of your cable provider. Give the cable modem a full minute to initialize and connect to the Internet.
4. Turn the power on your computer.  Allow the computer to fully load before attempting to access the Internet.

5. Open Internet Explorer.  You should once again be able to surf the Internet.

Tips:

• While waiting for your powered-off devices to reset, refresh the ethernet connection between the modem and your computer by unplugging and reconnecting the ethernet cable that runs between your cable modem and your computer on both ends. Physical connection issues are the second most common problem with cable Internet modems.  If the ethernet cable appears in bad condition or the ends are damaged, replace the cable with a new one.
•  If you have a router, power it off when you unplug the cable modem. After your modem has reinitialized power the router on and wait approximately one minute for it to initialize before turning your computer on.
•  If you have an EMTA instead of a traditional cable modem (for voice as well as data services), unplugging the device will not force it to reset.  Instead, press the reset button located on the back of the device.  You will know that the device has reset because all of the lights will blink off momentarily.  Allow the device to reinitialize before turning on your computer.

Resources:

Comcast Customer Central: Power Cycling Your Modem