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Troubleshooting Tips
What if I can’t make an Internet connection right after
installation?
• First turn your cable modem off for at least 8 seconds, then
on, to see if that fixes the problem.
• Check the connections you’ve made to your cable modem –
power, Ethernet, and coax. Are those connections good? Be
sure that the coax cable connection is tight enough, possibly
using the coax wrench.
• Check that the modem’s power cube is plugged into a live
outlet, and that the Ethernet cable is connected securely.
• Make sure that your coax cable is live. You can check that by
using it with a TV.
• Check that you provided the correct setup information to your
cable service provider.
• Contact your cable service provider to make sure they’ve
turned on your Internet service.
What if my cable modem has been working, and then stops
working?
• First turn your cable modem off for at least 8 seconds, then
on, to see if that fixes the problem.
• If the modem’s lights don’t come on, check that the modem is
getting power from its power cube and that the modem’s
power button is on.
• Check your cable modem cables.
• Check with your service provider. Sometimes there’s a service
outage or some other service issue. Sometimes a service
outage also affects your TV service, so check that.
What if I’m getting Internet service but my speed is
disappointing?
• Be sure you know what speed you’re paying for.
• Check the speed with a computer plugged into the modem.
Use one of the tools found when you search the phrase:
broadband speed test.
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