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2. If you are unable to activate your Internet service using the instructions on your cable
Internet service provider’s website, call your cable Internet provider and do the
following:
1. When asked, provide your account information and provide your cable modem or
modem router’s model number, serial number, and MAC address.
The serial number and MAC address are on the label on your cable modem or
modem router, which is on the bottom of your cable modem or modem router.
2. Wait for your cable Internet service provider to confirm that your cable modem or
modem router is active.
3. If you do not get an Internet connection with your cable modem or modem router,
ask your cable Internet service provider to look for your cable modem or modem
router online, and do one of the following depending on what your cable Internet
provider tells you about your cable modem or modem router:
o If your cable modem or modem router is not visible, your cable Internet service
provider can give you instructions to verify why your cable modem or modem router
does not connect with your high-speed Internet service.
o If your cable modem or modem router is visible to your cable Internet service
provider, reboot your cable modem or modem router and check your online status
again.
2. Check the power levels of the cable line that connects to your cable modem or modem
router. If you’re experiencing intermittent connections or slow speeds, your cable line
might not have sufficient power levels. If your power levels aren’t within the required
levels, contact your ISP.
For more information about power level guidelines, visit How do I view the downstream
and upstream power levels of my cable modem or modem router? .
Downstream and upstream power levels are important when determining if the cable line that is
connected to your cable modem or modem router is receiving sufficient power. Good
Downstream power levels are within -7 to +7 dBmV. Good Upstream power levels are within
38-48 dBmV.
To view the upstream and downstream power levels:
3. Launch a web browser from a computer or mobile device that is connected to your
network.
4. Enter http://192.168.100.1.
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