Appendix A: Troubleshooting Tips
Problem:
I cannot access the Internet. What should I do first?
Solution:
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Make sure that your Cable Modem/Router’s MAC address is
registered with your cable provider. When your provider’s
representative or setup software asks for your MAC address, you can
find the
CM MAC
address on your modem/router’s label. When the
cable modem is standing vertically this label is located on the side of
your modem. If you are having a problem, you may need to check with
your cable service provider to make sure the service provider set up
its system properly for your cable modem.
¾
Check your Cable Modem/Router’s Ethernet and coaxial cable
connections. Make sure the coaxial cable is tightly connected. If a
computer is plugged into an Ethernet port, make sure that the cable is
plugged in all the way on both ends.
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If you are using wireless, check that your wireless connection is
functioning correctly. Check the section below, “I am having trouble
connecting my computer or other device wirelessly to the Cable
Modem/Router.”
¾
Power off your modem/router for at least 10 seconds and then power
it back on.
¾
Restart your computer or other devices connected to the Cable
Modem/Router. This ensures that they receive a correct IP address
from the router.
Problem:
I cannot access the Internet. My Power light is on, my Downstream
and Upstream lights are on or blinking, and my Online light is on.
Solution:
¾
If you are using your computer’s Ethernet port, check that there is a
good connection between your computer and the modem/router’s
Ethernet port. Check that the light for that port is on or flashing.
¾
If you are using wireless, check that your wireless connection is
functioning correctly. Check the section below, “I am having trouble
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