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How Do I Troubleshoot My Internet Service Installation?
How Do I Troubleshoot My Internet Service Installation?
Troubleshooting for Internet Service
I cannot connect to the Internet
Verify that the plug to your cable modem AC power is properly inserted into an
electrical outlet.
Verify that your cable modem AC power cord is not plugged into an electrical
outlet that is controlled by a wall switch. If a wall switch controls the electrical
outlet, make sure the switch is in the ON position.
Verify that the POWER and CABLE indicator lights on the front panel of your
cable modem are illuminated.
Verify that the indicator lights on your router or other network connection
equipment are illuminate
d
Verify that all cables are properly connected, and that you are using the correct
cables.
Verify that your cable service is active and that it supports two-way service.
Verify that TCP/IP is properly installed and configured on all devices if you are
using the Ethernet connections.
Verify that you have followed the procedure in How Do I Install USB Drivers?
(on page
22), if you are using the USB connection.
Verify that you have called your service provider and given them the serial
number and MAC address of your cable modem.
If you are using a cable signal splitter so that you can connect the cable signal to
other devices, remove the splitter and reconnect the cable so that the cable
modem is connected directly to the main cable input. If the cable modem now
functions properly, the cable signal splitter may be defective and may need to be
replaced.
My cable modem does not register an Ethernet connection
Even new devices do not always have Ethernet capabilities. Verify that your device
has an Ethernet card and that the Ethernet driver software is properly installed. If
you purchase and install an Ethernet card, follow the installation instructions very
carefully.