Cable Modem Offline / Modem Out - Article no. 5839

Introduction

Note:

• If a customer has their own firewall software, that might be causing the issue - refer a customer to the firewall provider
  
• If customer complains of having to frequently power cycle, troubleshoot intermittent modem issue
  
• Always check customer for non-pay suspension before starting any other troubleshooting
  

Resolution Steps

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 DC Metro, IL, MA, NY, PA and TX

1. Check the Outagestab
   
2. In Merlin, troubleshoot any errors in red
   
3. If customer has eero, troubleshoot any eero issues
   
4. Power cycle modem, router,and other applicable equipment, in that order
    
5. For wired connections:
   
   • Check the Ethernet statusin Merlin

• If no errorin Merlin make sure all wires are connected properly
  

6. For wireless connections:
   
   • Ensure customer is connectedto their own router

• Have customer disconnectand use "forget this network", then reconnect
• If issue continues and customer is using their own router,advise customer to contact router manufacturer 

If the problem persists:

Click Create Work Order or Technical Case button on the Work Orders Tab in BOLT:
 

• Fill out the information as described below and click Submit
  

 CA, OR, WA

1. Check the Outagestab
    
2. Make sure all wires are connect properly
   
3. In Merlin, troubleshoot any errors in red
   
4. If customer has eero, troubleshoot any eero issues
   
5. Power cycle modem, router,and other applicable equipment, in that order
    
6. For wired connections:
   
   • Bypass the router
     
     • Services Working: customer is using their own router, advise customer to contactrouter manufacturer
        
     • Service Not Working or Company Owned Router:Create Work Order or Technical Case button on the Work Orders Tab in BOLT

• Fill out the information as described below and click Submit
  

7. For wireless connections:
   

1. Unplug router for 10 seconds; plug back in 
   

• If the problem still persists:
  
  • Click Create Work Order or Technical Casebutton on the Work Orders Tab in BOLT:
     
    • Fill out the information as described below and click Submit