Cable Modem Offline / Modem Out- Article no 5839

Introduction

Note:

  • If customer has their own firewall software, that might be causing the issue - refer customer to 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

 

 

 DC Metro, IL, MA, NY, PA and TX


  1. Check the Outages tab
     
  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 status in Merlin

    • If no error in Merlin make sure all wires are connected properly
       
  6. For wireless connections:
     
      • Ensure customer is connected to their own router

      • Have customer disconnect and 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

     
    Trouble Call or Tech Case Trouble Call
    Service Category Data
    Problem Description EA - Modem Out
    Select All Affected Equipment
    Schedule First available time that works for the customer
    Notes Include all pertinent information in the notes


     

 

 CA, OR, WA

 
  1. Check the Outages tab
     
  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 contact router 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
           
          Trouble Call or Tech Case: Trouble Call
          Service Category: Data
          Problem Description: EA - Modem Out
          Select: All Affected Equipment
          Schedule: First available time that works for the customer
          Notes: Include all pertinent information in the notes

         

  7. For wireless connections:
     
    1. Unplug router for 10 seconds; plug back in 
       
      • If the problem still 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
             
            Trouble Call or Tech Case Trouble Call
            Service Category Data
            Problem Description EC - Home Lan Problem
            Select All Affected Equipment
            Schedule First available time that works for the customer
            Notes Include all pertinent information in the notes

Article ID: 318
Created: February 2, 2024
Last Updated: February 2, 2024
Author: [shekhar.bhanot@teamhgs.com]

Online URL: https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=318