Power Cycle a Cable Modem, EMTA, or FTTH ONT - Article no. 1990

Self-Service Support Alert: this article is available for customers on help.astound.com

Introduction

Note: 3rd party VoIP provider (Vonage, Skype, etc)

• There is no reason to perform these steps if:
  
  • Phone service is working
    
  • The internet connection is working
    
  • Power cycling the cable modem in these instances will disconnect your call

Resolution Steps

Power Cycling a Digital Phone Cable Modem (EMTA)

• If you are speaking on your digital phone number connected to this device, there is no reason to perform these steps; your internet connection is already working.
  
• Power cycling the cable modem in these instances will disconnect your call
  
  1. Disconnect cordthat supplies power to the EMTA
      
  2. Take off battery cover and remove the back-up battery
     
  3. Wait 60 seconds
     
  4. Plug power cord back in
     
  5. Re-install back up battery, and reinstall cover
     
  6. Wait 30 seconds, then check for dial tone

Power Cycling a Cable Modem

1. Disconnect power from the router / eero and/or Shut down the computer
2. Unplug the modem's power cord from the electrical outlet, not from the back of the modem (when possible)
3. Wait about 60 seconds
4. Plug the power cable back into the wall outlet
5. The power should light up on the cable modem  -make sure there is power to the wall outlet and the power cable is plugged in all the way
6. Turn the computer on and/or plug the power back into the router

Power Cycling an FTTH ONT

1. Disconnect power from the router / eero and/or Shut down the computer 
2. Unplug the modem's power cord from the electrical outlet, not from the back of the modem (when possible)
   
3. Wait about 60 seconds 
4. Plug the power cable back into the wall outlet 
5. The power should light up on the cable modem  -make sure there is power to the wall outlet and the power cable is plugged in all the way
   
6. Turn the computer on and/or plug the power back into the router

Internal Information

If the Modem is a 3-in-1 and the customer has an eero, press the eero passthrough button after the 3-in-1 comes back up and before powering on the eero and other equipment.

Article ID: 445
Created: February 27, 2024
Last Updated: February 27, 2024
Author: shekhar-retail@teamhgs.com [shekhar-retail@teamhgs.com]

Online URL: https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=445