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Introduction Non-GPON Symmetrical (formerly Wave G) in CA, OR and WA: Follow troubleshooting steps, except power cycle modem and access Merlin.  If a Non-GPON Symmetrical (formerly Wave G) customer experiences disconnections at regular intervals... Read More

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... Read More

Introduction Modem Offline Merlin Errors: STARTCONFIGFILEDOWNLOAD  MAC address was not found on Wave, Grande or RCN networks  Device not registered on the Network Headend  Provisioning Does Not Exist for this MAC  Entered MAC is not... Read More

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 ... Read More

  Resolution Steps Customers may check the logs on their cable modem These logs will normally read: Sep 30 2014 22:17:16    4-Error    E106.0    SW upgrade Failed before download - TFTP Max Retry Exceeded Sep 30 2014 22:17:16    4... Read More

  Introduction   The DHCP lease information area in Merlin does not tell you the modem model, but rather the Ethernet OEM based on the first 6 characters of the MAC address  Because Arris recently bought out some Motorola Corporation... Read More

Introduction Hijacking redirect occurs when a customer gets a special DNS ( 207.172.156.202 ) server issued along with an IP lease  This causes every web page the customer tries to access to go to a specific site.  In this case, the Hijack... Read More

Introduction To reactivate modem service, customer must be current Resolution Steps Go to the ICOMS Customer Equipment [BX] screen, highlight the modem and click Port Occ Asgn Highlight the modem again and click Modem Prov Verify theÂ... Read More

Introduction This procedure is to reprovision the Data portion of equipment Resolution Steps Reprovision a Cable Modem Go to the Customer Equipment Maintenance [BX] screen  Highlight the modem and click the Remove Occurrence button  On the... Read More

  Resolution Steps Note: init(d) is not the same as online(d) Access Merlin through BOLT; bring up the customer's modem  Look for any indication (red) of an outage on the UBR   Click the Reboot button for the modem  Have the... Read More