What if my modem is offline?

If you notice you're not able to get online, one of the things you can do is check the lights on your modem to determine if it's online or offline. If you see that any of the lights indicating power, receive, send, or online are off or flashing, that means the modem is offline. To try to get it back online, here are some steps you can try:

  • Please unplug the power cord from your cable modem, you should see all the lights disappear.
  • While the power cord is unplugged check the COAX cable that leads from your cable outlet on your wall, to the back of your modem - it is a thick round cable with metal ends. This is the cable that brings the signal to the modem. This cable needs to be tight on the back of the modem, and on the wall outlet or splitter.
  • Once you've made sure the COAX cable is twisted on tight and secure, please plug the modem back in, and watch the lights. It may take about a minute for the lights to come back on and stabilize.

If any of the lights indicating power, receive, send, and online are off or flashing, this means the modem is still offline, please call our 24/7 technical support line for further assistance at 1-866-928-3123.