Basic troubleshooting steps

A. Verify modem lights and connections:
  1.Verify connections on the back of the modem:
        a. Power cord
        b. Coaxial cable
        c. Phone line: Tel1 (usually labeled Tel1/2 on the back)
        d. Ethernet or USB (not both)
  2.Tel1 will flash when the phone is in use or ‘off the hook’
3. If Tel2 starts flashing when the phone is picked up – the phone line needs moved back to Tel 1
B. Bypass inside phone wiring by plugging one phone directly into the modem

C. Restart the modem, router (if present), and computer after making changes
Unplug the power from the modem - if the lights do not go off there is a battery that needs removed

  1. Unplug the power from the modem - if the lights do not go off there is a battery that needs removed
  2. If are using a router, unplug the power from the router
  3. Shut down the computer(s)
  4. Wait at least 30 seconds
  5. Verify the telephone cord is plugged into the port labeled Tel 1/2 or Tel 1
  6. Plug the power in to the modem and wait until the lights return to the normal pattern
  7. Plug the power in to the router and wait until the lights are back on
  8. Start the computer(s)

If you are still having problems connecting to the Internet, no dial tone or other phone issues, or the lights on the modem are not correct, contact Internet Technical Support