Forum Discussion

JasonHoup's avatar
JasonHoup
New Member
8 years ago

Modem Not Responding to Reset

Our modem isn't responding to a reset and only has 2 lights, the power light and the wi-fi light which blinks intermittently.  We have spent over an hour on the phone with tech support with no succes...
  • Liz's avatar
    Liz
    8 years ago

    Hi Jason,

     

    Welcome to the community and thank you for posting. Let me send you another modem. You can send yours back in the same box as the replacement's; there's a return label in the outer pouch. The modem should arrive in a few days, let me know how it works out for you.

     

GabeU's avatar
GabeU
Distinguished Professor IV
JustTheTruth wrote:

By default, the 2.4GHz and 5.0GHz are on so I'm guessing a WIFI issue.

 

"only has 2 lights, the power light and the wi-fi light which blinks intermittently."

 

That's not a WiFi issue.  Whatever is going on may be causing them not to be able to connect via WiFi, and a USB ethernet adapter may help in determining what it is, but something else is going on with this modem (or other equipment).  The reps will most likely be able to see what the issue is if/when they run remote diagnostics.    

 

JustTheTruth's avatar
JustTheTruth
Spectator
8 years ago

If the System light is off then no connection with NOC and it doesn't matter if WIFI works or not :smileyvery-happy:

 

I had a similar issue not more than a few hours ago ... lnb/transmitter crapped out (easy to troubleshoot and fix) [Power light], [LAN light], and no [System], [Receive], or [Transmit] (no WIFI because disabled).

 

Accessed modem via WIFI and Ethernet and saw that signal would periodically spike and crap out to low level signal (replaced lnb/transmitter and works like a champ) so if the WIFI isn't working then that points to a modem issue more than likely.

 

Of course, unless you standing right there to troubleshoot system then your sort of arm-chair quarterbacking the problem.

  • GabeU's avatar
    GabeU
    Distinguished Professor IV
    8 years ago
    JustTheTruth wrote:

    If the System light is off then no connection with NOC and it doesn't matter if WIFI works or not :smileyvery-happy:

     

    Exactly, as my reply indicated.  And, as stated, the issue is not the WiFi.  Not being able to connect via WiFi is, almost assuredly, a result of what's going on, not a cause.  In addtion, being able to connect via LAN cable isn't going to change that.  Sure, the person may be able to see some state codes and other info, but that isn't going to do them any good.  The only thing that may work is a power cycle, and if it doesn't bring the modem back to a working state, the reps will need to get involved, regardless of what the OP can see while connected via LAN cable.