Internet down - Modem not working

[vshan78]

Hi All,

My Gen5 internet has been down all day, and it appears that the modem is not working. The only lights that come on are the power light and the Wi-Fi light.  I tried resetting multiple times to no avail.  I also unable to access http://192.168.0.1, and get a system status. 

There have been no recent storms or anything, so I am at a loss as to what caused this. Any help or suggestions would be appreciated.

Thanks so much!

[C0RR0SIVE]

Have you attempted rebooting your HT2000w by removing power at the wall for 30 seconds, then plugging it back in and wait for a few minutes for it to start coming back up?

When you attempt to access the modems internal page, are you trying over wifi?  If so, please try accessing it while directly connected with a network cable if possible.

[Amanda]

Hi vshan78,

Can you try to access http://192.168.42.1 over wifi instead?

Thanks,

Amanda

[vshan78]

Hi Amanda,

I am able to access the modem settings login at  http://192.168.42.1 over wifi.

I did try to reboot the modem from the Adminstration menu when I logged in also, just in case, but that did not work either. The internet is still down unfortunately.

Thanks!

[Amanda]

Hi vshan78, 

We'll need to send you a new modem, I'll put in an express ship replacement today free of charge. 

Thank you,

Amanda

[Amanda]

Hi vshan78,

Disregard - I see our support agents have already created a replacement order for you. Please check back in if you need any further assistance.

Thank you,

Amanda