On some occasions, such as after a power outage or equipment change in our headend, you may find your modem is no longer locking on to our system so you cannot access the internet . This can easily be fixed by just rebooting the modem. Rebooting simply means turning the power off then back on again.

To reboot your modem just unplug it and wait a minute until all the lights on the modem go out, then plug it back in and you should see the lights start flashing in sequence. After a few minutes the lights will stop flashing and:

Terayon Modems - The 'ONLINE' light should be solid green. (Send & Receive may flicker, this is normal)

Motorola Modems - The 'POWER', 'RECEIVE', 'SEND' & 'ONLINE' lights should be solid green and the 'PCACTIVITY' light should be amber (the PCACTIVITY light may flicker, this is normal).

Once your modem has reacquired its connection to us your internet service should be back up but you will need to restart your computer (if it was left running when rebooting the modem) in order to reaquire the new modem settings and get back online.

If you have a router installed at home you will need to also reboot that and it must be done in order as each piece of gear passes information from one to the other in sequence. To reboot your system when you have a router you must do it in order starting with the cable modem, then reboot your router to reaquire the modem and finally reboot your computer to reaquire the router and you should be back online.

NOTE: Be sure to give each piece of equipment a couple of minutes to reaquire before rebooting the next piece because they pass information from one to the next and if you reboot the second piece before the first has the new information it will not be able to pass that info on.