Modem Troubleshooting FAQ
If your internet is not working, please check the lights on your modem. If you are unsure what your modem looks like, it is most likely the black or grey device that has a phone cord attached to it. The most common model numbers for residential modems are 62xx or 65xx, and can be found on the bottom of the modem.
Under ideal circumstances:
Power should be on solid.
DSL should be on solid.
Internet/Activity should be blinking.
LAN should be blinking, if there is a device hardwired to the modem
Wireless should be blinking, if it is a wireless-enabled modem.
Try these common troubleshooting tips for no internet, or slow internet:
- Make sure the phone cord is plugged into the wall and into the modem snugly. It should be plugged into the port labeled line, and not phone in the back. Plugging it into phone will not work.
- Power cycle the modem. Take the black power cord out from the back of the modem for about 30 seconds to a minute, then plug it back in. It may take up to a minute or two for the modem to sync back up.
- If you have bundled service, make sure filters are installed properly on each device that requires a filter, such as phones, fax machines, alarms, etc. If you have a new device and need additional filters, please call us. Some customers may not require indoor filters.
If you are still experiencing no internet, or slow internet, please call technical support at 410-239-6920 ext. 4, or email firstname.lastname@example.org. Please be ready to access the modem when you call.
Technical support hours: Mon-Fri: 9 AM – 9 PM; Sat: 10 AM – 5 PM; Sun: 12 PM – 5 PM