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Before You Start
- Check whether the problem affects every device or only one phone, laptop, or TV.
- If this is a brand-new self-install, keep your modem connected while you work through the checks.
- Stay safe and skip opening wall plates, outside boxes, or electrical panels. Reach out if wiring looks damaged or unsafe.
Steps
Confirm the modem has power and that the coax cable is finger-tight at both ends.
Restart the modem once, then wait several minutes for the main lights to settle before testing again.
Test more than one device if you can. This helps separate a service issue from a single-device or Wi-Fi issue.
If this is a new self-install, leave the modem connected for about 15 minutes and text Plugged In to 833-331-1163 only if your setup instructions tell you to.
If the modem still won't come online, try another coax outlet if one is available, then reach out with what you already tried.
Frequently asked questions
What if my self-install modem never comes online?
If the modem stays offline after the basic checks and activation step, we may need to review the order or arrange more help.
Should I keep trying random resets over and over?
One clean restart is useful. After that, the next best step is checking activation, wiring, or line status.
When should I reach out?
If things still aren't behaving, reach out and we'll help from there.