Network Set-Up

The Motorola Surfboard series cable modems all have five LED lights on the front indicating the network status. The lights indicate the following:

• Power
  If the power light is blinking, your modem is not associated with your internet service. You will need to call our technical support department at 1-866-WAVE-123 (1-866-928-3123) to make sure your account is active and your modem is registered with our system.
• Receive
  If the receive light is blinking, your modem is connecting to the network. If it continues to blink without turning solid, there is no connection to the internet. Check the cable line that screws into the back of the modem and make sure it is secure. If necessary, bypass any splitter and run the cable directly from the outlet to the modem.
• Send
  If the send light is blinking, your modem has found a connection to the network and is establishing that connection. If the light continues to blink without turning solid, the signal is not stable enough for the modem to hold a connection. Check the cable line to the modem, and if necessary, bypass any splitter on the line.
• Choose the IP Address tab. Verify that Obtain an IP address Automatically is bulleted.
• Choose the Gateway tab. Make sure nothing is under Installed Gateways.
• Online
  If the online light is blinking, your modem is securing a connection to the network that can be used to access the internet. Once the online light turns solid, the modem is connected.
• Activity
  If the activity light is blinking or solid, your modem is connected to your computer, or your router if you are using one. The next step is to make sure your computer or home network is online.

In addition to these five lights, the Motorola Surfboard SB5100-series cable modem has an additional light:

• Standby
  If the standby light is on, your modem is in standby mode. To come out of standby mode and resume a normal connection, press the standby button on top of the modem.
  Note: The standby button will not reset your modem’s connection to the internet.

If your modem is unable to get online, you will want to reset it. Remove the power cord from the back of the modem, and let it sit without power for at least 30 seconds. Then restore power to the modem and determine if it can get online. If the modem cannot connect to the internet, please call our technical support department at 1-866-WAVE-123 (1-866-928-3123) so we can determine if a service call is required.

If you have a router, you will want to disconnect power to the router while the modem is unplugged, and leave the router without power while the modem is getting connected to the internet. Once the power, receive, send and online lights are all solid, you can restore power to the router, and the activity light on the modem should turn on, either blinking or solid depending on your particular model of Surfboard modem.

The Arris Touchstone cable modem has five LED lights on the front indicating the network status. These indicate the following:

• Power
  If the power light is blinking, your modem is finding a connection to our network. If it continues to blink without turning solid, the modem is unable to establish the connection. Check the cable line that screws into the back of the modem and make sure it is secure. If necessary, bypass any splitter and run the cable directly from the outlet to the modem.
• Online
  If the online light is blinking, your modem is in standby mode. To come out of standby mode and resume a normal connection, press the standby button on top of the modem.
  Note: The standby button will not reset your modem’s connection to the internet.
• Cable
  If the cable light is blinking or solid, your modem is connected to the internet.
• USB
  If the USB light is solid, your modem is connected to your computer using the USB cable in the back of the modem. If the USB light is blinking, your modem is showing current internet activity from your computer.
• Ethernet
  If the ethernet light is solid, your modem is connected to your computer, or your router if you are using one, using the ethernet cable in the back of the modem. If the ethernet light is blinking, your modem is showing current internet activity from your computer or home network.

If your modem is unable to get online, you will want to reset it. Remove the power cord from the back of the modem, and let it sit without power for at least 30 seconds. Then restore power to the modem and determine if it can get online. If the modem cannot connect to the internet, please call our technical support department at 1-866-WAVE-123 (1-866-928-3123) so we can determine if a service call is required.

If you have a router, you will want to disconnect power to the router while the modem is unplugged, and leave the router without power while the modem is getting connected to the internet. Once the cable light is solid, you can restore power to the router, and the PC light on the modem should turn on solid.

The Hitron BRG-series cable modem has five LED lights on the front indicating the network status. These indicate the following:

• Power
  If the power light is blinking, your modem is not associated with your internet service. You will need to call our technical support department at 1-866-WAVE-123 (1-866-928-3123) to make sure your account is active and your modem is registered with our system.
• Cable
  If the cable light is blinking orange, your modem is connecting to the network. If the cable light is solid orange, your modem has found a connection and is securing it. If the cable light is solid green, the modem has a connection. If it continues to remain blinking or solid orange, the modem cannot establish a connection to the internet. Check the cable line that screws into the back of the modem and make sure it is secure. If necessary, bypass any splitter and run the cable directly from the outlet to the modem.
• Status
  If the status light is blinking, your modem is registering its connection with our network. Once the status light is solid, your modem is online.
• ETH
  If the ETH light is solid, your modem is connected to your computer, or your router if you are using one, using the ethernet cable in the back of the modem. If the ETH light is blinking, your modem is showing current internet activity from your computer or home network.
• USB
  If the USB light is solid, your modem is connected to your computer using the USB cable in the back of the modem. If the USB light is blinking, your modem is showing current internet activity from your computer.

If your modem is unable to get online, you will want to reset it. Remove the power cord from the back of the modem, and let it sit without power for at least 30 seconds. Then restore power to the modem and determine if it can get online. If the modem cannot connect to the internet, please call our technical support department at 1-866-WAVE-123 (1-866-928-3123) so we can determine if a service call is required.

If you have a router, you will want to disconnect power to the router while the modem is unplugged, and leave the router without power while the modem is getting connected to the internet. Once the cable light is solid, you can restore power to the router, and the PC light on the modem should turn on solid.

If the modem is connected to the internet, but your computer is not getting online, you should check the network settings on your computer.

1. Move the cursor to the lower left hand corner of the screen to get the Start button to appear. For Windows 8.1 the Start start button will be present.
2. Right click on the Start button to get into the computer settings menu.
3. Click Control Panel.
4. Click on the Network and Internet icon.
5. Click on the Network and Sharing Center icon.
6. Click on Network that the computer is connected to, located at the top right, next to connections.
   
7. Choose Properties.
8. Double left click on Internet Protocol Version 4 (TCP/IPv4).
9. Make sure Obtain an IP address automatically and Obtain DNS server address automatically are selected, and if not, select both of them.
10. Click the OK button.
11. Click the Close button on the Connection Properties.
12. Click the Close button on the Connection Status.

If your modem is connected to the internet, but your computer is not getting online, you should check the network settings on your computer.

1. Click the Start button and select Control Panel.
2. Click on the Network and Internet icon.
3. Click on the Network and Sharing Center icon.
4. Click on the Local Area Connection link.
5. On the Local Area Connection Status window that appears, click the Properties button.
6. In the list of network components, select Internet Protocol Version 4 (TCP/IPv4) and click the Properties button.
7. Select Obtain an IP address automatically and Obtain DNS server address automatically.
8. Click the OK button.
9. Click the Close button on Local Area Connection Properties.
10. Click the Close button on Local Area Connection Status.

If your modem is connected to the internet, but your computer is not getting online, you should check the network settings on your computer.

1. Click the Start button and select Control Panel.
2. Double-click Network and Sharing Center.
3. Next to Local Area Connection, click View Status.
4. In Local Area Connection Status, click the Properties button.
5. In the list of network components, select Internet Protocol Version 4 (TCP/IPv4) and click the Properties button.
6. Select Obtain an IP address automatically and Obtain DNS server address automatically.
7. Click the OK button.
8. Click the Close button on Local Area Connection Properties.
9. Click the Close button on Local Area Connection Status.

If your modem is connected to the internet, but your computer is not getting online, you should check the network settings on your computer.

1. Go to the Start Menu, then select Control Panel.
2. If the Control Panel window reads Pick a category, click Switch to Classic View.
3. Double-click on the Network Connections icon.
4. Right click on Local Area Connection and select Properties. Make sure you are on the General tab.
5. In the list of “This connection uses the following items:”, select Internet Protocol (TCP/IP) and click the Properties button.
6. Select Obtain an IP address automatically and Obtain DNS server address automatically. Click OK.
7. Close the “Local Area Connection Properties” window by clicking the OK button.

If your modem is connected to the internet, but your computer is not getting online, you should check the network connection on your computer.

1. Go to the Start menu, select Settings, then select Control Panel.
2. In the Control Panel window, double-click on Network and Dial-up Connections.
3. In the Network and Dial-up Connections window, double-click Local Area Connection.
4. Select either USB or Ethernet Adapter (NIC), as appropriate.
5. In the Properties window, in the listing of components, select Internet Protocol (TCP/IP) and click the Properties button.
6. In the Internet Protocol (TCP/IP) Properties window, select Obtain an IP address automatically.
7. Select Obtain DNS server address automatically.
8. Click the OK button.
9. Close the “Local Area Connection” window by clicking OK.
10. Close the “Network and Dial-Up Connections” control panel.

If your modem is connected to the internet, but your computer is not getting online, you should check the network preferences on your computer:

1. Click on the System Preferences icon in the System Dock, or click on the Apple Menu and select System Preferences.
2. In the System Preferences window, click on the Network icon.
3. In the Network Preferences window, click on the Locations menu and select Automatic.
4. Click on the Show menu and select Built-In Ethernet.
5. Click on the Configure menu and select Using DHCP.
6. Make sure all other fields are black and click the Apply Now button.
7. Close the Network Preferences window.

If your modem is connected to the internet, but your computer is not getting online, you should check the network preferences on your computer:

1. Go to the Apple Menu, and under Control Panel select TCP/IP.
2. In the TCP/IP Control Panel, click on the Connect via: menu and select Ethernet.
3. Click on the Configure: menu and select Using DHCP Server.
4. Click on the File menu and select Quit.
5. On the warning dialog box that asks “Save the changes to the current configuration?”, click the Save button.