You should know
This article outlines some steps you can take to diagnose any issues you may be experiencing with a cable, or HFC, broadband connection
These steps are based on the Technicolor 7210D
.
If you are stuck or none of these options help, please call us on 0508 888 800.
Diagnosing Cable Modem issues
The status lights on the front-panel of the cable modem indicate the status of the connection between the cable modem network on one side and the connection between the cable modem and a computer or local network on the other side.
Front panel
In normal operation the status lights provide the information as in the table below.
| Light | Shows | Flashing | On |
| Power | Power status | Startup diagnostics in progress. | The cable modem is powered on. |
| DS | Status of data reception Downstream traffic | Booting up and transmitting or receiving data | The downstream channel is connected. |
| US | Status of data transmission Upstream traffic | Booting up and transmitting or receiving data | |
| Online | Status of your cable connection | Booting up and channel bonding | The upstream channel is connected. |
| Ethernet | State of Ethernet ports | Transmitting or receiving data | A device, such as a computer or a network device, is connected to the Ethernet connectors on the back panel. |
| USB | State of the USB host connect | Transmitting or receiving data | A device, such as a computer or a network device, is connected to the USB connector on the back panel. |
| Wireless | Traffic on the wireless (Wi-Fi) network | Transmitting or receiving data | |
| Phone | Status of Phone 1 and Phone 2 |
Back panel
The rear panel provides cabling connectors and the power socket.
| Type | Description |
| Power switch | Power on, off the modem |
| Power jack | Connector for DC12V |
| Cable | The CABLE port provides a connection to the coaxial cable (coax) outlet. |
| Reset | Reset the modem or hold for more than 5 seconds to reset to default settings. |
| USB Host | USB 2.0 connector |
| Ethernet | 4 x GB Ethernet ports using RJ-45 connectors |
| Phone 1/2 | 2 x phone RJ-11 connectors |
The recommended connection type for Cable Broadband is Ethernet.
Do not connect both the Ethernet and USB cables to the same computer. It is not possible to use the Ethernet and USB socket the same time.
Troubleshoot a Cable Broadband connection
Before you call us on 0508 888 800 for support there are number of things you can try to restore the cable modem connection. In most cases the connection can be restored with the information below.
Also, if you can, please log into your modem and under the Status menu, selection connection and make a note of the details shown as this will help us resolve your issue.
Powercycle equipment
Occasionally, electrical devices will stop functioning properly, and cause a loss of connectivity. The first step in troubleshooting these issues is restarting the devices involved. This means you need to power off all the devices like the cable modem, router, switches, hubs and computers. Then restart the devices after a minute, starting with the cable modem.
When the cable modem is connected to the cable network, indicated by four solid green lights on the cable modem, network devices like routers or switches can be restarted. After that the computer can be restarted.
Restarting or resetting the cable modem may take 5 to 30 minutes.
Network status
Unplanned network outages can interrupt the cable broadband service. Outages are published on our website .
Troubleshooting using the cable modem indicators
In the table below you will find the solution for most common problems while the modem is not connected to the cable modem network.
| Modem Light | Status | Problem | Solution |
| Power | OFF | No power. | Verify power supply connections, the power switch on the modem itself, the electrical outlet, and make sure the outlet is not connected to a switch. |
| Flashing | An error has occurred during normal operation. | Verify coaxial cable connection and try resetting the modem. If cable is ok and reset doesn't work, contact Customer Help on 0508 888 800 | |
| Receive | Flashing | Searching for cable connection | Verify all cable connections and try resetting the modem. If cable is OK and modem reset doesn't work, contact Customer Help on 0508 888 800 |
| OFF | No coaxial cable connection | Verify all cable connections and try resetting the modem. If cable is OK and modem reset doesn't work, contact Customer Help on 0508 888 800 | |
| Send | Flashing | Scanning for the upstream frequency. | Verify all cable connections and try resetting the modem. If cable is OK and modem reset doesn't work, contact Customer Help on 0508 888 800 |
| Online | Flashing | Scanning for the network connection. | Verify all cable connections and try resetting the modem. If cable is OK and modem reset doesn't work, contact Customer Help on 0508 888 800 |
| Activity | Blinking | Transmitting or receiving data | No Problem |
| Standby | ON | Modem is in standby mode (the other indicators are OFF) | Push the standby-button at the top. |
Troubleshooting no data transfer
In the table below you will find solution to most common problems while the modem is connected to the cable modem network, indicated by four solid green lights and the PC/ Activity indicator orange solid or flashing. No data transfer means you can't open a website in your browser, the email server can't be found to send or receive email or another program can't connect to a server.
| Modem Light | Status | Problem | Solution |
| Standby | ON | No data transfer | Push the standby-button at the top. |
| Ethernet/USB | OFF | 1. No connection between cable modem and computer or router 2. Local area connection is disabled |
1. Check Ethernet or USB cable. If possible try another cable. 2. Enable the Local Area Connection as below. Windows 7: Control Panel => Network and Internet => Network Connections Windows XP: Control Panel => Network Connections Windows 2000: Control Panel => Network and Dial-up Connections |
| Blinking | An error has occurred during normal operation or can't connect to any server. | 1. Check the cables and try resetting the modem. If cable is ok and reset doesn't work, call Customer Help. 2. Verify the connection settings and check if the connection is set up with the IP addresses assigned to the connection. | |
| Blinking | Can't connect to some servers | It is possible that servers on the internet are down temporarily. Try to open a connection to the server after some time. If you want to contact us about a connection with a server, we would like you to include the following details in the email or phone call: your IP address, a trace route from your computer to the server you can't connect to and the time the trace route has been done. | |
| ON | No data transfer | Unplug Ethernet or USB cable from computer and reconnect cable. Make sure the PC/ Activity indicator is blinking. |