Time Warner cable service outages

Support for Internet Troubleshooting

There are two methods for resetting your modem while troubleshooting. It is recommended that the "Refresh your modem/router" method be completed first. Then, if your modem still will not connect, try the "Reboot your modem/router manually" method.

Refresh your modem/router:

  1. Locate Activate and Troubleshoot Services on the main screen.
  2. Select the Troubleshoot tab.
  3. Select Internet from the "Which service are you having an issue with?" dropdown.
  4. If you have more than one modem, click the Troubleshoot button for the appropriate modem.
  5. Select a symptom from the list.
  6. Select the Reset My modem button.

Reboot your modem/router manually:

  1. Reset your modem by unplugging the power cable from the modem (and the router if you are using one).
  2. Wait approximately one minute for the modem to reset.
  3. Plug in your modem first, and then your router. If you are using a router, allow about two minutes for the router to "sync" (i.e., reconnect) with the modem.
  4. Wait for lights to stop blinking on the modem (and wireless router if you have one).
Motorola Motorola SURFboard SBV5220 Digital Voice Modem with Integrated Battery Backup
Personal Computer (Motorola)
  • Combination modem and phone adapter, equipped with an integrated Lithium-ion battery back-up
  • Serves as a single device connecting customers to their digital voice and high-speed Internet services
  • Powerw up to two phone lines in the home using standard RJ-11 connectors
  • eMTA can connect to a computer through either a 10/100Base-T Ethernet or a USB data port
ARRIS ARRIS TM502G Telephony Modem
PC Accessory (ARRIS)
  • Long-life lithium-ion battery technology minimizes operational expense
  • Simplified interoperability through PacketACE configuration file editor
  • Increased CPE compatibility with Boost Current and Automatic Gain compensation for Tones and Signals (FSK/CAS)
  • Software configurable battery management and reporting allows customization of operation parameters
  • Compatible with DOCSIS version 2.0
Related Posts