If you have lost connection to the internet there are numerous things that may repair the
connection, that you may try before calling to send out a technician. Try these:

1. Ensure all connections on the back of your modem and the back of your computer, are securely in place. A loose fitting can cause a lot of problems.

2. Check the amount of lights on the front panel of your modem. A Motorola Surfboard modem will have 5-6 lights:

(1) Power

(2) Receive

(3) Send

(4) Online

(5) Activity

(6) Standby (on select models)

The first four lights (Pwr, Rec, Send, Onl) should be ON SOLID (not flashing). If any of those lights are off, or flashing, power cycle the modem. If you have all four green lights, then your modem is online and connected to the internet, and the connection error would lie somewhere between the modem and your computer. The activity light will usually flash and flicker when the computer is on. It is not uncommon, however, for it to be solid. The Standby light (on select models) should always be OFF whenever the modem is in use. If it is on, press the Standby button on the top of your modem. This will connect your modem to the network. When you are NOT using the internet, you may turn the modem ON standby. This will help keep unwanted hackers off of your computer, when you are away.

3. If you are having trouble connecting to your e-mail server, but YOU ARE STILL ABLE TO ACCESS INTERNET SITES, ensure that your incoming and outgoing servers are set correctly.

4. If you are on a home network with a third party device such as a router, hub or switch, disconnect the device, and plug your modem DIRECTLY into ONE computer as shown below:



After doing this, Click here to test your connection. If the Cisco Home Page loads, then the problem is with your third party device. You will need to consult the manufacturer of that device for troubleshooting.

5. Power cycle the modem (click for instructions).

6. Release and renew your IP address (click for instructions).

7. Ensure you have disabled your proxy settings (click for instructions).



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