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Troubleshooting Tips

If the solutions listed here do not solve your problem, contact your service provider.

You may have to reset the SB6121 modem configuration to its original factory settings if the cable

modem is not functioning properly.

Your service provider may ask for the status of the icon lights as described in

Error

Conditions.

Modem Problem

Power Icon is OFF

Cannot Send or Receive

Data

SURFboard® SB6121 • DOCSIS® 3.0 Cable Modem • User Guide

365-095-25896-x.1

Troubleshooting Tips

Table 5 – Troubleshooting Solutions

Possible Solution

• Check the cable connections to the cable modem and electrical

wall outlet.

• Check that the electrical wall outlet is working.

•

Is the outlet controlled by a light switch?

• On the front panel, note the status of the icons and refer to

Panel Icons and Error Conditions

• If you have cable television, check your television to ensure your

cable service is operating properly.

• Check the coaxial cable connection at the SB6121 and cable wall

outlet. Hand tighten, if necessary.

• Check the IP address on your computer; you may have to renew

your IP address. Call your service provider for assistance.

• Check that the Ethernet cable is properly connected to the SB6121

and your computer.

• If a device is connected via the Ethernet port, check that the

ONLINE icon is lit solid (On) to verify connectivity.

• Call your service provider for further assistance.

Front Panel Icons and

Front

to identify the error.