CM820A/CT: Troubleshoot Internet Connection

If Internet connection issues with the CM820 arises, troubleshooting may resolve the issue, or may provide insight as to what is causing the issue.  This document provides helpful information for troubleshooting Internet connection issues with the CM820.

The following troubleshooting steps are to be followed in sequence:

1. Check the physical connection
2. Verify the LEDs
3. Power Reset
4. Verify the cable signal

NOTE: If the solutions provided in this document do not resolve the issue, please contact the cable operator for assistance.

Check the physical connection

1. Verify that the CM820 power cord is connected from the power port of the CM820 to the power outlet.
2. Verify that the coaxial cable is connected from the cable port of the CM820 to the cable outlet.
3. Verify that the Ethernet cable is connected from the Ethernet port on the CM820 to the Ethernet port on the computer.
    

Verify the LEDs

With the proper setup, the Online and Link LED should be solid yellow or green.  If this is not the behavior that the CM820 is displaying, please refer to this table for more information regarding LED behavior.

Power Reset

1. Shutdown the computer.
2. Unplug the cable modem from the AC wall outlet and wait one minute.
3. Plug the cable modem into the wall outlet.
4. Wait until the Power, Receive, Send, and Online LEDs are solid.
5. Restart the computer.

Verify the cable signal

1. Launch a web browser, such as Internet Explorer, Firefox, or Safari.  Enter http://192.168.100.1 into the address box.  The Status page appears.
   
     

These levels apply to all Touchstone cable modems and cable modem/gateways.  These values are absolutes.  If the cable modem is experiencing levels that approach the minimum or maximum acceptable levels, then it is a warning sign that there is a possible cable plant issue.  If the cable connection at the modem is OK, then it is advised to contact the cable operator to address the issue.

Acceptable Signal Levels (per channel)