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Modem Problems - How to Fix

Diagnose and fix modem hardware and configuration issues

Diagnosing Modem Problems

Understanding modem issues helps you determine if it's a hardware problem or configuration issue.

Common Modem Problems

Modem Won't Turn On

No power or lights on the modem

Possible Causes:
  • • Power supply failure
  • • Faulty power cable
  • • Electrical outlet problem
  • • Internal hardware failure

No Internet Connection

Modem is on but no internet access

Possible Causes:
  • • Signal line issues
  • • Configuration problems
  • • Service outage
  • • Account issues

Frequent Resets

Modem keeps restarting itself

Possible Causes:
  • • Overheating
  • • Power supply issues
  • • Firmware problems
  • • Hardware failure

Slow Performance

Modem working but very slow

Possible Causes:
  • • Outdated hardware
  • • Signal degradation
  • • Configuration issues
  • • Network congestion

Initial Diagnostic Steps

Start with these basic checks:

1

Check power supply

Ensure modem is plugged in and power light is on

2

Check all cable connections

Ensure all cables are properly connected and secure

3

Observe light indicators

Check what lights are on and their colors

4

Test with different outlet

Try plugging modem into a different electrical outlet

5

Check for physical damage

Look for visible damage to modem or cables

Understanding Modem Light Indicators

Modem lights provide important information about the status of your connection and hardware.

Common Light Indicators

Power Light

Solid Green

Normal operation

Solid Red

Hardware failure

Off

No power

Internet/Online Light

Solid Green

Connected to internet

Solid Yellow

Connecting or limited connection

Solid Red

No internet connection

WiFi Light

Solid Green

WiFi is active

Blinking

WiFi activity or connecting

Off

WiFi disabled

DSL/Line Light

Solid Green

Line connected and stable

Blinking

Connecting or unstable

Solid Red

No line connection

Critical Light Patterns

  • • All lights off: Power supply or hardware failure
  • • Power on, all others off: Modem not receiving signal
  • • Internet light red: Service outage or configuration issue
  • • Lights blinking rapidly: Modem malfunction
  • • Lights cycling on/off: Firmware or hardware problem

Solutions for Modem Problems

Try these solutions in order, starting with the simplest fixes first.

Power and Hardware Issues

1. Power Cycle the Modem

Complete restart of the modem:

  1. 1. Unplug power cable from modem
  2. 2. Wait 30 seconds
  3. 3. Plug power cable back in
  4. 4. Wait 2-3 minutes for full startup
  5. 5. Check light indicators

2. Check Power Supply

Verify power supply is working:

  • • Try a different electrical outlet
  • • Check if power cable is damaged
  • • Test with a different power cable if available
  • • Ensure outlet is working with another device

3. Check Cable Connections

Ensure all cables are properly connected:

  • • Disconnect and reconnect all cables
  • • Check for visible damage to cables
  • • Ensure cables are fully inserted
  • • Try different cables if available

Configuration Issues

Factory Reset

Reset modem to factory settings (use as last resort):

⚠️ Warning: This will erase all settings
  1. 1. Locate reset button on modem (usually small hole)
  2. 2. Press and hold reset button for 10-15 seconds
  3. 3. Release button and wait for modem to restart
  4. 4. Reconfigure WiFi settings
  5. 5. Contact support if issues persist

Access Modem Settings

Check modem configuration:

How to Access Settings:
  • • Open web browser
  • • Go to 192.168.1.1 or 192.168.0.1
  • • Enter admin username and password
  • • Check connection status
  • • Verify settings are correct

Update Firmware

Keep modem software up to date:

  • • Check for firmware updates in modem settings
  • • Download updates from manufacturer website
  • • Follow update instructions carefully
  • • Don't interrupt update process
  • • Backup settings before updating

Environmental Issues

Overheating Problems

Modem overheating can cause issues:

Signs of Overheating:
  • • Modem feels hot to touch
  • • Frequent disconnections
  • • Performance degrades over time
  • • Unusual noise from modem
Cooling Solutions:
  • • Ensure adequate ventilation
  • • Keep away from heat sources
  • • Don't stack items on modem
  • • Consider a small fan

Electrical Interference

Electrical interference can affect modem performance:

  • • Move modem away from large appliances
  • • Avoid placing near electrical panels
  • • Use surge protector for modem
  • • Check for nearby radio transmitters
  • • Ensure stable power supply

When to Replace Your Modem

Signs You Need a New Modem

Hardware Issues:
  • • Won't power on at all
  • • Frequent hardware failures
  • • Visible damage to modem
  • • Unusual noises or smells
Performance Issues:
  • • Can't achieve plan speeds
  • • Frequent disconnections
  • • Outdated WiFi standards
  • • Over 5 years old

Choosing a New Modem

Consider these factors when replacing:

  • • Compatibility with your internet service
  • • Support for your plan speeds
  • • WiFi 6 or WiFi 5 capability
  • • Number of ethernet ports needed
  • • Advanced features (QoS, parental controls)

When to Contact Support

Contact our support team if:

  • • Modem won't power on at all
  • • All lights are off or showing error patterns
  • • Factory reset didn't resolve issues
  • • Modem is physically damaged
  • • All troubleshooting steps have been tried
  • • Issues started after recent service changes

Support Contact Information

  • • Phone: 03 5910 4230
  • • Email: hello@pulsenet.au
  • • Have your account number ready
  • • Note the modem model and light patterns
  • • List what troubleshooting steps you've tried
  • • Have modem serial number available

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Troubleshooting Guide

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Pulsenet respectfully acknowledges the traditional custodians of this land, the Gulidjan and Gadubanud peoples of the Eastern Maar Nation Ancestors and Elders, past, present and emerging.