TROUBLE SHOOTING CONNECTIONS
The staff at kvvi are happy to help if you have a problem. Below are things you should check before calling with a connection problem and incurring a service call fee, if it is your internal network that is the cause.
If you lose your Internet connection and you have TV service with us, check to see if your TV is working. The same lines are used to deliver both services. Then check the lights on the Cable Modem. There should be 4 solid lights and one blinking. This indicates that the modem is registered, online and service is available. If any of the first 4 lights are blinking there may be a problem and you should call kvvi. The 5th “link” light should blink. This indicates that the modem is talking to the device that it is connected to. If you have a DOCSIS 3.0 modem (CM 820) the first 4 lights should be solid and the 5th one blinking as well.
Each time you connect a different device to your modem it needs to be power cycled for it to recognize the new device. You do this by simply pulling out the power cord for 30 seconds, then plugging the power back in. Once the first 4 lights come on solid, then connect the network cable from your computer or router. The link light should blink.
majority of our problem calls
involve a router issue. If you lose
your connection, and you are using a
router (sometimes referred to as a
gateway), there is no need to power
cycle the modem if the light
configuration is correct as
described above. Only power cycle the router.
Do not turn off the modem. Do
this by unplugging the power cable
from the router for 30 seconds, then
plugging the power cable back in. Give
the router time to come back on and
do its job. It may take a couple of
minutes. It is also very important
to keep the firmware updated on
> Make sure that you have the proper power supply attached to the modem. Attaching a router power supply to a modem, even though it physically fits and works, is not a good idea. This will also void the warranty. The voltages may be different for each device. This can result in damage to the modem.
> Make sure you have the network cable coming from the modem attached to the Internet port of the router. The Internet port is distinct from the other ports! If you plug into the wrong port this causes problems across the entire network as well as yours!
> Do not assume that the entire network is down if you lose your connection. If the lights on the kvvi modem are on (in the proper configuration), it is most likely a router issue. Power cycle your router as described above!
> Make sure the cable connections are tight on the devices. If you have a loose connection, it can cause intermittent loss of connectivity.
Note: It is
always a good idea to shut down and
restart your computer as well.