KB001 - Rebooting ISP Provided Modem/Router

Version: Rev. 001

Date: 07/19/2024

Prepared By: System

Table of Contents

• 1. Introduction
• 2. Purpose
• 3. Scope
• 4. Definitions and Abbreviations
• 5. Procedure Overview
• 6. Detailed Procedures

1. Introduction

A modem/router (traditionally) are two separate devices. With the advancement of technology, many ISPs provide a modem/router combination device. This device carries both components to provide both services of receiving a connection from an ISP (modem) and routing traffic correctly (router). When it comes to troubleshooting alongside your ISP's support team, 9 times out of 10, they will ask if the modem has been rebooted. This guide aims to assist you in doing so.

2. Purpose

This KB aims to achieve the following:

• Guiding users on how to reboot their ISP (Internet Service Provider) provided Modem/Router.

3. Scope

This KB applies to ISP modems.

4. Definitions and Abbreviations

• ISP: Internet Service Provider
• Modem: A device that takes a connection from a coaxial cable from outside and provides the overall network for your business.
• Router: A device that routes internet "traffic" from inside your network to its intended destination. Most often, outside of your network.

5. Procedure Overview

Most modems are safe to be rebooted/designed to be rebooted by taking the power cord from the back, waiting roughly 10 seconds, and plugging it back in. Most modems will also have lights on the rear and/or front to indicate connection type, connection status, and error states.

6. Detailed Procedures

1. Locate your modem. See images below for common modems and their respective usage by ISP.
2. Depending on your modem, locate the typical barrel plug on the rear of the unit.
3. Grab the plastic part of the plug and remove the plug from the receptacle on the rear of the unit.
4. Wait roughly 10 seconds for a full stoppage of the device.
5. Replace the plug back in the receptacle of the modem.
6. Most modems will begin their boot process with a solid green or blue light to indicate they are starting.
7. Roughly 10 minutes after plugging the unit back in, your network will fully come back up.
8. If your network does not fully come back up after 20 minutes (15 minutes at a minimum), place a call to your ISP for further troubleshooting steps.

Common Modems Used by ISPs:

• Cox Communications: Arris Surfboard SBG10 or SB8200 models for most coaxial internet connections.
• AT&T: Nokia BGW320 for business/home fiber modems.
• Cox Communications and Mediacom: Technicolor CGA4131 for some coaxial internet connections.
• AT&T and Cox Communications: This style of "ONT" performs the same duty as a modem. Regardless of its more complicated look, it can be rebooted in just the same way as the others.