Internet Modem/Router Not Working?

newmann · May 17, 2024

Earlier today my internet didn't work. I have cable internet and I have a modem/router that is supplied by the internet company here and the name of that modem is Technicolor. It's a modem and a router. Normally when the internet goes down, I get a message from the internet company that the internet is down in the area I'm in but this time I didn't.

I unplugged the modem, and plugged it back in. There seems to be 3 green lights that are on and bold. The DS light keeps on flashing. That is the issue here right? I don't remember how the lights are when my internet works but I recall there are at least 5 green lights that should be on.

Does this sound like a modem issue where it needs to be replaced? Or does this sound like maybe some wiring outside that got broken that needs to be fixed? A while back they came over and had to replace my modem/router. Another time I remember they came to just fix the wiring outside. What can I do here with the modem?

Hazel123 · May 17, 2024

Do you have another router you could try? I guess not. I'd just report it to the company - they can run some tests without even coming out.

kelper · May 17, 2024

What is the model number? Don't you have the instructions? They should tell you what the lights mean. When you unplug it, leave it unplugged for at least 30 seconds so it does a full restart. Are your neighbours affected?

Rollback_Jockey · May 17, 2024

newmann said:
Earlier today my internet didn't work. I have cable internet and I have a modem/router that is supplied by the internet company here and the name of that modem is Technicolor. It's a modem and a router. Normally when the internet goes down, I get a message from the internet company that the internet is down in the area I'm in but this time I didn't.

I unplugged the modem, and plugged it back in. There seems to be 3 green lights that are on and bold. The DS light keeps on flashing. That is the issue here right? I don't remember how the lights are when my internet works but I recall there are at least 5 green lights that should be on.

Does this sound like a modem issue where it needs to be replaced? Or does this sound like maybe some wiring outside that got broken that needs to be fixed? A while back they came over and had to replace my modem/router. Another time I remember they came to just fix the wiring outside. What can I do here with the modem?

If it's only happened this one time forget it and move on.

Wisewiz · May 17, 2024

@kelper's questions are the important ones here. Find the brand name and model number, so that we have a reference.

newmann said:
There seems to be 3 green lights that are on and bold. The DS light keeps on flashing. That is the issue here right? I don't remember how the lights are when my internet works but I recall there are at least 5 green lights that should be on.

Usually, assuming this is a standard dual-band router, your five lights would be (probably in this order from left to right) Power, 2.4 Ghz, 5GHz, Internet connection, and LAN connection. If you shut down all computers that are receiving data from that router, the fifth light will go off. If you are not receiving data from the Internet, the fourth light will be off or a different color (orange, maybe). If the second or third light is off, the router is malfunctioning.

newmann · May 17, 2024

I don't have another router. This modem/router is supplied by the internet company. I have to go to the office as well and can't call them though.

I don't believe anyone around me has this issue. Normally when it's an issue, we get a message that the internet is out in our area. Nobody has this issue.

But does this sound like it's my modem that is the issue? Or the wiring somehow? I don't think it's an outage in the area though because other people around here don't seem to have an issue. Is it possible they give me a new cable box and I return the old one and that might work? But you have to have technician come and install it right? Few times I recall it was wiring outside and once they had to replace my modem. Another time I think they just fixed the wiring outside and didn't had to replace the modem. But what about resetting the modem as that might work? I don't want to deal with them having to send a technician coming over but is that the only way for this? I dealt with this several times previously. Right now same thing... DS green light is flashing.

Wisewiz · May 17, 2024

I found this on your Technicolor cable modem/router:

https://helpcentre.distributel.ca/hubfs/Distributel%20Help%20Centre/Internet/User%20Guides/Cable/English/171201_DCL_TC4350_en_1.pdf

It includes these points:
Please wait for the modem to boot-up. The Technicolor modem must have solid POWER, DS, US and ONLINE green or blue lights displayed. The LINK light should be either solid or flashing. A flashing LINK light indicates data transferring. If the lights do not behave as described, repeat steps 1 and 2.
and
TECHNICOLOR MODEM LIGHTS

LIGHTS	READ
Power	Solid
DS	Solid
US	Solid
Online	Solid
LINK	Solid or Flashing

kelper · May 17, 2024

Can you actually visit your neighbours and ask? Can you please answer our questions.

Is that green light flashing steadily or is it flickering, there's a big difference.

Wisewiz · May 17, 2024

newmann said:
But you have to have technician come and install it right? Few times I recall it was wiring outside and once they had to replace my modem. Another time I think they just fixed the wiring outside and didn't had to replace the modem. But what about resetting the modem as that might work? I don't want to deal with them having to send a technician coming over but is that the only way for this? I dealt with this several times previously. Right now same thing... DS green light is flashing.

Probably. Cable companies are not usually willing to just send you a new box and wait for you to return the old one. The DS (Downstream) light means the modem is receiving a signal from the external cable. The US (Upstream) means the modem has succeeded in sending a signal to the cable. If DS and US are working, but the fourth light isn't, the cable is not connecting to the Net. That would be an exterior problem, not a modem problem. If you call the company, they should be able to check the cable's operation to your home without actually sending a technician out. Best home solution is what kelper suggested: turn off the power to the modem and wait for thirty seconds before plugging it back in. My best guess is that your modem has failed somehow. But the company should be able to tell you that without sending someone to your home. If it's faulty, you'll almost certainly have to have a technician visit.

newmann · May 18, 2024

My neighbor in the building do not have their own internet. They used shared wifi in the building and that wifi isn't affected at all. I have used that wifi and it works. My internet doesn't work.

The green light DS light is blinking every 2 seconds.

newmann · May 18, 2024

The first light is solid. The 2nd green light DS light is blinking.

The US light is not on. The 2 lights below that one is solid.

kelper · May 18, 2024

PLEASE, what is the model number of the router?

Have you tried a factory reset by pushing a paperclip in the reset hole until the lights change - normally five to ten seconds.

abactuon · May 18, 2024

Can you log into your router and see what's going on?
In your browser, type 192.168.1.1 or 192.168.0.1 or something like that. It should be written on the sticker or stated in the contract.
In my case

kelper · May 18, 2024

abactuon said:
Can you log into your router and see what's going on?
In your browser, type 198.162.1.1 or 198.162.0.1 or something like that. It should be written on the sticker or stated in the contract.

It should show in File Explorer, under network - like mine. Click on it and the web interface will load.

kelper · May 18, 2024

@Wisewiz

How do you know that is his particular modem? His post suggests the lights are arranged vertically?

Wisewiz · May 18, 2024

@kelper

Hi. The pdf I downloaded says this:
*Please note that the modem shown is for the purposes of illustrating the setup process and may differ from your device.

... from which I understood that the essentials are the same for the various modems from that company (Distributel). I may, of course, be dead wrong. I've been wrong before. :eyeroll:

kelper · May 18, 2024

No, I think you're right. In all the manuals I looked at, the DS or DS / US light should be steady green. Flashing is a lack of synch.

newmann · May 18, 2024

Technicolor CGA4233TLV2 is the model number.

When I unplugged the modem for a minute and then connected it back on, all 6 green lights flashed. Then after a while it goes back to the same thing.

Solid Green Light
DS Green Light Blinking Every 2 SEconds
No Light in US
No Light in This Line
Solid Green Light
Solid Green LIght

i'm pretty sure the first Solid Green Light is the Power Line right? I recall when my internet works, there is 5 or 6 solid green lights.

There doesn't appear to be a hole in the modem to put a paper clip to reset it. There is a WPS button on the front on the modem though. Is that the reset button?

The wifi does appear in my wifi connections but when you connect to it, it says connected but no internet.

Wisewiz · May 18, 2024

Have you called the Distributel people yet? Monday would be a bad time, because it's a holiday in the US and Canada, but Tuesday morning, first thing, I'd call them and tell them about your lights. Quote them:
"The Technicolor modem must have solid POWER, DS, US and ONLINE green or blue lights displayed. The LINK light should be either solid or flashing. A flashing LINK light indicates data transferring."
Tell them you have no DS, no US, and no Internet line. Tell them you apparently have an Internet connection, but your computer can't get to it through that modem. Tell them that your computer is on and connected to the modem, and the modem sees that. Your data line is solid because nothing at all is happening on it.

They say:
"For other questions, please call our Customer Experience team at 1-877-810-2877."
They'll help. You pay them for the service and the modem. Let them know you'll go elsewhere for service if this problem can't be repaired. Today.

newmann · May 18, 2024

https://ayudaizzi.izzi.mx/hc/es/articles/6066566959898-Conoce-tu-m%C3%B3dem-Technicolor-CGA4233TLV2

There is a hole in the back of the modem. I took a paperclip and pushed into it and then notice the green lights were flashing. Then I noticed a loud phone tone. I have a landline that comes with the internet. Now normally when the internet goes out and then comes back later, there would be a loud phone ton which will indicate the phone works and the internet.

After this, it's the same green lights that are showing.

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