Cable Modems Broadband access has become so ubiquitous that you can get this high-speed ’Net connection almost everywhere. Most users rely on a cable modem or a DSL (Digital Subscriber Line) modem for obtaining this fast connection, and these modems are almost always external. That means that these modems will take up some extra desk space, but it also makes it easier to find out what’s wrong and troubleshoot the devices. Cable Internet access typically offers transfer speeds of 1Mbps (megabit per second) or more that’s at least 20 times faster than the speediest dial-up modem. As their name implies, cable modems connect to the same coaxial cable that brings you your TV signal. Most of them then connect to your computer either via an Ethernet or a USB connection. On The Outside You can glean a lot of information about your cable modem just by looking at it. For example, the manufacturer name and model number will be on the device somewhere, usually on a sticker on the back. This can come in handy when you’re searching online for updates or troubleshooting help. The front of the cable modem usually features a series of indicator lights; the most commonly used ones say Power, Cable, Data, Ethernet, and USB.
The Cable light might also be called an Online light on some modems, and the Data light is sometimes divided into two lights for uploads and downloads. These LEDs (light-emitting diodes) can also be quite helpful when you’re troubleshooting as they will flash (or not flash) differently as a way of delivering error messages. The rear of the cable modem will have ports for the coaxial cable, a power supply, and Ethernet and USB cables. You’ll also often find a reset button more on that later. When your cable modem is working as it should, most of the front lights will be illuminated. Either the Ethernet or USB light should be off, depending on which connection was used to hook the cable modem up to your PC. The Power light should naturally be glowing steadily as should the Cable light, which indicates you have a connection to your Internet service provider. The Data light or the upload/download lights will flash depending on your traffic. Even if you’re not actively browsing the Web or downloading a file, these lights may flash as an application on your computer might be sending small bits of data to a Web site or the cable provider might be broadcasting data across the network. Most of the time, this is innocent background noise, but make sure that you haven’t been infected by a virus by keeping your antivirus software up-to-date. (Ironically, antivirus programs are also applications that will sometimes take part in this background “chatter.”) Problem Solving OK, now that you know what your cable modem should be doing when it’s working properly, let’s talk about some scenarios where everything is not going quite as smoothly. Having an always-on connection usually means you’ll never have to worry about your Internet connection. But as anyone who’s ever had a broadband connection knows, “always on” can also mean “sometimes off.” Before you call your cable guy or gal, there are a number of do-it-yourself fixes you can try to keep your cable modem and broadband connection working at top speed.
Problem: My cable modem doesn’t have a connection to the Internet.
Solution: The first thing you should check when your cable modem connection goes down is whether or not your television is working. Because the coaxial cable is bringing both the TV and Internet signals down the same pipe to your home, turning on your cable TV is a quick and easy way to make sure there’s not a major problem with your cable provider. If your cable television is working, then you’ll want to check all the connections to and from your cable modem to make sure that a cable hasn’t been accidentally unplugged or loosened. The indicator lights can give you some clues about which cables to check. If all the lights are on and all the cables are snugly affixed, reboot your PC. This simple act can solve a good chunk of computer problems all on its own. If this doesn’t help, you can also reset the modem at the same time. Resetting the modem is easy if there’s a reset button (usually you just hold it down for five seconds or so, or use a paper clip to press it if it’s a recessed reset button), but you may want to follow these steps to ensure a proper “hard” reset. First, unplug the power cord from the back of the modem. Next, unplug the connection to your PC, either USB or Ethernet. Then, wait a couple of minutes. You can reboot your PC again during this time just to ensure you’re working with a clean slate. Finally, reconnect the power cord and PC connection. You’ll need to wait a minute or two while the cable modem re-establishes communication with your provider and your PC, but this step often does the trick when your connection is down. If you still don’t have a connection to the Internet, you’ll need to call your provider to find out what’s going on. Often, it’ll have a voice menu letting you check on service in your area or telling you about current connection problems.
Problem: I can’t get my new cable modem to work.
Solution: Many cable service providers let you save an installation fee if you set up your cable modem yourself. Because it’s an external installation, even a computer novice can usually handle it smoothly. But there are problems you may run into during installation. If you can’t get your new cable modem up and running, make sure all the cable connections are tight. For example, make sure the Ethernet cord is snapped into the modem all the way (you’ll hear a snap), and that the coaxial cable is tightened securely. Reboot your system and reset the modem. Even if you’re doing the modem installation yourself, you may need to call your cable service provider during the process. They’ll need the serial number and MAC address number of your specific cable modem so it is allowed to sync up with their network.
Problem: My cable access is slow.
Solution: When cable modems were first introduced, the biggest criticism of cable Internet access was that you would share a connection with your neighbors. So theoretically, if all of your neighbors were online at the same time, you’d face a huge slowdown. This limitation has pretty much been overcome, but it’s still not uncharacteristic to see slowdowns during peak Internet usage time, such as the late afternoon and early evening when kids are home from school and adults are home from work. If you’re seeing slowdowns during other times of the day, however, it’s something that needs to be addressed. First, check your speed with an online test site such as www.bandwidthplace.com /speedtest or www.speakeasy.net /speedtest. Some of these sites also have comparative information so you can see how your Internet speed stands up to typical cable modem access in your area. If your cable access is slower than average, check with your provider. It may have different tiers of access and you might be signed up for the lowest one (but even the lowest cable modem tier should be plenty fast for browsing the Web and light online gaming). If your connection is really slow, you can try resetting your modem by following the directions above. If you’re still having serious slowdowns at odd times, talk to your Internet service provider. It may need to replace your cable modem or external wiring.
Problem: My cable connection keeps going in and out.
Solution: If your cable modem is having problems maintaining a constant connection to the Internet, it could be because the signal isn’t strong enough. If you have a splitter on the coaxial cable line (a y-shaped device used to connect two cables to one main cable line), this could be weakening the signal. Make sure that your cable modem has a dedicated coaxial line. Also, you’ll want to recheck all the connections to and from your modem and make sure that every cord is attached snugly. And it never hurts to reset the modem and reboot your computer. But if this intermittent connection goes on too long, you’ll need to contact your service provider. If the cable signal in the room where you have your cable modem isn’t strong enough, your service provider can add a signal booster that will beef it up so it’s strong enough for highspeed data transfer.
Problem: I’m afraid of getting hacked. How can I protect my Internet connection?
Solution: Cable modem connections, like other always-on broadband connections, are vulnerable to outside attacks. While these are fairly rare for most users, it’s still good to protect yourself when you have broadband access. First of all, make sure you’re running a software firewall. This application will prevent unwanted users from accessing your system. Windows XP has a firewall built in, so make sure it’s up and running. You can access it in the Control Panel by selecting Network and Internet Connections and then Windows Firewall (in the Classic view of the Control Panel, Windows Firewall is its own icon). If you’re not running WinXP, Zone Alarm is an excellent and free firewall available at www .zonelabs.com. You’ll also want to make sure that you don’t have File and Print Sharing turned on if you’re not sharing files or printers over a network. In Windows 2000/XP, open the Control Panel (Start, Control Panel) and then click Network and Internet Connections and then Network Connections (if you’re in Classic view, just double-click Network Connections). Right-click the Local Area Connection icon and select Properties from the pop-up menu. In the window that appears, uncheck the box in front of File and Printer Sharing for Microsoft Networks and then click OK. You should also have an antivirus application running to prevent infection or Trojan horse attacks. If you have antivirus software and your computer is acting suspiciously, run a full system scan to see if you’ve been infected. If you don’t currently have antivirus software installed, Grisoft’s AVG is an excellent and also free program available at www.grisoft.com.
Problem: My wireless network isn’t working through my cable modem.
Solution: A broadband connection such as cable is excellent for multiple computers connected to a wireless network. But it’s not uncommon for secondary PCs on a Wi-Fi network to have access problems while your main computer is still able to access the Internet through the cable modem. Although this isn’t a problem with your cable modem per se, you can often fix this problem by resetting your cable modem. If that doesn’t work, you’ll also want to reset your wireless router and any wireless adapters you’re using on other PCs in your home. This means rebooting all your notebook computers and desktops connected to the network, as well as unplugging the power from your wireless router and plugging it back in (or pressing the reset button if your router has one). It may take a few minutes for all your wireless equipment to reset all the connections, but this will fix most wireless network problems. Hopefully, our solutions to these problem scenarios can save you some lengthy phone calls with your cable service provider. It’s always better if you can troubleshoot a PC problem yourself. You save time and you always learn something in the process.
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