If you’re experiencing connectivity issues, follow these troubleshooting steps:
- Contact your Internet service provider (ISP) to verify that your device is activated. If you never activated your cable modem or modem router, you must activate it using your ISP’s self-activation process.
For more information about activating your cable modem or modem router, visit How do I activate my cable Internet service and cable modem or modem router?. - Check the power levels of the cable line that connects to your cable modem or modem router. If you’re experiencing intermittent connections or slow speeds, your cable line might not have sufficient power levels. If your power levels aren’t within the required levels, contact your ISP.
For more information about power level guidelines, visit How do I view the downstream and upstream power levels of my cable modem or modem router? . - Remove any splitters that might be located between your cable line and your cable modem or modem router. Splitters reduce the signal quality of the cable line.
- Check your cable modem’s or modem router’s firmware version.If you don’t have the latest firmware version, contact your ISP.
For information about how to view your firmware version, visit How do I view the firmware version of my cable modem or modem router?.
For more information about current firmware versions, visit What’s the latest firmware version of my NETGEAR cable modem or modem router?. - Power cycle your network. Most connectivity issues between cable modems and modem routers are resolved by performing a power cycle.
For information about power cycling your network, visit How do I power cycle my home network?.
If you are still experiencing connectivity issues, visit NETGEAR support to speak with an expert.
For more information, see How can I troubleshoot my cable modem?.
Last Updated:07/07/2025
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Article ID: 27322