User guide

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STEP 2 Check your cable connections
• Ensure the coaxial cable is securely connected to the modem and to the wall outlet.
Hand-tighten each connection if required.
• Check that all cables are installed and are tightly connected between your modem
and router or your modem and computer. Also check out your cable television. If you
are not getting a cable signal for your television, you likely will not get an Internet
connection either.
STEP 3 Restart your modem
Sometimes your modem’s power needs to be recycled. Follow the steps below:
• Shutdown your computer and if you are using a router unplug it. Unplug the modem
power supply from the electrical outlet and wait at least five minutes before you plug
it back in. This will refresh your modem’s Internet connection.
• Wait 30 seconds for the modem to synchronize with your Northwestel
High Speed service.
• 5100 and DPC 3008 Series Modem users: Once the modem has booted back up,
and all four lights on the front panel are green, plug your router back in if applicable.
After your router is up and running, turn on your computer.
• 6120/6121 Modem users: Once the modem has completely booted back up, and
the lights on the front panel are (in order) green, blue, green, green and either amber
or blue, plug your router back in if applicable. After your router is up and running,
turn on your computer.
• DPC3825 Series Wireless Gateway Users: Once the modem has completely booted
back up, and the first four lights on the front panel are green you should turn on your
computer and re-establish your wireless connection.
• If the lights are lit correctly, go to http://www.nwtel.ca to test your Internet
connection. If there is still no connection and you are using a router, bypass the
router and plug your computer directly into the modem. Turn off the power to your
modem and computer, wait a few minutes and then power up your modem and wait
for a solid online light. Now restart your computer.
4. Troubleshooting and FAQ
This section provides some basic troubleshooting information and answers
to frequently asked questions. You can also go to support.nwtel.ca to browse
information and get additional support. Before you start, please ensure
your computer is connected directly to the modem by removing any
additional devices such as a router, switch or hub.
4.1 Restoring Your Internet Connection
This section outlines basic steps for troubleshooting when you cannot connect
to the Internet. Please refer to the charts in Section 1 to identify the function
of each of your modem lights.
Note: Northwestel does not support customer owned routers. If your Internet
works when your computer is directly plugged into the modem or you are wirelessly
connected directly to your gateway, the issue is most likely related to your router.
You should refer to your router vendor documentation when troubleshooting
router-based issues.
STEP 1 Check that your modem is connected
• Make sure the power adapter is securely connected to both the modem and the
electrical wall outlet. Ensure that the outlet is live and not switch-controlled.
• Make sure that the lights on the front of the modem are lit according to the chart
in Section 1. For 5100 series modem users ONLY: If the Power light is off and
the Standby light is on press the Standby button to reconnect to the Internet. The
Standby button is located on the top of your modem.
For 6121 Modem users:
OFF
Is not properly plugged into the
power outlet
Modem is unplugged or the
Energy Conservation Switch is OFF
FLASHING
Receive channel cannot be
acquired
Receive channel is lost
FLASHING
Send channel cannot be
acquired
Send channel is lost
FLASHING IP registration unsuccessful IP registration is lost
OFF No connected device detected Device is disconnected
Icon Status If, during startup If, during normal operations