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Modem is offline or not showing in polaris.
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1. No outages
2. Verify CM is provisioned. (Can try to reprovision, check 23, 21, & 24 screens)
3. Verify MAC Address.
4. Verify CM has power and coax connected to it. (Ask customer what lights are on the modem)
5. Powercycle CM
5. Ask if CM is directly connected to outlet or if splitter is being used. (If split, can direct connect - bypassing T.V.)

6. Ask if CU moved CM to another outlet.
*If CM is still offline - Roll Truck (Modem no sync/offline)



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Getting the CM and CPE to communicate.
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This document assumes modem is provisioned and cable modem is online. Once you obtain an ip address that is a valid cox IP

you may proceed to the next set of troubleshooting instructions.



1. Ask, "Do you use a router or a hub?" If cust doesn't understand terminology, "How many computers do you have". If more than one, "Are the computers able to use the internet at the same time?" -- If there is NOT a router please proceed to step 3.

2. [Has Router] Remove power from CM & Router. Bring modem up first. Verify online in Polaris. Once online, power up the router. If the router does not obtain an ip address at this point bypass it. If the router did obtain an ip address it's a good time to find out if it's a wireless/wired router and if there's a wireless computer go ahead and restart it. If after this the user is unable to connect to the internet on the wired/wireless pc. Bypass the router. See the transfer sheet in your cubicle for the technical support numbers for most router manufacturers.

3. Verify customer has the modem connected to the computer. Should only be three cords connected to the modem. Power, Cable, Ethernet or USB (not both!). If the modem has a PC light verify that this is on. If it is off, try swapping the ends of the cable. If it's ethernet listen for the clicking noise as the customer plugs in. Ask the customer if they heard it. Try another powercycle. By this time if there is still not a PC light, you can try another cable, switching to USB/Ethernet. It is also possible that there was a storm and the CM or NIC were damaged by lightning, Ask if there was any bad weather lately. If you've tried all this and still no luck - Tier 2 would be able to diagnose if the equipment is bad.



4. If it's a Motorola Surfboard, RCA, or BestData CM make sure the modem is not in Standby!

5. Polaris Config file is NOT BASDefaultCFG or AUP*****.cfg
--(If so, check provisioning - may be suspended and need to go to Security Dept or Billing.

6. Verify Firewall is disabled.

7. ipconfig /renew error?

8. [Windows XP] verify there is not a Network Bridge. (This will be visible in network connections screen)

9. NIC/USB Drivers - NIC/USB Should display in Device Manager, ipconfig/winipcfg, and network connections/properties. If not, reinstall the NIC/USB drivers if we supplied the NIC (or modem). If not, refer to OEM of NIC.

10. TCP/IP - Verify Settings. May be possible corrupt TCP/IP Stack. Can Uninstall/Reboot/Add.



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User unable to connect to internet w/ valid ip & 24 hour lease.
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1. Ping the IP address in Polaris. If able to ping [Step 2]. If unable to ping IP may have firewall enabled, home networking, winsock issue, or operating system issue. If cu is using a firewall, disable it. If has a router connected it may be blocking ping requests and not respond. Verify that router is not hooked up. If CU unsure about firewall, an easy way to tell is to have CU reboot the system while continually pinging their machine during bootup. If you managed to get a few responses a firewall is loading.

2. CU able to ping Gateway IP Address? [Yes - Proceed to Step 3] If not - Check steps 6, 8, 9, and 10 on the previous section.

3. Can CU ping a URL? (Yahoo.com) [Yes-Step 4]. If not double check users DNS servers. If you receive the error 'unknown host' and their DNS information is correct then their winsock is most likely corrupt (Tier 2). Also verify that Internet Connection Sharing (98/ME) is not enabled or Network Bridges are not installed (XP/2k).

4. If the customer is still unable to access websites then it is a software problem on their machine. If it's a browser issue, double check there isn't a proxy setup in Internet Explorer (tools, internet options, connections tab, lan settings box, uncheck use proxy server) and their default homepage is a legitimate URL.




take me back to the guides