Every type of Internet connection experiences problems from time to time, but many of these problems exist on the user's side rather than the Internet service provider's. For this reason, it is often helpful to learn basic troubleshooting steps for your equipment so that some problems can be resolved without a call to the provider. Reset a Surfboard cable modem to resolve some types of Internet connectivity issues without calling the cable company.
Unplug the power cable from the back of the modem. If your computer connects to the modem through a switch or router, remove the power cable from it as well.
Wait at least 30 seconds.
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Plug the power cable into the back of the Surfboard cable modem, and wait until the "Power," "Receive," "Send" and "Online" status lights are on.
Plug the power cable into the switch or router, and attempt to browse the Web with your computer. This process resets the cable modem while retaining the configuration information that it is storing. If you are still unable to browse, continue to the next section to learn how to reset the modem to its factory default configuration.
Open a Web browser and browse to "192.168.100.1/config.html." This will bring you to the internal configuration utility for the Surfboard.
Click the "Reset All Defaults" button. This causes the Surfboard to discard its current saved configuration and request a new configuration file from your Internet service provider. This process may take up to 30 minutes and should only be used as a last resort before calling the provider.
Attempt to browse the Web once all of the status lights on the front of the cable modem are lit. If you are still unable to browse, the problem most likely is on the provider's side. Contact your Internet service provider for further assistance.