AC1750 C6300 Blinking upload light & no download+internet light Optimum

[abigailhe]

I bought this modem/router on June and has been using Optimum serivce with it. Everything worked perfact at first but I've been noticing the upload, download and internet lights were either blinking or off since Sept. I would unplug the power cable and replug it to troubshoot and it worked.

But since this morning, the upload light started to blink and and the download and internet lights were off the whole time. No matter how I tried to unplug and replug the power cable, swtiched off the moden, unplugged power cable and then switched back and replugged, even unplugged and replugged the coax cable, the upload light keeps blinking, and the download and internet lights are off.

I contacted Optimum and the staff tried to troubleshoot on his end. Accroding to him, the modem shows up offline and the modem is not compatible and I would have connection issues sooner or later... He said since it's not an Optimum modem, the techinician can't do anything to fix it and changing to a compatible Arris modem is the best solution... I'm confused bc it worked fine for months and now I was told the modem is not compatible...

Anyone has similar expericne with Optimum or it's just me and I need to change the modem? Having an offline Christmas sure is the last thing I wish for...

[plemans · Accepted solution]

Factory reset it. disconnect coax, then while powered on, push and hold reset for 7-15 seconds. 

Once done, reconnect coax, reboot it, then try reinstalling it. 

If it reinstalls and works, recheck that cable connections page. 

if its still showing offline, your isp needs to check the lines. you have t3/t4 errors/timeouts. usually means its not getting a signal. 

[plemans]

Technicians are always blaming modems. its their go to response "its not optimum equipment so we don't do anything" basically. 

If you have any splitters, amplifiers, or signal attenuators attached to your coax line remove them. direct connect the coax from where it comes into your home to the modem. Make sure its not split or anything else. this ensures that nothing in your home is the issue. 

then connect to it and see if it works. If it does, log in and get a screen snip of the cable connections page and the logs. 

That helps as actually look at the signal. (which the tech isn't going to do being 3rd party). 

[abigailhe]

@plemans Thank you for the suggestions! There is no spliiter, amplifier, or signal attenuator on my coax cable. Only comes with the male F-Type connector (I believe this is the cable I have). The coax cable is from the rooftop, bc I live in the top fl and I'm the only person using the line.

I unplugged the coax cable and saw the upload light remain blinking while the download & internet lights still off. Then I plugged the coax cable back and nothing had changed...

[plemans]

with it hooked up, log into the device and get a screen snip of the cable connections page and the event logs. That helps us check the connection. 

Post them back here. click on "choose file" and add that route. it only lets you do 1 at a time but lets us view them right away. 

[abigailhe]

Thank you @plemans.

Here is the screenshot of "Cable Connection"

[abigailhe]

Screenshot 1 of event log

[abigailhe]

Screenshot 2 of event log

[plemans · Accepted solution]

Factory reset it. disconnect coax, then while powered on, push and hold reset for 7-15 seconds. 

Once done, reconnect coax, reboot it, then try reinstalling it. 

If it reinstalls and works, recheck that cable connections page. 

if its still showing offline, your isp needs to check the lines. you have t3/t4 errors/timeouts. usually means its not getting a signal. 

[abigailhe]

Thank you @plemans .

Did the factory reset and reinstallation. The reinstallation worked and when I checked back the "cable connection" on the page, it shows "failed"...(including a screenshot here).

Optimum checked this morning and I was told once agian that everything looked fine on their end. But thanks for the info. At least now I know my modem is actting properly.

[plemans]

I have no idea how they checked. Its usually by pinging/connecting to the modem. but if its offline, there's no way to "check it" remotely. 

[abigailhe]

Got it. Thank you. Yeah they only checked it remotly on their system but I also schduled an appintment to have their technician come in and check next wk. Hopefully the technician will do his job... 

[abigailhe]

Updating my situation. Finally the Optimum technician came and the coax cable didn't have signal. It turned out the coax cable from the backyard was disconnected. Once he reconnected it, the internet worked probably (at least for now). Altho it makes me think I should swtich to Verizon for a more stable internet...

[plemans]

glad to hear you got it resolved!

[FURRYe38]

The R6 series are older model routers so they are a few years old. You might consider getting into something newer for better wifi and internet performances. 

Good Luck.