I can connect to the internet, but the modem says it isn't

[Sking2727]

Our WNDR3400v2 modem lost intenet connection, but then came back on. Everyone in the house is able to use the internet, except the modem says that we have no internet connection. Is there any way to fix it so that the modem does have internet? 

[Sking2727 · Accepted solution]

It worked! I power cycled the modem and router, but it still did not have a connection, I then tried to look for a reset button on the router, or it's config page, but the only thing close to the reset button was the Factory one.I hit it, and It works just like before! Thank you so much!

[Babylon5]

The WNDR3400v2 isn’t a modem, it’s a router. Have you just tried switching it off then on again?

[Sking2727]

Yes, I have. Could It be the firmware? I havent updated it since I got the router. The current version is V1.0.0.34_1.0.52.

[Babylon5]

You could update the firmware, but I can’t say for sure if that will resolve your issue. Could you post details of your modem please, manufacturer and model number, that’s assuming the WNDR3400 is connected to a modem, and if not what does it’s Internet port connect to?

[Sking2727]

We have a Arris/Motorola Surfboard modem 400 series SB6141. I apologize for not getting back to you earlier.

[Babylon5]

In that case it is sometimes also necessary to power cycle both the router and the modem, and in the case of some Arris modems that contain battery backup a reset (NOT a factory reset) may be needed.

[Sking2727 · Accepted solution]

It worked! I power cycled the modem and router, but it still did not have a connection, I then tried to look for a reset button on the router, or it's config page, but the only thing close to the reset button was the Factory one.I hit it, and It works just like before! Thank you so much!