Troubleshooting Your Motorola Surfboard
The Motorola Surfboard SB3100 and SB4100-series cable modems all have five LED lights on the front indicating the network status:
- Power
If the power light is blinking, your modem is not associated with your internet service. You will need to call our technical support department at 1-888-222-5314 to make sure your account is active and your modem is
registered with our system.
- Receive
If the receive light is blinking, your modem is connecting to the
network. If it continues to blink without turning solid, there is no
connection to the internet. Check the cable line that screws into
the back of the modem and make sure it is secure. If necessary,
bypass any splitter and run the cable directly from the outlet to
the modem.
- Send
If the send light is blinking, your modem has found a connection
to the network and is establishing that connection. If the light
continues to blink without turning solid, the signal is not stable
enough for the modem to hold a connection. Check the cable line
to the modem, and if necessary, bypass any splitter on the line.
- Online
If the online light is blinking, your modem is securing a
connection to the network that can be used to access the internet.
Once the online light turns solid, the modem is connected.
- Activity
If the activity light is blinking or solid, your modem is connected
to your computer, or your router if you are using one. The next
step is to make sure your computer or home network is online.
In addition to these five lights, the Motorola Surfboard SB5100-series cable modem has an additional light:
- Standby
If the standby light is on, your modem is in standby mode. To
come out of standby mode and resume a normal connection,
press the standby button on top of the modem.
Note: The standby button will not reset your modem's connection to the internet.
If your modem is unable to get online, you will want to reset it. Remove the power
cord from the back of the modem, and let it sit without power for at least 30 seconds.
Then restore power to the modem and determine if it can get online. If the modem cannot connect to the internet, please call our technical support department at 1-888-222-5314 so we can determine if a service call is required.
If you have a router, you will want to disconnect power to the router while the modem is unplugged, and leave the router without power while the modem is getting connected to the internet. Once the power, receive, send and online lights are all solid, you can restore power to the router, and the activity light on the modem should turn on, either blinking or solid depending on your particular model of Surfboard modem.
For more information about the Motorola Surfboard, see the manufacturer's User's Guide for you modem version:
Still have questions? Please contact us at 1-888-222-5314.
