Symptoms

• The Online or Internet LED on the modem is off or red

• Devices connect to WiFi but cannot load any websites

• Speed test fails or times out

A healthy modem should show all green LEDs — Power, Online, WiFi:

Before You Start — Ask the Customer

1. "When did this start happening?"

2. "Did anything change recently — new cables, power outage, construction nearby?"

3. "Is it affecting all devices or just one?"

If only one device is affected → skip to "Single Device" section at the bottom.

Step 1: Power Cycle the Modem

This fixes the issue about 60% of the time.

1. Unplug the modem power cable from the wall

2. Wait 30 seconds (not 10 — capacitors need time to fully discharge)

3. Plug it back in

4. Wait 3–5 minutes for the modem to fully boot

Unplug from the back of the modem, not the wall outlet:

Check: Is the Online light now green/solid? → Done. If not → continue.

Step 2: Check the Physical Cables

• Coax cable: Make sure it is finger-tight on both the modem and the wall outlet. A loose coax is the #1 missed cause.

• DSL cable: Ensure the phone cable is in the DSL port (not a phone port). Try swapping it.

• Fiber cable: Check the fiber cable is fully seated. Never bend fiber cables sharply.

Ethernet and coax ports on the back of a typical modem:

Tip: Wiggle each cable — if a light flickers, that cable is the problem. Replace it.

Step 3: Check for Service Outages

1. Open the Sunrise service status page (or internal outage dashboard)

2. Enter the customer's PLZ (postal code)

3. If there's a known outage → inform customer of estimated resolution time

If there's an outage: No further troubleshooting needed. Create a ticket if ongoing > 4 hours.

Step 4: Factory Reset (Last Resort)

⚠ Only do this if the customer agrees — it erases custom WiFi names/passwords.

1. Find the Reset button (small pinhole on the back of the modem)

2. Press and hold with a paperclip for 10 seconds

3. Modem will reboot — takes 5–10 minutes to reconnect

4. Default WiFi credentials are on the sticker on the bottom of the modem

The reset pinhole is usually on the back panel near the ports:

When to Escalate

Escalate to Level 2 if:

• Factory reset did not restore the Online light

• Modem shows a blinking Online light for more than 15 minutes after reboot

• Customer reports this is a recurring issue (3rd call in 30 days)