Troubleshooting Tips for ARRIS/Surfboard SBG6700

Cable Modem Support Internet

The following information applies to the ARRIS/Surfboard SBG6700.

ARRIS/Surfboard SBG6700

ARRIS 6700

Modem Light	Status
Power	A solid light indicates the modem is powered on.
Receive	Solid Green indicates connection from the computer to the Internet established on one channel Solid Blue indicates operating on more than one channel
Send	Solid Green indicates connection from the Internet to the computer established on one channel Solid Blue indicates connection from the Internet to the computer established on more than one channel
Online	Solid Green indicates the modem is operational.
2.4 GHz Wireless	Solid Green indicates 2.4 GHz wi-fi connection
5.0 GHz Wireless	Solid Green indicates 5.0 GHz wi-fi connection

Troubleshooting Tips

If you are having troubles connecting to the internet, first try to reset the modem by unplugging the power cord from the modem and wait 1 to 2 minutes. When the modem lights come back on restart your computer. If you are still not able to connect refer to the table below for possible solutions.

Problem	Possible Solution
POWER light is off	Check that the power cord is properly plugged into the wall outlet and rear panel of the modem. Check that the electrical outlet is working. If electrical connection is OK and modem reset does not work, contact Customer Support.
RECEIVE light is flashing	Check the coaxial cable connection at the modem and wall outlet. Check that the USB or Ethernet cable is attached at the modem and the computer. Try to reset the modem by unplugging the power cord from the modem and wait 1 to 2 minutes.
SEND light is off or flashing	Try to reset the modem by unplugging the power cord from the modem and wait 1 to 2 minutes. If the cable modem has been moved to a different outlet please contact customer service to relocate the modem. If you have a splitter feeding a TV on the same coaxial line as the cable modem, remove the splitter and connect the coaxial cable directly the modem.
ONLINE light is off	The modem has not registered with CableAmerica servers. Contact Help Desk to verify the MAC Address of your cable modem.
Online LED is off or flashing	The modem has not registered with CableAmerica servers. Contact Help Desk to verify the MAC Address of your cable modem. The MAC Address is located on the bottom of the cable modem.
Wireless 2.4Ghz is Off	No WiFi client associated with the WiFi cable modem.
Wireless 5.0Ghz is Off	No WiFi client associated with the WiFi cable modem.

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