Not applicable

New modem connected but no internet access

I just connected the new modem following the Easy Connect Kit instructions. After connecting my computer to the modem via ethernet cable, I was able to connect to the new network name BUT I have no internet access. What can I do? I had to connect my old modem back to be able to type this question!

4 REPLIES
Trusted Helper

Re: New modem connected but no internet access


@Adr1 wrote:

I just connected the new modem following the Easy Connect Kit instructions. After connecting my computer to the modem via Ethernet cable, I was able to connect to the new network name BUT I have no Internet access. What can I do? I had to connect my old modem back to be able to type this question!


Hi Adr,

 

I would say, shut down your computer, than unplug the power cord from both the modem and the router.  You can just unplug each from the back of the unit.  Wait for about a minute, and plug only the modem in first.  Wait for all the lights to come on the router.

 

Next, plug in the router and wait for all the lights to come back on so both the modem and router are online.  Now, reboot your computer.  Can you now browse the Internet?

 

If you still can't, call Spectrum and on the bottom of your router or on the side of the router  is a MACC Address number.  You will need to provide the MACC addresss to the Customer Care Representative, so that he/she can connect you to Spectrum's network.  The MACC address should be on the bottom or side of the router.

 

For reference what is the make and model of the modem and router that you have?  Our community may want to provide additional support based on that information if you are still having connection problems.

 

Satch

Lead Moderator

Re: New modem connected but no internet access

Hi

 

Once you connected everything had you called to have the modem activated?
Normally you would not be able to just swap back out to your old modem to 

get connection. 

 

You mentioned that you direct connected and were able to connect to the 

network name? This was not on the wireless for the computer correct? 

 

If you are still having problems I would definitely encourage you to 

contact support directly.

 

1-855-70-SPECTRUM (855-707-7328)

Twitter: @Ask_Spectrum

Or
Facebook: https://www.facebook.com/Spectrum


Regards,
Julia R.
Spectrum-Social Media Customer Care
Lead Moderator-Community Forums

Highlighted
Proven Sharer

Re: New modem connected but no internet access

REMINDER:  If the customer has a user-provided router following his Spectrum rented modem, the router MUST be reset to factory defaults before it will see the new rented modem.  IN ADDITION the rental modem will have to be set for bridging mode, with NAT disabled, DHCP disabled, and both WiFi bands turned OFF.  All those functions will be handled by the user-provided router.   The interconnecting ethernet cable must plug into LAN port 1 on the rental modem and into the WAN port on his router. 

Newcomer

Re: New modem connected but no internet access

"IN ADDITION the rental modem will have to be set for bridging mode, with NAT disabled, DHCP disabled, and both WiFi bands turned OFF."

 

-- This is only if it's a modem/router combination, correct? The modem I have doesn't have wifi, but I've tried three routers (two brand new and one older one) and I can't get any of them to connect with internet access