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Faulty Modem

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VII.  FAULTY MODEM
    **  Bad or Faulty Modem:
        1.  Symptoms: Vary
        2.  Lights: Vary
        3.  RADIUS: Vary

    **  No Modem Power / Red Power light
    A.  Toggle the Power Switch on the back of the Modem
    B.  Use another AC Outlet; Again, toggle the Power Switch
        1.  Success - Issue resolved.
        2.  TR for replacement

    **  Lights are flashing multi-colors
    A.  Reset Modem hard
    B.  Attempt to access firmware for reconfiguring
        1.  Success - Issue resolved.
        2.  TR for replacement

    **  No Ethernet light
        (Some companies can only replace a modem if all 4 ports are having 
        an issue on the modem, or if the customer is using the other 3 ports 
        and needs the 4th port which is deemed to be broke.
    A.  Bypass any Routers
        Success - Issue resolved
        Failure - Continue to next step
    B.  Verify second computer or router recognized on Modem Ethernet
        (Ethernet light comes on)
        1.  Success - Issue is with first computer system NIC
        2.  Failure - Continue with next step or offer to set up USB (req. CD)
    C.  Verify hardware setup - Try another Ethernet cable
        1.  Success - Issue resolved.
        2.  Request TR Approval

    **  Cannot log into Modem Firmware with admin/admin
    A.  Attempt logging into portal (admin/cust_password)
    B.  Reset Modem hard
    C.  Attempt the following - after each, attempt Modem access (admin/admin)
        1.  Hold down Reset until the power light flashes, then let go
        2.  Hold down Reset for 15 seconds
        3.  Disconnect all but Power, hold down Reset until the power flashes,
            then let go.
        4.  Disconnect all but Power, hold down reset, Disconnect Power,
            Reconnect Power, release Reset, Power Cycle Modem one more time
    D.  Attempt to access Modem Firmware (admin/admin)
        1.  Success - Issue resolved
        2.  Failure
            a.  Verify ALL Step C. complete
            b.  Ref. to L2 for further TS steps and LR Approval
            c.  Document what Modem is doing. (no power, red power,
                cannot login, cannot hard reset, etc.)