*Is the System Status light lit up green on the battery backup? Is the battery backup plugged in properly? Verify the plug to the wall outlet is secure AND the other end of the power cord is securely plugged into the battery backup unit. If either end of the power cord is loose, secure the connections, then move on with additional troubleshooting steps if necessary. ***NOTE: Verify that you have power to the outlet. To quickly test it by plugging in any small appliance (ex. radio, lamp, etc).

If power to the outlet has been verified, but the “System Status” light is still not lit up green, do a hard reset on the battery backup by holding the “Cold Start” button for 5-10 seconds. If the green “System Status” lights still will not come on, call telephone provider.

• If either end of the power cord is loose, secure the connections then see if phones work
• If telephones do not work, take a corded phone and plug it into the protector jack on the outside of the house. If the phone does not work at the protector jack, the problem is an outside issue (create a trouble ticket). If the phone DOES work, the problem is on the inside. Go back inside the house and proceed to step **.
• Unplug all corded telephones.

• ** After all telephones have been unplugged, plug each phone back in (one at a time), checking for dial-tone each time.
• If the phones do not work after going through the steps outlined above, call telephone provider.

Internet IS Working:

• Verify the connections on the phone are securely in place and the it is directly plugged into the phone jack from the ONT.

• If you have a cordless phone base, power cycle and double check to make sure it is plugged in to a working electrical outlet.
• If you still have no service, then see if you have a spare corded phone and plug directly into the ONT. If it works then other cordless phone is bad.
• If phone still does not work, if you have another line cord try to see if you can use it, to make sure it is not a bad line cord.
• If phone still does not work, power cycle the ONT (the internet will reboot as well when doing this).

• Take a corded phone and plug it into the protector jack on the outside of the house. If the phone does not work at the protector jack, create a trouble ticket. If the phone does work, the problem is on the inside. Go back inside the house and proceed to step **
• **Unplug all corded telephones.
• After all telephones have been unplugged, plug each phone back in (one at a time), checking for dial-tone each time.
• If the phones do not work after going through the steps outlined above, call telephone provider.

If phone still does not work, call your telephone provider.

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Internet Router Troubleshooting

• Verify that the battery backup unit is securely plugged in and the correct CAT5 cable is plugged into the “ETH WAN” port (blue) on the back of the modem
• Turn modem off for at least 30 seconds. Turn modem back on
• If router lights are turned on and lights are green, try acessing the webpage. (ex tablet, laptop, smart-phone, etc).
• If you are still experiences trouble, check your settings on their wireless device (ex tablet, laptop, smart-phone, etc) to make sure the WIFI is enabled on the device itself.
• Try to connect with a wireless device and access a webpage (ex tablet, laptop, smart-phone, etc).
• If you still cannot access a web page, reset the ONT to see if it comes back up. If no change, call your internet provider.

• Verify that the battery backup unit is securely plugged in and the correct CAT5 cable is plugged into the “ETH WAN” port (blue) on the back of the modem
• Turn modem off for at least 30 seconds. Turn modem back on
• If router lights are turned on and lights are green, try acessing the webpage. (ex tablet, laptop, smart-phone, etc).
• If you are still experiences trouble, check your settings on their wireless device (ex tablet, laptop, smart-phone, etc) to make sure the WIFI is enabled on the device itself.
• Try to connect with a wireless device and access a webpage (ex tablet, laptop, smart-phone, etc).
• If you still cannot access a web page, reset the ONT to see if it comes back up.
• If no change, call your internet provider

• Verify that the battery backup unit is securely plugged in and the correct CAT5 cable is plugged into the “ETH WAN” port (blue) on the back of the modem
• Hold the WIFI/WPS button in for 15 seconds and let go. The WIFI light on the front of the modem should then come on within a couple of seconds.
• Try acessing the webpage. (ex tablet, laptop, smart-phone, etc).
• If you are still experiences trouble, check your settings on their wireless device (ex tablet, laptop, smart-phone, etc) to make sure the WIFI is enabled on the device itself.
• Try to connect with a wireless device and access a webpage (ex tablet, laptop, smart-phone, etc).
• May also need to enter your WIFI password in order to connect. *The wireless password is located on the bottom of the Comtrend modem as WIFI Key. NOTE: The WIFI Key is case sensitive.

• Verify that the power cable is plugged into the back of the router and that the wall plug is plugged in
• Plug in an AC powered lamp or radio into the same outlet as the router to verify the outlet has power.
• If outlet has power and router is plugged in correctly, call your internet provider.

• If ONT’s POWER light is off, verify that the power cable is plugged into the ONT and that the wall plug is plugged in. Try pluging in an AC powered lamp or radio into the same outlet as the ONT to verify the outlet has power.
• If FIBER light is off and POWER is on, call your internet provider
• If LAN light is off, but POWER and FIBER lights are on, unplug CAT5 cable and plug back in on both ONT and ETH WAN port on router.
• If you cannot access a web page, have them reset the ONT to see if it comes back up. If no change, call your internet provider.

• Turn modem off for at least 30 seconds. Turn modem back on
• If router lights are turned on and lights are green, try acessing the webpage. (ex tablet, laptop, smart-phone, etc).
• If you are still experiences trouble, check your settings on their wireless device (ex tablet, laptop, smart-phone, etc) to make sure the WIFI is enabled on the device itself.
• Try to connect with a wireless device and access a webpage (ex tablet, laptop, smart-phone, etc).
• If you still cannot access a web page, reset the ONT to see if it comes back up. If no change, call your internet provider.

• Verify that telephone cord from the wall is plugged securely into the DSL port on the back of the modem.
• If cord is securely in place, but there is still not a solid green DSL light on the front of the modem:
• Turn modem off for at least 30 seconds. Turn modem back on
• If router lights are turned on and lights are green, try acessing the webpage. (ex tablet, laptop, smart-phone, etc).
• If you are still experiences trouble, check your settings on their wireless device (ex tablet, laptop, smart-phone, etc) to make sure the WIFI is enabled on the device itself.
• Try to connect with a wireless device and access a webpage (ex tablet, laptop, smart-phone, etc).
• If you still cannot access a web page, reset the ONT to see if it comes back up.
• If no change, call your internet provider

• Hold the WIFI/WPS button in for 15 seconds and let go. The WIFI light on the front of the modem should then come on within a couple of seconds.
• Try acessing the webpage. (ex tablet, laptop, smart-phone, etc).
• If you are still experiences trouble, check your settings on their wireless device (ex tablet, laptop, smart-phone, etc) to make sure the WIFI is enabled on the device itself.
• Try to connect with a wireless device and access a webpage (ex tablet, laptop, smart-phone, etc).
• May also need to enter your WIFI password in order to connect. *The wireless password is located on the bottom of the Comtrend modem as WIFI Key. NOTE: The WIFI Key is case sensitive.

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