• Español
  •  
  • Ashburn, VA

    Let us know the location you'd like to browse.

    or

    Already a Cox Residential customer?

    Looking for Business services? Go to Cox Business home

Phone

Did you forget your voice mail password? How about problems with the fax machine? Going on a trip and need to manage call forwarding? Whatever your question, we make sure our digital telephone support has the answers.

Back Print Article

Troubleshooting Arris TM602 Modem

Last Updated: Wed, 13 Aug 2014 > Related Articles

5 rated this

Summary

Learn to troubleshoot the Arris TM602 modem.

Solution


Installation

 

If you need help setting up your cable modem, refer to the following articles.

 


Front View

 

Back View

 

Modem Lights

 

 

Important: This modem is a Voice Over IP Modem. If the modem is reset, you will lose phone service.

The TM602 has eight indicator lights. The following table describes the light patterns during normal operation.

Modem LightStatusProblemSolution
PowerSolid GreenNoneN/A
Flashing GreenNo power / good batteryVerify power supply connections and electrical outlet. Also make sure the outlet is not connected to a switch.
OffNo power / no batteryVerify power supply connections and electrical outlet. Also make sure the outlet is not connected to a switch.

DS (Downstream)

Solid GreenNoneN/A
Flashing GreenNo Connectivity to InternetVerify all cable connections. Try resetting the modem. If connection is OK and modem reset does not correct the problem try re-provisioning the modem.
Off Verify all cable Coaxial connections and try resetting the modem. Verify there isn't an outage in the area.

US (Upstream)

Solid GreenNoneN/A
Flashing GreenNo Connectivity to Internet or in Standby ModeVerify all cable connections. Try resetting the modem. If connection is OK and modem reset does not correct the problem try re-provisioning the modem.
Off Verify all cable Coaxial connections and try resetting the modem. Verify there isn't an outage in the area.
OnlineSolid GreenNone.N/A
OffInternet not availableVerify all cable connections. Try resetting the modem. If connection is OK and modem reset does not correct the problem try re-provisioning the modem.
LinkSolid GreenNoneSuccessfully found the computer through an Ethernet connection.
Flashing GreenNoneModem is transferring data.
OffNo Ethernet foundVerify Ethernet cable connections, the TCP/IP settings and the NIC. You might need to reinstall the NIC drivers. If this does not resolve the issue, try re-provisioning the modem.
Telephone 1Solid GreenNoneService available phone on-hook.
Flashing GreenPhone off hookHang up the phone
OffService not available 
Telephone 2Solid GreenNoneService available phone on-hook.
Flashing GreenPhone off hookHang up the phone
OffService not available 
BatterySolid GreenNoneBattery good
Flashing GreenBattery badVerify power is connected to the modem.
OffBattery missing 

Troubleshooting Tips

 

Try the following tips to troubleshoot the Arris TM602
ProblemPossible Fixes
Data and telephone services are out
  1. Check power connections.
  2. Check cable connections (Is the TV working?). If yes, press the Reset button.
Data service is not working using the USB port (Windows XP and Windows Vista), telephones work
  1. Check the USB cable connections. Disconnect and reconnect the USB cable from the Telephony Modem and computer.
     
    Note: If you are using a powered USB hub, ensure the hub is turned on.
     
  2. Did you load the USB drivers? If not, load the drivers.
  3. Reboot the computer.
  4. Press the Reset button on the back of the Telephony Modem.
Data service is not working using the USB port, telephones work
  1. Attempt recovery action listed above.
  2. Reinstall USB drivers by following these steps:
     
    1. Disconnect the USB cable between the computer and the Telephony Modem.
    2. Use the ARRIS Uninstall utility (remove.exe on the ARRIS driver CD) to remove the improperly-installed driver.
    3. Reboot the computer.
    4. Reinstall the USB drivers.
Data service is out (Ethernet), telephones
work
  1. If the Link LED is off, check the Link LEDs at the Telephony Modem and the connected computer or hub.

    Notes:
     
    • If you are using a hub, is the hub turned on?
    • Are you using the right Ethernet cable? Use a straight cable for direct connection to a computer or cross-over cable for connection to a hub.
  1. Press the Reset button on the back of the Telephony Modem. Telephone service is out, data works.
  2. Is the Telephone LED for the line lit? If not, contact your cable operator for assistance.
  3. Make sure all phones on the line are hung up properly.
  4. On remote and powered phones, check power and battery status.
  5. Check the telephone cables to ensure they are connected tightly and the cables are not cracked or broken.
  6. If a “fast busy” is heard, contact the contact the cable operator for assistance.

Rate this Article:

Related Topics:

Give us your feedback:

Feedback

Maximum 500 characters

Back Print Article

Need More Help?