Introduction

If you cannot access the Internet on any computer in your home and the picture on your TV is frozen or missing, start your troubleshooting by resetting your Fibe Internet modem and Fibe TV receiver.

NOTE: Moving the modem from its original jack will cause service disruptions. If you have moved your modem, please put it back in its original location. It may resolve the service issues you are experiencing.

If you wish to have your modem moved to another location in your home, call us at 1 866 797-8686 and we'll arrange to have a technician do it for you.

Last Update:14/11/2011

Resetting your Bell Fibe Internet modem and Fibe TV receiver

To resolve issues with your Fibe Internet and Fibe TV services, your first step will be to reset your equipment. This will often resolve issues you may be experiencing

Resetting the Fibe Internet modem

The Bell Fibe Internet service is delivered through your modem. Follow the instructions below to reset it based on the type of modem you have.

White modem

1. Locate the power cable above the power switch.
   
2. Remove the cable. Wait 10 seconds and reinsert the cable.
3. The lights on the front (except for the power LED) will blink as the modem goes through its start-up routine.

It will take a few minutes for the modem to complete its start-up routine. Wait until your INTERNET LED is either solid green or flashing, indicating that your modem is now transmitting video and Internet data

Black modem

1. Locate the power cable on the back of the modem.
   
2. Remove the cable. Wait 10 seconds and reinsert the cable.
3. The lights on the front (except for the power LED) will blink as the modem goes through its start-up routine.

It will take a few minutes for the modem to complete its start-up routine. Wait until the WAN, INTERNET and TV indicator lights all turn blue, indicating that your modem is now transmitting video and Internet data

Resetting the Fibe TV receiver

After resetting your Fibe Internet modem, you should also reset your Fibe TV receiver(s).

Beginning with your HD PVR, press and hold the POWER button on the receiver (front left) for five seconds (until the red, green and blue lights in the centre go on) and wait for the TV service to come back.

Repeat the process with your other Fibe TV receivers.

Last Update:14/11/2011

Other troubleshooting tips

Check power connections

With the modem in its original location, verify that it is powered by checking if the POWER LED is lit.

If not, make sure you've plugged the power cable securely into a working outlet and that the other end is firmly connected to your modem.

White modem: The power cable should be plugged in just to the left of the power switch.

Make sure the switch is set to ON. The power LED should light up right away.

Black modem: The power cable should be plugged under the modem.
The power LED should light up right away.

If your modem is plugged into a power bar or surge protector, make sure that the power bar is on. If necessary press the reset button on the power bar to restore power.

If the modem is connected to a switched electrical outlet, make sure that the switch is on.

Check phone line connection

It is also important to verify that your modem is firmly connected to your phone line and is able to receive and transmit data. Remember, your Fibe Internet modem is designed to work with the phone jack where your service was originally installed. If you've moved it, make sure to move it back.

White modem

1. Plug one end of the phone cable into the Fibe Internet phone jack.
   Note: Remove any phone filters before plugging the cable into the jack.
2. Plug the other end of the phone cable into the VDSL port on the back of the modem.
   
3. If using a wired connection, plug one end of the Ethernet cable into your computer's Ethernet port.
   Note: Ethernet cables have larger plugs than phone cables.
4. Plug the other end of the Ethernet cable into any Ethernet port on the back of the modem (1, 2, 3 or 4).

1. Plug one end of the phone cable into the Fibe Internet phone jack.
   Note: Remove any phone filters before plugging the cable into the jack.
2. Plug the other end of the phone cable into the DSL port on the bottom of the modem.
   
3. If using a wired connection, plug one end of the Ethernet cable into your computer's Ethernet port.
   Note: Ethernet cables have larger plugs than phone cables.
4. Plug the other end of the Ethernet cable into any yellow Ethernet port on the back of the modem (LAN 1, 2, 3 or 4).

Last Update:14/11/2011