There are five lights on your Motorola SURFboard modem; these are Power, Receive, Send, Online, and Activity. Check each of the lights in turn to make sure it does not indicate a problem.
Note: There is also a Standby light on the 4200 and 5100 models, but this is not used in Troubleshooting.
Power
The Power light should stay lit to indicate power to your SURFboard.
If the Power light fails to stay lit, unplug the cable modem from the electrical supply and plug it into a different socket.
If the Power light remains unlit, please call Virgin Media technical support who will guide you through further tests.
Receive and Send
The Receive and Send lights flash whilst the SURFboard is searching for a connection to the Internet, and stay lit once the cable modem has 'locked on'.
If the Receive and/or Send lights do not stay lit after several minutes, an engineer will need to attend to investigate. To arrange this, please call the Virgin Media technical support line.
Online
The Online light stays lit once the SURFboard has established a connection with the Internet, and is ready for use.
Activity
The Activity light, (called PC Activity on the 5100), flashes to indicate data being sent and received via your SURFboard.
If you still can’t connect, click here to go to the next step.
