This guide will provide instructions for rebooting (power cycling) your Digital Boxes, Arris Gateway, Modems and Digital Phone Terminals. A power cycle is a basic troubleshooting step to try if a service isn't working as it should. When a piece of equipment is power cycled, it forces the unit into a known, good state. Quite often this will resolve problems with the service.
If you are using a Digital Box with the classic guide, the channel guide will display To Be Announced after the reset. This is normal; you can expect the channel listings to populate within the hour. If your Digital Box has an Expander (External Hard Drive) connected to it, please refer to:
Learn more: How to reset a digital box with an Expander
Power cycling a digital box simply means turning it off and on. If you do not have an Expander connected to your Digital Box, please perform the following steps to reset your Digital Box:
Follow these steps to reboot (power cycle) your Gateway / Portal system.
If you want to reset your Arris Gateway system on your own, you can perform the following reset:
Reset button on the back of the portal
Reset button on the back of the main gateway unit
If you are still experiencing issues after performing these resets, please Contact Us.
Follow these steps to reboot (power cycle) your Ignite WiFi Gateway.
Related: Equipment Info: Ignite WiFi Gateway
Follow these steps to reboot (power cycle) a modem or router.
If you are still experiencing issues after following the above steps, please follow these steps to bypass your router:
If you are unable to connect to the Internet after bypassing your router, please contact our technical support line at 1-888-472-2222. Otherwise, if you are able to connect to the Internet while connected directly to the modem, you will need to consult the manufacturer of your router for further support.
Follow these steps to reboot (power cycle) a Digital Phone Terminal (DPT).
Additionally, each device can be reset using the pinhole reset. Click the name of your device for additional troubleshooting steps:
Note: The Arris TM502 and TM602 models both have the same front display. Please check the sticker on the back of the unit located to the left or right of the power plug for your specific model.