Internet connection drops with the MG7540

If your internet connection is dropping on your MG7540, you will need to determine if it is the wireless connection dropping or the entire connection dropping.

If you determine it may be your wireless connection, you should follow our wireless optimization guide: Wireless Guide

ENTIRE CONNECTION DROPPING

FIRST STEP:

  • Unplug the MG7540 from the power source.  Don't just turn it off.  Unplug the power cable from the modem.  Wait 15 seconds, and then plug back in the power cable.
  • Once the MG7540 is powered up and the LED lights are on or flashing, power cycle any device that connects to the modem (smart phones, tablets, iPads, smart TV's, laptops etc).

SECOND STEP:
Check the coax cable going into your modem.  Make sure it is tight and secure (you shouldn't be able to easily unscrew the coax cable into your modem).  Also check where the coax cable is connected into the wall coax jack and make sure that is tight and secure.

Loose coax cable can cause intermittent connections and internet connection drops.

THIRD STEP:
If you have a splitter (your coax cable splits into your TV cable box and your cable modem), remove the splitter and connect your modem directly to the wall jack using your coax cable.  

See if you get connection drops.  If you do, the splitter is bad.  You can replace the splitter easily - electronic stores sells them and they're not expensive.

Splitter.jpg  

FOURTH STEP: 
Login to your modem by opening your Web Browser.  In the address bar (located at the very top of the browser), type in:

http://192.168.0.1   (then press the ENTER key)

In the login dialog box, type the following user name and password in lower case, then click OK.
User Name: admin
Password:   motorola

The "Basic Status and Settings" page should appear.  It should look similar to the following page:
7540_Status.jpg

Select "Advanced" in the top right corner.  Then go to "Status" in the top left.
Hover your mouse over "Status" and select "Connections."

You will some information about the line conditions coming from your Internet Service Provider.  Look at the last 2 columns of the "Downstream Bonded Channels."  They should be labeled Corrected and Uncorrected.

If there are any numbers listed in those columns, that is an indication of line issues causing packets to drop.  The service provider typically has to run a line maintenance to resolve that issue.  You would want to call your Internet service provider and let them know you logged into your modem and suspect you may have a line issue (explain what you did so the tech knows you have already looked into your modem logs).

Next you will want to hover your mouse over STATUS at the top, once again, and select "Event Log."

You will see a table that has 3 columns:
Column 1:  Time & Date
Column 2:  Priority
Column 3:  Description

If there are any Critical 3 priority entries with a description listing T3 or T4 Timeout, that indicates the signal from your Internet Service Provider is dropping.  If you have several of these entries, you will need to call your service provider and have them check their signals.

LASTLY:
Before you contact tech support:

Factory Reset - It is good to reset the unit back to factory settings and clear out any glitches that may have developed within the unit.

Please take note of any special settings you may have applied to the unit.
(Save a backup config file before doing the reset if you wish)

You will need a pin or straightened paper clip.
Leave the modem POWERED ON.
In the back of your device, locate the RESET hole.
Push the RESET hole in for about 25 seconds.  Then release.

Wait for the unit to reconnect.  (If you saved a backup config file, you can load that back into the unit now).

See if your connection improves. 

Read THIS for helpful tips for your wireless home network!

 

Still need help?  We are here to answer your questions!
You can EMAIL Tech Support or CALL us at:
support@motorolanetwork.com  1-800-753-0797 (8:30am-10pm Monday – Friday. 
Saturday 8:30am - 5pm EST)

 

 

 

 

 

 

 

 

 

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