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We have to check the physical connection first to make sure everything is set up correctly before we test the connection of our CPE. Checking how the modem is installed correctly to the phone jack and to the computer/laptop. Make sure that we a have filters on our phones and not to the modem since it will hinder the digital signal coming from the ISP. Once everything concerned with the physical connection is ok then that's the time that we check the modem configuration especially if there is a need to go to the modem's GUI. We have diff types of connection: PoE, DHCP and Static so we will base the troubleshooting steps based on these connection types.
Basic Troubleshooting steps will be:
> Check for physical connectivity first. That will include the patch cord(Cat5 Ethernet cable), power cables etc if it is connected properly to the required devices.
> once that is done, its time to check for connectivity using your system/PC. making sure that the patch cord is connected from the modem/router to your system, check if you have got the correct IP address on your system. You can do that by various methods.
> After checking for the IP address, try to ping the Gateway address (that will be the exit path & mostly it will be the router/modem interface). If ping is successful then the connectivity from your system to the router/modem is fine. If NOT then there is a physical connectivity problem. The problem might also be on your system's TCP/IP stack. You can verify that by pinging.0.0.1 (loopback).
> If you are successful in pinging your gateway, then next step will be pinging an internet address (for eg: ping www.google.com). If it is not successful then probably there is an issue with the upstream ISP.
> restart the modem/router once to check again.
above mentioned are just the basic steps for troubleshooting connectivity issues. there are various methods to do the same.
