Modem Frequently Asked Questions

Help with your SkyLine/SkyBest Internet equipment.

*Please note, this information is only relevant for SkyLine/SkyBest DSL customers.  For more information or help with your SkyLine/SkyBest Fiber Internet, visit out Help Topics page.
 

What is the purpose of a modem?

The modem translates the broadband signal from your phone line and relays the information to your router or computer.

How do I reset my modem?

1. Pull the power cord and the ethernet cable from the back of the modem and wait 30 seconds.
2. After 30 seconds, plug back in the ethernet cable and power cord.
3. Wait for the modem to go through its startup procedure.
4. Restart your computer and try to connect to the internet.

Using my own modem

SkyBest modems are preconfigured for SkyBest Broadband Internet Service.
If you would like to use your customer-owned modem, please bring your modem by our SkyLine/SkyBest Customer Service Center for testing.
Modem/router combinations are incompatible with SkyLine/SkyBest service.

Troubleshooting your modem

My modem is not showing a connection.

• Reboot your modem by unplugging the modem and router from the power cords. This will be easiest from the back of each device.
• Reboot the computer or device you are trying to connect to the internet.
• Check that all lights on the modem are lit up. If the modems indicators are not lit up, make sure that the modem is plugged into a working outlet or power strip.
• Check that the modem is plugged into a working phone jack. To test the phone jack, unplug the modem and plug up a working phone. If there is no dial tone, the jack is not working. Try plugging the modem into another jack if possible.
• If the router still doesn't display any lights there may be a problem with your router. If you lease the modem, please bring it in to the nearest SkyBest Customer Center for replacement.

My modem shows a connection but is not working properly.

• Reboot your modem by unplugging the modem and router from the power cords. This will be easiest from the back of each device.
• Reboot the computer or device you are trying to connect to the internet.
• After one minute, reconnect the power cord to the modem. Once the DSL/ADSL light is on in the modem display, plug in the router. Be certain the Ethernet cord from the modem is plugged into the back of the router in the WAN or Internet port, not the 1, 2, 3 or 4 port. Those are for devices you want to hardwire to your router.
• Turn on your computer and see if your connection is working properly.

What is the purpose of a filter?

A broadband filter will remove the modem noise from your phone line. If you are not using filters with your broadband service, you may hear line noise or your broadband service may not maintain a reliable connection.

For additional help, contact our Repair Services team at 1-877-475-9546.

For help with your Fiber Internet, click here.