TIPS | Phones and Internet down? How to reboot your modem

This information applies to any CloudPBX or 'hosted' deployment that uses ADSL, and in particular, the 'Speedtouch' modem to deliver the ADSL to your IP phones.  If you have an onsite PBX, this information does not apply.

How to check if your VoIP-dedicated Internet circuit is down:

1 - Do most or all phones show 'No Service' (Aastra), or otherwise appear to have lost registration with the CloudPBX system?  If so, there is a good chance that the ADSL is offline

2 - If the phone does not show 'No Service', try dialing voicemail, by dialing your own extension or *97.  If you get no response, the ADSL is most likely offline.

3 - Try dialing another extension in the office.  Again, if there is no response, then the ADSL is most likely offline.

What to do if your ADSL appears to be down:

1 - First, check the status lights on the front of the modem.  Are the 'ADSL' and 'Internet' lights lit solid, turned off, or blinking?  Take note of this status, and then proceed to the next step.

2 - Reach around to the back of the modem and press the 'Power' button - it is a round button on the back of the unit.  It should power off.

IMPORTANT: Please use the power button, do not just unplug the unit.  Reconnecting the power while the power button is 'on' may put the modem into a 'failsafe' mode and it will not boot up properly.

3 - Wait 30 seconds.

4 - Press the 'Power' button again to start the modem back up.

5 - The modem will take a minute or two to boot up and sync with the system.  When the 'ADSL' and 'Internet' lights are lit, you should be back in service.

6 - Sometimes your router will need to be rebooted as well, just to quickly refresh its' state.  Nearly all routers can just have the power disconnected, then reconnected to accomplish this - they are not finicky like the Speedtouch modem.

If the router has a 'reset' button on the back, do not touch that.  In most cases, it will set your router back to the way it was when it first came out of the box, and it will need to be reconfigured.