• Español
  •  
  • Ashburn, VA

    Let us know the location you'd like to browse.

    or

    Already a Cox Residential customer?

    Looking for Business services? Go to Cox Business home

Phone

Did you forget your voice mail password? How about problems with the fax machine? Going on a trip and need to manage call forwarding? Whatever your question, we make sure our digital telephone support has the answers.

Back Print Article

Troubleshoot Motorola SBV5222 Telephony Modem

Last Updated: Thu, 27 Dec 2012 > Related Articles

4 rated this

Summary

Learn how to troubleshoot the Motorola SBV5222 Telephony Modem.

Solution


Installation

If you need help setting up your cable modem, refer to the following articles.

 


Front View

 

Back View

Computer Connections

Telephone Connections

Modem Lights

Notes:

  • This modem is a CDT-PS eMTA. If you reset the eMTA, you will lose telephone service.
  • Motorola eMTA devices owned by Cox have the standby button disabled.
Modem LightStatusProblemSolution
PowerSolid GreenNoneN/A
OffNo powerVerify power supply connections and electrical outlet. Also make sure the outlet is not connected to a switch.
DS (Downstream)Solid GreenNoneN/A
Flashing GreenNo Connectivity to Internet or in Standby ModeVerify all cable connections and try resetting the modem. If connection is OK and modem reset does not correct the problem try reprovisioning the modem.
Off Verify all cable connections and that the modem is not in Standby mode. Try resetting the modem. Verify there isn't an outage in the area.
US (Upstream)Solid GreenNoneN/A
Flashing GreenNo Connectivity to Internet or in Standby ModeVerify all cable connections and try resetting the modem. If connection is OK and modem reset does not correct the problem try reprovisioning the modem.
Off Verify all cable connections and that the modem is not in Standby mode. Try resetting the modem. Verify there isn't an outage in the area.
OnlineSolid GreenNone.N/A
OffInternet not available, Standby mode enabled.Verify all cable connections and that the modem is not in Standby mode. Try resetting the modem. If connection is OK and modem reset does not correct the problem try reprovisioning the modem.
LinkSolid GreenNoneSuccessfully found the computer through an Ethernet connection.
Flashing GreenNoneModem is transferring data.
OffNo Ethernet foundVerify Ethernet cable connections, the TCP/IP settings and the NIC. You might need to reinstall the NIC drivers. If this does not resolve the issue, try reprovisioning the modem.
Telephone 1Solid GreenNoneService available phone on-hook.
Flashing GreenPhone off hookHang up the phone
OffService not available 
Telephone 2Solid GreenNoneService available phone on-hook.
Flashing GreenPhone off hookHang up the phone
OffService not available 
BatterySolid YellowNoneN/A
OffNo powerVerify power supply connections and electrical outlet. Also make sure the outlet is not connected to a switch.

Troubleshooting Tips

ProblemPossible Fixes
Data and telephone services are out
  1. Check power connections.
  2. Check cable connections (Is the TV working?). If yes, press the Reset button.
Data service is not working using the USB port (Windows ME, Windows 2000, and Windows XP), telephones work
  1. Check the USB cable connections. Disconnect and reconnect the USB cable from the eMTA and computer.
     
    Note: If you are using a powered USB hub, ensure the hub is turned on.
     
  2. Did you load the USB drivers? If not, load the drivers.
  3. Press the Standby button on the front of the eMTA until the DS, US, and Online LEDs are all on.
  4. Reboot the computer.
  5. Press the Reset button on the back of the eMTA.
Data service is not working using the USB port (Windows 98SE), telephones work
  1. Attempt recovery action listed above.
  2. Reinstall USB drivers by following these steps:
     
    1. Disconnect the USB cable between the computer and the eMTA.
    2. Reboot the computer.
    3. Reinstall the USB drivers.
Data service is out (Ethernet), telephones work
  1. Press the Standby button on the front of the eMTA until the DS, US, and Online LEDs are all on.

    Notes:
     
    • If the Link LED is off, check the Link LEDs at the Telephony Modem and the connected computer or hub.
    • If you are using a hub, is the hub turned on?
    • Are you using the right Ethernet cable? Use a straight cable for direct connection to a computer or crossover cable for connection to a hub.
       
  2. Press the Reset button on the back of the eMTA. Telephone service is out, data works.
  3. Is the Telephone LED for the line lit? If not, contact your cable operator for assistance.
  4. Make sure all phones on the line are hung up properly.
  5. On remote and powered phones, check power and battery status.
  6. Check the telephone cables to ensure they are connected tightly and the cables are not cracked or broken.
  7. If a “fast busy” is heard, contact the contact the cable operator for assistance.

MAC Address Label

HFC Mac - Use this MAC address to provision the Cable Modem section.

MTA Mac - Use this MAC address to provision the Telephony section.


Rate this Article:

Related Topics:

Give us your feedback:

Feedback

Maximum 500 characters

Back Print Article

Need More Help?