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Verizon 9100VM router troubleshooting tips
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You can use the Power, Ethernet, Broadband, and Internet lights on the front panel of the Verizon 9100VM router to help diagnose a connection issue with your router. Follow the steps below to diagnose and test the possible solutions for any connectivity issues you are experiencing.
1. Has your Verizon Fios line been activated?
- Verizon Fios service is not available until Verizon Online activates your line. You will receive notification from Verizon when your service has been activated.
2. If you're using only one computer, restarting your computer can help you re-establish a new connection.
3. Use the power switch to turn the power off on your Verizon 9100VM router, wait 15 seconds, and then turn it back on. Wait an additional 45 seconds so the router resynchronizes with the server and then try connecting to the Internet. This will fix most router connection issues.
4. Is the Power light illuminated?
- Light is green: The Verizon 9100VM router power is on. Go to Step 5.
- Light is off: The router isn't getting power
- Light is solid red: Power-on self test
5. Are any Ethernet lights illuminated (E1, E2, E3, or E4)? If you have a completely wireless network, you may not have any cables plugged into the Ethernet ports. If that is the case, skip to Step 6.
- Light for the port where a cable is connected is green: The Ethernet connection between the router and your computer is established. Go to Step 6.
- Light for the port where a cable is connected is off: No connection is established between the Verizon 9100VM router and your computer.
6. Is the Broadband light illuminated?
- Light is green: The connection between the router and Verizon Online is established and traffic is passing through the router. Go to Step 7.
- Light is off: The connection between the Verizon 9100VM router and the Verizon servers has not been established.
7. Is the Internet light illuminated?
- Light is flashing green: A connection has been established to Verizon and IP traffic is passing through the Verizon 9100VM router. Continue with Step 8.
- Light is off or red: The connection to Verizon failed.
8. Disconnect all networked computers and restart the main computer. Reconnect the other computers one-by-one to locate the problem. If you have completed all the diagnostic steps and still can't connect to the Internet, please contact the Verizon Fiber Solutions Center.
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Power Light is off
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- Verify that the power switch is in the on position.
- If the Power light is still not green, verify the connection between the power cord and the back of the router.
- Ensure that the other end of the power cord is securely connected to the electrical outlet.
- If the Power light is now green, continue with Troubleshooting Step
- If the Power light is still off, please contact the Verizon Fiber Solutions Center.
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Power light is solid red
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The Power light may be red for a few seconds while it runs a power-on self-testing routine.
- If the Power light remains solid red, there is a device malfunction. Shut off the router once again and then restart it.
- If the Power light is now solid green but you still can't access the Internet, continue with Step 5.
- If the Power light is still off, please call Verizon Fiber Solutions Center.
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Ethernet port light is off
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If the light is off for the port where the Ethernet cable is connected:
- Disconnect and reconnect the Ethernet cable to the Ethernet port on the back of your computer.
- If the Ethernet light is still off, plug the Ethernet cable into a different available Ethernet port.
- If the Ethernet light is still off, verify that you plugged the other end of the Ethernet cable securely into your computer's Network Interface Card (NIC).
- If the Ethernet light is still off, use Windows Device Manager to verify that the NIC in your computer is working correctly.
- If the Ethernet is flashing green or solid green for the port where your Ethernet cable is plugged in, continue with Troubleshooting Step 6.
- If the Ethernet light is still off, please contact the Verizon Fiber Solutions Center.
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Broadband light is off or red
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- Verify that the RJ-11 phone cable is connected securely to the wall jack.
- Confirm that the other end of the RJ-11 phone cable is connected securely to the VDSL2 port on the rear panel of the Verizon 9100VM router.
- If the light is still off, verify that a microfilter is installed between all telephone equipment and the telephone line. The Line side of the microfilter should be connected to the telephone line, while the Phone side of the filter should be connected to the telephone equipment.
- If the light is still off, verify that the router is connected to the telephone line without a microfilter.
- If the Broadband light is now green or flashing green, continue with Troubleshooting Step 7.
- If the Broadband light is still off, please call Verizon Fiber Solutions Center.