How (and when) to reset your modem to default settings

A reset returns your modem to its factory default settings. It will also erase any customized settings you have made, including personalized password and WiFi settings. You can save custom settings before doing the modem reset and restore them after the reset is complete.

front view of C5500 or C6500 smartNID

CAUTION: If you have a wall-mounted SmartNID, contact our tech support team before attempting a reset.

Please do not attempt a factory reset without assistance.

When to reset the modem

Is a factory reset the right choice? It's usually a good idea to try a simple restart first. 

Two ways to restart your modem

Did you already try restarting your modem and it still isn't working right? This could mean it's failing to connect to the internet or your devices. If so, you can try resetting your modem to its default settings. You may also use a reset if you changed settings by mistake and don't know how to undo them. Usually a reset is a last resort before calling on our tech experts.

A full factory reset may fix the following issues:

How to reset the modem

These reset instructions are for modem/router gateways only. Do not attempt to reset a SmartNID modem.

How to save custom settings before a reset

Method A (preferred): Sign in to the modem admin settings

Method B: Use the reset button on the back of the modem

Method A: The secure modem settings

3. Select the Utilities icon in the main menu.

Utilities menu in the modem GUI

4. Select Restore Defaults from the menu on the left side, then select "Restore" next to the last option (Restore Modem to Factory Default State).

Tech savvy users, if you know what you're doing, you can restore specific modem settings from this menu, such as admin credentials, PPP credentials, wireless settings, etc. Options may vary by modem.

Modem utilities - Restore defaults options

5. Wait 3 to 5 minutes for the modem to complete the reset.
 

6. You may see the lights flash as the modem boots up. Once the light ring or the internet light turns green (depending on your type of modem), that means you're back online.

7. You will need to reconnect all of your devices to your WiFi network. The network name (SSID) and WiFi password (security key) will revert to the defaults printed on the modem sticker.

Method B: Using the RESET button

The reset button is usually red and is located on the back side of the modem. 

 

  1. With the modem plugged in and turned on, use a paperclip or pen tip to press in the reset button until you feel or hear a slight click. Hold it in for 10 seconds.

  2. When the power light on the modem turns orange/yellow, release the button.

    Note that if you keep pressing the reset button for 15 seconds, the power light will turn red and your modem will reboot rather than reset. If this happens, wait for it to finish rebooting, then try the reset again.
Rear view of C4000 showing reset button
Rear view of C3510XZ showing reset button

3. Wait 3 to 5 minutes for the modem to complete the reset.
 

4. You may see the lights flash as the modem boots back up. Once the light ring turns green (or the internet light, in the case of a 3000 series modem), you're back online.

5. You will need to reconnect all of your devices to your WiFi network. The network name (SSID) and password (security key) will be the defaults shown on the modem sticker.

Important:  If you have customized your modem's admin username and password OR your network name (SSID) and WiFi password, these will be reset to the defaults. Use the credentials printed on the modem sticker to access the admin settings and WiFi network. You can then customize these settings again if you want.

Need more help? Chat with us here, in the app, or from the account portal. If you prefer to call, you can do that too. 

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