Modem Not Working... Orange Lights?

Hey all got a question. The internet does not work at my parent's place. They said the netgear modem they have dropped but it was a very short drop. Basically imagine you have a very short table that you put that modem on... but when it falls, its basically very short as the distance is short. The lights do show but many of them are range. They currently use optimum online.


Model is netgear n600.I was told that when they try to connect to wifi from their phone, they get a message like this


The coaxial cable is not properly connected.

Check and tighten the coaxial cable from the wall to the back of the cable modem.

If the cable is properly connected and you still do not have internet connection

Click continue

When they clicked on continueIt says

Verify that the coaxial cable is not damaged



They are not tech savy at all. And they don't speak english that well. I told them to basically unplug all the wires and plug it back in to see if there are any issues. They said same issue. However, i asked what about the coaxial cable and they said it seemed very tight to the modem etc. So they could not take it out.Can someone tell me how they could fix this issue or what could possibly be the issue for this? It started recently and they said it did dropbut it was a short drop. Can someone tell me what is the possible issue with this?

So i then spoke to the person on the phone. They asked me if they modem shows lights. So when it works, there should be all green lights but one light that is orange that woulds it works. Well there is 3 orange lights and 2 green lights. So based on that, that would mean this has to do with the modem right?


Also they told me the coaxial cable has to be removed with a wrench and you cannot take it out like regular wire from the modem etc.


Does anyone know if resetting this netgear router could possibly solve this issue? They said they could have someone to come over to fix this issue but anyone think resetting the modem could possibly fix this? Because i rather try that if its that simple. The other thing is this. I want to make sure the wifi connection name and the password is the same as before. So if one were to reset this modem, they can easily do that right? If they have someone from optimum come over, they could ask them to make the wifi connection and password the one they have currently? Like to know what you all think is the best option here. I also like to add there was huge winds not that long ago. It wasn't a storm but lot of wind that blew off a lot of physical items etc. Does anyone think that could have caused this? The thing is the coaxial cable which is connected to the netgear modem... it actually goes outside as well through the window etc. So maybe that got damaged?

You've got multiple pieces in play here so you need isolate which device is the problem. Disconnect the modem from the router (this will be the Ethernet cable to router's WAN port.) Connect the modem directly to a computer's Ethernet port. Open your browser and try to connect to a website. If this works, you've confirmed that the modem and the coax cable aren't the problem. If this fails, swap out the coax cable and repeat the web surf test after you've power cycled (off/on) the cable modem.

Once you've gotten the modem talking to the computer's Ethernet you can reconnect the modem's WAN port to the router and power cycle the router. It may take a few minutes for the router to go through all it's connection processes so wait until you see the Internet status light turn green ... then try to connect the computer via wi-fi.