MG8702 - FAQ and Troubleshooting Tips

What if I can’t make an Internet connection right after installation?

• Turn off your MG8702 for at least 10 seconds, then turn it back on, to see if that fixes the problem.
• Check the connections you’ve made to your MG8702. Power and coax connections are required, and up to 4 Ethernet connections are optional. Are those connections strong? Be sure that the coax cable connection is tight enough, possibly using the coax wrench to carefully tighten a bit more.
• Check that the MG8702's power adapter is plugged into a live outlet, and that the Ethernet cable is connected securely.
• Make sure that your coax cable is live. You can check by using it with a TV.
• Check that you provided the correct setup information to your cable service provider.
• Contact your cable service provider to make sure they’ve turned on your Internet service.

What if my MG8702 device has been working, then stops working?

1. Turn your MG8702 device off for at least 8 seconds, then turn it back on, to see if that fixes the problem.
2. If the MG8702 device’s lights don’t come on, check that the modem is getting power from its power adapter and that the MG8702 device’s power button is on.
3. Check your MG8702 device cables.
4. Check with your service provider. Sometimes there’s a service outage or some other service issue. Sometimes a service outage also affects your TV service, be sure to check that as well.

What if I am connected wirelessly, but my connection seems slow or keeps dropping?

1. Ensure you know the speed of your service plan.
2. If you have access to the Minim App, you can run a speed test from the main Network screen. Scroll to the bottom of the page and run a speed test. The results will be posted within a minute or so. If the speed test yields good results, we recommend checking the signal strength of the connected devices.
3. If you don’t have the app, check the speed with a computer plugged into one of the modem’s Ethernet ports. Using a web browser, search for broadband speed test. Select a speed test option and run it. Make sure your computer’s LAN port supports gigabit rates (1000BT or GE). You will need this LAN port speed if you want that computer to achieve service speeds of 100 Mbps or greater.
4. If you get good speed when your computer is plugged into the modem, you may have a wireless problem. Below are some possible steps to take to resolve the problem.
   • Where possible, put the MG8702 in a central place so that it’s not too far away from your other wireless devices.
   • Try to avoid interference from other wireless devices such as Bluetooth headsets and stereos, microwave ovens, wireless printers, and 2.4 GHz cordless phones and base stations. Don’t put the MG8702 close to these interfering devices.
   • Sometimes it helps to change the MG8702 wireless channel frequency to reduce interference with neighbors’ wireless networks. This is discussed in the Troubleshooting section of this Quick Start.
   • Wireless range can be limited by issues like weak wireless clients and challenging building configurations. Some devices that connect to the MG8702 do not have as powerful a wireless signal, so those devices may slow down your network’s WiFi. If you need greater wireless range far away from your MG8702, you could add a Range Extender.
5. Some video streaming services get bottlenecked, especially at busy times such as after dinner. See whether you have the speed problem at other times.
6. Try connecting your MG8702 device nearer to where the coaxial cable comes into your home. This lets you see whether your home’s cabling is a problem.
7. If you’re using a splitter with your MG8702 device, try the MG8702 device without the splitter to see if that helps. If it does, you may need to get a better splitter, one with a top frequency of at least 1,000 MHz.

How do I check to see if my cable modem is approved by my cable service provider?

1. Leading cable service providers have a list of certified cable modems for each of their Internet speeds.
2. You can check the list for your service provider for approved modems/gateways or find more information by reaching out to our CS team What if I don’t know my MG8702 device’s Wireless Network Name/SSID or Security Key/Password?
3. Refer to the label on the bottom of your router. It shows the default values for you to use. If you changed these credentials, try to remember where you put the new values. We recommend writing new values on a label and attaching it to the bottom of the MG8702.
4. If you are using the Minim app with your MG8702, you can view a copy of the Wireless Network Name/SSID and Password. From the app, you can update this information if needed.
5. You can also find this information in the MG8702 device Configuration Manager.
6. If all else fails, reset the device to factory defaults by holding the Reset button for 10 seconds. (A paperclip helps.) You can then use the default values.

What if the first time Wireless Setup screen does not appear in Configuration Manager after changing my name/password?

1. If you encounter a problem, you can restore the factory modem/router network names and passwords by pressing the Reset button on the back of the modem/router for 10 seconds using a paperclip.

What if I think that wireless devices are interfering with my MG8702 device wireless router?

1. First, make sure that your MG8702 device has been placed as far away from interfering devices — like Bluetooth transmitters and neighboring WiFi routers — as possible. Then, try to pick a lesser-used wireless channel for your MG8702 device by going into your MG8702 device’s Configuration Manager.
2. In the Configuration Manager, click the Advanced button at the top of the page, then click the Wireless and Scan menu items on the left panel.
3. Click the ScanWirelessAPs button. A list will appear of competing wireless networks, including the channels they are using. Write down one or more of the lesser-used channel numbers, since a less used channel should be better for your MG8702 device.
4. On the left panel, click the Wireless Basic menu item.
5. On the Basic page, select the channel you want in the Channel pulldown, then click Save.

Still, having trouble? Reach out to our Technical Support team. We're happy to help!