03-08-2024 11:58 PM - last edited on 03-09-2024 12:03 AM by RogersYasmine
I have an XB7 and for the last couple of days the white LED indicator light at the top is not on. The modem however appears to be working OK - I have what seems to be full internet connections, my UL and DL speeds are as expected, and I can't see anything obviously wrong. My WiFi is OK and my IoT connections are OK
I have unplugged and rebooted etc and all returns to "normal" but the white light will not come on. I get amber and green lights as it reboots but no sustained white at the end.
Is it possible that the LED is simply "out" as in non-functioning or is there likely to be a problem that I am just not seeing. Should I be calling tech support? I don't want to bother them for no good reason but if this is a portent of something bad lurking that is going to go south I'd rather get ahead of it. Anyone experience this? Ignore for now?
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03-09-2024 11:13 AM
@DrMike A multi-colour LED has internal red, green and blue emitters. If the blue emitter failed, depending on how the circuit is wired, the module could still output green and yellow/amber but have a broken circuit path when emitting white. It's quite possible that the rest of the modem/gateway is working fine. You could also try pressing the WPS button on the back of the modem. If the LED does not blink blue, that would confirm a broken LED.
Normally, I would ask Rogers to replace the gateway. However, I would be wary of doing so now with all those reports of people losing service for days/weeks due to problems activating replacement hardware.
03-09-2024 08:19 PM
@-G- wrote:
Normally, I would ask Rogers to replace the gateway. However, I would be wary of doing so now with all those reports of people losing service for days/weeks due to problems activating replacement hardware.
Would you mind expanding on this as this is not something I was aware of? Where/what is the bottleneck? Rogers staff? Faulty hardware? Other?
Thanks.
03-09-2024 09:50 PM - edited 03-09-2024 09:59 PM
@DrMike I don't think anyone really knows, or, if Rogers staff knows what the problem is, they're not providing any explanation to the public.
Essentially, the tech will install a modem or Fibre Optical Network Terminal as well for fibre service, but, Rogers is unable to provide any service thru the modem or ONT/modem combo. Is this a problem attaching the device to the account, or a problem with provisioning the correct speeds to the device, again, no one out in the public knows. This provisioning problem is a known problem. It could affect a customer for days or weeks, where the customer has no services. So, its the luck of the draw these days when you end up with a new or different modem, it might work, or, it might not work for days or weeks.
Here are some very recent examples from within the forum:
take a read thru this entire thread:
https://communityforums.rogers.com/t5/Internet/Provisioning-Issue/m-p/523098/highlight/true#M78082