Support Home > FAQ / Troublshooting:

 

I am new to the Internet, what do I do?
If you are new to the Internet, we recommend you downloading the Internet Basics 101 Guide!

What do I do if my cable modem is not connecting?
Look at the lights on your cable modem and take notice of which ones are flashing or solid, and what color. All modems have one light for the status of the cable connection. It might be called R/F, cable or WAN light if labled. With most cable modems, it will be solid green if the connection to your modem is working.

(Power Cycle)
Most cable modem connection problems can be resolved with a power cycle. A complete power cycle consists of unplugging the cord that provides power from your wall. You can unplug it from the wall or the back of the modem, but be sure to leave it unplugged for at least 3 to 5 minutes. While you are waiting, save all files or documents and shut down your PC. Also, disconnect any routers if applicable.

After 3 - 5 minutes, plug your modem back in. Please wait 10 - 60 seconds for the connection light to come on. If you have a solid green connection light, you may plug in your router (if applicable) and turn on your PC. If your connection doesn't come back on, or you have a flashing connection light, please contact our Internet Support at 888-995-9222 or your local cable office.

 

What do I do if I move my computer into another room?
You can do this several different ways. 1) A wireless router. 2) Add eithernet cabling to re-route your internet connection. 3) Request a new cable drop from your local office.

 

What is a Cable Modem?
A Cable Modem is a device that allows high speed data (HSD) access to and from the Internet via Cable TV. A cable modem will typically have two connections, one to the cable wall outlet and another to a computer our router.

 

I have an existing network and I want to have both computers on-line with my cable modem. What do I do?
Please visit our "Networking" section for more information.

 

I just bought a new computer, why won't it connect to the Internet?
A simple power cycle should correct this issue. See above for a step by step instructions.

 

How to release/renew my IP address in Windows XP.
After you plug everything together and turn on the power you may need to "release and renew" the ip address to your computer. There are 2 simple ways to do this.

The GUI (Graphical User Interface) way:
1) Start
2) Settings
3) Control Panel
4) Network and Internet Connections
5) Network Connections
6) Find the lan or high speed Internet connection you are using (usually Local Area     Connection)
7) Right Click icon and click the "Repair Button"

The DOS (Command Prompt) way:
1) Start
2) Run
3) type "cmd" into the Open field. Press OK
4) type "ipconfig /release" (don't use quote marks)
5) type "ipconfig /renew" - please allow up to 60 seconds for this to get a IP     address.
6) type "exit" - this will close the command prompt