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Customer Corner
  
Bill and an assistant came to service my address during the beginning of a major snowstorm. They stayed onsite to complete the job quickly and professionally. They should be commended for the wonderful job they did – my service works better than ever.

  - Jamie from Hellertown



I cannot get online and there are no lights lit on the front of the modem.

    Make sure there is power at the electrical outlet you are using. If you are using a surge protector, make sure it is turned on and working properly.


    Check the power cord connection on the back of your cable modem and at the electrical outlet by unplugging both ends for 10 seconds and plugging them back in. If your modem is plugged into an outlet controlled by a light switch, make sure the light switch is on.


    If you still do not see any lights on the front of your cable modem, please contact us immediately for a replacement modem and modem power supply.

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I cannot get online and the Standby light is lit on the front of my cable modem.

    Your modem appears to be in Standby mode. This shuts off the Ethernet connection between the modem and your PC. To take the modem out of Standby mode, press the blue or black button on the top of your cable modem. The standby light should now be off.
    If pressing standby does nothing, please contact us immediately for a replacement modem.

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I cannot get online and the Receive light is flashing on the front of my cable modem.

    Check the System Status page for current outages or problems.


    Check your TV reception. If you are receiving some channels or the reception is poor, you may be experiencing a signal problem and should contact us to determine if a service call is needed. If you are receiving no channels at all, it is likely there is an outage in your area.


    Check to make sure the cable line is connected to the back of your cable modem and at the wall outlet is at least hand-tight.


    You can also try pulling the power cord out from the back of the modem for 10 seconds, and plugging it back in.


    If you still cannot get online you should contact us to determine if a service call is needed.

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I cannot get online and the Online light is flashing on the front of my cable modem.

    Your modem is unable to register with our network. This may be due to a modem outage in your area. Check the
System Status page for current outages or problems. Please contact us to determine if a service call is needed.

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I cannot get online and the Send light is flashing on the front of my cable modem.
    Check the System Status page for current outages or problems.


    Check to make sure the cable line is connected to the back of your cable modem and at the wall outlet is at least hand-tight.


    If your modem is attached to a cable splitter inside your home, try removing the splitter. If that is not possible, try checking the connections on the splitter to make sure each connection is tight.


    If you have any cable amplifiers installed in the house, please remove them. They may be interfering with the signal the modem requires to get online.


    You can also try pulling the power cord out from the back of the modem for 10 seconds, and plugging it back in.


    If the send light is still flashing you may be experiencing a reception problem at your home or in your area. Please contact us so we can determine if a service call is needed.

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I cannot get online and my Power, Receive, Send and Online lights are all lit.

    There can be many reasons for this. The good news is that your cable modem is most likely functioning just fine, but something between the modem and your computer is causing a problem. Try the following steps to solve this issue.

  1. 1. If you are using a router, please try pulling the power cord out for 10 seconds and plug it back in. A router basically splits your Internet connection between multiple computers and may also provide wireless Internet access. If you still cannot get online, you will have to bypass your router and any other networking equipment so that the cable modem is directly connected to a single computer. If you bypassed your router and still cannot get online, or you do not have a router, please see the next step.
  2. 2. If you are using a firewall program such as Norton Internet Security, Norton personal Firewall, McAffee Internet Security or McAffee Firewall try lowering the security settings or disabling the program. If you are running Windows, you may have Windows Firewall enabled.

    To disable Windows Firewall in Windows XP, go to Control Panel followed by Network Connections (or Network and Internet Connections). Now right click on Local Area Connection and select Properties. Click the Advanced tab, and remove the check from Protect my computer and network by limiting or preventing access to this computer from the Internet.

    To disable Windows Firewall in Windows Vista or Windows 7, go to your Control Panel followed by Security on the menu on the left. Click Turn Windows Firewall on or off on the right side of the screen. Now check if you can get online. If you do not have a firewall program running, or you still cannot get online, see the next step.
  3. 3. What is your Local Area Connection status?

    To check this in Windows XP, go to your Control Panel followed by Network Connections (or Network and Internet Connections). Now double click on Local Area Connection and look at the status. If it says connected, go to the next step. If it says Disabled, click the button at the bottom of the window that says Enable. If it says Limited Or No Connectivity, go to the next step. If it says ''Network Cable Unplugged'' you may want to check the ethernet cable plugged into the back of your computer and the back of your modem. Try replacing the network cable.

    To check this in Windows Vista or 7, go to your Control Panel followed by Network & Internet Connections then Network and Sharing Center then Manage Network Connections (or in Windows 7: Change Adapter Settings). Right click on Local Area Connection. If the first option is Disable go to the next step. If the first option is Enable click Enable. If it says ''Network Cable Unplugged'', you may want to check the Ethernet cable plugged into the back of the computer and the back of the modem. If you have another Ethernet cable, try replacing it.
  4. 4. Try repairing your connection. To do this in Windows XP, go to your Control Panel followed by Network Connections (or Network and Internet Connections). Now double click on Local Area Connection and click the Support tab. Click the Repair button.Return to top

 


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