Problem: The cable light on the modem is flashing.
Solutions:
- Verify all cable connections to make sure they are connected and in the correct place.
- Power off the cable modem, computer, and router. Wait 30 seconds, power on the cable modem then router and finally the computer. Usually only the cable modem or router need to be powered off and back on, however you should start with the cable modem first.
- If the problem persists contact us for further assistance.
Problem: You cannot get online.
Solutions:
- Confirm that your browser is configured correctly.
- Verify all cable connections to make sure they are connected and in the correct place.
- Try powering off the cable modem, wait 30 seconds then power on the cable modem and try accessing the Internet again.
- Try powering off your router, wait 30 seconds then power the router back on and try accessing the Internet again.
- Confirm that your computer is obtaining an IP address. IP addresses that start with 169.254.xxx.xxx are auto assigned by Windows which means your computer cannot contact a DHCP server. If you use a router then try connecting your computer directly to the cable modem bypassing the router to see if it can obtain an IP address -- please note that powering off your cable modem, waiting 30 seconds and powering your cable modem back on IS REQUIRED.
- Verify that your anti-virus, firewall or security software is not blocking your ability to connect to the Internet.
Problem: I can surf the Internet but it slower than usual.
Solutions:
- Have you updated your anti-virus software recently? Verify that your computer is free of viruses, trojans, etc.
- Have you checked your computer for spyware and other malware? If not, you should.
- Are you using P2P (Peer to Peer) software? If so, then make sure it isn't hogging your Internet connection.
- If you have multiple computers accessing the Internet on your home network please check to see that one or more of them are not hogging your Internet connection.
Problem: Some anti-virus or anti-spyware program I've never seen before is telling me my computer is infected!
Cause: Most likely your computer is infected by a fake anti-virus or a fake anti-spyware/anti-malware program.
Solutions:
- Make sure your anti-virus software is up to date and scan your system for infected files. However, many times legitimate anti-virus software is unable to detect these fake anti-virus or fake anti-spyware/anti-malware programs.
- Make sure you have all of your Windows (or other OS) updates.
- Make sure you have the latest software updates for all of your software (e.g. Adobe Acrobat Reader, Adobe Flash Player, Adobe Shockwave, Java, Microsoft Office, OpenOffice.org, Internet Explorer, Firefox, etc.)
- Buy or download and install either free or commercial legitimate anti-spyware/anti-malware software to scan and remove the fake anti-virus or fake anti-spyware/anti-malware program(s). See this link for some suggestions.
- Contact your computer's technical support number, a computer repair company or computer technician for further assistance.
Problem: I have no idea how to check for Windows updates, can you help?
Solution:
- Using Internet Explorer visit http://update.microsoft.com for directions on how to update Microsoft Windows.
- Contact your computer's technical support number, a computer repair company or computer technician for further assistance.
