Setting Up Your Network

Connecting your Modem

When setting up or troubleshooting your internet connection, the first step is to check the status of your cable modem. Identify the brand of your modem, and select it from the list below to view instructions on bringing your modem online.

Motorola Surfboard

The Motorola Surfboard series cable modems all have five LED lights on the front indicating the network status. The lights indicate the following:

  • Power
    If the power light is blinking, your modem is not associated with your internet service. You will need to call our technical support department at 1-800-427-8686 to make sure your account is active and your modem is registered with our system.
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  • Receive
    If the receive light is blinking, your modem is connecting to the network. If it continues to blink without turning solid, there is no connection to the internet. Check the cable line that screws into the back of the modem and make sure it is secure. If necessary, bypass any splitter and run the cable directly from the outlet to the modem.
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  • Send
    If the send light is blinking, your modem has found a connection to the network and is establishing that connection. If the light continues to blink without turning solid, the signal is not stable enough for the modem to hold a connection. Check the cable line to the modem, and if necessary, bypass any splitter on the line.
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  • Choose the IP Address tab. Verify that Obtain an IP address Automatically is bulleted.
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  • Choose the Gateway tab. Make sure nothing is under Installed Gateways.
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  • Online
    If the online light is blinking, your modem is securing a connection to the network that can be used to access the internet. Once the online light turns solid, the modem is connected.
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  • Activity
    If the activity light is blinking or solid, your modem is connected to your computer, or your router if you are using one. The next step is to make sure your computer or home network is online.
In addition to these five lights, the Motorola Surfboard SB5100-series cable modem has an additional light:
  • Standby
    If the standby light is on, your modem is in standby mode. To come out of standby mode and resume a normal connection, press the standby button on top of the modem.
    Note: The standby button will not reset your modem's connection to the internet.

If your modem is unable to get online, you will want to reset it. Remove the power cord from the back of the modem, and let it sit without power for at least 30 seconds. Then restore power to the modem and determine if it can get online. If the modem cannot connect to the internet, please call our technical support department at 1-800-427-8686 so we can determine if a service call is required.

If you have a router, you will want to disconnect power to the router while the modem is unplugged, and leave the router without power while the modem is getting connected to the internet. Once the power, receive, send and online lights are all solid, you can restore power to the router, and the activity light on the modem should turn on, either blinking or solid depending on your particular model of Surfboard modem.

Netgear CG814G

The Netgear CG814G Wireless Cable Modem has six LED lights on the front, indicating the network status. These indicate the following:

  • Power
    If the Power light is illuminated, the modem is receiving power and it turned on.
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  • Cable Link
    If the Cable Link light is illuminated green, your modem is finding a connection to our network. If the light is off, configuration of the cable interface to our network is still in progress.
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  • Upstream Traffic
    If the Upstream Traffic light is blinking, daa is being transmitted to our network from your modem. If the light is off, the interface with our network is idle, but if the Cable Link light is still green, you are still connected to our network.
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  • Downstream Traffic
    If the Downstream Traffic light is blinking, daa is being transmitted from our network to your modem. If the light is off, the interface with our network is idle, but if the Cable Link light is still green, you are still connected to our network.
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  • Wireless
    If the Wireless light is on and blinking, data is being transmitted or received on your wireless network. If the light is on solidly, the wireless Access Point is operating normally.
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  • LAN (Local Area Network)
    If the LAN light is on, and green, it has detected a link with a 100 Mbps device. If it's blinking and green, data is being transmitted or received at 100 Mbps. If the LAN light is on, and yellow, it has detected a link with a 10 Mbps device. If it's blinking and yellow, data is being transmitted or received at 10 Mbps. If there is no light showing at all, the modem is not detecting a link with the internet.
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If your modem is unable to get online, you will want to reset it. Remove the power cord from the back of the modem, and let it sit without power for at least 30 seconds. Then restore power to the modem and determine if it can get online. If the modem cannot connect to the internet, please call our technical support department at 1-800-427-8686 so we can determine if a service call is required.

Arris Touchstone

The Arris Touchstone cable modem has five LED lights on the front indicating the network status. These indicate the following:

  • Power
    If the power light is blinking, your modem is finding a connection to our network. If it continues to blink without turning solid, the modem is unable to establish the connection. Check the cable line that screws into the back of the modem and make sure it is secure. If necessary, bypass any splitter and run the cable directly from the outlet to the modem.
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  • Online
    If the online light is blinking, your modem is in standby mode. To come out of standby mode and resume a normal connection, press the standby button on top of the modem.
    Note: The standby button will not reset your modem's connection to the internet.
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  • Cable
    If the cable light is blinking or solid, your modem is connected to the internet.
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  • USB
    If the USB light is solid, your modem is connected to your computer using the USB cable in the back of the modem. If the USB light is blinking, your modem is showing current internet activity from your computer.
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  • Ethernet
    If the ethernet light is solid, your modem is connected to your computer, or your router if you are using one, using the ethernet cable in the back of the modem. If the ethernet light is blinking, your modem is showing current internet activity from your computer or home network.
If your modem is unable to get online, you will want to reset it. Remove the power cord from the back of the modem, and let it sit without power for at least 30 seconds. Then restore power to the modem and determine if it can get online. If the modem cannot connect to the internet, please call our technical support department at 1-800-427-8686 so we can determine if a service call is required.

If you have a router, you will want to disconnect power to the router while the modem is unplugged, and leave the router without power while the modem is getting connected to the internet. Once the cable light is solid, you can restore power to the router, and the PC light on the modem should turn on solid.

Scientific-Atlanta WebSTAR DPX-110

The Scientific-Atlanta WebSTAR DPX-110-series cable modem has four LED lights on the front indicating the network status. These indicate the following:

  • Power
    If the power light is blinking, your modem is not associated with your internet service. You will need to call our technical support department at 1-800-427-8686 to make sure your account is active and your modem is registered with our system.
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  • PC
    If the PC light is blinking or solid, your modem is connected to your computer, or your router if you are using one- the next step is to check to see if your computer or home network is online.
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  • Cable
    If the cable light is blinking, your modem is showing current internet activity from your computer or home network.
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  • Status
    If the status light is blinking, your modem is securing a connection to the network that can be used to access the internet. Once the status light turns solid, the modem is connected. If it continues to blink without turning solid, there is no connection to the internet. Check the cable line that screws into the back of the modem and make sure it is secure. If necessary, bypass any splitter and run the cable directly from the outlet to the modem.
If your modem is unable to get online, you will want to reset it. Remove the power cord from the back of the modem, and let it sit without power for at least 30 seconds. Then restore power to the modem and determine if it can get online. If the modem cannot connect to the internet, please call our technical support department at 1-800-427-8686 so we can determine if a service call is required.

If you have a router, you will want to disconnect power to the router while the modem is unplugged, and leave the router without power while the modem is getting connected to the internet. Once the status light is solid, you can restore power to the router, and the PC light on the modem should turn on, either blinking or solid.

Scientific-Atlanta WebSTAR DPC-2100

The Scientific-Atlanta WebSTAR DPC-2100-series cable modem has four LED lights on the front indicating the network status. These indicate the following:

  • Power
    If the power light is blinking, your modem is not associated with your internet service. You will need to call our technical support department at 1-800-427-8686 to make sure your account is active and your modem is registered with our system.
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  • PC
    If the PC light is blinking or solid, your modem is connected to your computer, or your router if you are using one- the next step is to check to see if your computer or home network is online.
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  • Data
    If the data light is blinking, your modem is showing current internet activity from your computer or home network.
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  • Cable
    If the cable light is blinking, your modem is securing a connection to the network that can be used to access the internet. Once the status light turns solid, the modem is connected. If it continues to blink without turning solid, there is no connection to the internet. Check the cable line that screws into the back of the modem and make sure it is secure. If necessary, bypass any splitter and run the cable directly from the outlet to the modem.
If your modem is unable to get online, you will want to reset it. Remove the power cord from the back of the modem, and let it sit without power for at least 30 seconds. Then restore power to the modem and determine if it can get online. If the modem cannot connect to the internet, please call our technical support department at 1-800-427-8686 so we can determine if a service call is required.

If you have a router, you will want to disconnect power to the router while the modem is unplugged, and leave the router without power while the modem is getting connected to the internet. Once the status light is solid, you can restore power to the router, and the PC light on the modem should turn on, either blinking or solid.

Terayon TJ 700

The Terayon TJ 700-series cable modem has five LED lights on the front indicating the network status. These indicate the following:

  • Power
    If the power light is blinking, your modem is not associated with your internet service. You will need to call our technical support department at 1-800-427-8686 to make sure your account is active and your modem is registered with our system.
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  • Cable
    If the cable light is blinking, your modem is securing a connection to the network that can be used to access the internet. Once the cable light turns solid, the modem is connected. If it continues to blink without turning solid, there is no connection to the internet. Check the cable line that screws into the back of the modem and make sure it is secure. If necessary, bypass any splitter and run the cable directly from the outlet to the modem.
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  • PC
    If the PC light is solid, your modem is connected to your computer, or your router if you are using one. If the cable light is solid, the next step is to check if your computer or home network is online.
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  • Data
    If the data light is blinking, your modem is showing current internet activity from your computer or home network.
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  • Test
    If the test light is blinking, your modem is running a self-test to make sure it is working correctly, or receiving an update from our network. If the test light is solid, your modem failed its self-test and is not working correctly.
If your modem is unable to get online, you will want to reset it. Remove the power cord from the back of the modem, and let it sit without power for at least 30 seconds. Then restore power to the modem and determine if it can get online. If the modem cannot connect to the internet, please call our technical support department at 1-800-427-8686 so we can determine if a service call is required.

If you have a router, you will want to disconnect power to the router while the modem is unplugged, and leave the router without power while the modem is getting connected to the internet. Once the status light is solid, you can restore power to the router, and the PC light on the modem should turn on solid.

Toshiba PCX

The Toshiba PCX-series cable modem has five LED lights on the front, indicating the network status. These indicate the following:

  • Power
    If the power light is blinking, your modem is not associated with your internet service. You will need to call our technical support department at 1-800-427-8686 to make sure your account is active and your modem is registered with our system.
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  • Cable
    If the cable light is blinking slowly, your modem is connecting to our network. If the cable light is blinking quickly, your modem is configuring its connection. Once the cable light turns solid, the modem is connected. If it continues to blink without turning solid, there is no connection to the internet. Check the cable line that screws into the back of the modem and make sure it is secure. If necessary, bypass any splitter and run the cable directly from the outlet to the modem.
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  • PC
    If the PC light is solid, your modem is connected to your computer, or your router if you are using one. If the cable light is solid, the next step is to check if your computer or home network is online.
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  • Data
    If the data light is blinking, your modem is showing current internet activity from your computer or home network.
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  • Test
    If the test light is blinking, your modem is running a self-test to make sure it is working correctly, or receiving an update from our network. If the test light is solid, your modem failed its self-test and is not working correctly.
If your modem is unable to get online, you will want to reset it. Remove the power cord from the back of the modem, and let it sit without power for at least 30 seconds. Then restore power to the modem and determine if it can get online. If the modem cannot connect to the internet, please call our technical support department at 1-800-427-8686 so we can determine if a service call is required.

If you have a router, you will want to disconnect power to the router while the modem is unplugged, and leave the router without power while the modem is getting connected to the internet. Once the status light is solid, you can restore power to the router, and the PC light on the modem should turn on solid.

Ambit Cable Modem

The Ambit cable modem has seven LED lights on the front indicating the network status. These indicate the following:

  • Power
    The power light will be on whenever the modem has power.
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  • USB
    If the USB light is solid, your modem is connected to your computer using the USB cable in the back of the modem. If the USB light is blinking, your modem is showing current internet activity from your computer.
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  • Enet
    If the enet light is solid, your modem is connected to your computer, or your router if you are using one, using the ethernet cable in the back of the modem. If the enet light is blinking, your modem is showing current internet activity from your computer or home network.
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  • Send
    If the send light is blinking, your modem is showing current internet activity from your computer or home network.
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  • Receive
    If the receive light is blinking, your modem is showing current internet activity from your computer or home network. If the receive light is blinking slowly, your modem is attempting to establish a connection. If it continues to blink at a steady rate, there is no connection to our network. Check the cable line that screws into the back of the modem and make sure it is secure. If necessary, bypass any splitter and run the cable directly from the outlet to the modem.
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  • Sync
    If the sync light is on, your modem is online.
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  • Ready
    If the ready light is blinking slowly, your modem is connecting to our network. If the ready light is blinking quickly, your modem has established the connection and is configuring its settings. If the ready light is solid, your modem is online. If the ready light is off while the power and sync lights are on, your modem is not associated with your internet service. You will need to call our technical support department at 1-800-427-8686 to make sure your account is active and your modem is registered with our system.
If your modem is unable to get online, you will want to reset it. Remove the power cord from the back of the modem, and let it sit without power for at least 30 seconds. Then restore power to the modem and determine if it can get online. If the modem cannot connect to the internet, please call our technical support department at 1-800-427-8686 so we can determine if a service call is required.

If you have a router, you will want to disconnect power to the router while the modem is unplugged, and leave the router without power while the modem is getting connected to the internet. Once the cable light is solid, you can restore power to the router, and the PC light on the modem should turn on solid.

Hitron BRG

The Hitron BRG-series cable modem has five LED lights on the front indicating the network status. These indicate the following:

  • Power
    If the power light is blinking, your modem is not associated with your internet service. You will need to call our technical support department at 1-800-427-8686 to make sure your account is active and your modem is registered with our system.
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  • Cable
    If the cable light is blinking orange, your modem is connecting to the network. If the cable light is solid orange, your modem has found a connection and is securing it. If the cable light is solid green, the modem has a connection. If it continues to remain blinking or solid orange, the modem cannot establish a connection to the internet. Check the cable line that screws into the back of the modem and make sure it is secure. If necessary, bypass any splitter and run the cable directly from the outlet to the modem.
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  • Status
    If the status light is blinking, your modem is registering its connection with our network. Once the status light is solid, your modem is online.
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  • ETH
    If the ETH light is solid, your modem is connected to your computer, or your router if you are using one, using the ethernet cable in the back of the modem. If the ETH light is blinking, your modem is showing current internet activity from your computer or home network.
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  • USB
    If the USB light is solid, your modem is connected to your computer using the USB cable in the back of the modem. If the USB light is blinking, your modem is showing current internet activity from your computer.
If your modem is unable to get online, you will want to reset it. Remove the power cord from the back of the modem, and let it sit without power for at least 30 seconds. Then restore power to the modem and determine if it can get online. If the modem cannot connect to the internet, please call our technical support department at 1-800-427-8686 so we can determine if a service call is required.

If you have a router, you will want to disconnect power to the router while the modem is unplugged, and leave the router without power while the modem is getting connected to the internet. Once the cable light is solid, you can restore power to the router, and the PC light on the modem should turn on solid.

Connecting Your Computer

Once you have connected your cable modem, the next step is to make sure that your computer has an internet connection from the modem.

Once you have the modem installed you should be able to open your web browser (Internet Explorer, Mozilla Firefox, Safari, etc.) and start using your internet connection. If this is not the case, you will need to verify your network settings, based on the operating system on your computer

Windows 7

If your modem is connected to the internet, but your computer is not getting online, you should check the network settings on your computer.

  1. Click the "Start" button and select "Control Panel".
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  3. Click on the "Network and Internet" icon.
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  5. Click on the "Network and Sharing Center" icon.
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  7. Click on the "Local Area Connection" link.
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  9. On the "Local Area Connection Status" window that appears, click the "Properties" button.
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  11. In the list of network components, select "Internet Protocol Version 4 (TCP/Ipv4)" and click the "Properties" button.
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  13. Select "Obtain an IP address automatically" and "Obtain DNS server address automatically".
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  15. Click the "OK" button.
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  17. Click the "Close" button on Local Area Connection Properties.
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  19. Click the "Close" button on Local Area Connection Status.
Windows Vista

If your modem is connected to the internet, but your computer is not getting online, you should check the network settings on your computer.

  1. Click the "Start" button and select "Control Panel".
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  3. Double-click "Network and Sharing Center".
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  5. Next to "Local Area Connection", click "View Status".
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  7. In "Local Area Connection Status", click the "Properties" button.
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  9. In the list of network components, select "Internet Protocol Version 4 (TCP/Ipv4)" and click the "Properties" button.
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  11. Select "Obtain an IP address automatically" and "Obtain DNS server address automatically".
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  13. Click the "OK" button.
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  15. Click the "Close" button on Local Area Connection Properties.
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  17. Click the "Close" button on Local Area Connection Status.
Windows XP

If your modem is connected to the internet, but your computer is not getting online, you should check the network settings on your computer.

  1. Go to the Start Menu, then select Control Panel.
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  3. If the Control Panel window reads Pick a category, click Switch to Classic View.
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  5. Double-click on the Network Connections icon.
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  7. Right click on "Local Area Connection" and select "Properties". Make sure you are on the "General" tab.
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  9. In the list of "This connection uses the following items:", select "Internet Protocol (TCP/IP)" and click the "Properties" button.
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  11. Select "Obtain an IP address automatically" and "Obtain DNS server address automatically". Click OK.
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  13. Close the "Local Area Connection Properties" window by clicking the "OK" button.

Windows 2000

If your modem is connected to the internet, but your computer is not getting online, you should check the network connection on your computer.

  1. Go to the Start menu, select Settings, then select Control Panel.
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  3. In the Control Panel window, double-click on Network and Dial-up Connections.
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  5. In the Network and Dial-up Connections window, double-click Local Area Connection.
  6.  

  7. Select either "USB" or "Ethernet Adapter" (NIC), as appropriate.
  8.  

  9. In the Properties window, in the listing of components, select Internet Protocol (TCP/IP) and click the Properties button.
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  11. In the Internet Protocol (TCP/IP) Properties window, select Obtain an IP address automatically.
  12.  

  13. Select Obtain DNS server address automatically.
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  15. Click the OK button.
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  17. Close the "Local Area Connection" window by clicking OK.
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  19. Close the "Network and Dial-Up Connections" control panel.

Mac OSX, 10.1.5 or later

If your modem is connected to the internet, but your computer is not getting online, you should check the network preferences on your computer:

  1. Click on the System Preferences icon in the System Dock, or click on the Apple Menu and select "System Preferences".
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  3. In the System Preferences window, click on the "Network" icon.
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  5. In the Network Preferences window, click on the "Locations" menu and select "Automatic".
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  7. Click on the "Show" menu and select "Built-In Ethernet".
  8.  

  9. Click on the "Configure" menu and select "Using DHCP".
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  11. Make sure all other fields are black and click the "Apply Now" button.
  12.  

  13. Close the Network Preferences window.

Mac OS 8.5 - 9.2

If your modem is connected to the internet, but your computer is not getting online, you should check the network preferences on your computer:

  1. Go to the Apple Menu, and under Control Panel select "TCP/IP".
  2.  

  3. In the TCP/IP Control Panel, click on the "Connect via:" menu and select "Ethernet".
  4.  

  5. Click on the "Configure:" menu and select "Using DHCP Server".
  6.  

  7. Click on the "File" menu and select "Quit".
  8.  

  9. On the warning dialog box that asks "Save the changes to the current configuration?", click the "Save" button.

If you are connecting your computer to a home network using a router, which is then connected to the cable modem, you may need to connect your computer directly to the cable modem first. Your computer should be able to connect to a router with the exact same settings it uses to connect directly to a cable modem. If your computer can connect to the internet when plugged directly into the modem, it is configured correctly. Whenever you change the configuration of your home network, such as adding or bypassing a router, remember to disconnect power to any networking devices, including the router and cable modem, for at least thirty seconds, to clear any stored memory.

Tips for Using a Home Network

When you connect to the internet with Astound, you have the ability to connect as many computers as you can fit on a network in your home. You can do this by either purchasing a router for your home or subscribing to Astound's Home Networking Service.

If you decide to buy a router, it is fairly easy to set up a Local Area Network (LAN) in your home, using the instructions that come with your router. However, you will want to be aware of several factors when doing so:

  • Our network automatically assigns all information using DHCP. If your router is configured to use DHCP, with all information such as IP Address and DNS Servers simply left blank, it should be able to get online once the modem and router successfully negotiate their connections.
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  • The Astound network only supports a single connection to the cable modem. If you connect a router to the ethernet port on the modem, you cannot use the USB port on the modem to connect another computer. Once you create a home LAN using a router, you will need to connect all the computers to the router if you wish to have them get online.
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  • The cable modem and router have a memory that will keep track of any equipment plugged into them. If you swap one piece of equipment for another, you will want to disconnect the power cords to the modem and router for at least 30 seconds, so a new connection can be negotiated.
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  • Your router will assign local IP addresses to all computers that connect to it, which will be different from the IP assigned to the router by the modem. If you are using software that requires your computer to be assigned the correct IP of the internet connection, you will need to bypass the router and connect the computer directly to the modem.
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  • If you encounter performance issues connecting through the router, you will want to eliminate the router as a possible source of the problem. Connect one computer directly to the cable modem, and disconnect the power cord from the modem for at least 30 seconds to reset the connection. Astound will only accept the results of performance tests which have been run from a computer connected directly to the modem.
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  • Your router will come with a built-in firewall. If you encounter any issues which could be caused by a firewall, such as being unable to connect with one piece of software when other internet connections work, you should test the connection without the router, to eliminate the router's firewall as a source of the problem.
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  • If you encounter performance issues using the router, but not when you bypass the router, you can check to see if there is a firmware update available for that router. The website of the router manufacturer should have information about any updates available for your router.
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  • If you have any problems connecting any computers or other equipment to your LAN, the manufacturer of the router should have technical support available through their website, and many manufacturers have telephone support as well. Astound can only provide technical support for your cable modem and the connection into that modem. You will want to contact the support department for the router regarding any issues with your home network.
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  • You may choose to purchase a wireless router. If so, you can have some computers connect by ethernet to the router and other computers establish a wireless connection. To ensure that your modem and wireless router do not produce radio interference, you will want to make sure your modem, wireless router, and any other radio devices such as a cordless phone or cordless phone base station, are at least 6 to 12 inches away from one another. If your wireless router and cordless phone interfere with each other, you can also try changing broadcast channels on one or both of the devices. Also be aware that it is possible to encounter performance issues over a wireless connection that do not affect ethernet connections. Astound cannot provide support for any wireless connection that was not installed by an Astound technician.