What is a router? Do I need one?

A router is a piece of hardware that allows more than one computer to connect to the Internet at the same time. Routers are fairly easy to install and are available through most computer hardware dealers.

Are routers supported using a cable modem from Service Electric?

Service Electric technical support will be unable to provide help for that device if there is a troubleshooting issue and the router must be bypassed to verify if there is an issue with the router or the actual cable modem itself.

What is a Cable Modem?

A cable modem is a device which allows high speed data access to the Internet via a cable TV (SECV) network. A cable modem will typically have two connections, one to the cable wall outlet and the other to the computer.

How would a cable modem connect to my computer?

Cable modems are connected to a computer via an ethernet (NIC) card. The Motorola Surfboard external cable modem requires a 10BaseT ethernet connection in the back of the computer. A 10/100BaseT ethernet card is also compatible.

What is the customer responsible for supplying?

The customer is responsible for purchasing and installing an ethernet card. The customer must have a cable connection installed for the cable modem.

Can I purchase my own cable modem instead of renting one from Service Electric?

Yes, as long as the cable modem is DOCSIS compliant. There is no discount for customer owned modems.

Can my television and cable modem be in use simultaneously?

Yes, both services can be used at the same time. The cable modem and cable television are programmed on different frequencies, and therefore do not interfere with each other.

My connection seems slow, what can I do?

1. Virus protection and spyware remover programs are essential to good performance. These programs may be downloaded online or purchased at a software retailer. Remember to check for updates regularly.
2. Peer-to-peer file sharing programs can also degrade the speed of service. Please see www.ptd.net to learn how to disable file sharing programs.

Why won't my computer connect to the Internet?

Check the lights on the modem. If all of the lights are not lit or flashing, Follow these steps:

1. Disconnect the power cord from the back of the modem.
   
2. If you are using a router, disconnect its power cord.
   
3. Turn off the computer.
   
4. Wait 2 minutes.
   
5. Reconnect the modem, and router.
   
6. Wait until the lights are lit on both units.
   
7. Restart the computer.
   
8. Connect to the internet.

I bought a new computer/reformatted my computer, how do I set up my high-speed internet connection?

1. Click on Control Panel -> Network and Internet Connections -> Internet Options -> Connections tab
   
2. Click on the Set Up button
   
3. Choose the option "connect to the Internet so you can browse the web and read e- mail"
   
4. Click "next"
   
5. Choose the option "set up my connection manually"
   
6. Click next
   
7. Choose the option that says "connect using a broadband connection that is always on"
   
8. Click "next"
   
9. In the final window click finish
   
10. Go back to Control Panel -> Network and Internet Connections -> Internet Options -> Connections Tab
    
11. Place a dot in "never dial a connection" option
    
12. Click on LAN settings button
    
13. Place a check mark in the "automatically detect settings" option

I cannot get online and there are no lights lit on the front of my cable modem. What should I do?

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.

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.

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

Check to make sure the cable line connected to the back of your cable modem and at the wall outlet is at least hand-tight. Unscrew each end of the cable line completely, screw each end back on carefully, and hand-tighten to ensure a proper connection. You can also try pulling the power cord out from the back of your cable modem for 10 seconds and plugging it back in. If you still cannot get online, please contact us.

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. Please contact us.

I cannot get online, and the Send light is flashing on the front of my cable modem. What should I do?

Check the cable connection on the back of the modem and at the wall outlet. Unscrew each end of the cable line completely, screw each end back on carefully, and hand-tighten to ensure a proper connection. 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 be sure each connection is tight. You can also try pulling the power cord out from the back of your cable modem for 10 seconds and plugging it back in. If the send light is still flashing Please contact us.

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

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. 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. If you are using a firewall program such as Norton Internet Security, Norton personal Firewall, McAfee Internet Security or McAfee Firewall try lowering the security settings or disabling the program. If you are running Windows XP or Windows Vista, 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, 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. 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.

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.

Do online gaming consoles work with Service Electric cable modem service?

Console games will work using our High-Speed Internet service, but that varies from console to console. Please contact the console manufacturer or refer to the user guide to find out what type of broadband connection is necessary for online console gaming.

Can more than 1 computer access the internet at the same time via the cable modem?

Yes, the cable modem itself gives out 2 IP addresses. A residential account allows up to 5 computers to be online at once with the use of a Hub or a Router, which the customer would provide.