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Customer Service Troubleshooting

Troubleshooting

Quick Links

1. Troubleshooting Broadband Internet

2. Troubleshooting Voice

3. Troubleshooting Cable TV

4. Frequently Asked Questions

 

Troubleshooting Guide

TROUBLESHOOTING BROADBAND INTERNET:

ISSUE: The light on the modem keeps flashing. (ready, sync, online,and cable should all be solid).
SOLUTION: Check all cable connections. Reset your modem by powering off your modem, computer and anything else that may beconnected. Wait 30 seconds, power the equipment back on — one at a time starting with the modem and ending with the computer. If the problem persists, contact us.

ISSUE: I can’t get online.
SOLUTION: Check all cable connections and confirm that your browser is configured correctly. If there are other PCs in the home,try them to. Also try using another browser if you have one.

ISSUE: I can connect to the Internet, but it doesn’t seem to be working as fast as usual.
SOLUTION: Has your anti-virus software been updated recently? Make sure your computer is virus free.

TROUBLESHOOTING VOICE:

ISSUE: The modem is plugged in, but the power light is off.
SOLUTION: Check all power connections. Is the power cord plugged in firmly at both ends? If you plugged the power cord into a powerstrip, make sure the strip is switched on. Avoid using an outlet controlled by a wall switch, if possible. Check the outlet by plugging in another device (such as a lamp). Finally, check the fuse or circuit breaker panel.

ISSUE: I don’t have a dial tone when I pick up my phone.
SOLUTION: In order for telephone service to be functional, telephone service must have been purchased from MI-Connection and configured on your modem. The following steps should help in identifying the source of the problem.

STEP 1:

  1. Is the Power LED lit? If not, check to make sure the modem is plugged in and the outlet has power. If the LED is lit, go to the next step.
  2. Is the online LED lit? If not, check the coax connection at the modem and the wall. Ensure they are connected tight. If they are and you do not have a dial tone, contact MI-Connection.
  3. If the LED is lit, go to the next step.


STEP 2:

  1. Is the Telephone (Telephone 1 or Telephone 2) LED lit? If not, phone service has not been authorized on that line.Contact MI-Connection. If it is blinking, there is a phone off the hook somewhere in the house. Find that phone and hang it up.
  2. If it is lit, go to the next step.


STEP 3:

  1. Is the phone plugged directly into the modem? Make sure the phone is plugged into the port on the back ofthe modem labeled “Tel1/2” (TM602G) or “Tel 1” (TM602A/B/H) for line 1, and “Tel 2” for line 2. If so, try a different phone. Make sure the new phone is a working phone. If a good phone is used and you still don’t have a dial tone, try a different phone cord. If a new phone and cord do not restore dial tone, contact MI-Connection.
  2. Is the modem plugged into a wall outlet? If so, unplug the RJ-11 connector at the back of the Port and plug in a known working phone. If you now have dialtone, the problem is with the house wiring, and you will need to contact MI-Connection.

TROUBLESHOOTING CABLE TV:

ISSUE: My TV screen is completely blank and there is no sound.
SOLUTION: Your TV set is probably not receiving electrical power. Make certain the TV set is turned on, plugged in and is not controlled by an “on/off” wall switch. Also, try making sure the DVD/Blu-rayplayer is turned off.

ISSUE: My TV is on, but I have no picture and no sound or my screen is fuzzy and scrambled.
SOLUTION: This could be caused by a variety of reasons.


STEP 1:

Do you have a digital box? If a digital box is connected to your TV, try these steps:

  1. Be sure the TV is on channel 3 or appropriate input (HDMI,Video1, etc).
  2. Make sure the digital box is connected to a “live” electrical outlet. If there is power coming to your digital box but it still does not work, your converter needs to be exchanged. Give us a call or stop by your local office and we’ll switch out your equipment at no charge to you.
  3. Make sure the TV is plugged into the power outlet on the back of the digital box. If it is, try plugging the TV into a different “live” electrical outlet. If this corrects the problem, your converter needs to be exchanged. Again, we will do this for you at no charge.
  4. If the digital box has power but the channel number display is blank, your converter needs to be exchanged.
  5. A power surge may have automatically reset the digital box. Unplug your converter and then plug it back in. This should restore service.


STEP 2:
Is your DVD/Blu-ray Player connected to your TV? If so, try these steps:

  1. Shut off the DVD/Blu-ray player. If the problem clears up, the DVD/Blu-ray player is not properly “fine-tuned.” Turn DVD/Blu-ray player on and troubleshoot the DVD/Blu-ray player’sproblem.
  2. If a converter is connected, the DVD/Blu-ray player needsto be on CHANNEL 3.
  3. The DVD/Blu-ray player may not be “fine-tuned” to channel 3.Locate and adjust the fine-tuning mechanism until thepicture comes in clearly.
  4. Try making sure that the <3/4> switch is in the correctposition. Locate the switch on the back of the DVD/Blu-rayplayer and verify it is on <3>.


ISSUE:
I am getting a scrambled picture.
SOLUTION: Try these three steps:1. If the TV is connected to a DVD/Blu-ray player, try theseoptions:A) Make sure the DVD/Blu-ray player is on channel 3 or 4.B) Confirm that the <3/4> switch is in the correctposition. Locate the switch on the back of the DVD/Blu-ray player and set it to <3>.2. Finally, if a converter is connected to your TV, makesure the TV is on channel 3.

ISSUE: There is snow on all of my channels.
SOLUTION: First, try tightening any loose connectors on thecables connected to the TV and DVD/Blu-ray player. Also, makesure that the DVD/Blu-ray player is turned off. Try connecting directly to the TV. If this does not solve your problem, just give us a call, and we will have a service technician come to your home to fix the problem.

ISSUE: My power has gone off recently and I am now missing some of my channels.
SOLUTION: This could be a TV programming problem. Go to the Menu on your television set. Select auto program or set up.Your TV will search for all available channels.

ISSUE: My remote control doesn’t work.
SOLUTION: Make sure you are aiming the unit at theTV/CONVERTER. Also, check the batteries to make sure they still work. Finally, try checking the “cable” setting on your TV and make sure it is set to “cable” or “CATV.”

ISSUE: I’m only getting channels 2-13.
SOLUTION: Your TV set is probably programmed to receive only“off air” or “antenna” signals. Try re-programming it to receive“CATV” or “cable”. Or, you can try running the “auto-program”feature on your TV set to correct the problem.

ISSUE: I have no sound with the converter.
SOLUTION: Check the mute button on the remote control. Also, ifyou are trying to increase the volume, make sure you are using the converter remote and not the television remote. If using component cables or HDMI cable, make sure your settings are set to the appropriate selection. If using component then the selection will be Dolby Digital. If HDMI then choose HDMI. If there is a 3rd party piece of equipment (ex. home theater) bypass that and test from the cable box to the TV.

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