High Speed Internet Troubleshooting 

Bright House Networks is dedicated to providing the highest quality service to your home. Occasionally you may experience an issue with your high speed Internet connection. You may be able to correct some of these problems on your own by following these tips and troubleshooting solutions:

1. I am unable to access the Internet. 
2. If a service call is the only solution, help us serve you better. 

1. I am unable to access the Internet. 

• Make sure that the cables connected to the High Speed Internet modem are tight and secure. Ensure that the modem has power. If the power source has a switch, be sure that it is turned on.
• If you subscribe to cable TV, check that you have proper reception. If you do not have reception or the quality of reception is low, please contact us for further assistance.
• Under normal operation, a series of lights (i.e.., Power, Cable, PC etc.) on the front of your cable modem are usually lit solid. On some models, the lights may blink very fast and should be considered as normal operation. If the Cable or Service lights are dark or flashing slowly, this could indicate a problem with signal levels or authentication. Try resetting the modem by unplugging the power cord for a period of 10 seconds. If after restoring power to the modem and normal operation is not achieved within a few moments, please contact us.
• Check the modem to see if your equipment has a standby or lock button. If this has been accidentally depressed it can cause loss of internet connectivity.
• If the modem's PC or Link light is dark or blinking, your modem may not have established a connection with your computer. If the modem is working properly, but you are still unable to send or receive data, try one of the following:

1. If you are using a USB connection, verify that the drivers for your modem are properly installed. If you have never used a USB connection before, there is a chance that your computer did not detect the modem. Shut down the computer and upon restart you should see a screen indicating new hardware detected. Follow the online instructions for installing the USB drivers.
   
   If the USB drivers for your cable modem or Digital Phone modem (when used to access your high speed Internet service) are not available, you may download them by selecting the model of customer equipment you have below. When given the option, save the file to your computer. After the download completes, double click the file to install the drivers.
   
   

   Cable Modem USB Drivers

   • Motorola SB 5100 USB Drivers for Windows 98, ME and XP (exe)
   • Motorola SB 5100 USB Drivers for Windows Vista (exe)
     
     

   Digital Phone Modem USB Drivers (used to accces your high speed Internet service)

   • Arris Digital Phone Modem TM 402 drivers for Windows XP, 2000, 98 Second Edition and ME (zip)
   • Arris Digital Phone Modem TM 502 drivers for Windows XP, 2000, 98 Second Edition and ME (zip)

   Windows Vista Users: If you are using a USB connection with the Arris Digital Phone Modem to connect to your high speed internet, USB Drivers for Windows Vista running in 32-bit mode are included with Windows Vista. There is no download necessary.

2. If you are using one of the following operating systems, Ethernet only should be used:

   • Windows NT
   • Macintosh

   If you are using an Ethernet connection, verify that the drivers for your Network Interface Card (NIC) are properly installed. On most NICs a successful link to the modem will be indicated by a solid light on the back of the NIC. This can also be indicated on the front of the modem by a light usually titled "Link" or "PC".

3. TCP/IP is a necessary protocol for connectivity on the Internet. Check your Network settings in your Control Panel. TCP/IP should be pointing to your NIC or USB cable modem.
   
4. If all devices and configurations are normal, you may need to release and renew your IP address as your IP address may have expired. Depending on which operating system you are using, the steps vary. Use the following steps:
   
   

   1. Windows XP, NT Workstation and Windows 2000 

      1. Click on the Start button and click on Run 
      2. In the Run dialog box, type cmd and click on the OK button
      3. At the Command prompt, type ipconfig /all and press the Enter key
      4. IP address information will be displayed. To release the IP, type ipconfig /release. To renew the IP address, type ipconfig /renew 
      5. Type exit to exit the Command prompt
         
         Macintosh
         
         
         1. Restart your machine or In the TCP/IP Options section of the TCP/IP control panel, select Make TCP/IP Inactive 
         2. Save your changes and exit the TCP/IP control panel
         3. Wait two minutes for the timers to release the current TCP/IP sessions
         4. In the TCP/IP Options section of the TCP/IP control panel, select Make TCP/IP Active 
         5. Save your changes and exit the TCP/IP control panel
         
         
         For support with email or browser related problems, please click on your internet service provider below:
         
         
         • Road Runner   
         
         
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         2. If a service call is the only solution, help us serve you better. 

         If you are unable to resolve your problem using these troubleshooting tips, you may need to schedule a service call. Before calling Customer Care, please check the following:
         
         
         • Check to make sure you subscribe to the service you are not receiving
         • Ensure that someone age 18 or older will be home at the time of the service call, and will be able to stay for the duration of the visit. If no one 18 or older is at home at the time the technician's arrival, your service call will have to be rescheduled.
         • Be sure to provide a telephone phone number where you can be reached during your appointment window in case our technician needs to speak with you before arrival.

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