Home >> Support >> Common Technical Support Questions


Our Time Warner Cable Business Class Technical Support Team is available to you 24x7, but here are a few things you may want to try before you call.

Basic Connectivity

Question 1. What should I do if the cable light is out or flashing on my modem?

Question 2. What should I do if the power light is out on my modem?

Question 3. What should I do if the PC light is out on my modem?

Question 4. What should I do if the cable, PC, and power lights are all solid on my modem, but I still cannot connect?

Question 5. What should I do if my connection is slow?

E-mail Problems

Question 6. What can I try if my e-mail is not working?

Browser Issues

Question 7. What should I do if I cannot get to a web page?

1. What should I do if the cable light is out or flashing on my modem?

Make sure the coax cable is connected securely to the modem. Then reset the modem by pulling the power cord out of the back and plugging it back into the wall socket after 10 seconds. If your modem has a standby button, make sure it is not in standby mode. Return to top

2. What should I do if the power light is out on my modem?

Make sure the power cord is connected securely to both the modem and the wall outlet. If the problem persists, try another outlet.
Return to top

3. What should I do if the PC light is out on my modem?

Make sure that the CAT5 or USB cable is securely connected to both the PC and the modem. If the cable is securely in place, try connecting a different PC to the modem. If the problem persists, try a different CAT5 cable with your PC. Return to top

4. What should I do if the cable, PC, and power lights are all solid on my modem, but I still cannot connect?

Reset the modem by pulling the power cord out of the back and plugging it back into the wall socket after 10 seconds. If a firewall and/or anti-virus application are enabled, temporarily disable them and retry the connection. If the PC is behind a firewall and/or router, connect the PC directly to the modem, reboot and try the connection again. Return to top

5. What should I do if my connection is slow?

Bypass any internal equipment such as a router or firewall and connect the PC directly to the modem. To test the download speed go to ftp://update-server.neo.rr.com/pub/ and double click on bigfile.Z. Save this file to your PC. Take note of the transfer rate. To calculate your connection speed, multiply the transfer rate by 8 and divide the product by 1000. This will show the connection speed in Mbps.
Return to top

6. What can I try if my e-mail is not working?

Check the configuration in the mail application to make sure it is set up correctly. Re-enter your password. If a firewall and/or anti-virus application is enabled, temporarily disable them and try to access your e-mail again. Return to top

7. What should I do if I cannot get to a web page?

Try accessing several different pages to determine if it is a problem with a single website or the connection. If the PC is behind a router and/or firewall, connect the PC directly to the modem and try again. If a firewall and/or anti-virus application is enabled, temporarily disable them and try again. Return to top