Insight Broadband has established the following troubleshooting steps to help you with connection problems. We also encourage you to call your local Insight office whenever you have a problem with your Insight Broadband service.

The following troubleshooting procedures are provided as a courtesy to advanced PC users who are willing to do some investigation into the most common connectivity issues.

1. Do your cable modem and computer have electrical power?

Answer: NO

Solution 1 - Verify that all cables are firmly attached:

· Cable from the wall to cable outlet on the back of the modem

· Electrical cable from the modem to the electrical outlet

· Ethernet (or network) cable from the modem to the computer

 

Solution 2 - Verify that the electrical outlet is providing power:

· Is the surge protector turned on (if you are using one)

· Is the wall outlet controlled by a wall switch, and is it on

 

Solution 3 - Plug another electrical device into the wall outlet to test the outlet

· If the outlet does not work, try another electrical outlet to verify.

 

Answer: YES

Solution: Proceed to Step #2

 

2. Are the cable modem lights solid, or are they continually blinking?

(Depending on the cable modem, the light sequences will differ from one to another. Look at the cable modem manual, and determine which light signifies established connectivity to the cable system).

Answer: Blinking

 

Solutions:

· Turn off the cable modem by unplugging the electrical cord

· After 30 seconds, plug electrical cord back in and make sure modem is turned on

· If the connectivity light is solid, check for Internet connectivity

· If the connectivity light continues to flash repeatedly, contact your local Insight office for assistance

 

Answer: Solid (not blinking)

 

Proceed to Question #3.

3. Is the cable modem connected directly to a computer, or is it connected to a home networking device such as a hub or router?

Answer: Connected to a hub or router

Solutions:

· Disconnect the home network

· Connect the cable modem directly to one computer

· Reset the cable modem

· Restart the computer

· Check for Internet connectivity

· Proceed to Question #4

Answer: Connected directly to one computer

 

Solutions:

· Restart the computer

· Check for Internet connectivity

· Proceed to Question #4

4. Is the computer using a firewall or anti-virus software?

Answer: YES

 

Solutions:

· Disable the computer's firewall and/or anti-virus

· Check for Internet connectivity

· Proceed to Question #5

 

Answer: NO

· Proceed to Question #5

5. Have any of your computer's hardware or software configurations changed?

(This includes addition of new hardware or software to your computer or changing settings on existing hardware or software to modify it.

Answer: YES

 

Solutions:

· Restore the computer's configuration to where it was prior to the no connection problem

· Restart the computer

· Check for Internet connectivity

 

Answer: NO

 

· Call your local Insight Broadband Customer Care office for further assistance.