Cable Modems Stuck In Boot Loop After Power Outage
Some cable modems may be stuck in the boot loop situation with flaps showing. If this is the case, do the steps to delete it from the CMTS and then wait a couple minutes and it should come back.
Category: Support Updates
Hydro Outage Last Night
Hydro Outage / Flicker last night around 1:51AM caused many customers to re-connect. Some may be having issues this morning with routers needing an extra reboot, or programming checked.
71349 Lane 3 S
Hello, If you hear from any customers on this road that were down, it was due to a repair we were working on. They are all now up and STBs are confirmed pingable.
Red Service Light, or no IP In NOMS (even after reboot)
Will mostly effect ONTs in RG mode. Please call and we will check if the RG WAN Interface Status field is populated. If it is not we will simply reset the RG, or change to rg-5 config file, and the ONT will reboot and then should come back with an …
Updated:Android Box URL Auto-Blocked By Hay Malware Detection DNS Service
Updated: Added link to the Hay DNS Services. Protected and Unprotected. If customers are adamant about have an unprotected service, and you have explained the risks, we can switch to the unprotected Hay DNS servers. Preferably on the specific device (Android Box), but if we have to and they are …
DSL Max – Great Package to Encourage & Reduce Support Calls
Not all people coming off vacation will know or remember that we now offer DSL Max. Please offer it to them if they don’t have it. It offers a much better experience for many customers. To most people the extra $5/month will be worth it so we shouldn’t let the …
Cable Internet Not Working after Off Vacation with Flaps
If a cable modem is not working off vacation, and is showing lots of flaps, check the state the modem is in via NOMS Query CMTS for this CableModem button. A pop up window will come up telling you the modem state. Refresh if it doesn’t load at first. If …
Customers Logging Into 844E
Customers may want to log in and change some of their own wireless settings, access control, etc… They are able to do this using the admin login information which is on the sticker that should be on the 844E. If there is no sticker, it can be found on the …
For 804Mesh, 844E, 844G, 854G That are not in CC+/DME
If you come across one of these device models that is not showing up in the ACS (ConsumerConnect+ / Support Cloud DME) please have a screen connect open with the customer and call in so we can log in locally to check the devices settings. If it is after hours, …
Hensall Cable Internet, TV and Phone Out 5AM – 7AM Tuesday
Maintenance being done in Hensall tomorrow morning from 5AM – 7AM. Cable Internet, TV, and phone services will be on and off during that period.