Common Issues

• Basic Connectivity
• Email Problems
• Browser Issues

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.

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.

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.

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.

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 http://speedtest.oceanic.com/ and click on the button to start MySpeed. This speedtest provides easy to understand download and upload speed test results for your broadband connection. Java is required to run this test. (Available only on the Time Warner Cable Hawaii network)

Also consider disabling any software which may be monopolizing your upstream bandwidth, such as P2P file sharing software. Trojans, worms and viruses can also affect performance in addition to security concerns. Oceanic Time Warner Cable and Oceanic Time Warner Business Class recommend that all PC users periodically update their version of Windows by downloading and installing the latest critical security patches at Windows Update. While viruses can come from anywhere, use proven strategies to minimize your chances of infection:

1) Check Windows Update regularly and install Critical Updates.
2) Insure that your AntiVirus program is updated with the latest definitions and engine.
3) Consider a Firewall software and/or hardware solution.

Mac users are also encouraged to keep their MacOS patched with the latest security updates.

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.

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.