Introduction Please be aware that the following brand names are the same company (ending with newest): Linksys, Cisco, Belkin, Foxconn Motorola, Pace, Arris, CommScope Outdoor equipment such as ONT's customers do not have access to are not... Read More

Introduction Modem Offline Merlin Errors: STARTCONFIGFILEDOWNLOAD  MAC address was not found on Wave, Grande or RCN networks  Device not registered on the Network Headend  Provisioning Does Not Exist for this MAC  Entered MAC is not... Read More

Introduction Accounts are flagged in BOLT and ICOMS when the customer's address is part of an outageMerlin red error messages  do not mean the customer may be part of a declared outage When an account is flagged as having an outage or... Read More

Introduction Authenticate two (2) Security Questions OR   the CPNI PIN and one (1) security question before discussing or changing any applicable CPNI and PII-protected information; customers cannot opt-out of CPNI verificationWith a... Read More

IntroductionThis article is meant to troubleshoot certain device(s) that can't connect to your internet connection. If all of your devices cannot connect to the Internet, follow troubleshooting for Cable Modem Offline / Modem Out ... Read More

  Introduction Accounts are flagged in BOLT and ICOMS when the customer's address is part of an outage Merlin red error messages do not mean the customer may be part of a declared outage When an account is flagged as having an outage or... Read More

Troubleshooting Intermittent Internet Connections 4 months ago | Article no. 5313 Introduction Non-GPON Symmetrical (formerly Wave G) in CA, OR and WA: Follow troubleshooting steps, except power cycle modem and access Merlin.  If a Non-GPON... Read More

Resolution Steps Customers in Salem, Oregon currently with video equipment are being notified their equipment needs to be replaced Customer Notificationsare sent beginning September 12, 2023 and are sent throughout the process until... Read More

Introduction Any Pending Work Order for the speed upgrade and modem codes should not be cancelled If the order does need to be canceled, escalate to a Lead to make the local market aware Resolution Steps PA Speed Increase Project Talking Points ... Read More

  Introduction This router is intended for video game enthusiasts who want more control over their gaming bandwidth Requirements Must havecompany internet speed of 250Mbps or higher Canuse with a BYOM Canuse with 2 G (ALL PORTS ON THIS... Read More