Data Troubleshooting

  Introduction Follow TAC Escalation Procedure error message in Merlin indicates one or more areas of the modem's health are outside of the accepted range at that moment This could be anything from degraded service to full service loss... Read More

Self-Service Support Alert: this article is available for customers on help.astound.com Introduction Init strings are commands that help a Dialup modem establish a connection and stay connected    Resolution Steps Windows 10  Go toÂ... Read More

Self-Service Support Alert: this article is available for customers on help.astound.com Resolution Steps Check all connections and make sure they are finger-tight If a cable won't connect when attempting to tighten, you may need to... Read More

Self-Service Support Alert: this article is available for customers on help.astound.com Resolution Steps Select Tools from Internet Explorer menu  Go to Internet Options | General tab | Home Page  Select Use Current  Click Apply, thenÂ... Read More

Introduction Dial-up error 680 occurs when: Modem is not hooked up to the phone line correctly There is no dial tone  The modem drivers are not initializing properly to detect a dial tone on the line Dial tone is non-standard ... Read More

Self-Service Support Alert: this article is available for customers on help.astound.com Resolution Steps Cable modems are designed to be on for long periods of time without problemsOccasionally, a cable modem should be powered off andÂ... Read More

  Resolution Steps BEFCMU and WCG200 Version 1 Gateway Supported Settings Remote login to the HLAN gateway On the Wireless tab, make sure the Wireless Network is Enabled by selecting the Enable radio button Enter the customer requested SSIDÂ... Read More

Introduction Hijacking redirect occurs when a customer gets a special DNS ( 207.172.156.202 ) server issued along with an IP lease  This causes every web page the customer tries to access to go to a specific site.  In this case, the Hijack... Read More

Introduction To reactivate modem service, customer must be current Resolution Steps Go to the ICOMS Customer Equipment [BX] screen, highlight the modem and click Port Occ Asgn Highlight the modem again and click Modem Prov Verify theÂ... Read More

Introduction Non-Routable IPs only work on LANs or closed networks They are not publicly addressable IP addresses Resolution Steps Non-Routable IPs 204.152.64.0/23: any address between 204.152.64.0 and 204.152.65.15 169.254.0.0/16: any... Read More