Data Troubleshooting

Introduction This article pertains to Cable TV converters and DOCSIS CableMODEM equipment only. Resolution Steps Converter and Cable Modem Firmware Update Policy: Our company does not launch firmware updates until they are completely... Read More

Introduction Error 691: Access denied because username and/or password is invalid on the domain Resolution Steps In WebTools: Verify the account is active and Dial is turned ON Test the username and password On the Customer's... Read More

  Resolution Steps BOLT   Go to the Equipment Tab Select Addl Hits and Details Locate the MAC / Address on the Equipment Details screen ICOMS     Go to the Customer Equipment Maintenance screen [BX] Highlight equipment and click Port... Read More

  Resolution Steps In WebTools, verify Dial is ON and the password authenticates   If the issue persists, click Create Work Order or Technical Case on the Work Orders Tab in BOLTFill out the information as described below and clickÂ... Read More

Introduction Static IP Address are available to Business Solutions customers across all Sites They are no longer available to Residential customers effective November 1, 2023  Existing Residential Static IP customers are... Read More

  Resolution Steps Note: init(d) is not the same as online(d) Access Merlin through BOLT; bring up the customer's modem  Look for any indication (red) of an outage on the UBR   Click the Reboot button for the modem  Have the... Read More

Resolution Steps Go to the Equipment Maintenance [BX] screen in ICOMS  Highlight the item and click the Port Occ Asgn button  On the Equipment Port Maintenance screen, select the data port and click the Swap Ctg/Occ button   ... Read More