Introduction

Note: if customer has their own firewall software, that might be causing the issue; refer customer to firewall provider

Resolution Steps

• Check for Static IP Address outages
   
• Verify that Static IP service code is listed on customer account
   
• Verify that the Static IP service the customer has listed in BOLT appears in Merlin
   
• In Webtools for this Cable Modem, under the lease tab, Is there a current Static IP lease for this customer?
   
  • If not, Reboot the Cable Modem, Clear Host
  
  
  • Finally ask that the customer Release/Renew IP Address on their device
     
• Is the modem listed as 'Single Static IP Enabled' with a Static IP listed?
   
  • If not, Balance the account, check for PT errors
     

If the problem persists:

Click Create Work Order or Technical Case button on the Work Orders Tab in BOLT:

• Fill out the information as described below and click Submit
   

  Trouble Call or Tech Case	Tech Case
  Service Category	Data
  Problem Description	IP Issue
  Select	All Affected Equipment