User's Manual

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General Troubleshooting

You can correct most problems you have with your product by consulting the troubleshooting list that

follows.

I can’t access the internet.

 Check all of the connections to your Wireless Voice Gateway.

 Your Ethernet card may not be working. Check each product’s documentation for more information.

 The Network Properties of your operating system may not be installed correctly or the settings may

be incorrect. Check with your ISP or cable company.

I can’t get the modem to establish an Ethernet connection.

 Even new computers don’t always have Ethernet capabilities – be sure to verify that your computer

has a properly installed Ethernet card and the driver software to support it.

 Check to see that you are using the right type of Ethernet cable.

The modem won’t register a cable connection.

 If the modem is in Initialization Mode, the INTERNET light will be flashing. Call your Cable

Company if it has not completed this 5-step process within 30 minutes, and note which step it is

getting stuck on.

 The modem should work with a standard RG-6 coaxial cable, but if you’re using a cable other than

the one your Cable Company recommends, or if the terminal connections are loose, it may not work.

Check with your Cable Company to determine whether you’re using the correct cable.

 If you subscribe to video service over cable, the cable signal may not be reaching the modem.

Confirm that good quality cable television pictures are available to the coaxial connector you are

using by connecting a television to it. If your cable outlet is “dead”, call your Cable Company.

 Verify that the Cable Modem service is DOCSIS compliant and PacketCable compliant by calling

your cable provider.

I don’t hear a dial tone when I use a telephone.

 Telephone service is not activated. If the rightmost light on the Wireless Voice Gateway stays on

while others flash, check with your TSP or cable company. If the Wireless Voice Gateway is

connected to existing house telephone wiring, make sure that another telephone service is not

connected. The other service can normally be disconnected at the Network Interface Device located

on the outside of the house.

 If using the second line on a two-line telephone, use a 2-line to 1-line adapter cable.

For more Usage and Troubleshooting Tips use the web site links provided on the CD-ROM: