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Troubleshoot
Choose the service type yous would similar to troubleshoot.
Simply click on an option beneath and we will retrieve your equipment information.
Note: In club to troubleshoot you'll need to be able to see and possibly reset your equipment.
Please look, it may take a few moments to recall your equipment information.
We've plant the equipment on your account. Click the "Begin Troubleshooting" button to get started.
Sad, there was an error fetching status of your device(due south). Delight try once more.
Sad, no device constitute on your business relationship. Delight try once more.
Follow the uncomplicated steps below so we tin assist solve your issue.
Your equipment
Here are the modems y'all have on your business relationship.
Note: The CMAC Address is located on the bottom of your modem on the white sticker.
Your online modem(s). These modems are online so we can send a signal to refresh them automatically.
To continue select "Reset online modems" beneath.
Online modem
CMAC Accost: {{modem.macAddress}} >Where's my CMAC address? Your CMAC address can be found on the bottom of your modem on the white sticker.
Your offline modem(s) We are unable to communicate with these modems. You'll need to reset them manually. Sometimes this happens if you lot have a loose connectedness. Earlier y'all reset your offline modem(s) brand sure there are no loose plugs and the outlets and circuit breakers are working.
After checking your connections, click the "Reset offline modems" push below to get started.We will guide you through the reset steps.
Offline modem
CMAC Address: {{modem.macAddress}} >Where'south my CMAC address? Your CMAC accost can exist found on the bottom of your modem on the white sticker.
Your equipment
Hither are the modems you lot have on your account.
Note: The CMAC Address is located on the bottom of your modem on the white sticker.
Your online modem(s)
These modems are online and so we can send a betoken to refresh them automatically. Reset these modems first. Click the "Reset online mdoems" button to become started.
After resetting your online modem(s) follow the steps to reset your offline modem(southward) manually.
Online modem
CMAC Address: {{modem.macAddress}} >Where's my CMAC address? Your CMAC accost can exist found on the bottom of your modem on the white sticker.
Your offline modem(southward)
We are unable to communicate with these modems. You'll demand to reset them manually. Sometimes this happens if you lot take a loose connection. Before yous have reset offline modem(s) make sure at that place are no loose plugs and the outlets and excursion breakers are working.
CMAC Accost: {{modem.macAddress}}
Your equipment
Here are the digital cablevision boxes on your account.
Click the "Continue" button beneath to brainstorm troubleshooting your issue.
Digital cable box
Series number: {{modem.macAddress}} >Where's my serial number? It'due south located on the back of your digital cable box on the white sticker. For Samsung digital cablevision boxes it is the number afterwards a serial of letters that looks like this: JCAS ID CV SN.
Select symptoms
Let united states of america know what you lot are experiencing.
Digital cablevision box
Serial number: {{modem.macAddress}} >Where's my serial number? It's located on the back of your digital cable box on the white sticker. For Samsung digital cable boxes it is the number afterward a series of letters that looks like this: JCAS ID CV SN.
What are y'all experiencing?
Select each issue that applies. If you exercise not come across your issue, select "I have a different issue".
I am having issues with my picture show quality.
I or more of my channels are not working.
I am seeing a black screen.
My Program Guide isn't working.
I am having problems with my DVR service.
I am having problems with my On Demand service.
I have a different event.
After selecting your consequence(southward), click the "Go on" push button below.
Your online modems
Let's reset your online modem(south) and see if that fixes the issue. If y'all take more than one modem with an issue you will need to reset each one separately.
- Earlier you begin the reset make sure there are no phone lines in use in your home.
- Practice not close out of your spider web browser or navigate away from this folio. When the reset is complete this page will automatically reload and you lot can go along troubleshooting from here.
To get started click the "Reset modem" button.If you accept more i modem to reset, wait until the beginning one finishes resetting before clicking on the side by side.
Online modem
CMAC Address: {{modem.macAddress}} >Where's my CMAC accost? Your CMAC address can be found on the bottom of your modem on the white sticker.
Please look while nosotros reset your modem. You will lose internet connectedness. The lights on your modem will flash. Remember, don't unplug your modem or any other equipment while it is resetting.
Later on you accept finished resetting your modem(s) with an result click the "Continue" push button beneath.
Your offline modems
These modems are offline.
You volition need to manually reset each offline modem with an issue.
- Earlier you brainstorm the reset make sure in that location are no telephone lines in use in your home.
- Do not close out of your web browser or navigate away from this page. When the reset is complete this page will automatically reload and you lot can proceed troubleshooting from hither.
Offline modem
CMAC Address: {{modem.macAddress}} >Where'south my CMAC address? Your CMAC address tin be establish on the bottom of your modem on the white sticker.
Folow these steps to reset your offline modem(southward):
Step1
Unplug the power from your modem. If you are using a battery backup, you'll also need to disconnect the bombardment from the modem.
Step2
Unplug the power from your router (if you have one).
Step3
Plug the modem back in and expect until it has fully restarted. This can accept up to a few minutes. If you are using a battery backup, reconnect the battery to the modem. Plug the router back in and wait 30 seconds.
Afterwards y'all have finished resetting your modem(s) with an issue click the "Continue" push beneath.
Your online modem
Let'due south reset your modem(s) and see if that fixes the issue. If you lot have more ane modem with an effect yous will need to reset each i separately.
- Before y'all begin the reset make there are no phone lines in use in your home.
- Exercise not close out of your web browser or navigate away from this folio. When the reset is complete this folio volition automatically reload and you can continue troubleshooting.
To get started click the "Reset modem"button.If you take more i modem to reset, wait until the first one finishes resetting earlier clicking on the next.
CMAC Address: {{modem.macAddress}} >Where's my CMAC accost? Your CMAC accost tin be found on the bottom of your modem on the white sticker.
Your offline modems
Your offline modem(southward)
You will need to manually reset each offline modem with an issue.
- Before you begin the reset brand sure in that location are no phone lines in use in your domicile.
- Do not close out of your web browser or navigate away from this page. When the reset is consummate this page volition automatically reload and you can continue troubleshooting from hither.
Offline modem
CMAC Address: {{modem.macAddress}} >Where'southward my CMAC accost? Your CMAC address can be institute on the bottom of your modem on the white sticker.
Hither'due south how to reset your offline modem:
Step1
Unplug the power from your modem. If you are using a battery fill-in, y'all'll besides need to disconnect the bombardment from the modem.
Step2
Unplug the power from your router (if you lot take 1).
Step3
Plug the modem back in and wait until it has fully restarted. This tin have up to a few minutes. Note: If you are using a bombardment backup, reconnect the battery to the modem. Plug the router back in and expect 30 seconds.
Step4
Check your Cyberspace connexion by opening a new web browser window.
Later you lot take finished resetting your modem(s) with an issue click the "Continue" button below.
Reset cablevision box
Reboot your digital cable box.
Let'south effort a simple reboot. This can fix many common TV bug. Follow the reboot instructions shown to the right for each digital cable box with an issue.
Digital cable box
Serial number: {{modem.macAddress}} >Where'due south my serial number? It's located on the back of your digital cable box on the white sticker. For Samsung digital cable boxes information technology is the number afterward a serial of letters that looks like this: JCAS ID CV SN.
Hither's how to reboot your digital cable box(es):
Step1
Unplug your cable box from either the wall outlet or the box itself.
Step2
Wait 5 seconds and plug it dorsum in. The reboot process may take iii-five minutes.
Step3
During the reboot procedure, the cable box may display a series of numbers, characters or letters.
Step4
When the front console on the digital cable box displays "Plough On", the reboot is complete.
Step5
Turn on your TV and cable box. There may be a slight filibuster while the card screen loads.
After y'all accept finished rebooting your digital cable box(es) click the "Continue" button beneath.
Has your issue been resolved?
Let us know if your service is support and running properly after the modem reset.
If you are still having issues an Optimum Practiced can aid. Click the "Yes" button if your result is resolved. Click the "No" button to study your result to an Optimum Expert.
We're glad your effect is resolved.
Thanks for choosing Optimum.
Having a different issue?
If you lot didn't encounter your issue on the previous page yous will need to report your effect to an Optimum Expert. Simply click the "Report my issue" button below. You can choose to chat, email or call an Optimum Expert to get your issue resolved.
Go back to select symptoms.
Resolution
Having a unlike result?
An Optimum Expert tin can help. Simply click the "Study my outcome" button below. You can choose to conversation, email or telephone call an Optimum Expert to get your issue resolved.
Click hither to troubleshoot a different service.
You need to be able to access your equipment to troubleshoot.
Y'all tin study a service event or log in later when you have admission.
Source: https://www.optimum.net/support/troubleshoot/
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