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Connectivity Issues
Before contacting customer technical support, please follow these simple steps to troubleshoot your connectivity issue:
- Note the lights on the front of the router and cable modem (if and when you call tech support, this information is helpful).
- Shut down your PC and turn it off.
- Unplug the router from its power source.
- Unplug the cable modem from its power source.
- Wait 60 seconds, then plug the cable modems power cord back in.
- Wait for the solid green lights. (This may take up to 5 minutes.)
- Plug the router's power cord back in.
- Wait for the router to power cycle. If you have a Nortel Contivity router the number one light should be blinking green. The rest of the lights should be solid green. (This may take up to 5 minutes.)
- Turn your PC back on and start your Internet browser.
If you are still unable to connect to the Internet you will need to contact tech support.
Before calling or emailing tech support, please do the following:
- Note the lights on the front of the router and cable modem.
- Have the modems MAC address ready to give to the tech. The modems MAC address is a 12 digit alphanumeric number that is located either on the bottom or the back of the modem (e.g. 00204075292C or 005004E0993C or 00E06F01590F or 000B06377D48 etc.)
- Be at the location where you are experiencing the connectivity issue.
- Be able to access the equipment (cable modem and router).
- Be able to talk on the phone with the tech while in the same room as the equipment (cable modem and router). Cell phones are not ideal because computer equipment can interfere with the signal so please try using a landline (regular phone) if possible.
Once you have completed the above checklist please call tech support at 516-803-1073 or toll free at (877) 766-4633. If your problem does not require immediate attention email us at eduhelp@cablevision.com.
Thank you and have a great day.
 
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