West Virginia
After Installation
TEST INTERNET ACCESS
Use either of the following options to test your cable-based internet access.
Display internet browser default home page:
- Launch a browser on the computer connected to the modem.
- If the default home page is displayed, you have internet access.
- From your browser screen, select Refresh or Reload
to ensure the page was not loaded from a cached page.
Display Charter Business
® home page:
- In your browser, enter Charter-Business.com.
- Press the Enter key.
- If the Charter Business home page displays, you have internet access.
Troubleshooting
There are a number of standard troubleshooting measures you can apply when trying
to resolve service issues.
Troubleshooting Common Problems
|
PROBLEM
|
SOLUTION
|
|
Power light is off
|
- Check that the modem power cord is properly plugged into both the device and the
electrical outlet.
- Check that the electrical outlet is working. If it is not, try an outlet that is
working.
- If the modem has a Standby button, check to see if the device is in standby mode.
If it is, press or toggle the button to disengage standby mode and reconnect service.
- If the modem is still not providing service, call the Charter Business Customer
Care Center at 800-314-7195.
|
|
Cannot receive or send data (but power light is on)
|
- Turn the modem off if it has an on/off switch and unplug it from the power supply.
- Turn your computer(s) or networking device off.
- Reconnect the modem to the power supply, and turn it on if it has an on/off switch.
- Wait 60 seconds and then restart your computer(s) or networking device.
|
Unlit Modem Lights
The following table describes what unlit modem lights indicate.
|
LIGHT
|
DURING NORMAL OPERATION
|
DESCRIPTION
|
| AMBIT |
| Power |
On solid green |
Indicates the modem has power. |
| USB |
Flashing green, if you are using USB |
Indicates the modem is transferring data over the USB cable (if you are using this connection). |
| ENET |
Flashing green, if you are using Enet |
Indicates the modem is transferring data over the Ethernet cable (if you are using this connection). |
| Send |
Random |
Flashes when the modem sends data to the internet. |
| Receive |
Random |
Flashes when the modem receives data from the internet. |
| Sync |
On solid green |
Indicates the modem has established a connection. |
| Ready/Cable |
On solid green |
Indicates the modem is ready to send/receive data. |
| CISCO UBR |
| OK |
On solid green |
Indicates the modem has power. |
| (Port) 1 |
On/flashing/off |
If on or flashing, the modem has activity through this port. |
| (Port) 1 |
On/flashing/off |
If on or flashing, the modem has activity through this port. |
| (Port) 2 |
On/flashing/off |
If on or flashing, the modem has activity through this port. |
| (Port) 3 |
On/flashing/off |
If on or flashing, the modem has activity through this port. |
| (Port) 4 |
On/flashing/off |
If on or flashing, the modem has activity through this port. |
CATV ACT
(activity) |
Flashing green |
Indicates the modem has activity. |
| CATV Link |
On solid green |
Indicates the modem has established a connection. |
DS (downstream)
(activity) |
On solid green |
Indicates the modem has locked to downstream channel. |
| US (upstream) |
On solid green |
Indicates the modem has communication on the upstream channel. |
DSNR
(downsignal-to
noise ratio) |
On solid green |
Indicates the modem is receiving a good downstream signal. |
| MSG (message) |
Off |
We do not use this light. |
| MO TOROL A SURFBOARD |
| Power |
On solid green |
Indicates the modem has power. |
| Receive |
On solid green |
Indicates the modem has acquired a downstream connection. |
| Send |
On solid green |
Indicates the modem has acquired an upstream connection. |
| Online |
On solid green |
Indicates the modem has established a connection. |
| Activity |
Flashing amber |
Flashes when transmitting and receiving data. |
| Standby |
Off |
If on, modem is in standby mode. |
Assistance
If you need assistance, visit our Customer Support page at
Charter-Business.com or call Charter Business Customer Care (open 24 hours
a day, 7 days a week) at
800-314-7195.
When calling, please have the following information ready, so we can help you as quickly as possible:
- The exact and full customer name on the Commercial Service Agreement.
- Your Charter Business customer account number.
- The name of the designated contact person for your company (if it is not you) and his or her contact information (phone,
address, email).
- For customers with a static IP address, the static IP addressing information provided during installation.
A Charter Business representative will help you with your internet access connection and make sure that the modem is working correctly.
Charter will not be able to assist you with computer or local-area network problems.