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Troubleshoot
Cull the service type you would similar to troubleshoot.
Only click on an option beneath and we volition retrieve your equipment information.
Note: In order to troubleshoot you'll demand to be able to see and maybe reset your equipment.
Please wait, it may take a few moments to retrieve your equipment data.
We've establish the equipment on your account. Click the "Brainstorm Troubleshooting" button to become started.
Distressing, there was an error fetching status of your device(s). Please endeavour again.
Distressing, no device institute on your account. Please try once again.
Follow the simple steps below so we can assist solve your outcome.
Your equipment
Here are the modems you 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 so we tin send a signal to refresh them automatically.
To continue select "Reset online modems" below.
Online modem
CMAC Address: {{modem.macAddress}} >Where'southward my CMAC accost? Your CMAC address can exist 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 yous accept a loose connection. Earlier yous reset your offline modem(s) make sure there are no loose plugs and the outlets and circuit breakers are working.
After checking your connections, click the "Reset offline modems" button below to go started.We volition guide you through the reset steps.
Offline modem
CMAC Address: {{modem.macAddress}} >Where's my CMAC address? Your CMAC accost can be found on the bottom of your modem on the white sticker.
Your equipment
Here are the modems you 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 so nosotros can ship a indicate to refresh them automatically. Reset these modems first. Click the "Reset online mdoems" push to get started.
After resetting your online modem(south) follow the steps to reset your offline modem(s) manually.
Online modem
CMAC Address: {{modem.macAddress}} >Where's my CMAC address? Your CMAC address can exist constitute on the bottom of your modem on the white sticker.
Your offline modem(south)
We are unable to communicate with these modems. You'll demand to reset them manually. Sometimes this happens if you take a loose connection. Before you lot take reset offline modem(southward) make certain there are no loose plugs and the outlets and excursion breakers are working.
CMAC Accost: {{modem.macAddress}}
Your equipment
Here are the digital cable boxes on your account.
Click the "Go along" push below to begin troubleshooting your issue.
Digital cable box
Series number: {{modem.macAddress}} >Where's my serial number? It'south located on the back of your digital cable box on the white sticker. For Samsung digital cable boxes it is the number after a series of letters that looks like this: JCAS ID CV SN.
Select symptoms
Let us know what y'all are experiencing.
Digital cable box
Serial number: {{modem.macAddress}} >Where'southward my serial number? It'south located on the back of your digital cable box on the white sticker. For Samsung digital cablevision boxes it is the number later on a series of letters that looks like this: JCAS ID CV SN.
What are yous experiencing?
Select each effect that applies. If y'all practise not run across your issue, select "I have a different consequence".
I am having problems with my pic quality.
One or more of my channels are non working.
I am seeing a blackness screen.
My Plan Guide isn't working.
I am having problems with my DVR service.
I am having bug with my On Demand service.
I accept a dissimilar issue.
Later on selecting your issue(due south), click the "Continue" push below.
Your online modems
Allow's reset your online modem(southward) and see if that fixes the issue. If you take more than one modem with an issue yous will need to reset each one separately.
- Before y'all begin the reset brand certain there are no telephone lines in use in your home.
- Do not shut out of your web browser or navigate abroad from this page. When the reset is complete this folio will automatically reload and you lot tin continue troubleshooting from here.
To become started click the "Reset modem" button.If you have more than one modem to reset, wait until the first one finishes resetting before clicking on the next.
Online modem
CMAC Address: {{modem.macAddress}} >Where'south my CMAC address? Your CMAC address tin be found on the bottom of your modem on the white sticker.
Please wait while nosotros reset your modem. You will lose internet connection. The lights on your modem will wink. Remember, don't unplug your modem or any other equipment while it is resetting.
Afterwards you have finished resetting your modem(s) with an issue click the "Go along" push button below.
Your offline modems
These modems are offline.
You volition demand to manually reset each offline modem with an issue.
- Before you begin the reset brand certain in that location are no phone lines in utilize in your home.
- Do not close out of your spider web browser or navigate away from this page. When the reset is complete this page will automatically reload and you tin can go on troubleshooting from here.
Offline modem
CMAC Address: {{modem.macAddress}} >Where'due south my CMAC address? Your CMAC address can exist found on the bottom of your modem on the white sticker.
Folow these steps to reset your offline modem(s):
Step1
Unplug the ability from your modem. If you are using a battery fill-in, y'all'll also need to disconnect the bombardment from the modem.
Step2
Unplug the power from your router (if you have ane).
Step3
Plug the modem back in and look until it has fully restarted. This can take up to a few minutes. If you are using a bombardment backup, reconnect the battery to the modem. Plug the router back in and look 30 seconds.
After you have finished resetting your modem(s) with an consequence click the "Proceed" button below.
Your online modem
Let'south reset your modem(southward) and see if that fixes the event. If you accept more than one modem with an issue you will demand to reset each ane separately.
- Before you begin the reset make there are no phone lines in use in your home.
- Practice not close out of your web browser or navigate away from this page. When the reset is consummate this page will automatically reload and you can keep troubleshooting.
To get started click the "Reset modem"button.If yous accept more than one modem to reset, wait until the showtime i finishes resetting before clicking on the next.
CMAC Address: {{modem.macAddress}} >Where's my CMAC address? Your CMAC address tin can be found on the lesser of your modem on the white sticker.
Your offline modems
Your offline modem(southward)
Y'all will demand to manually reset each offline modem with an issue.
- Before you lot begin the reset brand sure there are no phone lines in use in your home.
- Practice not close out of your web browser or navigate abroad from this page. When the reset is consummate this page will automatically reload and y'all tin can proceed troubleshooting from hither.
Offline modem
CMAC Accost: {{modem.macAddress}} >Where's my CMAC address? Your CMAC address tin can be found on the bottom of your modem on the white sticker.
Hither'south how to reset your offline modem:
Step1
Unplug the ability from your modem. If yous are using a bombardment backup, you'll also need to disconnect the bombardment from the modem.
Step2
Unplug the ability from your router (if you have i).
Step3
Plug the modem back in and await until it has fully restarted. This can have up to a few minutes. Notation: If you are using a battery backup, reconnect the bombardment to the modem. Plug the router dorsum in and wait 30 seconds.
Step4
Check your Internet connection by opening a new web browser window.
After you lot have finished resetting your modem(southward) with an event click the "Go on" button below.
Reset cable box
Reboot your digital cable box.
Let's try a simple reboot. This tin fix many mutual TV problems. Follow the reboot instructions shown to the right for each digital cable box with an issue.
Digital cablevision box
Series 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 it is the number after a series of messages that looks like this: JCAS ID CV SN.
Hither'south how to reboot your digital cablevision box(es):
Step1
Unplug your cable box from either the wall outlet or the box itself.
Step2
Wait 5 seconds and plug information technology dorsum in. The reboot process may take three-v minutes.
Step3
During the reboot process, the cablevision box may display a series of numbers, characters or letters.
Step4
When the front panel on the digital cable box displays "Turn On", the reboot is complete.
Step5
Turn on your Television and cablevision box. In that location may be a slight delay while the menu screen loads.
After you accept finished rebooting your digital cable box(es) click the "Keep" button below.
Has your issue been resolved?
Let united states of america know if your service is back up and running properly afterwards the modem reset.
If you are still having bug an Optimum Expert tin can help. Click the "Yes" push button if your issue is resolved. Click the "No" button to report your issue to an Optimum Expert.
Nosotros're glad your consequence is resolved.
Thank you for choosing Optimum.
Having a different issue?
If y'all didn't see your effect on the previous page y'all will demand to written report your issue to an Optimum Expert. Simply click the "Report my outcome" push button beneath. You tin choose to chat, email or call an Optimum Expert to become your event resolved.
Go back to select symptoms.
Resolution
Having a unlike issue?
An Optimum Expert tin assist. Simply click the "Report my issue" button below. Y'all tin cull to conversation, email or call an Optimum Skilful to become your consequence resolved.
Click here to troubleshoot a dissimilar service.
You lot demand to be able to access your equipment to troubleshoot.
You tin report a service upshot or log in after when yous have access.
Source: https://www.optimum.net/support/troubleshoot/
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