A:

Power-Cycle
First, Power-Cycle your cable modem, your computer, and any other network hardware you have connected (such as gateways, hardware firewalls, routers, switches, hubs, etc.) Here's how:

1. Save any open files, close any open programs, and shut down your computer(s).
2. If you have any gateways, hardware firewalls, routers, switches, hubs, etc., unplug them. If you do not recognize these terms, just skip this step.
3. Unplug the cable modem itself. Wait at least a minute before plugging anything back in. While you wait, check all your cables and connections and make sure they are secure. If you have moved any equipment recently, take extra care in checking your connections.
4. Now plug the cable modem back in. Watch for the cable light to return to solid green. [Pictures] Then restore power to any extra network devices, and finally, turn your computer(s) back on.

If you aren't back online, check to see if your modem's "STANDBY" light is the only one lit. If it is, press the "STANDBY" button on top of the modem, and try connecting again. If this does not fix the problem, or if it does not apply to your modem, place a call to Coaxim's 24/7 support team at 1-888-543-2101.

A: Even if the lights on your cable modem look good, you should do a complete power-cycle before trying anything else. If that doesn't get you back online, you may have a configuration problem on your computer or a hardware problem elsewhere in your network (loose cables, a router needing reboot, etc.) If your physical network is in good shape, examine your software, especially any software firewalls or intrusion detection systems you may have installed. Programs like ZoneAlarm, Norton Firewall, McAffee Firewall, or Blackice Defender can malfunction and disable your Internet connection. These programs usually run on your computer as long as it is on, and over time they can become confused and start blocking your Internet access. Usually, restarting your computer will solve the problem, but sometimes the software must be manually reset, or even reinstalled. If you are unable to restore your Internet connection, please call Coaxim support at 1-888-543-2101.

A: Each of the computers must have a network interface, and you will need a device called a "gateway router" or "home networking gateway." With a gateway router, you can connect several computers to your cable Internet service, however these connections are not supported by Coaxim and technical support will not be able to answer questions about gateway configuration.

A: If you purchased your modem from Coaxim, please call support at 1-888-543-2101. They will guide you through a testing process and, if necessary, dispatch a technician to replace your modem. If you purchased your modem separately, contact the manufacturer or the place of purchase.

A: In cases of non-system problems (such as problems with your own computer), a minimum $30 service call fee applies.

A: Using your coaxim email address, send an email to support@coaxim.com. Your WebSpace will be activated and you will receive login information.

A: Please visit our email page.