Time Warner Cable Internet Easy Connect Guide

Time Warner Cable Internet Easy Connect Guide
Time Warner Cable Internet
Easy
Connect
Guide
Enjoy surfing at your own speed. Super fast.
1 | QUESTIONS? 1-855-704-4503 ^ twc.com/support
Instant access anytime you feel like connecting.
Experience smooth, fast Internet. TWC Internet is simple to set up and use, and this Easy Connect
Guide will help you along the way. If you have any questions during the installation process, browse
our How-to video library at twc.com/howto and search “Easy Connect,” reach us at twc.com/support
using the “Contact Us” button or give us a call at 1-855-704-4503. We will be happy to help, and thank
you for choosing Time Warner Cable.
Included in your kit:
G
EASY CONNECT
GUIDE
CABLE
MODEM
POWER
CORD
COAXIAL
CABLES (2)
ETHERNET
CABLE
SPLITTER
RETURN SHIPPING
LABEL
Contents
Pages 2-5
Pages 6-12
Page 13
Pages 14-15
Page 15
Wired modem installation
and activation
Wireless modem installation
and activation
Modem
indicator guide
Troubleshooting
Manage your account
Wired modem installation and activation
COMPUTER
ELECTRICAL OUTLET
MODEM
3
ETHERNET CABLE
POWER CORD
4
IN
CABLE OUTLET
2A
1
COAXIAL CABLE
QUESTIONS? 1-855-704-4503 ^ twc.com/howto (search “Easy Connect”) | 2
Before beginning your installation, take a moment to
determine which pages of this instruction guide are
relevant to your needs. Refer to pages 2 through 5 if
you are not a TWC Home WiFi subscriber and will be
connecting your new modem directly to your computer
using the Ethernet cord provided. Refer to pages 6
through 12 if you have subscribed to TWC Home WiFi and
are installing a TWC wireless modem.
In both scenarios, ensure the coaxial cable is connected
to the modem before plugging the power cord into it. The
power cord should not be plugged into an electrical outlet
that can be turned on/off with a light switch.
To begin your wired modem installation, locate the
following items from your Easy Connect Kit: your modem’s
power cord, the Ethernet cable and one of two coaxial
cables. If you will be connecting your new modem to a
cable outlet that is also used for your TWC TV services,
you will need the second coaxial cable and the splitter
from your Easy Connect Kit.
2A Direct Outlet Installation
COAXIAL CABLE
CABLE OUTLET
IN
MODEM
If your cable outlet is also used for your TWC TV services,
refer to the illustration shown in 2B below. Disconnect the
existing coaxial cable from your wall outlet and replace
it with one end of the second coaxial cable from your kit.
Connect the free end of the coaxial cable to the IN on the
splitter. Connect the coaxial cable coming from your TV or
TWC Set-Top Box to one of two OUT ports on the splitter.
Connect the coaxial cable coming from your new modem to
the remaining OUT on the splitter.
2B Shared Outlet Installation
Step 1 Connect coaxial cable to modem
Connect one end of the coaxial cable to the IN of your modem.
COAXIAL CABLE
Step 2 Connect coaxial cable to outlet
OUT
If your cable outlet is not shared with another TWC service
like TV, connect the free end of the coaxial cable directly to
your cable outlet as shown in 2A.
STANDARD DVR, HD SET-TOP BOX OR DVR
INCOAX CABLE
CABLE OUTLET
CABLE OUTLET
MODEM
COAXIAL CABLE
MODEM
COMPUTER
MODEM
QUESTIONS? 1-855-704-4503 ^ twc.com/howto (search “Easy Connect”) | 3
Your modem’s “Online” light will be blinking to indicate it is
ready for registration (reference “Modem Indicator Guide” on
page 13). Return to your computer and open a new browser
to view the TWC Registration page. Follow the prompts to
complete the registration steps, create your TWC ID and set
up your email account. Once you have completed your online
registration, your installation is complete. Take a moment to
review the “Troubleshooting” and “Manage your account”
sections to complete your Easy Connect experience.
Step 3 Connect modem to computer
ETHERNET CABLE
MODEM
COMPUTER
To connect your modem to your computer, locate the
Ethernet cable included in your Easy Connect Kit. Plug one
end of the Ethernet cord into the Ethernet port at the back
of your modem. Plug the free end of the Ethernet cord to
the Ethernet port at the back of your computer.
Step 4 Connect modem to electrical outlet
If you are unable to access the Internet to complete your online
registration process, you may need to have your modem
activated. Visit twc.com/account from another Internetaccessible computer or device:
•Log in using your TWC ID or select “Register for a TWC ID” to
complete the one-time registration process.
POWER CORD
ELECTRICAL OUTLET
Wired modem activation
• Select the “My Account” tab.
• Scroll down to “Manage and Troubleshoot Services.”
MODEM
To connect your modem to an electrical outlet, locate the
device power cord included in your Easy Connect Kit. Plug
the corresponding end of the power cord into the port at the
back of your modem and the free end into your wall power
outlet or surge protector (not included).
•Select the “Troubleshooting” tab that follows the “Services”
and “Equipment” tabs.
QUESTIONS? 1-855-704-4503 ^ twc.com/howto (search “Easy Connect”) | 4
•Select “Internet” from the drop down to display the
applicable equipment.
• Select “Activate/Connect Modem” from the list of symptoms.
IF YOU ARE NOT A HOME WIFI CUSTOMER, YOU’LL WANT TO
SKIP AHEAD TO THE “TROUBLESHOOTING” AND “MANAGE
YOUR ACCOUNT” SECTIONS OF THIS GUIDE.
• Select the “Reset My Modem” button.
Activation by phone
You may also activate your modem through our automated
phone system at 1-855-704-4503.
•You will be asked for the 10-digit phone number associated
with your services to verify and locate your account.
•When prompted, say “Activate my Modem” and the
automated system will prompt you through your request.
The activation process may take up to 10 minutes to
complete. Do not turn off or unplug your equipment during
this time. Your modem’s “Power” and “Online” lights will
illuminate once yourequipment activation is complete.
Return to your computer and open a new browser to view
the TWC Registration page. Follow the prompts to complete
the registration steps, create your TWC ID and set up your
email account.
For additional support, please refer to the Troubleshooting
steps that begin on page 14 or call 1-855-704-4503 to speak
with Customer Support.
QUESTIONS? 1-855-704-4503 ^ twc.com/howto (search “Easy Connect”) | 5
Wireless modem installation and activation
COMPUTER
ELECTRICAL OUTLET
MODEM
WIFI
POWER CORD
3
IN
CABLE OUTLET
2A
1
COAXIAL CABLE
QUESTIONS? 1-855-704-4503 ^ twc.com/howto (search “Easy Connect”) | 6
To begin your wireless modem installation, locate the
following items from your Easy Connect Kit: your modem’s
power cord and one of two coaxial cables. If you will be
connecting your new modem to a cable outlet that is also
used for your TWC TV services, you will need the second
coaxial cable and the splitter from your Easy Connect Kit.
Please note that the TWC wireless modem is also a wireless
router when you subscribe to TWC Home WiFi.
Step 1 Connect coaxial cable to modem
Connect one end of the coaxial cable to the IN of your modem.
If your cable outlet is also used for your TWC TV services,
refer to the illustration shown in 2B. Disconnect the existing
coaxial cable from your wall outlet and replace it with one
end of the second coaxial cable from your kit. Connect the
free end of the coaxial cable to the IN on the splitter. Connect
the coaxial cable coming from your TV or TWC Set-Top Box
to one of two OUT ports on the splitter. Connect the coaxial
cable coming from your new modem to the remaining OUT
on the splitter.
2B Shared Outlet Installation
Step 2 Connect coaxial cable to outlet
If your cable outlet is not shared with another TWC service
like TWC TV, connect the free end of the coaxial cable
directly to your cable outlet as shown in 2A.
COAXIAL CABLE
OUT
STANDARD DVR, HD SET-TOP BOX OR DVR
INCOAX CABLE
CABLE OUTLET
CABLE OUTLET
MODEM
COAXIAL CABLE
MODEM
COMPUTER
MODEM
2A Direct Outlet Installation
COAXIAL CABLE
CABLE OUTLET
IN
MODEM
QUESTIONS? 1-855-704-4503 ^ twc.com/howto (search “Easy Connect”) | 7
Step 3 Connect modem to electrical outlet
Step 4 Identify modem HFC or RF MAC Address
Customer S/N: 012A34B56C78
POWER CORD
ELECTRICAL OUTLET
S/N: 12345DF6789G23H000000123
MODEM
HFC or RF MAC Address: 2A34B56C78DE
To connect your modem to an electrical outlet, locate the
device power cord included in your Easy Connect Kit. Plug
the corresponding end of the power cord into the port at the
back of your modem and the free end into your wall power
outlet or surge protector (not included).
Your modem’s “Online” light will be blinking to indicate you
are ready to set up your Home WiFi network (reference
“Modem Indicator Guide” on page 13).
USB CPE MAC ID: 01234567ASDFG
To begin the set up process for your Home network, you
will need to locate your modem’s HFC or RF MAC Address
at the back of your modem as shown in the graphic above.
Step 5 Identify modem’s network name and password
To identify your modem’s default network name (also
called SSID) and password (also called WPA Key), you will
need your modem’s HFC/RF MAC Address from Step 4.
Locate your modem manufacturer from both the Modem
SSID and WPA Key lists that follow. Combine your modem’s
MAC Address and the manufacturer’s default key as shown
to identify your modem’s unique default network name
(SSID) and password (WPA Key).
QUESTIONS? 1-855-704-4503 ^ twc.com/howto (search “Easy Connect”) | 8
Manufacturer default network names (SSID)
Manufacturer default password (WPA Key)
Arris
TG852GXX (the 2 X’s are the last 2 digits of the modem RF
MAC Address).
Example:
RF MAC Address: 0015E191714C
In this case, your SSID would be: TG852G4C
Arris
TG852GXXXXXX (the 6 X’s are the last 6 digits of the
modem RF MAC Address).
Example:
RF MAC Address: 0015E191714C
In this case, your WPA password would be: TG852G91714C
Ubee AWG 2.0
“WIFI” plus the last 6 characters of the Cable Modem (CM) MAC
Address. “-5G” is added when the 5GHz band is being used.
Examples:
2.4G radio with CM MAC Address 0071CC8E54C7
In this case, your SSID would be: WIFI8E54C7
5G radio with CM MAC Address 0071CC8E54C7
In this case, your SSID would be: WIFI8E54C7-5G
Ubee AWG 2.0
The WPA pre-shared key is 16 characters in length
Ubee D3
DDW3611XX (the 2 X’s are the last 2 digits of the modem
RF MAC Address).
Example:
RF MAC Address: 3C754A24DA02
In this case, your SSID would be: DDW361102
Motorola D3
SBG6580XX (the 2 X’s are the last 2 digits of the modem
HFC MAC ID).
Example:
HFC MAC ID: 3C754A24D02
In this case, your SSID would be: SBG658002
Example:
HFC MAC ID: 3C754A24DA02
In this case, your WPA password would be:
HP3WZ7IHXCT6D9QS
Ubee D3
DDW3611XXXXXX (the 6 X’s are the last 6 digits of the
modem RF MAC Address).
Example:
RF MAC Address: 3C754A24DA02
In this case, your WPA password would be: DDW361124DA02
Motorola D3
SBG6580XXXXXX (the 6 X’s are the last 6 digits of the
modem HFC MAC ID).
Example:
HFC MAC ID: 3C754A24DA02
In this case, your WPA password would be: SBG658024DA02
QUESTIONS? 1-855-704-4503 ^ twc.com/howto (search “Easy Connect”) | 9
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QUESTIONS? 1-877-309-5869 ^
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QUESTIONS? 1-855-704-4503 ^ twc.com/howto (search “Easy Connect”) | 10
Activation by phone
You may also activate your modem by calling our
automated phone system at 1-855-704-4503.
•You will be asked for the 10-digit phone number
associated with your services to verify and locate
your account.
•When prompted, say “Activate my Modem” and the
automated system will prompt you through your request.
The activation process may take up to 10 minutes to
complete. Do not turn off or unplug your equipment
during this time. Your modem’s “Power” and “Online”
lights will illuminate once your equipment activation
is complete. Return to your computer and open a new
browser to view the TWC Registration page. Follow the
prompts to complete the registration steps, create your
TWC ID and set up your email account. If you do not have
Internet access, please refer to the Troubleshooting steps
that begin on page 14 or call 1-855-704-4503 to speak with
Customer Support.
QUESTIONS? 1-855-704-4503 ^ twc.com/howto (search “Easy Connect”) | 11
4. On the administrator screen, update the SSID name
(network name) and the password (WPA Key).
Customize your wireless settings (optional)
Once you have successfully completed your Home WiFi
set up, you may want to customize your SSID and WPA
Key from the default name and password you used during
set up (Step 5). You will need to provide your Home WiFi
SSID and WPA Key to any device to share your Home WiFi
network. The instructions below will step you through
customizing these fields. Make note of your new SSID and
password for your future reference.
Remember to make note of your new SSID and WPA Key.
Both details will be needed for other wireless devices to
access your Home WiFi network and for you to manage
your Home WiFi network later.
First, locate your modem’s default username and password.
You will find this information in the manufacturer
instructions that came with your modem and at
twc.com/wifisettings.
NOTE: These defaults are separate from the network
defaults referenced in Step 5.
To log into your Home WiFi interface to change your SSID
and WPA Key:
1. Open your computer’s Internet browser.
2.Type 192.168.0.1 into the browser’s address bar and
click “Enter.”
3.When prompted, enter the default username and
password you identified.
QUESTIONS? 1-855-704-4503 ^ twc.com/howto (search “Easy Connect”) | 12
Modem indicator guide
Light
What Does It Mean?
Power
Steady green – the modem is on
Cable, Sync or Bloc Sync
Steady green – the modem is connected to the network
Flashing – this happens during initial synchronization
No light – this means no cable connection
(Call 1-855-704-4503 and say “Internet Technical Support”
to speak with a representative)
Test or Error
Normally off
Flashing – this happens during initial self-test or
software downloading
Steady light – indicates modem or network failure
Data or Activity
Some modems have a separate light (RD or
RX) that indicates when modem is receiving
data, as well as a light (TD, TX or SD) that
indicates when modem is transmitting data.
Steady green – the computer connection is working
No light – the computer is turned off or not connected
PC or Link
Some modems don’t have this light or
an equivalent.
Flashing or blinking – data is flowing through the modem
Power
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Phone 1
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QUESTIONS? 1-855-704-4503 ^ twc.com/howto (search “Easy Connect”) | 13
Troubleshooting
Automated Phone Support
Your cable modem should operate continuously without
maintenance. You can leave the modem on even when you
turn off your computer.
If you are unable to connect to the Internet, you may need to
reset your modem. Visit twc.com/account from any Internetaccessible computer or device:
•Log in using your TWC ID or select “Register for a TWC ID”
to complete the one-time registration process.
• Select the “My Account” tab.
• Scroll down to “Manage and Troubleshoot Services.”
•Select the “Troubleshooting” tab that follows the “Services”
and “Equipment” tabs.
•Select “Internet” from the drop down to display the
applicable equipment.
•You will be asked for the 10-digit phone number associated
with your services to verify and locate your account.
•When prompted, say “Activate my Modem” and the
automated system will prompt you through your request.
This process may take up to 10 minutes to complete. Do
not turn off or unplug your equipment during this time.
Your modem’s “Power” and “Online” lights will illuminate
once your equipment activation is complete. Return to your
computer and open a new browser. If prompted, complete
the registration steps that appear on TWC Registration page,
create your TWC ID and set up your email account. If you do
not have Internet access, please refer to the Troubleshooting
steps or call 1-855-704-4503 to speak with Customer Support.
Self-help tool
•Select “Activate/Connect Modem” from the list of
symptoms.
• Select the “Reset My Modem” button.
This process may take up to 10 minutes to complete. Do
not turn off or unplug your equipment during this time.
Your modem’s “Power” and “Online” lights will illuminate
once your equipment activation is complete. Return to your
computer and open a new browser. If prompted, complete
the registration steps that appear on TWC Registration page,
create your TWC ID and set up your email account.
14 | QUESTIONS? 1-855-704-4503 ^ twc.com/support
You may also reset your modem by calling our automated
phone system at 1-855-704-4503.
The TWC Self-help tool provides easy online access to How-to
videos and common troubleshooting steps 24/7. Access self-help
resources through twc.com/account or our MyTWC® mobile app
for iOS or Android. Select the “Register for a TWC ID” button that
appears on the login page to complete the one-time registration
process. Once you have successfully logged in:
• Select the “My Account” tab.
• Scroll to “Manage and Troubleshoot Services.”
• Select the “Troubleshooting” tab.
QUESTIONS? 1-855-704-4503 ^ twc.com/howto (search “Easy Connect”) | 14
•Select “Video, Internet or Phone” from the drop-down to
display the equipment you would like to troubleshoot.
• Select the symptom you are experiencing.
Check coaxial cable and Ethernet connections
If the connection on any of your cables becomes loose,
you will not be able to send or receive data. Make sure all
connections are secure.
Confirm the cable signal is active
If you have cable TV service, confirm that you are receiving
a signal and that the channels are clear.
Power cycle your modem
Turn off your computer and unplug the power cord to your
modem. Wait 45 seconds, and plug it back in. When the lights
on your modem are solid, reboot your computer.
Speed test
Visit twc.com/speedtest and follow the instructions on the
site to verify your Internet speeds.
Additional support
TWC provides connection support over the phone free
of charge by calling our Customer Support number at
1-855-704-4503. Service appointments following your
Easy Connect order may be charged a nominal fee if the
resolution is related to an incomplete or incorrect Easy
Connect equipment installation. If you have any questions
during the installation process, browse our How-to video
library at twc.com/howto and search “Easy Connect,” reach
us at twc.com/support using the “Contact Us” button or give
us a call at 1-855-704-4503.
Managing your account
Register for a TWC ID
A TWC ID gives you online access to manage your account
and pay your bill. A TWC ID also gives you the freedom to
watch TV online using your favorite devices and our MyTWC®
mobile app for iOS or Android. Visit twc.com, from the My
Account menu, select the “Register for a TWC ID” option to
complete the one-time registration process.
Equipment returns
If you’re replacing a modem and need to return it,
here’s how to get it back to us:
1.Pack the equipment you are returning into the
same box that contained your new equipment.
2.Place the enclosed return shipping label over
the original shipping label.
3.Drop off the package at your nearest shipping
location or return the equipment to your local
TWC Store.
Visit twc.com/stores to find a location near you.
QUESTIONS? 1-855-704-4503 ^ twc.com/howto (search “Easy Connect”) | 15
Thank you for choosing Time Warner Cable.
Customer Support: 1-855-704-4503 ^ twc.com/support ^ twc.com/howto
©2015 Time Warner Cable Enterprises, LLC. All Rights Reserved.
Time Warner Cable and the eye/ear logo are trademarks of Time Warner Inc., used under license.
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