C I1597 Easy Connect w-MAXX_20pg_R3.indd

C I1597 Easy Connect w-MAXX_20pg_R3.indd
Oceanic Time Warner Cable Internet
Easy
Connect
Guide
New Modem Installation - See page 2
Replacement Modem Installation - See page 9
Enjoy surfing at your own speed. Super fast.
Instant access anytime you feel like connecting.
Experience smooth, fast Internet. Oceanic 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 while connecting
your equipment, visit us at twc.com/easy connect for more self-help information. To activate
equipment once installed, call 1-877-309-5869.
Included in your Easy Connect Kit:
G
EASY CONNECT
GUIDE
Cable
MODEM
POWER
CoRD
coaxial
JUMPER (2)
ENHANCED ethernet
CABLE (CAT5E)
SPLITTER
return shipping
label
Contents
Pages 2-5
Pages 6-8
Pages 9-11
Pages 12-13
Page 14
Pages 15-16
Page 17
Connect
wired
modem
Connect
wireless
modem
Connect
replacement
modem
Home WiFi
network
setup
Modem
indicator
guide
Troubleshooting
Manage
your
account
How to connect your new modem
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Connect wired modem
COMPUTER
Electrical outlet
MODEM
3
ENHANCED ETHERNET
CABLE (CAT5E)
POWER CORD
4
IN
Cable outlet
1
2A
COAXial CABLE
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Before connecting your modem, take a moment to
determine which pages of this instruction guide are
relevant to your new wired or wireless modem.
Also, before you begin the installation process, be sure
to save work on your computer and shut down all open
programs, and ensure power is off to all components until
the installation is complete.
To connect your wired modem, locate the following items
from your Easy Connect Kit: your modem’s power cord, the
Enhanced Ethernet cable (CAT5e) 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.
Step 1 Connect coaxial cable to modem
Connect one end of the coaxial cable to the IN of your modem.
Step 2 Connect coaxial cable to outlet
If your cable outlet is not shared with another Oceanic
TWC service like TV, connect the free end of the coaxial
cable directly to your cable outlet as shown in 2A.
2A Direct Outlet Connection
COAXial CABLE
Cable outlet
IN
MODEM
If your cable outlet is also used for your Oceanic 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 Oceanic 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 Connection
COAXial CABLE
OUT
Standard DVR, HD Set-Top Box or DVR
INCOAX CABLE
Cable outlet
cable outlet
MODEM
COAXial CABLE
MODEM
COMPUTER
MODEM
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Step 4 Connect modem to electrical outlet
Step 3 Connect modem to computer
ENHANCED ETHERNET
CABLE (CAT5E)
MODEM
POWER CORD
COMPUTER
To connect your modem to your computer, locate the
Enhanced Ethernet cable (CAT5e) included in your Easy
Connect Kit. Plug one end of the CAT5e cord into the
Ethernet port at the back of your modem. Plug the free
end of the CAT5e cord to the Ethernet port at the back of
your computer.
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.
Electrical outlet
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).
After approximately 2-5 minutes, your modem’s “Online”
light will be solid to indicate it is ready. Turn on your
computer and launch your web browser to connect to
the Internet.
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Connect wireless modem
COMPUTER
Electrical outlet
MODEM
WiFi
POWER CORD
3
IN
Cable outlet
1
2A
COAXial CABLE
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To connect your wireless modem, 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 Oceanic TWC TV services, you will need
the second coaxial cable and the splitter from your Easy
Connect Kit. Please note that the Oceanic TWC wireless
modem is also a wireless router when you subscribe to
Oceanic TWC Home WiFi.
Step 1 Connect coaxial cable to modem
If your cable outlet is also used for your Oceanic 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
Oceanic 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 Connection
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 Oceanic
TWC service like Oceanic TWC 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
2A Direct Outlet Connection
COAXial CABLE
Cable outlet
IN
MODEM
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Step 3 Connect modem to electrical outlet
POWER CORD
Electrical outlet
MODEM
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 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).
After approximately 2-5 minutes, your modem’s “Online”
light will be solid to indicate it is ready.
PLEASE PROCEED TO “HOME WIFI NETWORK SETUP.”
Turn to page 12.
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How to connect your replacement modem
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Connect modem or
wireless modem
Step 1 Disconnect existing modem
INSTALLATION FOR REPLACEMENT MODEMS
ElECTRICal OUTlET
COMPUTER
From the back of your existing modem, disconnect the coaxial
cable and Ethernet cable (wireless modem users will not have
Ethernet cable connected). Unplug the modem from the
electrical outlet.
MODEM
ENHaNCED
ETHERNET CablE
(CaT5e)
Step 2 Connect your new modem
COMPUTER
MODEM
POWER CORD
IN
CablE OUTlET
CablE OUTlET
COaxIal CablE
ENHaNCED
ETHERNET
CablE (CaT5e)
IN
before connecting your new modem to power, connect the
coaxial cable from the cable wall outlet to the IN port of your
new modem.
COaxIal CablE
Wired and wireless modems will follow the same steps
to complete the modem swap successfully. If you are
connecting a wireless modem, the Ethernet cable can
be disconnected once the activation step is complete.
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Connect your computer to your new modem using the
Enhanced Ethernet cable (CaT5e) provided in your kit.
The Enhanced Ethernet cable (CaT5e) will ensure optimal
performance for 100Mbps or higher service tiers.
Please ensure both wired and wireless modems connect to
Ethernet to ensure a successful modem swap.
Step 3 Connect modem to electrical outlet
MODEM
Optional Connect modem to phone, if applicable
TEL 1
MODEM
PHONE
ELECTRICAL outlet
power cord
PHONE WIRE
NOTE: The power cord should not be plugged into an electrical outlet that can be
turned on/off with a light switch.
Plug one end of the power cord into the back of the modem
and the other end into an electrical outlet, or a surge
protector (not included).
Activate modem for service
Now that you have successfully connected your new
modem, it will need to be activated to receive services.
Activate your modem by phone at 1-877-309-5869 using
the 10-digit phone number on your account. Say “Yes” when
prompted by the automated phone system and it will guide
you through our simple activation process.
PHONE
If you are replacing a modem that will also provide your
Oceanic TWC Home Phone service, please reconnect your
Oceanic Home Phone to your new modem now, as shown
on the right, removing the gray telephone wire from the
back of the existing modem and plugging it into Line 1 (1/2)
of your new modem. If you are not a Oceanic Home Phone
subscriber, you may skip this step.
If everything is properly connected, the lights on the
front of the modem will flash while the connection is
being established.
Oceanic TWC Home Phone subscribers should ensure the
“Tel1” light is on, then pick up your home phone and listen
for a dial tone.
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Home WiFi network setup
Step 1 Access modem’s web interface
To begin the set up process for your Home network,
type 192.168.0.1 into your browser window’s address
bar and “Enter”.
Step 2 Log in to the web interface
Enter the User Name and Password that is listed for your
modem in the chart below and at twc.com/wifisettings.
Modem
Default
user name
Default
password
Arris 860A
Arris 862G
Arris DG1670/TG1672
Arris TG862G
Motorola 6580
Technicolor TC8715/TC8717
Ubee DDW365
Ubee DDW3611
Ubee DVW3201B
Ubee U10C022
Ubee DDW36C/DDW32CB
admin
admin
admin
admin
admin
admin
user
user
user
user
admin
password
password
password
password
motorola
password
user
user
user
user
*see bottom
of device
Default User Names and Passwords for most modems.
Tip: You can find your modem model on the sticker located
on the back of your modem.
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*A unique 12-digit password is located at the bottom of this device.
Step 3 Connect to Home WiFi network
Once you have successfully logged into the web interface,
select the Wireless Tab to view the current settings. Your
Network Name is located in the Network Name (SSID) field.
Your password is located in the WPA Pre-Shared Key field.
To confirm your Home WiFi setup is complete, connect to
your Home WiFi network from any wireless device. From
the general settings menu of your wireless device, select
your Home WiFi network, enter your password and select
“Connect”.
Network name
Password
Your network name and password will be needed for any
wireless device to access to your Home WiFi network.
Take a moment to record it or customize it to something
you prefer.
To customize your settings, enter your preferred network
name and password into the “Network Name” and “WPA”
fields of the WiFi settings window.
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Modem indicator guide
Light
What Does It Mean?
Power
Steady green – the modem is on
Online
Steady green – the modem is connected to the network
Flashing – this happens during initial synchronization
No light – this means no cable connection
(Call 1-877-309-5869 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 (DS)
that indicates when modem is receiving data,
as well as a light (US) that indicates when
modem is transmitting data.
Flashing or 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
*All lights are on except “Phone 1” and
“Phone 2”
There may be something wrong with your service. Call
Customer Care.
*If phone service is also part of your Oceanic TWC services
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Power
Cable
Test
Data
Link
Phone 1
Phone 2
Battery
Troubleshooting
Your cable modem should operate continuously without
maintenance, and you can leave the modem on even when
you turn off your computer. If you experience problems,
the following are three steps you should go through before
contacting Customer Care.
Self-help tool
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/easyconnect
or our MyTWC® mobile app for iOS or Android.
From the “My Account” menu, log in with your TWC ID or
select the “Register for a TWC ID” button to complete the
one-time registration process. Once you have successfully
logged in:
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. If
the above steps do not resolve your issue, please call
643-2100 or visit twc.com/support.
• Scroll to “Manage and Troubleshoot Services.”
• Select the “Troubleshooting” tab.
•Select “Internet” from the drop-down to display the
equipment you would like to troubleshoot.
• Select the symptom you are experiencing.
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Troubleshooting
Speed test
In order to conduct a speed test, to verify the upload
and download speeds you are actually receiving,
please visit oceanic.com/internet/speedtest/ and
follow the instructions on the site.
Additional support
Do you have access to www.oceanic.com but need help
with your email? Oceanic Time Warner Cable Internet
users can call 643-2100. When prompted, state that
you are calling for: email help.
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 connection.
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Manage 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/easyconnect, from the “My Account” menu,
select the “Register for a TWC ID” option to complete
the one-time registration process.
Equipment returns
Once your new/replacement modem is activated, your
old modem will no longer work, so please return it at our
expense, using the enclosed shipping label.
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.
Internet account setup
Now that your Internet connection has been established
and you’ve activated your modem, you’re ready to start
surfing. Visit www.twcc.com for access to Web Mail, News,
Stocks, TV Listings, and more.
Email account setup
You will first need the pre-assigned Master email address
and password. Then, find instructions to Create New Sub
User at twcc.com. Click the Support link. Click Internet >.
Click Email Setup. Click TWC Mail Step by Step. Click
Manage TWC Mail. Click Create a new sub user.
Email access
Go online to mail.twc.com. Sign in with your email address
and password. If you prefer to check your email through
another email client, such as Outlook, refer to twcc.com.
Click the Support link. Click Internet >. Click Email Setup.
Click TWC Mail Step by Step. Click Email Client Setup.
3.Go to usps.com to schedule next day pickup of your
resealed box or drop off at the Post Office. You can find
the nearest post office location at usps.com.
4.Or return the equipment to a Customer Care Center near
you. Visit oceanic.com/help-and-support/customercare-centers/ to find your nearest location.
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Mahalo for choosing Oceanic Time Warner Cable.
For Activation 1-877-309-5869 ^ For Customer Care 643-2100
©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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