C HP1510 EZC Phone_8.5x5.5_12pg.indd

C HP1510 EZC Phone_8.5x5.5_12pg.indd
Oceanic Time Warner Cable TWC Phone
Easy
Connect
Guide
New Modem Installation - See page 3
Replacement Modem Installation - See page 5
Better conversations begin with better TWC Phone.
Enjoy unlimited calling and unlimited control.
You’re about to experience total freedom and connect with your world like never before.
TWC Phone 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 1-877-309-5869. We will be happy to help. Mahalo for
choosing Oceanic Time Warner Cable.
Included in your kit:
G
EASY CONNECT
GUIDE
CABLE
MODEM
POWER
CORD
COAXIAL
JUMPER (3)
ENHANCED ETHERNET
JUMPER (CAT5E)
PHONE
JUMPER
SPLITTER
RETURN
SHIPPING LABEL
Contents
Pages 3-4
Pages 5-6
Pages 7-8
Page 9
Page 10
New modem installation
Replacement modem
installation
Troubleshooting
Activating Voicemail
FAQs
Phone installation
PHONE
Before you begin the installation process, be sure to save
work on any connected computer, shut down all open
programs, and ensure power is off to all components until
the installation is complete.
Use 1A, “single outlet installation,” if your cable outlet
is connected only to your modem. Use 1B, “split outlet
installation,” if your cable outlet is shared with another
device (i.e., a Set-Top Box, another cable modem or a TV).
Connect HD Set-Top Box/HD DVR to cable outlet
PHONE JUMPER
ELECTRICAL OUTLET
1A Single outlet installation
3
MODEM
COAXIAL JUMPER
MODEM
CABLE OUTLET
TEL 1
ETHERNET JUMPER
(CAT5E)
POWER CORD
2
ETHERNET
1
Connect modem to cable outlet. Plug the coaxial jumper
that you disconnected from your old modem into the back
of your new modem. Tighten all fittings securely by hand.
Optional step: Connect your computer into your new
modem using the Ethernet jumper (CAT5e) provided in
your kit. Plug the cord into the corresponding port on the
back of the modem and your computer or router.
(optional step)
RF
COAXIAL
JUMPER
CABLE OUTLET
COMPUTER
4
QUESTIONS?
643-2100 ^ twc.com/howto
(search
“Easy Connect”)
3 | TO
ACTIVATE 1-877-309-5869
^ FOR QUESTIONS
643-2100
1B
Split outlet installation
3
Connect modem to phone
STANDARD DVR, HD SET-TOP BOX
OR DVR
TEL 1
PHONE JUMPER
OUT
IN
PHONE
COAXIAL
JUMPER
CABLE OUTLET
MODEM
MODEM
COMPUTER
Connect modem to a shared (split) outlet. Connect one of
the coaxial jumpers included in your kit to the port on the
splitter labeled IN and the other end to the cable outlet on the
wall. Connect one end of the other coaxial jumper included
in your kit to the second port on the splitter labeled OUT and
the other end to the IN port on the modem.
2
Connect modem to electrical outlet
Following the directions included with the phone, connect
the phone jumper to the base station of your phone. Connect
the other end of the phone jumper to the back of the modem
in the TEL 1 OR TEL 1/2 PORT.
4
Verify phone service
When everything is properly connected, the following
lights will be lit: Power, US, DS and Phone 1. If the Internet is
connected to the same device, the following lights will be lit:
Power, US, DS, Online, Phone 1 and the Link light will blink.
Once the lights are solid, pick up your handset. You should
hear a dial tone.
Lights vary by modem model. On some models, Power, Receive, Send, Cable, and
Line 1 should be lit.
POWER CORD
ELECTRICAL OUTLET
PHONE
MODEM
MODEM
Call 206-9063 for Connectivity Test of your phone service.
Connect the power cord into the POWER connector on
the back of the modem. Then plug the power cord into a
standard electrical outlet.
Check to make sure your Internet service is still working. If
not, please use another phone to call Customer Care
at 1-877-309-5869.
NOTE: The power cord should be plugged into a wall outlet
and not an electrical outlet that can be turned on/off with a
light switch.
Please visit the Troubleshooting section of this guide if you
have any questions or are experiencing any issues with
connecting your TWC Phone service.
4 | QUESTIONS? 643-2100 ^ twc.com/howto (search “Easy Connect”)
TO ACTIVATE 1-877-309-5869 ^ FOR QUESTIONS 643-2100 | 4
How to connect your
replacement modem
INSTALLATION FOR REPLACEMENT MODEMS
Connect HD Set-Top Box/HD DVR to cable outlet
Step 1 Disconnect existing modem
PHONE
Use 1A, “single outlet installation,” if your cable outlet
is connected only to your modem. Use 1B, “split outlet
installation,” if your cable outlet is shared with another device
(i.e., a Set-Top Box, another cable modem or a TV).
PHONE JUMPER
ELECTRICAL OUTLET
From the back of your existing modem, disconnect the coaxial
jumper and Ethernet jumper (CAT5e) (wireless modem users
will not have Ethernet jumper connected). Unplug the modem
from the electrical outlet.
Connect HD Set-Top Box/HD DVR to cable outlet
1A Single outlet installation
3
MODEM
COAXIAL JUMPER
TEL 1
MODEM
TEL 2*
ETHERNET JUMPER
(CAT5E)
POWER CORD
2
ETHERNET
1
Connect modem to cable outlet. Plug the coaxial jumper
that you disconnected from your old modem into the back of
your replacement modem. Tighten all fittings securely
by hand.
(optional step)
RF
COAXIAL
CABLE
CABLE OUTLET
CABLE OUTLET
COMPUTER
*use only if you have a second phone line
5 | TO
ACTIVATE 1-877-309-5869
^ FOR QUESTIONS
643-2100
6
QUESTIONS?
643-2100 ^ twc.com/howto
(search
“Easy Connect”)
1B
Split outlet installation
STANDARD DVR, HD SET-TOP BOX
OR DVR
NOTE: The power cord should be plugged into a wall outlet
and not an electrical outlet that can be turned on/off with a
light switch.
Step 3 Connect modem to phone
OUT
IN
TEL 1 TEL 2*
COAXIAL
JUMPER
CABLE OUTLET
MODEM
PHONE JUMPER
MODEM
COMPUTER
Connect modem to a shared (split) outlet. Connect one of the
coaxial jumpers included in your kit to the port on the splitter
labeled IN and the other end to the cable outlet on the wall.
Connect one end of the other coaxial jumper included in your kit
to the second port on the splitter labeled OUT and the other end
to the IN port on the modem.
Connect your computer into your new modem using the
Ethernet jumper (CAT5e) provided in your kit. Plug the cord
into the corresponding port on the back of the modem and
your computer or router.
Step 2 Connect modem to electrical outlet
MODEM
Following the directions included with the phone, connect the
phone wire to the base station of your phone. Connect the other
end of the phone jumper to the back of the modem in the TEL 1
OR TEL 1/2 PORT.
Step 4 Verify phone service
When everything is properly connected, the following lights
will be lit: Power, US, DS and Phone 1. If the Internet is connected
to the same device, the following lights will be lit: Power, US, DS,
Online, Phone 1 and the Link light will blink.
Once the lights are solid, pick up your handset. You should hear
a dial tone.
Lights vary by modem model. On some models, Power, Receive, Send, Cable,
and Line 1 should be lit.
POWER CORD
ELECTRICAL OUTLET
PHONE
*use only if you have a second phone line
MODEM
Connect the power cord into the POWER connector on
the back of the modem. Then plug the power cord into a
standard electrical outlet.
4 | QUESTIONS? 643-2100 ^ twc.com/howto (search “Easy Connect”)
Call 206-9063 for Connectivity Test of your phone service.
Check to make sure your Internet service is still working.
If not, please use another phone to call Customer Care
at 1-877-309-5869.
TO ACTIVATE 1-877-309-5869 ^ FOR QUESTIONS 643-2100 | 6
Troubleshooting
To ensure phone service, you must leave your modem
on. Your modem should operate continuously without
maintenance. To ensure phone service, you must leave it on
even when your computer is off.
Self-help tool
The TWC Self-help tool provides easy access to how-to
videos and common troubleshooting steps online 24/7.
You can access self-help resources through
twc.com/account. Select the “Register for a TWC ID”
button that appears on the sign in page to complete the
one-time registration process. Once you have successfully
signed in:
•
S croll to “Manage and Troubleshoot Services.”
•
S elect the “Troubleshoot” tab.
•
S elect “TV, Internet or Phone” from the drop-down to
display the equipment you would like to troubleshoot.
•
S elect the symptom you are experiencing.
You can also access self-help resources through the
MyTWC® mobile app (iOS or Android).
Check the coaxial jumper at the modem
If the connection is loose, you will not be able to make calls
or access the Internet. Secure all connections tightly. Make
sure you have connected the proper jumper to the modem.
Charge your phone
Charge your phone for 24 hours before placing
or receiving calls.
Make sure your phone jumper is connected to the
TEL 1 Port
If you are accidentally plugged into the TEL 2 Port
on the back of the modem, you will not be able to
make calls.
Check your Ethernet connection
If your Ethernet jumper (CAT5e) is loose or installed
incorrectly, your Internet will not function properly.
Reboot the modem
Unplug the modem. Wait a minute, and then plug the
modem back in. Or, use a paper clip to push the Reset
button in the back near the Ethernet port.
If Call Waiting or Caller ID doesn’t work
Your phone’s manufacturer instruction guide will provide
Call Waiting and Caller ID information. You can also dial 611
to reach our support hotline.
Manage your phone features
You can review and change your phone features online
24/7. Visit twc.com/account through the “My Phone” tab.
Select the “Register for a TWC ID” button that appears
on the sign in page to complete the one-time
registration process.
You can also access phone features through the MyTWC®
mobile app (iOS or Android).
8
QUESTIONS?
643-2100 ^ twc.com/howto
(search
“Easy Connect”)
7 | TO
ACTIVATE 1-877-309-5869
^ FOR QUESTIONS
643-2100
If you are experiencing any of the following symptoms,
please contact Customer Care:
•
You do not have a dial tone and Internet service is not
working on the computer connected to your modem.
•You are able to make calls but not receive them.
•Your phone does not have a dial tone.
•You receive a fast busy signal when you pick up your
phone handset.
•You are unable to place long distance calls.
•Your incoming phone number shows up when you want
it set to “Private.”
•You hear static or an echo when you talk.
•You are unable to place phone calls to specific phone
numbers or area codes.
Additional support
Contact us online at twc.com/support through the
“Contact Us” button using your TWC ID. TWC also provides
connection support over the phone free of charge by
calling our Customer Care number at 1-877-309-5869.
Appointment requests within 14 days following your Easy
Connect order may be charged a nominal fee if the solution
is related to an incomplete or incorrect Easy Connect
equipment installation.
Power
Cable
Test
Light and indication
DOWNSTREAM LIGHT
UPSTREAM LIGHT
Data
Light
What Does It Mean?
“Power” and “Downstream” are
the only two lights on
This is probably a wiring issue.
Call Customer Care
Blinking “Downstream” and
“Upstream” lights
Push the STANDBY or RESET button
on the modem
All lights are on except
“Phone 1” and “Phone 2”
There may be something wrong with
your service. Call Customer Care
Link
Phone 1
Phone 2
Battery
TO ACTIVATE 1-877-309-5869 ^ FOR QUESTIONS 643-2100 | 8
Activating Voicemail
5.Click the Activate Voicemail Now button.
1. Go to twc.com/account.
2. Register for My Account. Make sure you have your
Oceanic Time Warner Cable account number and
Customer Code handy. Both are on your current
billing statement.
3.Sign in and click the My Home Phone tab and Manage
My Settings (if applicable).
6.A window will appear explaining that Voicemail service
is now active and providing a button to access
Voicemail Instructions.
4.Click the Voicemail tab.
If you do not have Internet access, dial 611 for
Customer Care.
10
QUESTIONS?
643-2100 ^ twc.com/howto
(search
“Easy Connect”)
9 | | TO
ACTIVATE 1-877-309-5869
^ FOR QUESTIONS
643-2100
FAQs
Equipment returns
Can I be online and on the phone at the same time?
Yes, you can.
If you’re replacing a modem and need to return it,
here’s how to get it back to us:
Where can I access features like Voicemail to Email?
Sign in at twc.com/account and click on My Home Phone >.
1.Pack the equipment you are returning into the
same box that contained your new equipment.
Why can’t my friends and family reach me?
If you carried over your landline phone number from your
previous carrier, it may take up to 2 business days before
certain phone numbers can reach you. If the issue persists
after 2 business days, please ask your caller to identify
what they hear when they try calling you. Is it a fast busy
signal? Is it a particular recording? If so, please ask them
to write it down exactly. Then call 611 and report the issue
to one of our Customer Care representatives.
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 nearest
Oceanic location.
Visit oceanic.com/care-centers to find a location near you.
Where are international rates posted?
Please go to twc.com/phone and remember, if you’re
subscribed to our TWC Phone plan, all 50 states plus
Canada, Mexico, China, Puerto Rico, the European Union
and several other destinations are included in your low
monthly rate. You can save on calls to other international
destinations with our International OnePrice® or Global
Penny Phone Plan.
TO ACTIVATE 1-877-309-5869 ^ FOR QUESTIONS 643-2100 | 10
Mahalo for choosing Oceanic Time Warner Cable.
For Activation 1-877-309-5869 ^ For Customer Care 643-2100 ^ 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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