HP1401 C Easy Connect Guide_R1.indd

HP1401 C Easy Connect Guide_R1.indd
Easy Connect Guide
1
Phone installation
Connect modem to cable outlet
PHONE
Cable outlet
MODEM
COAX CABLE
PHONE WIRE
Electrical outlet
Plug the coax cable that you disconnected
from your old modem to the back of your new
modem. Tighten all fittings securely by hand.
3
MODEM
TEL 1
ETHERNET CABLE
POWER CORD
2
ETHERNET CABLE
Ethernet
(optional step)
COMPUTER
1
MODEM
MODEM
COMPUTER
Optional step: Plug one end of the Ethernet
cable into its respective port on the back of the
modem, and the other end into your computer
or router.
rf
COAX CABLE
Cable outlet
COMPUTER
4 When everything is properly connected, the following
2
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.
Connect modem to electrical outlet
ELECTRICAL outlet
Once the lights are solid, pick up your handset. You should
hear a dial tone.
MODEM
POWER CORD
Lights vary by modem model. On some models, Power, Receive, Send, Cable, and Line 1 should be lit.
Connect the power cord into the POWER
connector on the back of the modem. Then plug
the power cord into a standard electrical outlet.
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.
3
6 Check to make sure your Internet service is still working.
If not, please use another phone to call Customer Care
at 643-2100.
Troubleshooting
Your modem should operate continuously without maintenance.
To ensure phone service, you must leave it on even when your
computer is off.
Connect modem to phone
TEL 1
PHONE
PHONE
MODEM
5 Call 206-9063 for Connectivity Test of your phone service.
If you experience problems, try the following before contacting
Customer Care:
PHONE WIRE
Check the coax cable at the 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
wire to the back of the modem in the TEL 1 or
TEL 1/2 Port.
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 cable to the modem.
Charge your phone
Charge your phone for 24 hours before placing or receiving calls.
2/2014
Easy Connect Guide
Troubleshooting (continued)
Re-boot the modem
If you are accidentally plugged into the Tel 2 Port on the
back of the modem, you will not be able to make calls.
Unplug the modem and remove the battery if you have
one. Wait a minute, and then plug the modem back in.
Replace the battery. Or, use a paper clip to push the Reset
button in the back near the Ethernet port.
Check your Ethernet connection
If Call Waiting or Caller ID doesn’t work
If this cable is loose or incorrectly installed, your Internet
will not function properly.
Check your phone booklet instructions. If that doesn’t
help, call 611 to connect directly to our support hotline.
Make sure your phone wire is connected to the Tel 1 Port
Light and indication
Power
Cable
Test
Light
“Power” and “Downstream” are the only two lights on
What Does It Mean?
DOWNSTREAM LIGHT
UPSTREAM LIGHT
Data
This is probably a wiring issue. Call Customer Care.
Link
Phone 1
Blinking “Downstream” and “Upstream” lights
Push the Standby button on the modem.
All lights are on except “Telephone 1” and “Telephone 2”
There may be something wrong with your service.
Call Customer Care.
Phone 2
Battery
FAQs
How do I use my Voicemail?
Voicemail instructions were included in your Connection
Kit. If you didn’t receive a Connection Kit, please call 611
from your device or visit twc.com/welcome, and we will
walk you through activation (and send you a kit for
future reference).
Why isn’t my Voicemail working?
Did you sign up for Voicemail? This is an extra feature,
which we offer at $3.95/month. If you’re unsure, call 611
from your device.
How will my information appear in the phone book?
If you kept your current phone number, your
information will appear as it did with your previous
provider. If you have a new telephone number, your
listing will appear as it does on your Oceanic
Time Warner Cable bill.
Will I still receive a phone book even though I’ve
changed phone service providers?
Yes, you will.
How do I answer Call Waiting?
When you hear the Call Waiting “beep”, press the
FLASH button.
I completed my self-installation and get a dial tone
on the phones connected directly to the phone modem,
but I can’t get a dial tone when I connect a phone into
my existing wall jack. Is there something wrong with my
service?
Not at all. We’ve simplified the process so that you don’t
need to touch your internal phone wires. The phone
jack connects directly to your phone modem, so it is not
connected to the phone wiring that supports the phone
outlets throughout your home.
Can I be online and on the phone at the same time?
Yes, you can.
Where can I access features like Voicemail to Email?
Go to myservices.timewarnercable.com then to the
VoiceZone™ section under My Account.
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.
Where are international rates posted?
Please go to twc.com/phone and remember, if you’re
subscribed to our Nationwide Home Phone plan, all
50 states plus Canada and Puerto Rico are included in
your low monthly rate. You can save on calls to more
than 100 countries with our International OnePrice®
calling plan.
Does Call Forwarding work with all phones?
Yes, your Call Forwarding feature should work with
both landlines and mobile phones.
2/2014
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