Q & A


Where is the best location for my Cable Modem Gateway?

  • Place your Cable Modem Gateway near an AC power outlet
  • Position your Cable Modem Gateway so that is it located near an existing cable input connection to eliminate the need for an additional cable outlet
  • There should be plenty of room to guide the Cable away from the Gateway without straining or crimping it
  • If your are planning to connect your Cable Modem Gateway to your home telephone wiring for home networking to other devices, choose a location close to the telephone jack.
  • If you are planning to use the Cable Modem Gateway for wireless devices, consider the line of sight distances between the cable modem gateway and the wireless devices. The distance from the Cable Modem Gateway to the wireless devices should not exceed 100 feet
  • Choose a location that protects the Modem from accidental disturbance or harm
  • Air flow around the Cable Modem Gateway should not be restricted

My Cable Modem Gateway does not register an Ethernet Connection

  • Even new devices do not always have Ethernet capabilities. Verify that your device has a 10/100 Base T Ethernet card and that the Ethernet driver software is properly installed. If you purchase and install an Ethernet card , follow the instructions very carefully

What if I don’t subscribe to Cable TV?

  • If Cable TV is available in your area, data service may be made available with or without subscribing to Cable TV service. Contact your cable service provider for complete information on cable services, including high speed internet access.

If the Modem does not register Ethernet Connection?

  • Verify that your computer has a 10/100/base T Ethernet card and that the Ethernet driver software is properly installed. If you purchase and install an Ethernet card, follow the installations instructions very carefully.
  • Verify the status of the front panel status indicator lights. The Modem does not register an Ethernet connection after connecting to a hub. The link Led of the hub illuminate continuously.

If the Modem does not register a Cable Connection

  • The Modem works with a 75 Ω RF coaxial cable. If you are using a different cable, your cable modem will not function properly. Contact your cable service provider to determine whether you are using a correct cable.

DOCSIS 2 vs DOCSIS 3 difference?

  • The main difference between DOCSIS 2 and DOCSIS 3 standard cable modems is that DOCSIS 3 allows for a much higher maximum throughput. DOCSIS 3.0 achieves that by using multi channel bonding (using multiple channels simultaneously for download/upload) while DOCSIS 2 modems do not. A DOCSIS 3 modem with 24 bonded channels, for example would provide 24 times the bandwidth of a DOCSIS 2 modem.

Do you need a Cable Television to use a Cable Modem?

  • No normally the Cable TV service is billed separately from the Cable Modem service. Obviously you still need to be in a serviceable area and the cable run to your location. The cable companies usually need to turn on some basic cable TV Service in order to get your cable modem running; however the TV portion is often blocked by filters on the line.

Can I Send and Receive Fax using a Cable Modem?

  • No, the Cable Modem itself will not transmit and receive faxes like an analog telephone. However, if you sign up for a service like jfax.com or efax.com, you can receive and transmit faxes as email (for free or a minimal fee)

What other hardware do I need to connect a Cable Modem?

  • Depending on the model/brand, Cable Modems normally have a 100Mbit/s Ethernet and or USB connections. Generally, Ethernet is more reliable than USB however it might require a network card installed in your PC, if it does not already have one built-in.

Can a Cable Modem communicate directly to another Cable Modem?

  • No all Cable Modems can only receive from and send signals to the CMTS, but not directly to another Cable Modem on Network.

How do Cable Operators allow signals to flow in both directions?

  • Cable operators assign a spectrum of signal frequencies to the cable network. One spectrum is used for the signals that move from the head towards the cable subscriber, and another spectrum of signal frequencies are used for the signals that move from the cable subscriber towards the head end . By replacing existing one way amplifiers with two way amplifiers cable operators are able to separate the upstream and downstream signals and amplify each direction separately in the right frequency range.

What is the main difference between upstream and downstream signals?

  • Downstream from the head end are broadcast to all Cable Modem subscribers on the same network. Each Cable Modem filters out the signal it needs from the stream of signals. In the upstream direction every Cable Modem is trying to place a different signal onto the network that will eventually share the same piece of transmission spectrum.

Does a Cable Modem have an IP address assigned to it?

  • DOCSIS modems have an IP address for management. This is normally only accessible from the cable side through SNMP.Some modems have non routable LAN Side IP address that can be used for diagnostic and configuration through HTTP or Telnet.

Home Entertainment

Error MessagePossible causesWhat to do
No or bad SignalThe Satellite is not pointing at the satelliteAdjust the alignment
Signal is too weakIncrease the LNB voltage or connect a signal amplifier
Problem with LNBChange the LNB
Wrong antenna settingSet the antenna correctly
No or Bad Signal [Cable]The cable is not connectedMake sure the cable is connected correctly
The cable may be damaged or defectiveExchange the cable
The channel is not broadcastingExchange the cable
No or Bad Signal [Terrestrial]The aerial is not pointing properly.Adjust aerial. Check the cable from the aerial. If you cannot resolve the problem, you may need to have your aerial and installation tested by a
The channel is scrambled or not available.The channel has a signal, but no audio or video.Confirm if the channel is currently on air.
The channel has been deleted by the broadcasting company.Check if the channel is currently on air
The channel is for data broadcasting.Remove the channel from the channel list and check for new transponder details.
The audio is not available.The channel has a video signal, but no audio.Press the audio button to confirm that the channel has audio options.
No accessNo accessMake sure you are subscribed to the channel.
No authorization.If the product has been turned off for a long time (standby or power off), please wait for authorization. It may take up to 60 minutes.

IPad/iPhone Troubleshooting

ProblemPossible causeWhat to do
WiFi not connected.Go to WiFi set up in the System Menu. When connected the WiFi icon will appear in the top left corner of your iPad.
Connection to Digital Box failed.Your Digital Box is either: In Standby or Needs to be connected to your local networkTo pair the App with the  Digital Box you will need to connect the Digital Box to your local network using an Ethernet cable.

WiFi Troubleshooting

ProblemPossible causeWhat to do
Low signal.Your Digital Box is either too far from your WiFi router, or walls or metal objects between the Digital Box and router is causing interference.Move the Digital Box closer to the WiFi router or remove any obstacles between the two.
Network out of range.Your Digital Box is either too far from your WiFi router, or walls or metal objects between the Digital Box and router is blocking the signal.Move the Digital Box closer to the WiFi router or remove any obstacles between the two.
Connecting to a different router or hotspotRe-run the WiFi setup