FREQUENTLY ASKED QUESTIONS
TROUBLESHOOTING
FREQUENTLY ASKED QUESTIONS
- Do I need special equipment for CASSCOMM internet? As a CASSCOMM customer, you do not need special equipment to have our service. Although, if you have your own modem, CASSCOMM will deduct $5 from your internet charges. Contact us to ensure your modem is compatible with our system requirements.
- Can I install the service myself? CASSCOMM strives to ensure your service is working properly from the very beginning of your service with us. Therefore, at this time, CASSCOMM does not offer self-installation.
- What is a home network? A network is a group of computers, printers, and other devices that are connected together with cables. Information travels over the cables, allowing network users to exchange documents and data with each other, print to the same printers, and generally share any hardware or software that is connected to the network within a single family residence.
- Are CASSCOMM services available for my business too?Yes, CASSCOMM offers several packages to meet your needs, both at home and for your business. Give us a call or check out our internet pricing on-line.
- What does power cycling the modem mean?Unplug the power to the cable modem and then router if you have one. Wait 30 seconds and plug the modem and router back in. This is called recycling the modem. After you power cycle, you will then need to restart your computer.
- Do you have a 24 hour tech support number?Yes, our quality, professional support staff can be reached at 888-537-6392.
- Do I have a dynamic or static IP address?Our cable internet customers are assigned dynamic IP address. Static IP addresses are available upon request for $10/month.
- How do I hook up more than one computer at the same time?You will need to purchase a router. They area available from CASSCOMM or your local technology store. Directions for installation are found on the box.
- Can I have more than one e-mail address?Yes, additional e-mails are $2.50/ each per month.
- How worried should I be about getting a virus off the Internet? The attention given to viruses recently has caused many users to wonder how safe their computer system is. In reality, if you follow some basic rules, you should be able to keep your system virus-free.
a). If you receive an e-mail that has an attachment and you don't know who sent it to you, don't trust the people that sent it to you, or don't know what the attachment is, don't open it. Virii are programs that need to be run to be activated and if you don't run it, it can't hurt you.
b) Do not download software from anywhere but reputable sources. Make sure you are downloading the software program from the company that made it, or one of the giant software archives such as Tucows or cdrom.com.
c) Keep in mind that your chance of getting a virus increases exponentially when dealing with pornographic material or pirated software. Enter the gutter at your own risk.
d) Do not pass along E-mail warnings of virii that do not actually have an attachment. They do not help anyone and almost always are a hoax.
e) If you do actually find some sort of virus that you think may have come from the Internet, let us know and we will help you through the situation.
TROUBLESHOOTING
- What do I do if my internet is not working?Follow the tips below if you lose internet access:
- Restart your computer. This is usually the quickest and easiest way to cure any problems.
- Unplug the power to the cable modem and then router if you have one. Wait 30 seconds and plug the modem and router back in. This is called recycling the modem. After you recycle, you will then need to restart your computer.
- Check the “online” light on the modem. If you recycle and the light still does not come on, it is probably a problem with our cable signal. Call our office immediately as this may require a visit from our service technicians. Please have your MAC ID ready which is located on the bottom of your modem.
- PC problems- If the modem is online and you cannot get on the internet it is most likely a problem with the computer. You can call our office and schedule an appointment (may take 1-2 working days). There will be a $25.00 charge for a technical visit if the problem is with the computer. If the problem is with our equipment there will not be a charge for the service call.
- E-Mail problems- If you are unable to send or receive e-mail, you may call our technical support Hot Line at 888-537-6392. Open 24 hours a day, 7 days a week. This Hot Line is for e-mail only.
- What are cookies, and how do I enable or disable them?A cookie is a small amount of data that a Web site stores on your hard disk. The purpose of a cookie is to store a preference that you specify, such as custom page, or to allow you to return to a site later and pick up where you left off, such as when using a Web-based message board. Some sites also use cookies to store information as you move from page to page on a site. Depending on your browser type, you may be alerted when a site is about to set a cookie on your hard drive. If notified of the cookie installation you may accept or reject the cookie.
Note: The many pages require cookies, so if you disable or selectively disable cookies, be sure to allow them for content access.
To enable/disable the cookies or the alerts in INTERNET EXPLORER 6.x on a PC:
1. Open Internet Explorer
2. Select the Tools menu and then click Internet Options
3. Select the Privacy Tab
4. Move the slider up or down depending upon the desired level of security you would like
5. You may also click the Advanced button and select how cookies are handled from the presented options
To enable/disable the cookies or the alerts in INTERNET EXPLORER 5.x on a PC:
1. Open Internet Explorer
2. Select the Tools menu and then click Internet Options
3. Select the Security Tab then click the button labeled Customer Level
4. Scroll down to Cookies and select the desired level of security from the presented options
To enable/disable the cookies or the alerts in INTERNET EXPLORER 4.x on a PC:
1. Open Internet Explorer
2. Select the View menu and then click Internet Options
3. Select the Advanced Tab
4. Scroll down to Security and then Cookies
5. Select the desired level of security from the presented options
To enable/disable the cookies or the alerts in NETSCAPE 4.x on a PC:
1. Open Netscape
2. Select the Edit menu and then click Preferences
3. Scroll down to Advanced
4. Select the desired level of cookie acceptance from the Cookies options
To enable/disable the cookies or the alerts in INTERNET EXPLORER 5.x on a MAC:
1. Open Internet Explorer
2. Click Edit and select the Preferences option
3. Under the Receiving Files option, select Cookies
4. Next to When receiving cookies: select the desired level of cookie acceptance
5. Click OK to finish
To enable/disable the cookies or the alerts in NETSCAPE 4.x on a MAC:
1. Open Netscape
2. Select the Edit menu and then click Preferences
3. Scroll down to Advanced
4. Select the desired level of cookie acceptance from the Cookies options
- How do I set up my CASSCOMM e-mail on my personal computer?For a third party client such as Microsoft Outlook, you must specify the following account settings
CABLE INTERNET CUSTOMER:
Account Type: POP3 Server
Incoming: mail.casscomm.com
Outgoing: SMTP Server: mail.casscomm.com
WILDBLUE INTERNET CUSTOMER:
Account Type: POP3 Server
Incoming: mail.cassblue.com
Outgoing: SMTP Server: mail.cassblue.com
- I have a network set up and can't get on the internet, what should i do?1. Power cycle your cable modem and wait for the on-line light to come on.
2. Reboot your router by unplugging it from the power source. DO NOT HIT THE RESET BUTTON!
3. Restart your computer(s).