FAQs and Trouble Shooting

You will need to install a router at your home or business. While you can purchase a router from a third-party, such as a local retail store, we recommend a Plume device for the best whole home WiFi coverage. Plume devices are available from CASSCOMM. Follow this link for details.

1. 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. Viruses are programs that need to be run to be activated and if you don’t run it, it can’t hurt you.
2. Do not download software from anywhere but reputable sources. Make sure you are downloading the software program from the company that made it.
3. Do not pass along E-mail warnings of viruses that do not actually have an attachment. They do not help anyone and almost always are a hoax.

1. If you need to change your password or need help logging in please call our office at 1-800-252-1799 and our CSR team can help!

• 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 power cycling the modem. After you recycle, you will then need to restart your computer.
• Check the “online” light on the modem. If you power cycle 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 $75.00 charge (per hour) 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.

WILDBLUE INTERNET CUSTOMER:
Account Type: POP3 Server
Incoming: mail.cassblue.com
Outgoing: SMTP Server: mail.cassblue.com

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).

The main difference with Landline Telephone Service and Digital Phone Service is if there is a power outage or CASSCOMM’s network is inoperable. If this is the case, your digital phone will not work, including your ability to call 911.

Absolutely nothing! You will have unlimited local and long distance incoming and outgoing calls within the Continental United States.

1. Enter #22
2. Enter your personal pin number
3. Voice prompt will let you know if you have a message
4. Press 1 to listen to message
5. When finished, press 2 to save your message or press 3 to delete it.

Caution: After prompts DO NOT press # on your phone.

1. Enter #22
2. Enter your user box number
3. Enter your personal pin number
4. Voice prompt will let you know if you have a message
5. Press 1 to listen to message
6. When finished, press 1 to save your message or press 3 to delete it.

You may also change your personal options, pin number and greeting by following the prompts.

CHECKING VOICE MAIL MESSAGES FROM OUT OF TOWN

1. Dial your phone number & while your personal voice mail greeting is playing, hit # on your telephone to check messages.
2. Follow prompts (the very same as checking your messages from home)

When checking voice mail from out of town, it is not necessary to hit #22, only hit # key once your voice mail greeting begins to check messages.

Do you have a DVD player, Roku, game console or other device connected to your tv?
If so, it may be turned on and affecting your cable. Turn your device off.

If your television is displaying “no signal,” check its input settings as it may be pointed to the wrong device.

Do you have a digital box?
If so, your television needs to be on Channel 3 or the correct video input.

Still not working? Contact us to further troubleshoot.

Give us a call! Your help in reporting channel problems can often speed up the repair process. You may notify CASSCOMM of channel problems we may not otherwise be aware of.

• Your TV Set must be “HD-ready” or “HD-Capable”
• Display picture in 1080i, 1080p, 720i or 720p resolution. (Refer to your TV set’s owner’s manual)

Setting a future recording:

• Press the ‘Guide’ button on your remote (this will bring up the TV listings menu)
• Select a listing
• Press the ‘Record’ button on your remote

Reboot your system. Simply shut off the box and unplug it for 2 minutes. Plug it back in and restart normal functions. For CISCO/Technicolor devices, wait until the clock is displayed before you turn it back on. If this doesn’t work, give us a call to further troubleshoot.

• Hit the menu button
• Audio Settings
• Stereo should be highlighted NOT SAP

NOTE: This can randomly change at any time on your TV. If you experience this problem in the future, this should be your first troubleshooting method.

Remedy- In your TV setup menu, under “Audio”, you can select “SAP” and turn it off. You may also be able to locate an SAP button on your TV remote. Sometimes there is even a physical switch on the television you have to switch. Your TV audio should then be normal. For details on how to configure your TV, you may need to consult your owner’s manual.

SAP settings will be in 1 of 3 places:

• Audio settings in the menu
• A physical switch on the television
• On the remote labeled SAP or secondary audio