FAQs and Trouble Shooting



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. If you provide your own modem, it must be DOCSIS 3.0 compliant or higher. 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 or wirelessly. Information travels over the cables or wirelessly, 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 power-cycling 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 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.

Can I have more than one e-mail address?
Yes, an additional @casscomm.com e-mail addresses costs $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.

  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.
How do I change my email password?
  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!
How do I connect more than one device to the internet via wifi?
CASSCOMM offers WiFi Modem/Router combos that will enable you to connect all your devices to the internet. The monthly rental fee is $3.95. Otherwise, you can either purchase one yourself or purchase a wireless router to make your home network function wirelessly. Please note, customers in Mt. Sterling on our fiber network cannot purchase a separate modem.
Internet FAQs

Trouble Shooting

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 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.
How do I set up my CASSCOMM e-mail on my personal computer?
Account Type: POP3 Server
Incoming: pop.gmail.com
Outgoing: smtp.gmail.com

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).



What is digital phone?
Digital Phone is very similar to landline phone service. The main difference is that it operates through your internet connection (you do not need to have internet service with CASSCOMM digital phone) as opposed to your telephone lines.
Can I call 911 with my digital phone?
Definitely! You can report emergencies by dialing 911 and be connected to a live emergency operator. CASSCOMM registers your 911 address for you when we set up your account.

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.

How do I dial out with my digital phone?
This works the same as your landline service. To call locally, dial the 7-digit number. To call long distance, dial the full 11-digital number.
How much do I have to pay to call out or receive long distance phone calls?

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

What type of telephone do I need for my digital phone to work?
Any touch-tone phone, including cordless, will work perfectly with digital phone. And, your reception will be just as good!
Can I have more than one phone in my house with digital phone?
Definitely! You can have as many phones hooked up as you would like.
How do I set up voice mail on my traditional phone?

  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.

How do I check voice mail messages?

  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.


  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.

Phone FAQs

Trouble Shooting

Power cycling your VoIP Modem
To power cycle you VoIP Modem, unplug the device from the electrical outlet. Then push the reset button on the back of the VoIP modem. To complete the process, plug the modem back into the electrical outlet.



What should I do if my cable is out?
If there is a cable outage, all televisions hooked up to cable in your home will be out. If one tv is working, it may be a problem with your digital box (if you have one), your television or your wiring.

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.

One or some of my channels are not working. What should I do?
EXAMPLE: Channel 22 is going in and out of service.

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.

Is my television HD ready?
In order to view HD, a HDTV television set is required. To identify if your TV set is HD-ready, refer to the following requirements:

  • 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)
How do I record on my DVR?
The easiest way is to press the ‘Record’ button while you are watching live TV, or you can also select the ‘Record’ icon on the program information screen.

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
How can I become more familiar with my DVR?
An instructional video is available on H2, Hometown Happenings, at 9:30AM and 9:30PM daily.
Tired of increasing TV costs?
Visit tvonmyside.com to learn more.
Cable FAQs


My DVR or DCT box is not working properly. What do I do?
EXAMPLE: The guide feature is not displaying accurately.

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.

Why can I only see channels 2-13
Check your input settings to see if your television is set on cable TV input or antenna. If it is not on cable TV, you need to auto program your TV. If it is on antenna, you need to switch it to cable TV. If this doesn’t work, give us as call.
Why is the audio not working on some of my channels?
Your audio settings may not be programmed correctly. To fix this, use your TV remote control to program your audio settings:

  • 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.

What is SAP and how do I correct SAP settings on my TV?
SAP audio stands for Secondary Audio Program. It is used for alternate language or even Descriptive audio for Visually impaired. SAP audio is only available from select programmers, this is why some channels have audio and some do not. CASSCOMM passes through all audio that is available so if the programmers are using it, it will be available, otherwise you will get no audio or a buzzing sound.

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
Tired of increasing TV costs?
Visit tvonmyside.com to learn more.

Watching local TV

Providing basic local channels relevant to your area in news, weather and more. Click here to see channels in your area.


Up to 10M download and 2M upload speeds. Higher speeds are available. Call for pricing.

Watching premium channels

All premium channels include Cinemax, Encore, HBO, Showtime, Starz and The Movie Channel. Click here to see the channel line-up for your area.

CinemaxEncoreHBOShowtimeStarzThe Movie Channel


Watching HD channels

Bringing you some of your favorite channels now in Hi-Def! Click here to see the channel line-up in your area. Some channels may not be available in all areas.

ESPN HDHGTV HDFood HDFox News HDDisney HDHistory HD

Watching Digital Basic

Take a step up in entertainment! This enhanced package delivers many irresistible channels to your experience. Click here to see the channel line-up for your area.

Disney Junior Fox Business History2Hallmark Hub Lifetime Movie Network Nick JrAnd more

CASSCOMM now has the latest in telephone technology where you can talk as much as you want for one low price with unlimited local and long distance! This phone operates just like your landline telephone with one exception…the service is provided through your internet lines.

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Coverage map

Includes access to over 70 channels. Click here for a channel guide.


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