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Internet Connection Issues

My Internet is down, I can’t get my e-mail or surf the web

Step #1

Is your modem on standby? You will know it is on standby, if ONLY the last light on modem is on (orange) and there are no other lights lit. In this case, click the standby button on top of modem and you should get 4 green lights to come on.

Check Internet Explorer and see if you can get to a web page. If yes, you’re all set. If no, continue to step #2.

Step #2
Do a power cycle to your modem and computer. How?

  • Unplug the power to your cable modem
  • Shut down computer
  • Wait at least 30 seconds then plug modem back in (top 4 green lights will come back on one at a time)
  • Start your computer

Check Internet Explorer and see if you can get to a webpage. If yes, you’re all set. If no, continue to step #3.

Step #3
Make sure the connection cable from your modem to your computer is in firmly.
                Start at the back of your modem and follow the cable until it reaches the back of your computer. Pull out the cable from the back of computer and place it back in firmly. You should see a green light lit where it goes in. PC Activity light on modem flickers orange as well.

Check Internet Explorer and see if you can get to a webpage. If yes, you’re all set. If no, call the TVC Help Desk at 446-4009.

How do I Change my homepage in Internet Explorer?

In Internet Explorer go to Tools/Internet Options.  In the General tab enter the address you want as your home page into the “Home Page” address line.  If you would like to use the web page that is currently open click on the “User Current” button.

 

E-mail Administration

How do I change my e-mail password?

You must log in to the E-mail Manager.

  • Using Internet Explorer, go to www.tvcconnect.net
  • Click on Manage My E-Mail
  • Sign in using your default account (the one we assigned you) and password
  • Once you’re logged into the webpage click on the E-Mail button in the right hand side (if you can’t see the E-mail button, click on maximize to make Internet Explorer be full screen. You should see it now. Suggested minimum screen resolution is 1024X768.)

Click on the user name in the list of e-mails and you will see “Set Password”. Supply a password greater than 6 characters. Type it in again to confirm it and click Save.

 

How do I change my E-mail Manager password?

  • Using Internet Explorer, go to www.tvcconnect.net
  • Click on Manage My E-Mail
  • Sign in using your default account (the one we assigned you) and password
  • Once you’re logged into the webpage click on the Details button in the right hand side
  • Click on the Password link on the bottom right hand side of the details box
  • Type in new password, again under confirm password ans Click save

Internet Speed Concerns

The Internet seems really slow. What can I do about that?

First of all, there are some times during the days that are very high traffic, meaning many, many people are surfing the Internet trying to get to the same web page as you. This would cause the Internet pages to turn much slower. Here are a few things to do:

  • Click on Tools/Internet Options and click on Delete Cookies, Delete Files, and Clear History. One at a time, allowing each one to clear those items off your hard drive. Than click OK.
  • Check to see how much hard drive space is free on your computer. How? Double click on My Computer, right click on C drive and left click on Properties. This will show you how much space is used on your computer and what is free on your computer. You need to have enough free space to run your applications.
  • Power Cycle your modem.  How?
    • Unplug the power to your cable modem
    • Shut down computer
    • Wait at least 30 seconds then plug modem back in (top 4 green lights will come back on one at a time)
    • Start your computer
  • Still getting slow speeds? Do a speed test on the web, try http://www.speakeasy.net/, but there are many free speed tests on the web to use.Call us at 446-4009 and let us know the results if they are under what you are paying for.

What speeds should I be getting?

If you are paying for Value Service you should be getting up to 1.5 Mbps download speed, if you are paying for Preferred Service you should be getting up to 6.0 Mgbps download speed, and if you are paying for Preferred Plus Service you should be getting up to 8.0 Mgbps download speed.

 

Can't send e-mail out from Thunderbird:

Apparently Thunderbird has done an update to their software which has changed the account settings. Click on Tools / Account Settings. Click on Outgoing Server in the left hand pane of the window.

Thinderbird

Then click on the mailhost.tvcconnect.net entry and then Edit.

Thunderbird

Under 'Security and Authentication' uncheck the box next to 'Use name and password'. Click OK and try to send out your e-mail again.

Thunderbird

 

If our FAQ's do not answer your question please feel free to e-mail HelpDesk@tvcconnect.net for further assistance or call us at 860-446-4009.
Thames Valley Communications