MV Tech, Inc.- Computing Solutions for Martha's Vineyard

MV Tech, Inc. Your computing solution on Martha's Vineyard

http://powerlink.adelphia.net

TIPS AND PROCEDURES FOR POWERLINK CUSTOMERS

NOTICE!!! MV Tech will continue to provide technical installation or troubleshooting support for Adelphia cable internet service. If you would like an installation or are experiencing a problem, you can request a service call from us, but each service call has a $85 initial fee, payable on the point of service. Additional charges may also result depending upon the serverity of the problem or if additional parts are needed. Please use the link above to request a Service Call, be sure to leave a telephone number where you can be reached during the day.

In the course of our work for Adelphia, we have found some simple procedures a customer can perform to recover lost service. You should print out this page and keep it where you can refer to it. You can also always call
Adelphia Tech Support, available 24/7 at 1-888-551-LINK, but during peak hours there may be some holding time. (We call at 6am EST when we need a hand -- they are very good and very knowledgeable, as getting PowerLink working is what they do all day, every day!) Other important numbers: Customer Service in Plymouth, MA 1-877-277-9658 and Adelphia PowerLink Sales 1-877-462-7623, John Lamond (tell him MV Tech sent you!)

CALL US TO SET UP A ROUTER!
Cable broadband is an open "barn door" to the internet - as when your computer is on, it is on the internet (no dialing, kids!) This means hacker's virus codes can 'ping' the system, find the open doors, and place viruses on your computer, easily.

MV Tech recommends use of a ROUTER with your cable modem. The router wll act as a physical "firewall" for your system. What's more, you can also set up a small local network to share files and printers if you have more than one computer locally.

IMPORTANT! UPDATE YOUR ANTI-VIRUS PROTECTION!!
For most residential users with PCs, the simple protection is an anti-virus program that is automatically updated. This will protect your system from viruses such as the "Trojan Horse" and "Back Door Worm". We recommend Norton Anti-Virus software, downloadable (fast using your new cable access!) from Norton.com, or MacAfee, Macafee.com. These programs are also available locally on the island, or 'across the pond' at any office supply. For more robust uses, such as business, we also recommend installing a "firewall", essentially a door on your PC that locks it. There are software firewalls available from the previous software companies -- Windows XP systems from Dell arrive bundled with Norton Anti-Virus and Firewall. It's best to install a physical firewall, like cable modem routers. We can assist you in installing the software if you like, or give you an estimate to put in a router that is wired or even wireless (get internet anywhere in your home with wireless!) for up to four PCs, also known as a network. Email us here to inquire about this service.

PROCEDURES FOR RESTORING LOST SERVICE

RECYCLING THE MODEM Occasionally the Internet Protocol (IP) address can be lost due to changes with the server, noise in the system, etc. Recycling your cable modem is the simplest repair to re-obtain this IP address. Recycling involves powering down your computer, then disconnecting the AC (electrical) power from the modem. Do not disconnect the other cables! Wait at least 3-5 minutes before reconnecting the power. If you have a router, you might recycle that as well. When the cable modem has 'block sync' (see below), power up the rest of your system. The computer should automatically re-obtain the IP address for Adelphia and connect to the internet. (Try a website or check your Email to confirm.)

WHAT IS BLOCK-SYNC? Cable internet access is a two-way data transfer, naturally, while video is simple one-way in. The cable modem's lights are indicators of reception and transmission of data through your cable. Currently on Martha's Vineyard, Adelphia has used three brands of cable modems. RCA modems indicate block sync by solid indications on the 'Power' and 'Cable' LEDs. Scientific Atlanta and Surfboard cable modems are similar. When the lights on these modems are solid, as opposed to blinking, it indicates you have a connection to the internet. Any consistent blinking, other than the 'Activity' LED which will fluctuate with data transmission, indicates the internet may be experiencing a problem.

MODEM'S OKAY BUT STILL CAN'T CONNECT? As PC Techs, we have procedures that you aren't too difficult to perform. We use the operating system's (OS) "IP Configuration Panel" to re-obtain the IP address. The following solutions are specific to a computer's OS (if you are unsure of which OS you are using, do the following: On any Apple computer, open the Apple menu in the top-left corner of the screen and choose "About This Macintosh..." If you are using a Windows machine, press and hold the Windows key on your keyboard, and press Pause/Break).

Windows 98/ME users

1. Open the Start menu and choose "Run…"
2. Type "winipcfg" and click 'OK'
3. Choose your Ethernet Adapter from the pull-down menu (Not the PPP, that's a phone adaptor)
4. Click 'Release', wait for the IP address numbers to go to 0.0.0.0
5. Click 'Renew', wait for IP address to be found
6. Click 'OK'
7. Attempt to connect to the internet

Windows 2000/XP users

1. Open the Start menu and choose "Run…"
2. Type "command" and click 'OK'
3. A new window will open, in this window type "ipconfig /release" and Enter (that's a space after 'ipconfig')
4. When that finishes, type in the same window "ipconfig /renew" and Enter
5. Attempt to connect to the internet

Macintosh OS 9 TCP/IP settings

1. From the Apple menu top-left, open 'Control Panels', open the 'TCP/IP' control panel
2. In Connection pull-down menu, choose 'Ethernet Adapter'
3. In Configuration pull-down menu, choose 'DHCP'
4. All available text fields should be blank
5. Close the 'TCP/IP' window, save changes
6. Attempt to connect to the internet

Macintosh OS 10/X TCP/IP settings

1. In the Apple Menu, choose System Preferences…
2. Click the Network button
3. In the pull-down menu, choose your Ethernet Adapter
4. In other pull-down menu, choose DHCP
5. All available text fields should be blank
6. Attempt to connect to the internet

STILL EXPERIENCING PROBLEMS? At this time, you should call Tech Support (1-888-551-LINK) and they will run through some diagnostics with you. If they cannot get you connected, they will place a 'Trouble Call' with us or the Adelphia Cable Techs to fix your problem. You may need a new network interface card (NIC), a new modem, a better cable run, or perhaps repair to your computer. Either way, professional help will be working on your problem.

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MV TECH INC. Scotchman's Lane, West Tisbury, Martha's Vineyard, MA, USA
(508) 693-3178 • PO Box 1034, West Tisbury, MA 02575 • Fax (508) 696-9328

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