Sorry We Can t Update Your Account Please Try Updating Again Later 9999
Troubleshoot
Cull the service type you would like to troubleshoot.
Simply click on an option below and nosotros will retrieve your equipment information.
Note: In society to troubleshoot y'all'll need to be able to see and possibly reset your equipment.
Delight wait, it may have a few moments to remember your equipment information.
We've found the equipment on your account. Click the "Begin Troubleshooting" button to get started.
Sorry, at that place was an error fetching condition of your device(s). Please endeavour over again.
Distressing, no device found on your account. Please try once again.
Follow the unproblematic steps below so nosotros tin can help solve your outcome.
Your equipment
Here are the modems you have on your account.
Note: The CMAC Address is located on the bottom of your modem on the white sticker.
Your online modem(s). These modems are online so we can send a signal to refresh them automatically.
To continue select "Reset online modems" below.
Online modem
CMAC Address: {{modem.macAddress}} >Where's my CMAC address? Your CMAC address can be institute on the bottom of your modem on the white sticker.
Your offline modem(s) Nosotros are unable to communicate with these modems. You'll demand to reset them manually. Sometimes this happens if you have a loose connexion. Before you lot reset your offline modem(s) make sure there are no loose plugs and the outlets and circuit breakers are working.
After checking your connections, click the "Reset offline modems" button below to get started.We will guide you through the reset steps.
Offline modem
CMAC Accost: {{modem.macAddress}} >Where's my CMAC accost? Your CMAC address can be establish on the bottom of your modem on the white sticker.
Your equipment
Hither are the modems you have on your account.
Note: The CMAC Address is located on the lesser of your modem on the white sticker.
Your online modem(s)
These modems are online so we can transport a signal to refresh them automatically. Reset these modems beginning. Click the "Reset online mdoems" button to get started.
Subsequently resetting your online modem(southward) follow the steps to reset your offline modem(southward) manually.
Online modem
CMAC Address: {{modem.macAddress}} >Where'southward my CMAC address? Your CMAC address can be found on the bottom of your modem on the white sticker.
Your offline modem(south)
We are unable to communicate with these modems. You lot'll need to reset them manually. Sometimes this happens if you lot have a loose connexion. Before you accept reset offline modem(s) make sure there are no loose plugs and the outlets and excursion breakers are working.
CMAC Accost: {{modem.macAddress}}
Your equipment
Hither are the digital cable boxes on your account.
Click the "Continue" button beneath to begin troubleshooting your event.
Digital cable box
Series number: {{modem.macAddress}} >Where's my serial number? It'south located on the back of your digital cable box on the white sticker. For Samsung digital cable boxes information technology is the number later a series of messages that looks like this: JCAS ID CV SN.
Select symptoms
Allow us know what you are experiencing.
Digital cablevision box
Series number: {{modem.macAddress}} >Where'due south my serial number? Information technology'southward located on the back of your digital cable box on the white sticker. For Samsung digital cable boxes it is the number after a series of letters that looks like this: JCAS ID CV SN.
What are you experiencing?
Select each result that applies. If you do non meet your issue, select "I have a dissimilar issue".
I am having problems with my picture quality.
1 or more of my channels are not working.
I am seeing a black screen.
My Plan Guide isn't working.
I am having bug with my DVR service.
I am having problems with my On Demand service.
I take a unlike upshot.
Afterward selecting your issue(south), click the "Continue" button beneath.
Your online modems
Let'southward reset your online modem(southward) and see if that fixes the consequence. If you have more than 1 modem with an event you will need to reset each one separately.
- Earlier y'all begin the reset brand sure there are no phone lines in use in your home.
- Do not shut out of your web browser or navigate abroad from this page. When the reset is complete this page will automatically reload and you can go along troubleshooting from here.
To get started click the "Reset modem" button.If you have more than one modem to reset, wait until the first one finishes resetting before clicking on the next.
Online modem
CMAC Address: {{modem.macAddress}} >Where's my CMAC address? Your CMAC address tin can exist institute on the bottom of your modem on the white sticker.
Please expect while we reset your modem. You volition lose internet connection. The lights on your modem volition flash. Remember, don't unplug your modem or any other equipment while it is resetting.
Afterward you accept finished resetting your modem(s) with an event click the "Proceed" button below.
Your offline modems
These modems are offline.
Yous volition need to manually reset each offline modem with an issue.
- Before you begin the reset make certain there are no telephone lines in apply in your home.
- Do not close out of your web browser or navigate away from this page. When the reset is complete this page will automatically reload and y'all can continue troubleshooting from hither.
Offline modem
CMAC Accost: {{modem.macAddress}} >Where'south my CMAC address? Your CMAC address can be plant on the bottom of your modem on the white sticker.
Folow these steps to reset your offline modem(south):
Step1
Unplug the power from your modem. If y'all are using a battery backup, y'all'll also need to disconnect the battery from the modem.
Step2
Unplug the power from your router (if you have one).
Step3
Plug the modem back in and wait until it has fully restarted. This can accept up to a few minutes. If you are using a battery fill-in, reconnect the battery to the modem. Plug the router dorsum in and wait 30 seconds.
Subsequently you take finished resetting your modem(s) with an upshot click the "Go along" push beneath.
Your online modem
Let's reset your modem(south) and see if that fixes the event. If y'all take more than 1 modem with an issue you will need to reset each one separately.
- Before you lot begin the reset make there are no phone lines in use in your home.
- Practice not close out of your web browser or navigate away from this page. When the reset is complete this folio will automatically reload and yous can continue troubleshooting.
To become started click the "Reset modem"button.If you lot have more than than i modem to reset, wait until the first ane finishes resetting before clicking on the next.
CMAC Address: {{modem.macAddress}} >Where's my CMAC address? Your CMAC address can be establish on the bottom of your modem on the white sticker.
Your offline modems
Your offline modem(s)
You will need to manually reset each offline modem with an issue.
- Before you begin the reset make certain at that place are no phone lines in utilise in your abode.
- Do not shut out of your web browser or navigate away from this page. When the reset is complete this page will automatically reload and you can continue troubleshooting from here.
Offline modem
CMAC Address: {{modem.macAddress}} >Where's my CMAC address? Your CMAC address can be found on the bottom of your modem on the white sticker.
Hither's how to reset your offline modem:
Step1
Unplug the power from your modem. If you are using a battery fill-in, you'll too demand to disconnect the battery from the modem.
Step2
Unplug the power from your router (if you have one).
Step3
Plug the modem dorsum in and wait until it has fully restarted. This can take up to a few minutes. Note: If you are using a battery backup, reconnect the battery to the modem. Plug the router back in and wait 30 seconds.
Step4
Cheque your Internet connection past opening a new web browser window.
After you have finished resetting your modem(s) with an issue click the "Continue" button beneath.
Reset cable box
Reboot your digital cable box.
Let'south effort a unproblematic reboot. This tin set many common Tv bug. Follow the reboot instructions shown to the correct for each digital cablevision box with an issue.
Digital cablevision box
Serial number: {{modem.macAddress}} >Where's my serial number? It's located on the back of your digital cable box on the white sticker. For Samsung digital cable boxes it is the number after a series of letters that looks like this: JCAS ID CV SN.
Here's how to reboot your digital cablevision box(es):
Step1
Unplug your cable box from either the wall outlet or the box itself.
Step2
Wait 5 seconds and plug it back in. The reboot process may take 3-5 minutes.
Step3
During the reboot process, the cablevision box may display a serial of numbers, characters or letters.
Step4
When the front end panel on the digital cablevision box displays "Plough On", the reboot is consummate.
Step5
Turn on your Television set and cable box. There may be a slight delay while the card screen loads.
After you take finished rebooting your digital cable box(es) click the "Continue" button beneath.
Has your issue been resolved?
Let us know if your service is support and running properly later the modem reset.
If you are withal having issues an Optimum Skillful can help. Click the "Yes" button if your issue is resolved. Click the "No" button to report your issue to an Optimum Expert.
We're glad your consequence is resolved.
Cheers for choosing Optimum.
Having a different issue?
If you didn't see your issue on the previous page you lot will demand to report your issue to an Optimum Expert. Simply click the "Report my upshot" button below. You can choose to chat, email or phone call an Optimum Expert to become your issue resolved.
Get back to select symptoms.
Resolution
Having a different issue?
An Optimum Proficient can help. Merely click the "Report my issue" button below. You can choose to chat, e-mail or call an Optimum Good to get your outcome resolved.
Click here to troubleshoot a different service.
Yous need to be able to admission your equipment to troubleshoot.
You can report a service result or log in subsequently when you have access.
Source: https://www.optimum.net/support/troubleshoot/
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