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Troubleshooting Tools

You can sign in to My Account or the My TWC® app to check if your area is experiencing a service outage and to troubleshoot your equipment's connectivity. Please note that these features are not yet available in Hawaii.

 

Internet Troubleshooting

Step 1: Verify Connections

Verify that one end of the coaxial cable is securely connected to the wall outlet, and that the other is securely connected to the cable modem.

Verify that the power cord is securely connected.

Verify that one end of the Ethernet Cable is securely connected to the modem's Ethernet port and that the other is securely connected to the computer's Ethernet port. If using a router, securely connect the Ethernet cable to the router's Internet, WAN or modem port.

 

Step 2: Reboot the modem and Router (if any)

Press the reset button on the modem. If the modem does not have a reset button, you may reset it by unplugging the power cable from the modem (and your router if you are using one).

Wait for approximately one minute for the modem to reset.

If you have unplugged the power cable from the modem or router, plug your modem back in first, then your router. If you are using a router, allow about two minutes for the router to "sync" (i.e. reconnect) with the cable modem.

Wait for the lights to stop blinking on the modem and wireless router if you have one. Allow up to two minutes for the router to "sync" with the cable modem.

If you are connecting wirelessly, make sure you're within range of your wireless router, and that the wireless connection on your computer is turned on.

 

Step 3: Restart Your Computer

Close all open applications and files.

Restart your computer (the restart option is generally near a computer’s shut down option.

Once your computer has restarted, open a browser.

Test your Internet connection by going to at least two websites.

 

Slow Internet Connectivity

Internet Security

Protect your PC against viruses, spyware, hackers, spam, offensive websites and other Internet threats that can jeopardize your privacy and diminish PC performance.
Explore Security Software

 

TWC Internet System Requirements

Follow the recommended and minimum system requirements for optimal computer performance.

 

Speed Test

Use the Speed Test tool to see how fast your Interent connection is.

 

Measuring Speed

How is Internet Speed Measured?

What Affects Speed?