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Why can’t I get on the Internet?

Rio Customers:
DSL customers normally have a 4-port modem. Our newer modems have 5 ports on them. Look at the label on top of our modem to determine which port on our modem to plug your router into. 


If it says Internet Port 1 only, connect your router from port 1 on the modem to the WAN port of your router. Computers and routers will not work if you connect to ports 2, 3 or 4. These are for video only. After you connect to port 1, connect your computer to a LAN port on your router or use wireless.


If it says Internet GBETH only, connect your router from the port labeled Gb eth on the modem to the WAN port of your router. Computers and routers will not work if you connect to ports 1,2,3 or 4. These are for video only. After you connect to port Gb eth, connect your computer to a LAN port on your router or use wireless.

Oneida Customers:
You do not have a modem in your house. If you have a router, try unplugging the power to the router and plugging it back in. restarting your router will fix this problem most of the time.


What if I have more than one computer?

We provide one ethernet port to connect to our equipment.


Why can I surf the Internet but can’t check e-mail?

If you can surf the Internet but are having issues with e-mail, that tells us our connection is good to your house and there is either a problem with your e-mail client, e-mail settings, or an issue with our e-mail server. Take a look at our E-mail support pages for e-mail settings.


Why can I check e-mail but cannot surf the Internet?

If you can send and receive e-mail but cannot surf the Internet, that is telling us that the connection is good to your house, but there is an issue with your Web browser you are using. Many times this is related to toolbars that are installed in the browser or other add-ons that have been installed in in the browser. You could try removing any toolbars that have been installed. You could also try setting your web settings to default. This will disable any add-ons that have been installed in your browser. There is also a chance that your computer has been infected with either a virus, spyware, or malware.


Other Notes:

We are limited in the amount of IP addresses that we can hand out to each customer. Our equipment restricts the amount of physical addresses (MAC) allowed for each service. The current restriction is two MAC addresses per service. In order to connect more than one device to your data service, you will need to purchase a router. There are times, if you try to connect multiple devices, you will use up the available addresses allowed on your port and no other devices will be allowed access. If that happens, you will need to call us so we can remove the MAC addresses that you are not using anymore.  The only other way if for that lease to time out which might take a while, depending on when the lease was acquired.