I am having problems with my cable modem internet service.

Issue: 
I am having problems with my cable modem internet service.
Solution: 

Windows 95 / 98 / ME:

  1. Click Start, then choose Run
  2. In the Open box, type "winipcfg" and click OK.
  3. In the top right of the IP Configuration window, make sure the drop down box shows your network card or USB cable modem. It should not read PPP Adapter.
  4. If the IP Address shows all 0's or if it starts with 169.254, click Release All. It should change to all 0's. Click Renew All.
  5. If your IP address no longer shows all 0's or doesn't start with 169.254, try connecting to the internet. If you are still having problems or you get an error when trying to renew, contact our technical support for further assistance.

Windows 2000 / XP:

  1. Click Start, then choose Run.
  2. In the Open box, type "command" and click OK. This will open a command prompt window.
  3. At the prompt, type "ipconfig" and press your Enter key.
  4. Look for your IP address.
  5. If it shows all 0's or if it starts with 169.254, type "ipconfig /renew" and press your Enter key.
  6. If your IP address no longer shows all 0's or doesn't start with 169.254, try connecting to the internet. If you are still having problems or you get an error when trying to renew, contact our technical support for further assistance.

If you are getting an IP address but still can't connect, try the following:

  1. Click Start, then choose Run.
  2. In the Open box, type "command" and click OK. This will open a command prompt window.
  3. At the prompt, type "ping www.rainierconnect.com" and press your Enter key.
  4. If you get 4 replies, you are connected to the internet. If you are still not able to view webpages, contact our technical support for further assistance.
  5. If you get Request timed out, type "ping 69.10.192.37".
  6. If you get 4 replies when pinging 69.10.192.37 but not when you ping www.rainierconnect.com, you are connected, but there is something preventing you from doing DNS lookups. This is normally caused by firewall software. Disable or uninstall any firewall software you have. Contact our technical support if you require further assistance.

Check your configuration

  1. Your computer may have an incorrect setting. Follow these instructions to check your settings.
  2. Follow these instructions to uninstall and reinstall your network card or usb drivers. This will often fix various problems.
  3. If you still cannot connect to the internet, contact our technical support at 888-988-8508 for further assistance.

Modem Hardware

Make sure your cable modem is connected to our cable modem system

On your modem, there should be a light indicating whether the modem is synced up with our cable modem system. This light should always remain solid. The indicator light will vary between models.

For cable modems rented through Rainier Connect:

  • 3Com HomeConnect: Bullseye light
  • Scientific Atlanta WebStar: Status
  • SMC 8002 EZConnect: Sync and Ready should both be solid

If the modem is not connected

  1. Double check the connection between the modem and the cable outlet. Make sure all the connections are secure. If you have cable TV through Rainier Connect, check your TV to make sure you are not experiencing a problem with your cable TV. If you are, this will also affect your cable modem. Contact our office for further assistance with cable TV problems.
  2. Power the cable modem off and back on. The modem should connect within a minute or two. If the cable modem does establish a connection, reboot your computer and try connecting to the internet.
  3. If you have a splitter on the cable TV jack you are using, try removing the splitter and see if the modem will connect. If the modem connects when you remove the splitter, reboot your computer and try connecting to the internet. If you are able to connect after removing the splitter, you may have a bad splitter.
  4. Try a different cable TV jack. You do not need to move the entire computer to a different jack, just the cable modem. Even when the computer is not connected to the cable modem, it should still show a connection. If the cable modem does connect on a different cable TV jack, you may have a bad jack.
  5. If the modem still does not connect, there may be a hardware problem with the modem or a signal problem with the cable TV. Contact our technical support at 888-988-8508 for further assistance.
  6. If the modem is connected Power the cable modem off and back on and wait for the modem to show it is connected again. Reboot your computer and try connecting to the internet. If you are using a router, power the router off and back on once the cable modem is connected and try connecting to the internet.
  7. If you are using a router, remove the router and connect your computer directly to the cable modem and reboot your computer. Try connecting to the internet. If you are able to connect to the internet without your router, there may be a hardware or configuration problem with your router. Contact your router's manufacturer for assistance. If you still cannot connect after you remove the router, leave your computer directly connected to the cable modem for the remaining troubleshooting steps.
  8. Make sure the modem sees a connection to your computer
  9. On your modem, there should be a light indicating whether the modem is seeing a connection to the computer. This indicator light will vary between models and may be different depending on whether you are connected by Ethernet (network card) or USB. For cable modems rented through Rainier Connect:
    • Scientific Atlanta WebStar: PC (light should always be solid)
    • SMC8002 EZConnect: ENET or USB (should always be solid)
  10. If you do not see the indicator light, check your ethernet / network or USB cable. Make sure there are no noticeable problems with the cable. Unplug and plug it back in to both the back of the computer and the back of the cable modem.
  11. If the modem still does not show a connection to the computer, try reinstalling your network card or USB drivers. Follow these instructions.
  12. Verify you are getting an IP address. An IP (Internet Protocol) address is required for every computer to connect to the internet. To verify you are getting an IP address, do the following:
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