1.PowerCycletheModem&Router

Whatispowercyclingandhowdoesithelp?

Powercyclingistheactofturningoffanelectricalequipmentviathemainswitchorsocketandthenturningitbackonagain.Ifyou'refacingConnectionissues,werecommendpowercyclingboththemodemandrouter.Powerdownthedevicesforatleast3minutesbeforerestartingthedevices.

Usersareadvisedtopowercycletheirmodemsandroutersoften toextendtheirequipmentlifeexpectancy.

Please donothardreset themodem /Routeratanypoint.

2.CheckwhethertheLANCableisproperlyconnected.

3.CheckTCPIP&DNSSettings

ChecktheIPConfigurationwithPropertiesbytyping“ncpa.cpl”inruncommand&doubleclickon“LANareaConnection”andGoto“InternetProtocol(TCP/IP)andtoselecttheradiobutton“ObtainandIPaddressAutomatically”&toselect“ObtainDNSServerAddressAutomatically”&clickonOK.(IfPcswaschanged)

4.RemovetheLANCablefromWi-fi anddirectlyconnectittothePC.

5.UsethePINGCommand

Oneofthefirstthingstotrywhenyourconnectiondoesn’tseemtobeworkingproperlyisthepingcommand.OpenaCommandPromptwindowfromyourStartmenuandrunacommandlikepinggoogle.com orpinghowtogeek.com.Thiscommandsendsseveralpacketstotheaddressyouspecify.Thewebserverrespondstoeachpacketitreceives.Inthecommandbelow,wecanseethateverythingisworkingfine– there’s0%packetlossandthetimeeachpackettakesisfairlylow.

Havingprobleminaccessingaparticularwebsite.

1. doaquickcheckonwhetherthewebsiteitselfisexperiencingtechnicaldifficulties.Forthis,thereareafewwebsitesyoucoulduse,suchas DownForEveryoneOrJustMe.

2. SomewebsitesmayhavestartedrestrictingaccessbasedongeographicalregionorlimitaccessbasedonthenumberofrequestsitreceivesfromoneIPaddress.Youmayliketodoasearchtoseeifthewebsitehasanysuchpolicyorifanyotherwebsiteusershaveencounteredsimilarissues.

3. Ifthewebsiteappearstoberunningnormallyandyouareunabletoaccessit,pleasemakeanoteofanyerrormessageyouseeinyourwebbrowser,andcontactourHelpLine.Wewillinvestigatetheissuefromourside.

Therearelotsofthingsthatcanimpactyourbroadbandspeeds.Thefollowingstepswillgiveyousomepointersonunderstandingwherethisinterferencecomesfromandtipsonhowyoucanminimiseimpactonyourservice.

1. ConductaSpeedTestofyourconnection.

TodoaspeedtestLogintoWWW.SPEEDTEST.NET andselectyourlocationonthemap.FromthedropdownlistofserversselecttheserverhostedbyHathway

MySpeedtest resultslooklowerthanexpected.Why?

Ø Checkishowyou'reconnectingtotheinternet,whetheryouareconnectingthruWi-Fi,orusingadirectlan cablefromtheModemtoyourPC

Internetspeedsovera directcableconnectionis generallymuchfasterandreliablecomparedtowirelessspeeds.Therearemanyfactorsthatcouldbadlyaffect yourwirelessperformance;thesefactorsdonotaffectcableconnections.

Ø TrySpeedTestfrommultipledevices.

You'reencouragedtotrydifferentcomputersforspeedtests.Mobiledevices(handphones,tablets)arenoteffectiveasmostofthem haveaspeedlimitof30Mbps.

Ø CheckspeedtestonHathwayServer

Checkwhich server youareusingtoperformyourSpeedtest .Aspublicserverscanbecomeoverloadedwithtoomanyrequest,fortroubleshootingpurposes,werecommendusingtheserveratwww.speedtest.net ,hostedbyHathway

2.Re-startyourrouter

Tryrestartingyourrouter.ForrestartingtheRouterUnplugyourrouterormodemfromitspoweroutlet(don'tjustturnitoff).Wait15-20seconds,thenplugitbackin.Allowthedeviceaminuteortwototurnbackon.

Please donothardreset theRouteratanypoint

3.GetclosertoyourrouterThefurtheryouarefromyourrouter,theweakerthesignalandtheslowertheconnection– especially ifyourhousehasthickwalls.Getcloserforabettersignal.

IfyourhomeislargeorhasthickwallsyourWi-Fimaynotreachalloftheplaces.Wood,plaster,andglassdon'tinterferemuchwithwirelesssignals;brick,tile,andconcretecanbemoreofaproblem.

4.Positioningandobstructions.

Yoursignalcomesfromthefrontoftherouter,somakesureyourrouterisfacingintoyourhome.Itshouldn’tbepositionedonitssideandtheantennashouldpointupwards.Tryplacingyourrouteronatableorshelf,ratherthanthefloorandmakesureit’sfreeofobstructionslikefurnitureorbooks.

5.Avoidinterference

It’salsoagoodideatoavoidelectricalandsignalinterference.Keepyourrouterawayfromthingslikemicrowaves,TVs,cordlessphones,babymonitorsandwirelesskeyboards.

6.Howbusyisyourhousehold?Thespeedofyourbroadbandconnectionissharedwithallthedevicesyouhaveconnected.TryturningoffandunpluggingsomeoftheconnecteddevicesIfyourhouseisfullofstreamers,uploaders,tabletsurfers,musicdownloadersandSkypers, youshouldupgradetoahigherbandwidthplan.Withthis,everyonecandomoreonlineatthesametime,smootherandfaster.

Usingolderversionsofabrowsercanseriouslyslowthingsdown– especiallyifyou’relookingatpageswithlotsofpicturesorwatchingvideos.Upgradingtothelatestversionofthebrowseryouuse– GoogleChrome, MozillaFirefox, Safari or InternetExplorer – mayreallyspeedthingsup.Yourdevice’snetworkadaptershouldcomplywiththelatest802.11acWiFi standard.Anynetworkadapterthatusesanolderprotocol(802.11n,802.11a,802.11b,or802.11g)isnotabletotakeadvantageofveryhighspeeds..

7.Getyoursystemandsoftwareuptodate

8.HealthCheckHavinglotsoftasksrunninginthebackgroundcancauseyourconnectiontoslow.Tryclosinganywindowsorapplicationsyoudon’tneedoraren’tusing.ViruscheckersandFireWallcanalsocauseconnectionstoslow. However,wedon’trecommendyouturnthoseoff.

9.CheckyourWi-Fisettings

OneofthemaincausesofslowspeedsisinterferencefromotherWi-Fisignals.Ifsomeonenearbyisusingthesamechannelasyou,thesignalsmayinterferewitheachanotherandslowthingsdown.

SafetyInstructions

Toavoidtherisk ofelectricshock

§ Never remove the product cover. Should the product fail, contact the CustomerService to arrangerepairorservice.

§ Neverallowanyonetopushanythingintoholes,slotsoranyotheropeninginthecase.

§ Donotblocktheventilationslots;neverstanditonsoftfurnishingsorcarpets.§ Donotputanythingonitwhichmightspillor dripintoit.Ifanobjectorliquid

entersinsidetheCableModem,unplugitimmediatelyandcontacttheCustomerService.

§ DonotstoretheCableModemGatewayproductinexcessivelyhot,coldordampconditions.Itisintendedtooperateatanambienttemperatureoflessthan35degreesCelsiusandamaximumhumiditylevelof70%.Incaseofastorm,itisrecommendedthatyouunplugtheproductfromthemainsandfromthePCsetorotherequipment.

§ Leavethemainssocketaccessible sothatyoucanunplugthesetquickly

Connectingtothemainssupply

§ Thisapplianceisdesignedtooperateintheratedvoltage110~240VAC.

§ Ifyouareinanydoubtaboutthemainslead,theplugorconnection,pleaseconsulttheCustomerService

§ Onlythepoweradaptersuppliedwiththeproducthastobeused.

Ensuringoptimumperformance

Leave7cmto10cmaroundtheappliancetoensurethatproperventilationgetsto itDonotstoreyourapplianceonitsside.Tocleantheappliance,useadry,cleansoftclothwithnocleaningsolventorabrasiveproducts.Cleantheventilationopeningsregularly.

UnderstandingoftheIndicatorsontheFrontPanel

SafetyInstructions

Powersupplysocketswithtooheavyloadorbrokencablesandplugsmaycauseelectricshockorfire.Usersshouldcheckthepowersupplywiresandcablesregularly.Ifthereisanybreakage,pleasereplacethecableatonce.

Pleaseadoptthepowersupplyadapterprovidedforthisequipment.Otherwisetheequipmentmaybedamagedornotabletorunnormally.

Theequipmentshouldbeinstalledatpositionswithgoodventilationconditionsandwithouthightemperatureordirectsunshine,soastoavoidfaultsoftheequipmentanditscorrespondingcomponentsduetooverheat.

Avoidhumidification,especiallypreventwaterfromenteringtheequipment.Enteringofwatercancauseabnormalrunningoftheequipmentandevenotherdangersduetoshortcircuit.

Donotlaythisequipmentonunsteadybase.

UnderstandingoftheIndicatorsontheFrontPanel