I can’t connect or my connection is slow.
Please follow these steps for resolution:
1. Unplug the power source.
2. If you have any other network devices (wireless
router, hub, etc.) turn off and unplug them, too.
3. Shut your computer down using the normal process,
then turn it off for at least 10 seconds.
4. Without plugging in the modem or other network
devices, turn your computer on and wait until it is
completely booted up.
5. Plug in the power sources for the modem and any
other network devices and turn them on.
The lights on the modem will flash and then
go solid green as it establishes the High-Speed
Internet connection. If this does not re-establish the
connection, please call 1.800.347.1991.
I can get connected but can’t maintain the
connection.
Please ensure all devices that share the telephone
line with your High-Speed Internet service are filtered
properly and plugged into the “Phone” side of the
High-Speed Internet microfilter. The High-Speed Internet
modem should be the only device connected to the
“DSL” side of the microfilter.
If my High-Speed Internet modem loses power, will
I lose my telephone service?
No. The voice transmission has already been
separated from the data transmission before reaching
the modem. Therefore, you will not lose voice
communications if your modem fails or is turned off.
Why does the DSL light on my modem blink?
While the High-Speed Internet modem is connecting,
the DSL light will blink steadily. The DSL light may also
turn off. This is normal. Once the High-Speed Internet
modem has connected, the DSL light will become
solid. If the DSL light continues to blink steadily for
several minutes or turns off, this would most likely
indicate a loss of High-Speed Internet signal to the
equipment. Use the following steps to resolve this issue:
1. Make sure you have filters on every phone line,
security system, satellite, fax machine, caller ID box
or any other device that shares the same line as
your High-Speed Internet service.
2. Turn off your High-Speed Internet modem for a full
minute and then turn the modem back on.
3. Check the telephone jack that the High-Speed
Internet modem is plugged into and ensure it is
producing a dial tone.
4. If the light does not turn solid green, try connecting
the High-Speed Internet modem to a different
telephone jack in the house.
E-mail/News Settings:
For additional support with e-mail client setup, please
visit www.windstream.com/help and use keyword
“e-mail setup.”
Incoming Mail Server (POP3):
pop.windstream.net
Outgoing Mail Server (SMTP):
smtp.windstream.net
(Authentication is required.)
E-mail Address Format:
(where login is your Windstream e-mail account ID)
Web E-mail:
webmail.windstream.net
USER ID Settings:
Your user name or ID is the same as your initial
Windstream e-mail address including the
@windstream.net.
Passwords:
- Must be between 6 and 20 characters
- Must contain at least 1 upper case letter
- Must contain at least 2 lower case letters
- Must contain at least 1 number
- Can not contain the user’s name
- Can not contain repeating characters
(ex: AAAAAAA)
Where is my wireless encryption key?
On the bottom of the Kinetic Gateway, the key will be
listed next to the Wireless Network name.
HIGH-SPEED INTERNET TROUBLESHOOTING
11
Summary of Contents for windstream
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