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1 Time Warner Cable Internet Easy Connect Guide Enjoy surfing at your own speed. Super fast. 1 QUESTIONS? ^ twc.com/support

2 Instant access anytime you feel like connecting. Experience smooth, fast Internet. TWC Internet is simple to set up and use, and this Easy Connect Guide will help you along the way. If you have any questions during the installation process, browse our How-to video library at twc.com/howto and search Easy Connect, reach us at twc.com/support using the Contact Us button or give us a call at We will be happy to help, and thank you for choosing Time Warner Cable.

3 Included in your kit: G EASY CONNECT GUIDE CABLE POWER CORD COAXIAL CABLES (2) ETHERNET CABLE SPLITTER RETURN SHIPPING LABEL Contents Pages 2-5 Wired modem installation and activation Pages 6-12 Wireless modem installation and activation Page 13 Modem indicator guide Pages Troubleshooting Page 15 Manage your account

4 Wired modem installation and activation ELECTRICAL OUTLET COMPUTER 3 ETHERNET CABLE POWER CORD CABLE OUTLET 4 IN 2A 1 COAXIAL CABLE QUESTIONS? ^ twc.com/howto (search Easy Connect ) 2

5 Before beginning your installation, take a moment to determine which pages of this instruction guide are relevant to your needs. Refer to pages 2 through 5 if you are not a TWC Home WiFi subscriber and will be connecting your new modem directly to your computer using the Ethernet cord provided. Refer to pages 6 through 12 if you have subscribed to TWC Home WiFi and are installing a TWC wireless modem. In both scenarios, ensure the coaxial cable is connected to the modem before plugging the power cord into it. The power cord should not be plugged into an electrical outlet that can be turned on/off with a light switch. To begin your wired modem installation, locate the following items from your Easy Connect Kit: your modem s power cord, the Ethernet cable and one of two coaxial cables. If you will be connecting your new modem to a cable outlet that is also used for your TWC TV services, you will need the second coaxial cable and the splitter from your Easy Connect Kit. Step 1 Connect coaxial cable to modem Connect one end of the coaxial cable to the IN of your modem. Step 2 Connect coaxial cable to outlet If your cable outlet is not shared with another TWC service like TV, connect the free end of the coaxial cable directly to your cable outlet as shown in 2A. 2A Direct Outlet Installation CABLE OUTLET COAXIAL CABLE CABLE OUTLET CABLE OUTLET COAXIAL CABLE OUT IN COAX CABLE IN COAXIAL CABLE COMPUTER If your cable outlet is also used for your TWC TV services, refer to the illustration shown in 2B below. Disconnect the existing coaxial cable from your wall outlet and replace it with one end of the second coaxial cable from your kit. Connect the free end of the coaxial cable to the IN on the splitter. Connect the coaxial cable coming from your TV or TWC Set-Top Box to one of two OUT ports on the splitter. Connect the coaxial cable coming from your new modem to the remaining OUT on the splitter. 2B Shared Outlet Installation STANDARD DVR, HD SET-TOP BOX OR DVR QUESTIONS? ^ twc.com/howto (search Easy Connect ) 3

6 Step 3 Connect modem to computer ETHERNET CABLE COMPUTER Your modem s Online light will be blinking to indicate it is ready for registration (reference Modem Indicator Guide on page 13). Return to your computer and open a new browser to view the TWC Registration page. Follow the prompts to complete the registration steps, create your TWC ID and set up your account. Once you have completed your online registration, your installation is complete. Take a moment to review the Troubleshooting and Manage your account sections to complete your Easy Connect experience. To connect your modem to your computer, locate the Ethernet cable included in your Easy Connect Kit. Plug one end of the Ethernet cord into the Ethernet port at the back of your modem. Plug the free end of the Ethernet cord to the Ethernet port at the back of your computer. Step 4 Connect modem to electrical outlet ELECTRICAL OUTLET POWER CORD To connect your modem to an electrical outlet, locate the device power cord included in your Easy Connect Kit. Plug the corresponding end of the power cord into the port at the back of your modem and the free end into your wall power outlet or surge protector (not included). Wired modem activation If you are unable to access the Internet to complete your online registration process, you may need to have your modem activated. Visit twc.com/account from another Internetaccessible computer or device: Log in using your TWC ID or select Register for a TWC ID to complete the one-time registration process. Select the My Account tab. Scroll down to Manage and Troubleshoot Services. Select the Troubleshooting tab that follows the Services and Equipment tabs. QUESTIONS? ^ twc.com/howto (search Easy Connect ) 4

7 Select Internet from the drop down to display the applicable equipment. Select Activate/Connect Modem from the list of symptoms. Select the Reset My Modem button. Activation by phone You may also activate your modem through our automated phone system at You will be asked for the 10-digit phone number associated with your services to verify and locate your account. When prompted, say Activate my Modem and the automated system will prompt you through your request. The activation process may take up to 10 minutes to complete. Do not turn off or unplug your equipment during this time. Your modem s Power and Online lights will illuminate once yourequipment activation is complete. Return to your computer and open a new browser to view the TWC Registration page. Follow the prompts to complete the registration steps, create your TWC ID and set up your account. For additional support, please refer to the Troubleshooting steps that begin on page 14 or call to speak with Customer Support. IF YOU ARE NOT A HOME WIFI CUSTOMER, YOU LL WANT TO SKIP AHEAD TO THE TROUBLESHOOTING AND MANAGE YOUR ACCOUNT SECTIONS OF THIS GUIDE. QUESTIONS? ^ twc.com/howto (search Easy Connect ) 5

8 Wireless modem installation and activation ELECTRICAL OUTLET COMPUTER WIFI POWER CORD CABLE OUTLET 3 IN 2A 1 COAXIAL CABLE QUESTIONS? ^ twc.com/howto (search Easy Connect ) 6

9 To begin your wireless modem installation, locate the following items from your Easy Connect Kit: your modem s power cord and one of two coaxial cables. If you will be connecting your new modem to a cable outlet that is also used for your TWC TV services, you will need the second coaxial cable and the splitter from your Easy Connect Kit. Please note that the TWC wireless modem is also a wireless router when you subscribe to TWC Home WiFi. Step 1 Connect coaxial cable to modem Connect one end of the coaxial cable to the IN of your modem. Step 2 Connect coaxial cable to outlet If your cable outlet is also used for your TWC TV services, refer to the illustration shown in 2B. Disconnect the existing coaxial cable from your wall outlet and replace it with one end of the second coaxial cable from your kit. Connect the free end of the coaxial cable to the IN on the splitter. Connect the coaxial cable coming from your TV or TWC Set-Top Box to one of two OUT ports on the splitter. Connect the coaxial cable coming from your new modem to the remaining OUT on the splitter. 2B Shared Outlet Installation If your cable outlet is not shared with another TWC service like TWC TV, connect the free end of the coaxial cable directly to your cable outlet as shown in 2A. 2A Direct Outlet Installation COAXIAL CABLE OUT IN COAX CABLE CABLE OUTLET CABLE OUTLET COAXIAL CABLE STANDARD DVR, HD SET-TOP BOX OR DVR COMPUTER COAXIAL CABLE CABLE OUTLET IN QUESTIONS? ^ twc.com/howto (search Easy Connect ) 7

10 Step 3 Connect modem to electrical outlet Step 4 Identify modem HFC or RF MAC Address POWER CORD Customer S/N: 012A34B56C78 ELECTRICAL OUTLET S/N: 12345DF6789G23H To connect your modem to an electrical outlet, locate the device power cord included in your Easy Connect Kit. Plug the corresponding end of the power cord into the port at the back of your modem and the free end into your wall power outlet or surge protector (not included). Your modem s Online light will be blinking to indicate you are ready to set up your Home WiFi network (reference Modem Indicator Guide on page 13). HFC or RF MAC Address: 2A34B56C78DE USB CPE MAC ID: ASDFG To begin the set up process for your Home network, you will need to locate your modem s HFC or RF MAC Address at the back of your modem as shown in the graphic above. Step 5 Identify modem s network name and password To identify your modem s default network name (also called SSID) and password (also called WPA Key), you will need your modem s HFC/RF MAC Address from Step 4. Locate your modem manufacturer from both the Modem SSID and WPA Key lists that follow. Combine your modem s MAC Address and the manufacturer s default key as shown to identify your modem s unique default network name (SSID) and password (WPA Key). QUESTIONS? ^ twc.com/howto (search Easy Connect ) 8

11 Manufacturer default network names (SSID) Arris TG852GXX (the 2 X s are the last 2 digits of the modem RF MAC Address). Example: RF MAC Address: 0015E191714C In this case, your SSID would be: TG852G4C Ubee AWG 2.0 WIFI plus the last 6 characters of the Cable Modem (CM) MAC Address. -5G is added when the 5GHz band is being used. Examples: 2.4G radio with CM MAC Address 0071CC8E54C7 In this case, your SSID would be: WIFI8E54C7 5G radio with CM MAC Address 0071CC8E54C7 In this case, your SSID would be: WIFI8E54C7-5G Ubee D3 DDW3611XX (the 2 X s are the last 2 digits of the modem RF MAC Address). Example: RF MAC Address: 3C754A24DA02 In this case, your SSID would be: DDW Motorola D3 SBG6580XX (the 2 X s are the last 2 digits of the modem HFC MAC ID). Example: HFC MAC ID: 3C754A24D02 In this case, your SSID would be: SBG Manufacturer default password (WPA Key) Arris TG852GXXXXXX (the 6 X s are the last 6 digits of the modem RF MAC Address). Example: RF MAC Address: 0015E191714C In this case, your WPA password would be: TG852G91714C Ubee AWG 2.0 The WPA pre-shared key is 16 characters in length Example: HFC MAC ID: 3C754A24DA02 In this case, your WPA password would be: HP3WZ7IHXCT6D9QS Ubee D3 DDW3611XXXXXX (the 6 X s are the last 6 digits of the modem RF MAC Address). Example: RF MAC Address: 3C754A24DA02 In this case, your WPA password would be: DDW361124DA02 Motorola D3 SBG6580XXXXXX (the 6 X s are the last 6 digits of the modem HFC MAC ID). Example: HFC MAC ID: 3C754A24DA02 In this case, your WPA password would be: SBG658024DA02 QUESTIONS? ^ twc.com/howto (search Easy Connect ) 9

12 ued) Advanced Wireless Gateway Advanced Wireless Gateway Wireless modem for Home activation Phone Step 6 Connect to your Home WiFi Network Connection instructions for for MAC MAC for Home Phone Access Connection your instructions computer s for for MAC wireless MAC Network settings to If you are unable to access the Internet to complete your e connect to your 1 1 Click Home Click on on WiFi the the wireless network icon icon using located your in in the SSID. the online registration process, you may need to activate 1 1 Click Click on on the the wireless Connection instructions upper icon icon located right right for on in on Windows in the the taskbar. and MAC your modem. Visit 1twc.com/account 1 Ensure the the Tel1 Tel1 from light light any is on. is Internet on. Advanced Wireless Gateway upper right right on on the the taskbar. 1 1 Ensure the the Tel1 Tel1 light light is on. is on. Advanced accessible Wireless computer Gateway 2 2or Remove device: the the gray gray RJ11 RJ11 telephone wire wire from from Connect its its m r 1. Click on the 2 2wireless Select the icon the network located name in the (SSID) taskbar of of your of your 2 2 Remove the the gray gray RJ11 RJ11 telephone your computer, usually the lower right corner. Log in using your TWC packaging wire wire ID or select and from and from plug Register plug its its 2 2 Select the the network name one for end a into TWC Line 1 (1/2) Time Time Warner (SSID) of Cable of your your one end into Line 1 (1/2) Connection instructions for MAC provided wireless gateway, for Home and plug one Phone ton. The icon will vary and from click Windows on the to MAC, will ID to complete the one-time end the the into emta. Line 1 (1/2) TEL 1. Time Time Warner Cable and provided click wireless on the connect gateway, for Home packaging Phoneand plug one end into Line 1 (1/2) TEL 1 Connection instructions for MAC button. on on the the emta. registration process. and and click click on on the the connect button. be similar to one of two shown at right. Select the My Account 3 3 Plug Plug tab. the the other end end of of the the RJ11 RJ11 telephone wire wire 1 Click on the wireless icon located in the 3 3 Plug Plug the the other end end of of the the RJ11 RJ11 telephone wire wire Click on the wireless icon located in the 2. Select the network name (SSID) TG852GXX as into into your your home phone. MODM upper right on the taskbar. 1 TG852GXX identified in into into your your home Ensure phone. the Tel1 light is on. upper right on the taskbar. 1 Ensure the Tel1 Scroll light down is on. to Manage and Troubleshoot Services. Step 5 and click Connect. 4 4 Pick Pick up up your your home phone Connect and and listen modem for for to phone 2 Select the *Refer network *Refer to page to page name 4 if 4 needed. if needed. (SSID) of your 2 Remove the 4 4 gray Pick Pick Select RJ11 up 2 up telephone your your Remove home the Troubleshooting wire the phone from gray and dial dial its RJ11 and listen telephone for for wire from its Select the *Refer network *Refer to page to page name 4 if 4 needed. if needed. (SSID) of your tone. tone. tab that follows the SSID: TG852GXX Time Warner Cable provided wireless gateway, packaging and dial plug dial tone. tone. packaging end into Line and 1 (1/2) plug end into Line 1 (1/2) Services on and the emta. Equipment tabs. TEL 1 Time Warner Cable provided wireless gateway, capital and click 3 3 Input Input the your connect your WPA WPA button. Security Key Key using using all all capital l on the emta. and click 3 3 on Input Input the your connect your WPA WPA button. Security Key Key using using all all capital 3. Using all capital letters letters, and and click enter click the the the OK OK WPA button. Key you identified letters and and click click the the OK OK button. 3 Plug the other Select end of 3 the Internet Plug RJ11 telephone the other from end wire the of drop the RJ11 down telephone to display wire the in Step 5 and click Ok. applicable equipment. TG852GXX into your home phone. TG852GXX into your home phone. PHONE WIRE WPA Key: TG852GXXXXXX TG852GXXXXXX 4 Pick up your home Select phone 4 Activate/Connect Pick and up listen your for home phone Modem and from listen the for list of *Refer to page 4 if needed. *Refer to page 4 if needed. dial tone. From your computer, open a browser window to view the symptoms. dial tone. *Refer *Refer to page to page 5 if needed. 5 if needed. *Refer *Refer to page to page 5 if needed. 5 if needed. Input your TWC WPA 3 Security Registration Input Key your using WPA page. all Security capital Follow Key the using prompts all capital to complete the Select the Reset My Modem button. letters and If registration click you If you have the have letters OK problems button. steps, and If click you connecting If create you have the have OK your problems your button. your TWC new new connecting ID and set up your your new new Time account. Time Warner Once Cable you Advanced Time Time have Warner completed Wireless Gateway Cable Advanced your online Wireless registration, Gateway please TG852GXXXXXX call: call: your installation please is complete. TG852GXXXXXX call: call: Take a moment to review the *Refer to page 5 Troubleshooting if needed. and Manage your account sections to *Refer to page 5 if needed. complete your Easy Connect experience. If you would like to If you have problems connecting your new customize the SSID name and password from the defaults QUESTIONS? port Time Warner Cable Advanced If you have Wireless problems Gateway connecting your new please call: used in Step Time Warner 5 to something Cable Advanced easier Wireless for you Gateway to remember, review the please Customize call: your wireless settings section found on page 12. QUESTIONS? ^ Q QUESTIONS? ^ twc.com/howto (search Easy Connect ) 10

13 Activation by phone You may also activate your modem by calling our automated phone system at You will be asked for the 10-digit phone number associated with your services to verify and locate your account. When prompted, say Activate my Modem and the automated system will prompt you through your request. The activation process may take up to 10 minutes to complete. Do not turn off or unplug your equipment during this time. Your modem s Power and Online lights will illuminate once your equipment activation is complete. Return to your computer and open a new browser to view the TWC Registration page. Follow the prompts to complete the registration steps, create your TWC ID and set up your account. If you do not have Internet access, please refer to the Troubleshooting steps that begin on page 14 or call to speak with Customer Support. QUESTIONS? ^ twc.com/howto (search Easy Connect ) 11

14 Customize your wireless settings (optional) Once you have successfully completed your Home WiFi set up, you may want to customize your SSID and WPA Key from the default name and password you used during set up (Step 5). You will need to provide your Home WiFi SSID and WPA Key to any device to share your Home WiFi network. The instructions below will step you through customizing these fields. Make note of your new SSID and password for your future reference. First, locate your modem s default username and password. You will find this information in the manufacturer instructions that came with your modem and at twc.com/wifisettings. NOTE: These defaults are separate from the network defaults referenced in Step 5. To log into your Home WiFi interface to change your SSID and WPA Key: 1. Open your computer s Internet browser. 2. Type into the browser s address bar and click Enter. 3. When prompted, enter the default username and password you identified. 4. On the administrator screen, update the SSID name (network name) and the password (WPA Key). Remember to make note of your new SSID and WPA Key. Both details will be needed for other wireless devices to access your Home WiFi network and for you to manage your Home WiFi network later. QUESTIONS? ^ twc.com/howto (search Easy Connect ) 12

15 Modem indicator guide Light Power Cable, Sync or Bloc Sync Test or Error Data or Activity Some modems have a separate light (RD or RX) that indicates when modem is receiving data, as well as a light (TD, TX or SD) that indicates when modem is transmitting data. What Does It Mean? Steady green the modem is on Steady green the modem is connected to the network Flashing this happens during initial synchronization No light this means no cable connection (Call and say Internet Technical Support to speak with a representative) Normally off Flashing this happens during initial self-test or software downloading Steady light indicates modem or network failure Steady green the computer connection is working No light the computer is turned off or not connected Power Cable Test Data Link Phone 1 Phone 2 Battery PC or Link Some modems don t have this light or an equivalent. Flashing or blinking data is flowing through the modem QUESTIONS? ^ twc.com/howto (search Easy Connect ) 13

16 Troubleshooting Your cable modem should operate continuously without maintenance. You can leave the modem on even when you turn off your computer. If you are unable to connect to the Internet, you may need to reset your modem. Visit twc.com/account from any Internetaccessible computer or device: Log in using your TWC ID or select Register for a TWC ID to complete the one-time registration process. Select the My Account tab. Scroll down to Manage and Troubleshoot Services. Select the Troubleshooting tab that follows the Services and Equipment tabs. Select Internet from the drop down to display the applicable equipment. Select Activate/Connect Modem from the list of symptoms. Select the Reset My Modem button. This process may take up to 10 minutes to complete. Do not turn off or unplug your equipment during this time. Your modem s Power and Online lights will illuminate once your equipment activation is complete. Return to your computer and open a new browser. If prompted, complete the registration steps that appear on TWC Registration page, create your TWC ID and set up your account. Automated Phone Support You may also reset your modem by calling our automated phone system at You will be asked for the 10-digit phone number associated with your services to verify and locate your account. When prompted, say Activate my Modem and the automated system will prompt you through your request. This process may take up to 10 minutes to complete. Do not turn off or unplug your equipment during this time. Your modem s Power and Online lights will illuminate once your equipment activation is complete. Return to your computer and open a new browser. If prompted, complete the registration steps that appear on TWC Registration page, create your TWC ID and set up your account. If you do not have Internet access, please refer to the Troubleshooting steps or call to speak with Customer Support. Self-help tool The TWC Self-help tool provides easy online access to How-to videos and common troubleshooting steps 24/7. Access self-help resources through twc.com/account or our MyTWC mobile app for ios or Android. Select the Register for a TWC ID button that appears on the login page to complete the one-time registration process. Once you have successfully logged in: Select the My Account tab. Scroll to Manage and Troubleshoot Services. Select the Troubleshooting tab. 14 QUESTIONS? ^ twc.com/support QUESTIONS? ^ twc.com/howto (search Easy Connect ) 14

17 Select Video, Internet or Phone from the drop-down to display the equipment you would like to troubleshoot. Select the symptom you are experiencing. Check coaxial cable and Ethernet connections If the connection on any of your cables becomes loose, you will not be able to send or receive data. Make sure all connections are secure. Confirm the cable signal is active If you have cable TV service, confirm that you are receiving a signal and that the channels are clear. Power cycle your modem Turn off your computer and unplug the power cord to your modem. Wait 45 seconds, and plug it back in. When the lights on your modem are solid, reboot your computer. Speed test Visit twc.com/speedtest and follow the instructions on the site to verify your Internet speeds. Additional support TWC provides connection support over the phone free of charge by calling our Customer Support number at Service appointments following your Easy Connect order may be charged a nominal fee if the resolution is related to an incomplete or incorrect Easy Connect equipment installation. If you have any questions during the installation process, browse our How-to video library at twc.com/howto and search Easy Connect, reach us at twc.com/support using the Contact Us button or give us a call at Managing your account Register for a TWC ID A TWC ID gives you online access to manage your account and pay your bill. A TWC ID also gives you the freedom to watch TV online using your favorite devices and our MyTWC mobile app for ios or Android. Visit twc.com, from the My Account menu, select the Register for a TWC ID option to complete the one-time registration process. Equipment returns If you re replacing a modem and need to return it, here s how to get it back to us: 1. Pack the equipment you are returning into the same box that contained your new equipment. 2. Place the enclosed return shipping label over the original shipping label. 3. Drop off the package at your nearest shipping location or return the equipment to your local TWC Store. Visit twc.com/stores to find a location near you. QUESTIONS? ^ twc.com/howto (search Easy Connect ) 15

18 Thank you for choosing Time Warner Cable. Customer Support: ^ twc.com/support ^ twc.com/howto 2015 Time Warner Cable Enterprises, LLC. All Rights Reserved. Time Warner Cable and the eye/ear logo are trademarks of Time Warner Inc., used under license. EAST

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