Time Warner Cable Internet. Easy Connect Guide. Enjoy surfing at your own speed. Super fast.

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1 Time Warner Cable Internet Easy Connect Guide Enjoy surfing at your own speed. Super fast.

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 while connecting your new equipment, visit us at twc.com/easyconnect for more self-help information or call us 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 2-4 Connect wired modem Pages 5-7 Connect wireless modem Pages 7-8 Activate modem for service Pages 8-9 Home WiFi network setup Page 10 Modem indicator guide Pages Troubleshooting Page 13 Manage your account

4 Connect wired modem ELECTRICAL OUTLET COMPUTER 3 ETHERNET CABLE POWER CORD CABLE OUTLET 4 IN 1 2A COAXIAL CABLE 2 FOR QUESTIONS AND ACTIVATION ^ FOR twc.com/easyconnect QUESTIONS AND ACTIVATION ^ twc.com/easyconnect 2

5 Before connecting your modem, take a moment to determine which pages of this instruction guide are relevant to your new wired or wireless modem. To connect your wired modem, 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 Connection CABLE OUTLET COAXIAL CABLE 2B Shared Outlet Connection IN 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. OUT COAXIAL CABLE INCOAX CABLE CABLE OUTLET COAXIAL CABLE CABLE OUTLET STANDARD DVR, HD SET-TOP BOX OR DVR COMPUTER FOR QUESTIONS AND ACTIVATION ^ twc.com/easyconnect 3

6 Step 3 Connect modem to computer Step 4 Connect modem to electrical outlet ETHERNET CABLE POWER CORD COMPUTER ELECTRICAL OUTLET 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. 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 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 it is ready for the activation step. IF YOU ARE NOT A HOME WIFI CUSTOMER, YOU LL WANT TO SKIP AHEAD TO THE ACTIVATE FOR SERVICE SECTIONS OF THIS GUIDE. 4 FOR QUESTIONS AND ACTIVATION ^ FOR twc.com/easyconnect QUESTIONS AND ACTIVATION ^ twc.com/easyconnect 4

7 Connect wireless modem ELECTRICAL OUTLET COMPUTER WIFI POWER CORD CABLE OUTLET 3 IN 1 2A COAXIAL CABLE FOR QUESTIONS AND ACTIVATION ^ twc.com/easyconnect 5

8 To connect your wireless modem, 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. 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 Connection Step 2 Connect coaxial cable to outlet 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 Connection 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 6 FOR QUESTIONS AND ACTIVATION ^ FOR twc.com/easyconnect QUESTIONS AND ACTIVATION ^ twc.com/easyconnect 6

9 Step 3 Connect modem to electrical outlet ELECTRICAL OUTLET POWER CORD 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 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 it is ready for the activation step. PLEASE COMPLETE ACTIVATION BEFORE PROCEEDING TO HOME WIFI NETWORK SETUP. Activate modem for service Now that you have successfully connected your new wired or wireless modem, it will need to be activated to receive services. You can activate your modem online or by phone. Online Activation Visit twc.com/easyconnect. Select the My Account tab. Log in using your TWC ID or select Register for a TWC ID to complete the one-time registration process. 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. FOR QUESTIONS AND ACTIVATION ^ twc.com/easyconnect 7

10 Activation by phone 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. Home WiFi network setup Step 1 Access modem s web interface To begin the set up process for your Home network, type into your browser window s address bar and Enter. Step 2 Log in to the web interface Enter the User Name and Password that is listed for your modem in the chart below and at twc.com/wifisettings. Default User Names and Passwords for most modems. Tip: You can find your modem model on the sticker located on the back of your modem. Arris 860A Arris 862G Arris DG1670/TG1672 Arris TG852 Arris TG862G Motorola 6580 Technicolor TC8715/TC8717 Thomson DW875 Thomson DWG855 Thomson DWG875 Ubee DDW365 Ubee DDW3611 Ubee DVW3201B Ubee U10C022 Ubee DDW36C/DDW32CB DEFAULT USER NAME No name required No name required No name required DEFAULT PASSWORD password password password password motorola password password password *see bottom of device *A unique 12-digit password is located at the bottom of this device. 8 FOR QUESTIONS AND ACTIVATION ^ FOR twc.com/easyconnect QUESTIONS AND ACTIVATION ^ twc.com/easyconnect 8

11 Step 3 Connect to Home WiFi network Once you have successfully logged into the web interface, select the Wireless Tab to view the current settings. Your Network Name is located in the Network Name (SSID) field. Your password is located in the WPA Pre-Shared Key field. To confirm your Home WiFi setup is complete, connect to your Home WiFi network from any wireless device. From the general settings menu of your wireless device, select your Home WiFi network, enter your password and select Connect. NETWORK NAME PASSWORD Your network name and password will be needed for any wireless device to access to your Home WiFi network. Take a moment to record it or customize it to something you prefer. To customize your settings, enter your preferred network name and password into the Network Name and WPA fields of the WiFi settings window. FOR QUESTIONS AND ACTIVATION ^ twc.com/easyconnect 9

12 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. PC or Link Some modems don t have this light or an equivalent. 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 Flashing or blinking data is flowing through the modem Power Cable Test Data Link Phone 1 Phone 2 Battery 10 FOR QUESTIONS AND ACTIVATION FOR ^ twc.com/easyconnect QUESTIONS AND ACTIVATION ^ twc.com/easyconnect 10

13 Troubleshooting Your cable modem should operate continuously without maintenance. You can leave the modem on even when you turn off your computer. 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/easyconnect or our MyTWC mobile app for ios or Android. From the My Account menu, log in with your TWC ID or select the Register for a TWC ID button to complete the one-time registration process. Once you have successfully logged in: Scroll to Manage and Troubleshoot Services. Select the Troubleshooting tab. Select Internet 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. Modem Reset If you are unable to connect to the Internet, you may need to reset your modem. You have two convenient ways to reset your modem; online or by phone. Reset your modem online At twc.com/easyconnect from any Internet-accessible computer or device. From the My Account menu, log in with your TWC ID or select the Register for a TWC ID to complete the one-time registration process. Once you have successfully logged in: 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. FOR QUESTIONS AND ACTIVATION ^ twc.com/easyconnect 11

14 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 reset is complete. Reset your modem over the phone 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 reset is complete. Speed test Visit twc.com/speedtest and follow the instructions on the site to verify your Internet speeds. Additional support TWC provides support over the phone free of charge by calling Customer Support 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 connection. 12 FOR QUESTIONS AND ACTIVATION ^ FOR twc.com/easyconnect QUESTIONS AND ACTIVATION ^ twc.com/easyconnect 12

15 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 reset is complete. Reset your modem over the phone 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 reset is complete. Speed test Visit twc.com/speedtest and follow the instructions on the site to verify your Internet speeds. Additional support TWC provides support over the phone free of charge by calling Customer Support 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 connection. 12 FOR QUESTIONS AND ACTIVATION ^ FOR twc.com/easyconnect QUESTIONS AND ACTIVATION ^ twc.com/easyconnect 13

16 Thank you for choosing Time Warner Cable. For Activation or Customer Support: ^ twc.com/easyconnect 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. Universal0815web

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