Trouble Shooting Tips

Most Common HD Cable TV Fixes:

Do you see a black/blue screen saying NO SIGNAL?

If yes, find the remote that came with your TV. Locate the INPUT or SOURCE button. Press that button to scroll through all the inputs until you get your picture back. (Make sure if you have a Cable box or Converter box that it is powered on.)


Entone/Amino cable box is acting up 

Power cycle the cable box by unplugging the power cord from the back of the box to completely power it down.  (The power cord is the thin, black cord on the left hand side when looking at the box from the front.)  Make sure all the lights go off on the cable box. Then plug the power cord back in.

If that doesn't fix it, locate your Arris TG2472 Gateway modem device (pictured to the right), and pull the battery from the bottom of the device and then the power cord.  Make sure all the lights go out on the modem, then put the battery in first, followed by the power cord. Once you see the MoCA light start flashing the cable box should then start working.  If not, power cycle the cable box again.



Most Common High-Speed Internet Fixes:

Power cycle your Arris or Motorola cable modem by unplugging the power cord. (If you have phone service with us, you MUST pull the battery out of the side or bottom.) Once all the lights have gone off, put the battery back in FIRST, followed by the power cord. If you have a separate WiFi router like a TP-Link or Netgear for example, unplug the power cord to that as well, allowing all 4 green or blue lights to go solid on the Arris device before powering back up.   

 

If the DS or US lights don't go solid, check that your RF/Coaxial cable is screwed on tight and that all the other cable wires inside and outside are not damaged and screwed on tight.

If that didn't seem to fix it, try turning off one internet connected device (cell phone, Roku, gaming system for example) in the house at a time, until the internet seems back up to speed.

If you use a Streaming service such as Netflix or Hulu, please make sure you have changed the data settings in your accounts.  We recommended either the medium or low setting.  You can find the directions for this by googling Netflix data settings.  It will give you step by step instructions.

**You must google each different streaming service for their specific instructions.**



 
Most Common Digital Phone Fixes:
Try power cycling your modem.

How to power cycle your phone modem.

1. Remove power cord.

2. Locate the Push button shown in the picture.

3. Push in and pull out to remove side.

4. Remove battery.

5. Wait 5 seconds, replace battery.

6. Reinsert power cord.



If the phone is still not working, try plugging a phone directly into line 1 port on the back of the Arris device.  If you have dial-tone then your in house wiring may be in need of repair.  

Mail Sever Information:

Incoming – mail.cableracer.com, some devices require the port number, which is 143
Outgoing – mail.cableracer.com, some devices require the port number, which is 25
Username is your full email address.
We recommend IMAP and not POP3, because IMAP syncs between all devices checking your mailbox.

Call us Monday - Friday 8 am - 5 pm.

Call 570-247-2512 and listen to the prompts* ​​listed below: *Prompts could change at any time 

Option 1 Is for billing questions, payments and new service​

Option 2 Is for technical support

Option 3 Is for placing an ad on our community events channel.


Option 4  ​Is to leave us a message for us to check after hours.

Option 5 Is for the company representative.

If you picked one or none of these options above and no one answers your call and you leave a message, that message will not be heard until the next business day. If you prefer to send us an email, please send to : bvcphone@cableracer.com


How can I tell whether the battery for my phone modem needs to be replaced?
To check the battery with the modem plugged in:
Find the indicator light on the front of the modem labeled Battery.
• If the light is solid, the battery is good.
• If the light flashes, the battery is bad or low or is in test mode.
• If the light is off, the battery is not installed.

To test the battery with the modem unplugged:
Unplug the modem. You should be able to obtain a dial tone from a connected phone.

VMX-1 Box Remote Set Up

 

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Click to start a screen sharing session with a technician. Once you have created a session, call our office to have a technician join in, 570-247-2512, select option 2. Available from 9:00am to 5:00pm.
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Entone Cable TV Box Support Material
URC4 Remote Guide Book

NOVA Remote Guide Book
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