Internet Support

Cable Modem
Email
Troubleshooting


How do I connect my cable modem?
Precautions

Postpone installation until there is no risk of thunderstorm or lightning activity in the area.

To avoid damaging the cable modem with static electricity:

• Always connect the coaxial cable to the grounded cable TV wall outlet before connecting the cable to the modem.

• Before you connect (or disconnect) the USB or Ethernet cable from your cable modem or PC, always touch the coaxial cable connector on the cable modem to release any static charges.

• To prevent over heating, do not block the ventilation holes on the sides of the modem.

• Do not open cable modem. Refer all service to Long Lines.

• Wipe the cable modem with a clean, dry cloth.

• Never use cleaning fluid or similar chemicals.

• Do not spray cleaners directly on the unit or use forced air to remove dust.
     
Key Item Description
1 CABLE PORT. The Cable port provides a connection to the coaxial cable outlet. Connect to grounded cable wall outlet first, then to cable modem.
Note:
You will not need to use both the Ethernet connection and the USB connection-you need to use one or the other. (Ethernet is the best option if possible.)
2 ETHERNET PORT (best option). Use the provided ethernet cable to connect the cable modem to your PC.
2 2 USB PORT. Use for Windows only. Connects a PC to the USB port. (may need CD to install USB drivers) You can not connect the SBG900 USB port to a Macintosh or UNIX computer.
3 +12VDC POWER CONNECTOR. Connects the cable modem to power.
4 RESET BUTTON. Please do not reset modem to default unless advised by a Long Lines Technician. To reset hold down the button for 5 seconds. It may take 5-30 minutes because the SBG900 must find and lock on the appropriate communication channels.


How do I reset my cable modem?
Because your cable modem is always on, normal occurrences such as power interruptions, network, maintenance, or electrical storms can cause its memory to collect errors. Over 90% of the time, power cycling your cable modem can clear these errors and restore your connection.

1. Turn your computer off.
2. Locate the black power cord on the back of your cable modem and unplug it from the electrical outlet.
3. Wait 30 to 45 seconds.
4. Plug the power cord back in.
5. The lights on the cable modem will flash for a few minutes as it connects to the Long Lines network.
6. When the lights are solid, turn on your computer.
7. Your connection should be restored.

***Some cable modems have an on/off switch or a stand-by switch, so make sure the on/off switch is on or the stand-by switch is off.

I forgot my username, who should I contact?
Your username is the same as your email (username@longlines.com). If you forgot your username, please contact Customer Care at 712-271-4000 or toll free at 866.901.5664.

How do I set-up my email in Outlook Express?
1. Open Outlook Express (If you used Outlook Express with a different provider, you may need to remove old email accounts as instructed in Step 4)

2. Click on "Tools", then click "Accounts".

3. Click the "Mail" tab.

4. To remove old account (s) from previous providers if you no longer use them, highlight each one, click the "Remove" button, and choose "Yes" to delete them. (If you already have a Long Lines email account configured, you will not need to remove the account or make changes.)

5. Click the "Add" button and choose "Mail" to start the wizard.

6. Type your full name in the Display name box and click "Next".


7. Type your full email address <your username>@longlines.com and click “Next”.
Note: Please insert the username you chose when signing up where it says <your username>


8. Please insert mail server information.
Incoming Mail: pop3.longlines.com Outgoing Mail: smtp.longlines.com


9. Type your Account name and password and click “Next”.
Note: <your username> should be replaced with the username you chose when signing up.


10. Click “Finish” and then click “Close” in the Accounts box so you can send/receive email.

Why isn't my cable modem working?
Use the chart below to help determine why your cable modem is not working. If you still have problems, please contact us at 712-271-4000 or toll-free at 1.866.901.5664.

Key Item Flashing Light Solid Light  
1 POWER None The power supply is working properly.
2 RECEIVE Scanning for a receive (downstream) channel connection The downstream channel is connected.
3 SEND Scanning for a send (upstream) channel connection The upstream channel is connected.
4 ONLINE Scanning for a network connection The startup process is complete and the SBG900 is online.
5 ACTIVITY Transmitting or receiving data A computer or other device is connected to the USB or Ethernet port.
6 WIRELESS Wireless activity Wireless features are functioning properly.