Easy
Connect
Guide
Enjoy surfing at your own speed. Super fast.
Oceanic Time Warner Cable Internet
New Modem Installation - See page 2
Replacement Modem Installation - See page 9
Instant access anytime you feel like connecting.
Experience smooth, fast Internet. Oceanic 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 equipment, visit us at twc.com/easy connect for more self-help information. To activate
equipment once installed, call 1-877-309-5869.
Included in your Easy Connect Kit:
CablE MODEM
POWER CORD
COaxIal JUMPER (2)
ENHaNCED ETHERNET CablE (CaT5E)
SPlITTER EaSY CONNECT
GUIDE
RETURN SHIPPING labEl
G
Contents
Pages 2-5 Connect wired modem
Pages 6-8 Connect wireless modem
Pages 12-13 Home WiFi network setup
Pages 15-16 Trouble- shooting Page 14
Modem indicator guide Pages 9-11
Connect replacement modem
Page 17 Manage your account
How to connect your new modem
CablE OUTlET ElECTRICal OUTlET
MODEM
COMPUTER
POWER CORD IN
COaxIal CablE
ENHaNCED ETHERNET CablE (CaT5E)
2A
4
3
Connect wired modem
1
How to connect your new modem
Before connecting your modem, take a moment to determine which pages of this instruction guide are relevant to your new wired or wireless modem.
also, before you begin the installation process, be sure to save work on your computer and shut down all open programs, and ensure power is off to all components until the installation is complete.
To connect your wired modem, locate the following items from your Easy Connect Kit: your modem’s power cord, the Enhanced Ethernet cable (CaT5e) 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.
Connect one end of the coaxial cable to the IN of your modem.
If your cable outlet is not shared with another Oceanic TWC service like TV, connect the free end of the coaxial cable directly to your cable outlet as shown in 2a.
CablE OUTlET IN
2A Direct Outlet Connection
COaxIal CablE
MODEM
COMPUTER MODEM
COax CablE
MODEM CablE OUTlETMODEM COMPUTER
MODEM
STaNDaRD DVR, HD SET-TOP bOx OR DVR
CablE OUTlET
2B Shared Outlet Connection
COaxIal CablE
COaxIal CablE OUT
IN
If your cable outlet is also used for your Oceanic 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 Oceanic 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.
Step 1 Connect coaxial cable to modem
Step 2 Connect coaxial cable to outlet
Step 3 Connect modem to computer
COMPUTER MODEM
ENHaNCED ETHERNET CablE (CaT5E)
To connect your modem to your computer, locate the Enhanced Ethernet cable (CaT5e) included in your Easy Connect Kit. Plug one end of the CaT5e cord into the Ethernet port at the back of your modem. Plug the free end of the CaT5e 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.
Step 4 Connect modem to electrical outlet
ElECTRICal OUTlET
POWER CORD
MODEM
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).
after approximately 2-5 minutes, your modem’s “Online”
light will be solid to indicate it is ready. Turn on your computer and launch your web browser to connect to the Internet.
Connect wireless modem
CablE OUTlET ElECTRICal OUTlET
MODEM
COMPUTER
POWER CORD IN
WIFI
3
1
2A
COaxIal CablE
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 Oceanic TWC TV services, you will need the second coaxial cable and the splitter from your Easy Connect Kit. Please note that the Oceanic TWC wireless modem is also a wireless router when you subscribe to Oceanic TWC Home WiFi.
Connect one end of the coaxial cable to the IN of your modem.
If your cable outlet is not shared with another Oceanic TWC service like Oceanic TWC TV, connect the free end of the coaxial cable directly to your cable outlet as shown in 2a.
Step 1 Connect coaxial cable to modem
Step 2 Connect coaxial cable to outlet
CablE OUTlET IN
2A Direct Outlet Connection
COaxIal CablE
MODEM
If your cable outlet is also used for your Oceanic 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 Oceanic 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.
COMPUTER MODEM
COax CablE
MODEM CablE OUTlETMODEM COaxIal CablE COMPUTER
COaxIal CablE
MODEM
STaNDaRD DVR, HD SET-TOP bOx OR DVR OUT
IN CablE OUTlET
2B Shared Outlet Connection
How to connect your replacement modem
Step 3 Connect modem to electrical outlet
ElECTRICal OUTlET
POWER CORD
MODEM
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).
after approximately 2-5 minutes, your modem’s “Online”
light will be solid to indicate it is ready.
PlEaSE PROCEED TO “HOME WIFI NETWORK SETUP.”
Turn to page 12.
How to connect your replacement modem
Wired and wireless modems will follow the same steps to complete the modem swap successfully. If you are connecting a wireless modem, the Ethernet cable can be disconnected once the activation step is complete.
before connecting your new modem to power, connect the coaxial cable from the cable wall outlet to the IN port of your new modem.
Connect your computer to your new modem using the Enhanced Ethernet cable (CaT5e) provided in your kit.
The Enhanced Ethernet cable (CaT5e) will ensure optimal performance for 100Mbps or higher service tiers.
Please ensure both wired and wireless modems connect to Ethernet to ensure a successful modem swap.
From the back of your existing modem, disconnect the coaxial cable and Ethernet cable (wireless modem users will not have Ethernet cable connected). Unplug the modem from the electrical outlet.
CablE OUTlET ElECTRICal OUTlET
MODEM
COMPUTER
IN POWER CORD
COaxIal CablE
ENHaNCED ETHERNET CablE
(CaT5e)
MODEM
COMPUTER
ENHaNCED ETHERNET CablE (CaT5e) COaxIal CablE IN CablE OUTlET
Connect modem or
wireless modem
INSTALLATION FOR REPLACEMENT MODEMS
Step 1 Disconnect existing modem
Step 2 Connect your new modem
NOTE: The power cord should not be plugged into an electrical outlet that can be turned on/off with a light switch.
Plug one end of the power cord into the back of the modem and the other end into an electrical outlet, or a surge protector (not included).
aCTIVaTE MODEM FOR SERVICE
Now that you have successfully connected your new modem, it will need to be activated to receive services.
activate your modem by phone at 1-877-309-5869 using the 10-digit phone number on your account. Say “Yes” when prompted by the automated phone system and it will guide you through our simple activation process.
ElECTRICal OUTlET
MODEM
POWER CORD
PHONE TEl 1
PHONE WIRE
PHONE MODEM
If you are replacing a modem that will also provide your Oceanic TWC Home Phone service, please reconnect your Oceanic Home Phone to your new modem now, as shown on the right, removing the gray telephone wire from the back of the existing modem and plugging it into line 1 (1/2) of your new modem. If you are not a Oceanic Home Phone subscriber, you may skip this step.
If everything is properly connected, the lights on the front of the modem will flash while the connection is being established.
Oceanic TWC Home Phone subscribers should ensure the
“Tel1” light is on, then pick up your home phone and listen for a dial tone.
Step 3 Connect modem to electrical outlet Optional Connect modem to phone, if applicable
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.
Step 2 Log in to the web interface
Home WiFi network setup
To begin the set up process for your Home network, type 192.168.0.1 into your browser window’s address bar and “Enter”.
Step 1 Access modem’s web interface
MODEM
arris 860a arris 862G arris DG1670/TG1672 arris TG862G Motorola 6580
Technicolor TC8715/TC8717 Ubee DDW365
Ubee DDW3611 Ubee DVW3201b Ubee U10C022
Ubee DDW36C/DDW32Cb
DEFaUlT USER NaME admin admin admin admin admin admin user user user user admin
DEFaUlT PaSSWORD password password password password motorola password user user user user
* see bottom of device
*A unique 12-digit password is located at the bottom of this device.
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.
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.
NETWORK NaME
PaSSWORD
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”.
Modem indicator guide
Power Cable Test Data Link Phone 1 Phone 2 Battery
Light What Does It Mean?
Power Steady green – the modem is on
Online Steady green – the modem is connected to the network
Flashing – this happens during initial synchronization No light – this means no cable connection
(Call 1-877-309-5869 and say “Internet Technical Support”
to speak with a representative)
Test or Error Normally off
Flashing – this happens during initial self-test or software downloading
Steady light – indicates modem or network failure Data or activity
Some modems have a separate light (DS) that indicates when modem is receiving data, as well as a light (US) that indicates when modem is transmitting data.
Flashing or steady green – the computer connection is working
No light – the computer is turned off or not connected
PC or link
Some modems don’t have this light or an equivalent.
Flashing or blinking – data is flowing through the modem
*all lights are on except “Phone 1” and
“Phone 2”
There may be something wrong with your service. Call Customer Care.
*If phone service is also part of your Oceanic TWC services
Troubleshooting
Your cable modem should operate continuously without maintenance, and you can leave the modem on even when you turn off your computer. If you experience problems, the following are three steps you should go through before contacting Customer Care.
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. If the above steps do not resolve your issue, please call 643-2100 or visit twc.com/support.
Troubleshooting
Speed test
In order to conduct a speed test, to verify the upload and download speeds you are actually receiving, please visit oceanic.com/internet/speedtest/ and follow the instructions on the site.
Additional support
Do you have access to www.oceanic.com but need help with your email? Oceanic Time Warner Cable Internet users can call 643-2100. When prompted, state that you are calling for: email help.
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.
Manage 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/easyconnect, from the “My account” menu, select the “Register for a TWC ID” option to complete the one-time registration process.
Equipment returns
Once your new/replacement modem is activated, your old modem will no longer work, so please return it at our expense, using the enclosed shipping label.
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. Go to usps.com to schedule next day pickup of your resealed box or drop off at the Post Office. You can find the nearest post office location at usps.com.
4. Or return the equipment to a Customer Care Center near you. Visit oceanic.com/help-and-support/customer- care-centers/ to find your nearest location.
Internet account setup
Now that your Internet connection has been established and you’ve activated your modem, you’re ready to start surfing. Visit www.twcc.com for access to Web Mail, News, Stocks, TV listings, and more.
Email account setup
You will first need the pre-assigned Master email address and password. Then, find instructions to Create New Sub User at twcc.com. Click the Support link. Click Internet >.
Click Email Setup. Click TWC Mail Step by Step. Click Manage TWC Mail. Click Create a new sub user.
Email access
Go online to mail.twc.com. Sign in with your email address and password. If you prefer to check your email through another email client, such as Outlook, refer to twcc.com.
Click the Support link. Click Internet >. Click Email Setup.
Click TWC Mail Step by Step. Click Email Client Setup.
Mahalo for choosing Oceanic Time Warner Cable.
For Activation 1-877-309-5869 ^ For Customer Care 643-2100
