My HSI/Cable Modem isn't working. What do I do?

1. Release and renew your IP.

   Open winipcfg **
   Release IP
   Unplug Cable Modem
   Reboot Computer
   Plug in Cable Modem
   Open winipcfg **
   Renew IP

   **
   In Win98/Me
   Click on Start/Run
   Type winipcfg

   In WinXP
   Click on Start/Run
   Type command
   in the DOS box type ipconfig/release or ipconfig/renew

2. If you are still having problems - check the status page to see if there are any known issues in your area.

   http://status.blueyonder.co.uk:888/

   Or phone 0800 953 2000 for a recorded message of known issues.

3. Post a message in our byUsers forums and see if anyone can help you with the problem. Post as much detail as you can about your problem, the area you live in, how long the fault has lasted, did it ever work etc..

4. Post a message in news:blueyonder.support.hi-speed

   Include:
   your username
   your IP
   details of your problem
   traceroutes or log files from 192.168.100.1 see CableModems - Accessing Config Pages [not yet published]

   You will be given a ticket number and some advice (hopefully) and your problem will be sent to an appropriate person to deal with who may email or telephone you. They may escalate the problem to networks (ASOG), or book a technician to visit you.

   Having a ticket open means you should be able to get a refund for loss of service.

5. Phone technical support on 0800 694 9694. You may have to hold for a while. You will need your username and any ticket number you have open. They will ask you to release and renew your IP (save time and tell them you've done it already). If your problem has persisted for a while insist that it gets escalated to second line support at least, or request a technician's visit.

6. If all else fails, after a week or so, phone tech support again and make a complaint. Someone should definitely telephone you about your complaint.

7. As a last resort contact Head Office.

   See blueyonder contact details

Last Amended : 2002-08-18 by elfin
Original Author : Angua