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When writing to Customer Support with a technical problem,
please include the answers to the following questions:
PC/MAC
| Cable Modem
| BlackBerry
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| IF YOUR QUESTION IS REGARDING: |
PLEASE ANSWER THE FOLLOWING QUESTIONS: |
| PC/MAC |
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What
operating system are you using? (Windows 3.1, Windows
95/98/ME, Windows NT, Windows 2000, Mac OS #)
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Did
you get an error message? What exactly did it say?
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What
Internet browser do you use? (Internet Explorer, Netscape
Communicator)
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What is your phone number and
zip code?
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What
brand/model/speed of modem do you have?
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Please
describe your technical concern as thoroughly as possible.
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| Cable Modem |
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If
you have RCN cable TV, what is the reception like? Please pay particular
attention to the low
numbered channels (such as channels 2 to 6) as
well as the high numbered channels (such as channels 82 to 87).
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What brand name is shown on
the front of the cable modem you are using?
(3Com, RCA, Toshiba, Hybrid, Cisco)
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Do
you have a one-way or a two-way cable modem?
(If you have two cables and a power cord connected to the back
of the cable modem, you have a two-way modem.
If you have three cables and a power cord connected to the back
of the cable modem, you have a one-way modem.)
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What is the MAC address for
your cable modem? (This
information is found on a sticker on either the
bottom or the back of the
modem. It should be
labeled "MAC," "EA," or "Ethernet
Address." If it's a
Hybrid brand modem, please give us the "Serial Number,"
"SN," or "UID.")
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What lights on the cable
modem are on? What
color(s) are the lights?
Are the lights blinking or are they
solid?
Are the lights blinking fast or slow?
(If you have a 3Com
modem that looks like a shark fin, there is also a light on the
back of the modem.
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What Operating System are you
running?
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Do
you have a firewall installed? If
yes, which one?
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Is
your computer on a home network?
Are you running a
server?
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Please describe your
technical concern as thoroughly as possible. This
will aid our technical support staff in diagnosing your issue.
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| BlackBerry |
- What is your email address
with RCN?
- What is your PIN #?
- Please describe your technical
concern as thoroughly as possible.
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