Support

Phone Support Numbers and Hours of Operation

Toll Free 1-888-785-2753

Knott County (606) 785-2411

Telephone Support: 785-9555

Cable TV Support: 785-2411 or 888-785-2753

CableNet: 785-2411

DSL Support: 785-2411

Phone Support is available Monday through Friday. From 8:00 AM to 12:00 PM and 1:00 PM to 5:00 PM

An after hours answering service is available for your convenience. Please leave a message in order for your call to be returned, including your Name, 911 address, Phone Number, and a description of your service problem. Major outages (affecting many customers) will be handled on a priority basis. Individual troubles will be addressed the next business day.

Cable Modem Lights and What They Mean (How to diagnose problems with a modem)

The lights on modems vary from model to model. When first connected, the modem will cycle through the lights one by one until the first four green lights are solid (not blinking). The information below details what the lights mean on two of the most common cable modems.

ARRIS TOUCHSTONE CM550 CABLE MODEM

POWER: The modem has sufficient power when solid. If blinking the modem may need to be reconfigured through tech support.

DS: The modem is receiving a strong signal when solid. If blinking, the modem is receiving a signal that is out of its operating range or no signal at all. Please call support.

US: The modem has a good upstream signal sending back to the network when solid. If blinking, there is usually a line issue stopping the signal from getting back to us. Please call support.

ONLINE: The modem is locked on to our server and online when solid. If blinking, you should call our tech support for assistance.

LINK: The computer has an active connection to the network and internet, and there is communication going back and forth. If it is not lit up, this usually indicates an issue with the cable, router, or PC connected to the modem.

MOTOROLA SURFBOARD SB5100 CABLE MODEM

POWER: The modem has sufficient power when solid. If blinking the modem may need to be reconfigured through tech support.

RECEIVE: The modem is receiving a strong signal when solid. If blinking, the modem is receiving a signal that is out of its operating range or no signal at all. Please call support.

SEND: The modem has a good upstream signal sending back to the network when solid. If blinking, there is usually a line issue stopping the signal from getting back to us. Please call support.

ONLINE: The modem is locked on to our server and online when solid. If blinking, you should call our tech support for assistance.

PC ACTIVITY: This amber light signals that the computer has an active connection to the network and internet, and that there is communication going back and forth. If it is not lit up, this usually indicates an issue with the cable, router, or PC connected to the modem.

STANDBY: When in standby, this amber light is lit and all the other lights are out. This signals the modem is paused and will not pass any data. To take the modem out of standby, simply press the button on top of the modem.

Email Support Address

You can also contact us via email for assistance with our Service at

support@tvscable.com

Please be sure to include the following information: Name, 911 Address, and Phone Number, along with a description of your service problem. We answer all emails promptly and always provide you with as much information to assist you as possible.

Support Information

We provide our customers with troubleshooting steps and assistance related specifically to our internet service. We have spent many hours researching and testing these steps and guidelines to assure that they apply to our service, and are easy to read and understand.

Our Cable Internet Support Guide (Adobe PDF Format) is an invaluable reference for CableNet service and provides you with the information you need to keep your service performing at its best. You can also find our Terms and Boundaries of support, as well as the information regarding service call support and service call fees.

We strongly recommend you save or print and store the support guide in an easily accessible place for your reference.

Please click HERE to download our support guide.

Note: Adobe Reader is required to view this document. If you do not have the FREE Adobe Reader, you can download it by clicking on the button below. The link will open in a new window.

Click here to download adobe if you do not currently have it on your device.


Telephone Support

If you need support with any Cable Television or Digital Cable service, please call our office at:

Toll-Free    1-888-785-2753

Knott County    (606) 785-2411

Phone Support is available Monday through Friday. from 8:00 AM to 12:00 PM and 1:00 PM to 5:00 PM

An after hours answering service is available for your convenience. Please leave a message in order for your call to be returned, including your Name, 911 address, Phone Number, and a description of your service problem. Major outages (affecting many customers) will be handled on a priority basis. Individual troubles will be addressed the next business day.

Email Support

You can also send us an email to report any issues with your Cable Television or Digital Cable services. Be sure to include your name, 911 address, and telephone number, along with your service problem on any reports you send. Any reports without all the necessary information may cause a delay in our response time.


Email Account Setup in Email Programs

You can set up your TVS Cable email account as either a POP3 or IMAP account. To setup a TVS Cable Email Account in an email client program, please use the following settings:

** Please note that there are many email clients available, and all of them will ask for this information at different points during the setup. Please refer to your chosen program's help files for any assistance in completing these settings in your program.

TO SETUP YOUR ACCOUNT AS A POP3 ACCOUNT:

The Incoming Mail Server Type must be set to "POP3"

Incoming Mail Server: mail.tvscable.com

Outgoing Mail Server: mail.tvscable.com

User Name: user_name@tvscable.com (You must enter the full email address as the user name)

Secure Password Authentication (SPA) is NOT used - make sure it is NOT selected

My Outgoing Server (SMTP) Requires Authorization MUST be selected

Use Same Settings as My Incoming Server MUST be selected if the option is in your program

TO SETUP YOUR ACCOUNT AS AN IMAP ACCOUNT:

The Incoming Mail Server Type must be set to "IMAP"

Incoming Mail Server: mail.tvscable.com

Outgoing Mail Server: mail.tvscable.com

User Name: user_name@tvscable.com (You must enter the full email address as the user name)

Secure Password Authentication (SPA) is NOT used - make sure it is NOT selected

My Outgoing Server (SMTP) Requires Authorization MUST be selected

Use Same Settings as My Incoming Server MUST be selected if the option is in your program

Email Account Setup for Mobile Devices

For all mobile devices, we recommend the account be set up as an IMAP account, but will work as a POP account on most devices as well. You will typically use the same settings listed above for email clients, but some settings will vary depending upon your device type and/or application requirements.

** Please note that there are many email applications available, and all of them will ask for this information at different points during the setup. Please refer to your chosen program's help files for any assistance in completing these settings in your program.


Webmail Support

Our Web Mail System has a built in Help Feature that offers a very detailed help system that goes into more detail on our system better than we could here. If you need any assistance with our web mail, please log into your account at webmail.tvscable.com and click on HELP in the bottom left corner or top right corner.

To login, you need to enter your FULL email address and password.

The username and password fields are case sensitive.