Frequently Asked Questions

Listed below are some of the most frequently asked questions about technical support issues. Simply click on any question to jump directly to the answer.

If you don’t find the answer to your question here, please email us at or contact Technical Support:

Cairo: (229) 377-9515
Camilla | Pelham | Baconton:
(229) 336-7857
Doerun | Norman Park | Moultrie:
(229) 891-3264
(229) 227-7086

How do I change my password?

  1. Go to (Thomasville customers), (Camilla customers), (Cairo Customers), (Pelham customers), (Moultrie, Doerun, and Norman Park customers), (Baconton customers)
  2. Select one of the Web Email Client links
  3. Enter your user name and password and click on the login button
  4. Click on the email Settings link on the lower left

You must know your current password in order to change it. If you do not know your current password, contact Technical Support.

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Internet Explorer says I’m working offline. How do I get online?

When in offline mode, you can only view web pages that you have stored on your computer (versus retrieving the pages from the Internet.) When you attempt to get online, Internet Explorer will produce a box that reads, “Web page you requested is not available offline. To view this page, click Connect.” You will have the option to Connect or to Work Offline. Click the Connect button to view the requested page.

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Internet Explorer’s Connection Wizard keeps popping up. How do I get rid of it?

A dial-up wizard will pop up when you open Internet Explorer if the browser is not set to connect using your local area network (LAN). To correct this, click on the Toolsmenu at the top of your screen and then click Internet Options. In the window that pops up, click on the Connections tab at the top. Click the Setup button in the top right-hand corner of the window.

Now, select the option to Connect Manually or through a local area network (LAN), and click the Next button. Select the option to Connect using your local area network (LAN), and click the Next button. Automatic discovery of proxy server, Use automatic configuration script, and Manual proxy server should NOT be checked.

Click the Next button. Select No when asked to setup an Internet mail account, and click the Next button. Click the Finish button, and Internet Explorer will be configured to connect using your cable modem.

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How do I set up my email account?

Visit our Support Page and go to the Setup & Connections section for detailed information on setting-up your email account.

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Outlook Express won’t save my password. Why not?

Outlook Express may not have been configured to save your password.

To turn this option on, open Outlook Express, and click on Tools. Next, click on Accounts, and then click on the Mail tab. Now, click the Properties button on the right hand side, and then click on the Servers tab. Near the middle of the page, you will see your Log On name and Password. Beneath the password box, check the box that reads Remember password. Click OK, and then click Close.

Outlook Express will ask you for your password one last time but should not ask for it again.

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Can more than one computer connect to the Internet at one time?

Yes, you can connect multiple computers to the Internet. A router or hub will be required. If you have dialup service, you may only have one computer per userid connected to the Internet.

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How can I get a static IP address?

A static IP address is available upon special request. Please contact Technical Support for more information.

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Can I get my email when I’m away from my computer or on a trip?

Yes. If you have access to the Internet, direct your Internet Browser to: (Thomasville customers), (Camilla customers), (Cairo Customers), (Pelham customers), (Moultrie, Doerun, and Norman Park customers), or (Baconton customers)

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How many email addresses do I have?

One, but additional email addresses are available for only $2.50 each per month.

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If I have dial-up Internet access, why do I get disconnected periodically from the Internet?

This could be due to many things such as:

1. Line noise — this can present itself under numerous conditions, such as a call-waiting tone, bad weather, faulty phone lines somewhere between the modem and phone company’s switching service, etc. Some modems can “correct” line noise better than others, so the quality of your modem can have quite an effect on how it responds to line noise.

2. Sometimes high-speed modems fail at attempts to retrain themselves and, because a reliable connection can no longer be established, they disconnect from each other. This is commonly attributed to line noise or faulty wiring.

3. Faulty wiring can definitely cause disconnects and inconsistent connection speeds. If a phone wire has a short in it somewhere and different wires are touching each other, all sorts of irregular behavior will occur, sometimes preventing you from connecting.

You may also email or call Technical Support for additional information.

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How can I test my Internet connection speed?

Visit our Speed Test site at the following address to test your connection speed: CNSNext Speed Test

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What is bandwidth?

Bandwidth is used to express how much data is available on a given transmission path. This is usually measured in bits-per-second. A full page of English text is about 16,000 bits. A cable modem can move up to 1,000,000 bits in one second!

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What is a cable modem?

A “cable modem” is a device that allows high speed data access (such as to the Internet) via a digital TV (CATV) network. A cable modem will typically have two connections: one to the cable wall outlet and the other to a computer (PC).

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How does a cable modem work?

Cable modems operate as their name suggests, by Modulating and Demodulating cable transmission signals. The CNSNext state-of-the-art headend unit receives the high-bandwidth data from the Internet and transfers it to your home or business. Your cable modem receives the high-speed data, and the Ethernet card translates the data to your computer.

The fact that the word “modem” is used to describe this device can be a little misleading, only in that it conjures up images of a typical telephone dial-up modem. Yes, it is a modem in the true sense of the word - it Modulates and Demodulates signals. But the similarity ends there because cable modems are far more complicated than their telephone counterparts. Cable modems can be part modem, part tuner, part encryption/decryption device, part bridge, part router, part NIC card, part SNMP agent, and part Ethernet hub.

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How does a cable modem connect to a computer?

CNSNext uses Ethernet 10BaseT connectors for our modem connections.

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Can I install a cable modem myself?

In order to ensure that your service is configured for optimum performance, we provide free installation of your cable modem by a certified installer.

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Will a cable modem replace my current modem?

While connected to the CNSNext cable Internet service, you will be using a cable modem and not your phone modem; however, you may want to keep your phone modem in the event you move to an area that doesn’t provide cable Internet access.

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Can I buy a cable modem?

We provide and maintain your cable modem to you free of charge as a part of your high speed Internet service.

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How do I protect my computer from "spam" or unwanted email?

Spam is rapidly flooding the Internet. It is basically numerous copies of the same message sent to various email addresses, usually in an attempt to force a message on someone who would not otherwise choose to receive it.

Contact Technical Support for specific instructions to protect your computer from "spam".

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What do I do if my cable modem is not connecting?

Look at the lights on your modem and take notice of which ones are flashing or solid and what color the lights are. All modems have one light for the status of the cable connection. It might be called the R/F, cable, or WAN light (if labeled). With most cable modems, it will be solid green if the connection from your modem to CNSNext is good. Consult your cable modem manual for interpretation of the lighting patterns or call Technical Support for further assistance.

Most cable modem connection problems can be resolved with a power cycle. A complete power cycle consists of unplugging the cord that provides power from your wall. You can unplug it from the wall or the back of the modem, but be sure to leave it unplugged for at least 30 seconds. Save open files, close open programs, and shut down the computer, and router (if applicable).

After 30 seconds, check the connections from the modem to the computer. Be sure the Ethernet cables are snapped in all the way and not kinked or damaged. Be sure the coaxial cable is tightened at the back of the modem and the wall jack.

Plug back in the cable modem and try holding the reset button for a few seconds (if you have one). Just wait for the Cable or R/F light to become solid green, and then turn on your computer (and router if applicable). Call CNSNext if this does not resolve your problem.

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What do I do if I just bought a new computer, plugged it in to my cable modem, and it doesn’t work?

A complete power cycle or two should do the trick. Turn everything off for 1-2 minutes and turn it all back on. You’ll need to power cycle anytime you change any equipment, upgrade or downgrade your speed, or change the number of computers assigned to your account.

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What should I do if my cable modem is connected, but my computer won’t connect?

Always start with a complete power cycle and reboot the computer. Sometimes other people using your computer accidentally misconfigure it, and this may prohibit your computer from connecting to the Internet.

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How do I share my cable connection with another computer (or more?)

It is possible to have more than one computer use the cable connection, if you network your computers together. All the computers must have a NIC or network interface card installed. Purchasing an Ethernet hub or switch will split the Ethernet that comes out of your modem into more lines. Be sure to purchase the correct length patch cable if your computers are in the same room. If they are in different rooms, you will need to run Cat5 network cable in the house. We do provide on-site networking services, and you’re welcome to call us for details and prices.

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Will the cable modem affect my cable television channels?

No. There is no interference between cable television signals and Internet data in a coaxial cable. The two signals travel at different frequencies and do not interfere with each other.

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Can I have more than one computer hooked up to my modem?

Yes, but a hub must be installed to do so. A hub is very similar to a multi-outlet power strip. Once the hub is connected to the modem, additional computers can be connected to the hub in order to share the Internet signal. Each computer will need an Ethernet card to interface with the hub.

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