Retraining Modems & Set-Top Boxes
Equipment You Will Need to Access
- Set-Top Box: a silver/black piece of equipment on or near your television.
- Modem: the black box with the lights on it.
- Power Supply: small black round cords which plugs into the set-top box and the modem.
Before calling S•GO Video, take the following steps in an attempt to restore your television or Internet if the service is not working properly.
First, verify that all connections are secure to the modem, the computer, and the phone jack. Unplug each connection and plug it back in to ensure that it is fastened securely.
- Unplug the power supply from the back of the set-top box(es)* and leave it unplugged.
- Unplug the power supply from the modem.
- Leave the modem unplugged for a minumum of 30 seconds and then reconnect the power supply.
- On the front of the modem, watch the light labled "ADSL." It should come on within 10-15 seconds of regaining power. It should start flashing, and gradually flash more rapidly. Then it should change to a solid green light.
- Once the light is solid green, plug the power supply back into the set-top box. This should bring the service back up.
- If service does not return, please call 417-776-5500, option 2, to report the problem.
Note: It is in your best interest to follow the steps outlined above before calling for assistance. If a technician has to come to your house to retrain your equipment for you, or for any other issue that is not an S•GO equipment problem, there will be a $50 trip charge on your next monthly bill. This charge is non-negotiable.
