Please post the following info or as much of it as you can:

For ALL issues, answer this section, then answer one of the following sections that are specific to your problem:

•A description of the problem. (i.e. lost connection, slow speeds, high pings, etc...)
•Date and time of when the problem started.
•Is the problem constant, intermittent, or does it occur at a specific time of day?
•Your location. City and state or zip code.
•Your modem make and model.
•Give a description of any home networking setup you may have.
•List any firewall and/or anti-virus software you have installed.
•MOST IMPORTANT: The modem MAC address, located on the bar code label on the modem. This helps any unofficial Adelphia tech help immensely. Posting the MAC Address of your modem is perfectly safe.

If you have a problem with a lost or intermittent connection, also post:

•A list of the lights on the modem and if they are steady or flashing.
•Post signal levels. See this: /faq/5861
•Write a brief description of the cable in your home leading to the modem, also note if it was done by Adelphia techs or someone else.

If you have problems with packet loss, latency, or routing, also post:

•First read this: /faq/8766
•Then post a trace route to the server you're having problems with. Use PingPlotter for the best results.
•Don't believe the routes plotted on maps by programs such as NeoTrace, VisualRoute, WhatRoute, etc. They are often, very wrong.

If you have a problem with slow speed, also post:

•Post a speed test. Adelphia has one available: »speedtest.adelphia.net
•Post a trace route to the speed test site you used. Again see this link first.
•Post a tweak test result: /tweaks

If you have problems with email or Usenet access, also post:

•List the program name and version you are using for access.
•Post the server address you are trying to use.
•Post the exact error message that's displayed (if one pops up).
NOTE: NEVER post your email address in a public forum (like this one), remove it from any error message you post.

For any other problems or if I missed something you think may help:

• Post the information you think we might need to know to help you.

In all cases, any help you may receive here is unofficial in every way and in no way is it supported or encouraged by Adelphia (employee's occasionally come in for a peek though). In fact, almost everybody who posts in the Adelphia forum has no relationship with Adelphia other than being customers that had problems, just like you.

If you are looking for official Adelphia tech support, call 888-683-1000 or goto: »www.adelphia.com

The more information requested above that you post, the easier and quicker you can get help.
If you don't know what any of this means, just ask. If you're polite, someone will gladly help.

Click HERE to start a new thread in the Adelphia HSI forum.

got feedback? got feedback?

Any feedback you provide is sent to the owner of this FAQ for possible incorporation and shown publically as well.

by MacLeech edited by swcox
last modified: 2005-08-26 12:37:29