Many people don't know that the Moxi DVR has an integrated cable modem that is used to download guide data and system updates, among other maintenance tasks. If the cable modem is unable to go online to download guide data at regular intervals, the stored data will run out and you'll be left with no current or upcoming episode info for all your channels. Therefore, it's best to approach the problem as if it were a regular HSI modem issue.

Though there are not external status indicators for the internal modem, the Moxi has a plethora of information in it's hidden diagnostics. To access the diagnostics to check the internal modem status, press and hold the 'Menu' and 'Ok' buttons on the front of the unit until the diagnostics display on-screen. Now, using either the remote or front panel of the Moxi, navigate to option 6 using the directional keypad and press 'Ok'. Then, navigate to option 63. This will show, among other data, the status of the internal modem. The modem is sync'd and online when the Status Value = 12-Operational. You will also see the signal levels reported by the Moxi's cable modem. For more information, please visit the SPL Moxi FAQ. The signal specifications are listed under Connectivity Diagnosis.

If the modem is showing that it is connected, but you still don't have guide info, look on the back of the unit for the DOCSIS MAC (it should start with 00067) and write it down. When calling Charter support, kindly ask them to check that the MAC address you wrote down is active in your account in the provisioning system. If that checks out, a service call may be your only option to resolve the problem.

feedback form feedback form

by defiant