Optimum Online FAQ - dslreports.com

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Reproduction of all or part only with our permission..
This FAQ is edited by: Lex Luthor

It was last modified on 2008-10-16 16:08:06

1. General Questions

Does OOL provide support via DSLR?

No, not anymore.

Although Cablevision doesn't formally provide support here, there are some Cablevision employees who do frequent our forums.

When will OOL be available in my area?

OOL personnel here have to avoid doing serviceability research for the DSLR community because in the past they have found that the information they can gather is usually no better than what is publicly available on the OOL Availability Lookup Site, doesn't help make the construction any quicker, and takes significant time away from their jobs and the jobs of those they must contact. Also, if the construction schedule were to change, you would be disappointed and their credibility would suffer. It's also very easy for them to get a date from one department, only to find later that another department has required work that will change the date.

In other words, you'll get the best information by visiting the OOL availability Lookup Site. You might also be able to get availability by escalating through the support phone channels.

How can I sign up for OOL?

First, check the links at the top of the forum to see if it's available in your area (note: to even have a shot, you must be in area where cable TV is serviced by Cablevision, Inc.)

You can call 1-888-4-Optimum and sign up over the phone. OOL will have a modem delivered right to your door. There have been many reports where the modem the person requested was not the one sent, so if modem selection is important to you, it's suggested you go to the Wiz.

Either way, it also can't hurt to ask what promotions are currently running. OOL does have promotions from time to time and some are not highly advertised so it's possible you might not have known.

OOL has a 30 day money back guarantee if you don't like the service or something doesn't work right for you.

What is OOL's return policy?

OOL (Wiz or Direct) will issue a full refund / modem exchange within the first 30 days of service. You must also have your receipt and box to make the refund / exchange.

Can I buy my own modem?

Yes.

But why?

In general you are best off getting your modem directly from OOL/Wiz. For $(see OOL website for current pricing) with a 1 year term (penalty=see OOL website for current pricing), as long as you aren't moving our of OOL territory in the 1st year, you most likely won't find a better deal financially.

If you want to get your own modem, OOL will let you. It must be DOCSIS compliant. You are best off to get one of the modems OOL is currently selling directly at the Wiz. You'll have a better chance at getting a higher level of support since those are the companies OOL has a relationship with. You also run the risk of not getting new firmware releases if you don't get a modem OOL is familiar with. Still, you can get any modem you wish, as long as it's DOCSIS compliant.

If you do get your own modem, just remember to call tech support to register it's MAC address in their system or you'll be shut off after 9 days.

What are the email addresses for contacting OOL?

The following addresses should be used based on the issue you are trying to resolve.

For SPAM, hacking, port scanning, trojans, copyright infringement, child porn and any other form of TOS abuse, where the source of the attack or offense is from an Optimum Online account/address, use abuse@optonline.net.

For attacks or offenses initiated by a non-Optimum Online account/address, you should contact the ISP of the offending party and not Optimum Online.

If you wish to report a life-threatening situation, please contact your local law enforcement agency immediately. A follow-up report should also be made to abuse@optonline.net.

For support issues, service problems, newsgroup addition requests, acknowledging someone from OOL going out their way to help, etc. use support@optonline.net.

How long will I have my IP for? Is it static?

OOL does not offer static IP addressing.

The most likely reasons for an IP change are:
1) OOL splits your node and you wind up in the part of the split which was assigned new IP addresses.
2) You don't turn your PC on for longer than the DHCP lease period (usually 3.5 days) AND someone new in your area signs on and grabs your IP. If you have a router, it will hold your IP rather than the PC.
3) You change your NIC.
4) You have a router and change the cloned NIC MAC to another MAC.
Most people have reported a couple of IP changes annually.

A static IP is availabile with Business OOL.
»optimum.custhelp.com/cgi-bin/opt···opview=1

Can I run a server on OOL?

First of all, running any server or abusing bandwidth are both violations of the Optimum Online Terms of Service (TOS). OOL is within their rights to terminate their agreement with you if you are caught running a server or abusing bandwidth.

While running any type of server is a violation of the TOS from a strict legal standpoint, the reality of it seems to be that it's the bandwidth usage (mainly the amount you upload) that OOL is most concerned about. If you keep the bandwidth usage "normal", OOL will most likely not have a problem with your server. That is just my opinion and is not OOL corporate policy.

In addition, if you are trading copyrighted materials over your OOL connection, OOL could terminate you for a TOS violation and could be under legal obligation to identify you to appropriate authorities in court-order situations.

Optimum Online Service is provided to subscribing households for non-commercial use. Running a server for commercial purposes is a violation of the TOS and can lead to your agreement being terminated.

If you do decide you want to run a server, at your own risk, I would suggest that you keep an eye on your bandwidth usage (again, mainly the upload usage).

Some of the more popular types of servers include, but are not limited to, Web/HTTP servers, FTP servers, SMTP mail servers, P2P file sharing programs, etc.

The most common server used is probably P2P file sharing (such as "Kazaa"). If you use P2P software, use it wisely.

Many of today's server programs allow you to set bandwidth limits. When you find the program's option to limit the bandwidth, I'd suggest setting the maximum upload speed to somewhere in the 16-18KBytes/sec (128-144kbps) range. Please make sure that if the program asks for the number in KBytes/sec, you enter it in KBytes/sec and if it asks for it in kbps, you enter it in kbps. You could easily wind up allowing 8 times more bandwidth then you intended for if you do it wrong. For a bits vs. bytes "tutorial", click here.

Depending on the type of server, I'd also suggest not running your server 24/7. If you are not at the computer actively using the server, perhaps you'd want to shut it down.

In some cases, OOL has capped the upload speed to 150kbps for people they feel are abusing the system. You can call technical support to have the cap removed. It's unknown how many times OOL will uncap you, should you get capped multiple times.

What Ports are Currently Blocked by OOL?

Incoming Ports 25, 80, 135 through 139, 1080, and 8080 are currently blocked.

Some OOL users claim that there are others, but it has not been "proven" over the entire OOL network.

Can I upgrade my "old" modem?

If you purchased your old 3Com CMX, Sharkfin (HomeConnect) or Motorola SB3100 when you signed up for OOL, then the answer is most likely yes. Just bring the old modem to a Cablevision walk-in center and explain to them that you are experiencing frequent disconnects (many people do) and would like to exchange it for a new (most likely a Motorola SB5100) modem. In most cases, you will have no problem with the exchange. You may also want to ask for a receipt stating that you now own the new modem being you purchased the original from OOL.

If you already have a Motorola SB4100, Motorola SB4200, Terayon Terajet or you bought a Toshiba on your own, you'll see no added benefits in upgrading to a Motorola SB5100.

What MODEMs are Compatible With OOL's New Tiers?

The following MODEMs are compatible with OOL's 15/2 and 30/5 (BOOST) plans. The manufacturer and model number is printed on your device.

MODEMs Compatible with enhanced speed, Standard Optimum Online Service

Motorola SBV5120 OV MODEM

Motorola SBV5121 OV MODEM

Motorola SB5100

Scientific-Atlanta DPC2100

Scientific-Atlanta DPX2203 OV MODEM

Motorola SBV4200 OV MODEM

Motorola SBV4501 OV MODEM

Motorola SB4200

Innomedia EMTA 3528-4e (Business customers only)

MODEMs Compatible with Optimum Online Boost service

Motorola SBV5120 OV MODEM

Motorola SBV5121 OV MODEM

Motorola SB5100

Scientific-Atlanta DPC2100

Scientific-Atlanta DPX2203 OV MODEM

Innomedia EMTA 3528-4e (Business customers only)

Non-compliant MODEMs

Motorola SB4100

Motorola SB3100

MODEMS manufactured by 3Com, RCA, TCE, Terayon, Thompson and Toshiba

What Routers are Compatible with OOL's 15/2 and 30/5 (BOOST) Plans?

There are many routers that seem to work with the new OOL speeds. It is impossible to list all of them here. As new routers show that they can handle the different speed tiers, they will be added to the list. Also, some users might find that a certain router listed here does not perform as it should. Theses routers were chosen because users on the OOL Forum have stated their speeds and were considered to be in the acceptable range for OOL.

The Wired/Wireless column indicates the capability of the router and does not relate to speed.

All potential speeds are using a Wired connection.

All "G" routers have a maximum potential wireless speed of 27mb/s. Actual speeds will vary depending on individual circumstances. It is possible to attain 25mb/s under ideal circumstances.

For full BOOST potential wireless speed a "N" router and card are needed.

All routers have 10/100mb WAN and LAN ports.

When TCP overhead is taken into consideration (a 5 to 12% overhead), these routers should provide at least 13mb on the download side for the 15/2 plan and at least 26mb on the download side for the 30/5 plan. Note: With the change in the download caps, users can see speeds up to 15mb/s + down and and on BOOST 30mb/s + down.

Routers that are capable of 30/5 Speeds also will work with the 15/2 Tier

15/2 Plan (now 16.5/2)

Manufacturer	Model Number	Wired/Wireless	Remarks
D-Link	DI-524	Both	.
D-Link	DI-604	Wired	.
Linksys	RTP-300	Wired	Vonage
Microsoft	MN700	Wired	.
Netgear	MR814	Both	v2. 802.11b wireless mode. Expect about 5mb on the DL side.
Netgear	WGT624	Wired	.
Netgear	WPN824 Rangemax	Both	This router is a mixed bag. So beware.There are issues with the wireless side not being able to get good speeds.Achieves high performance only when in channel-bonded mode.
NetworkEverywhere	NR041	Wired
ZyXEL	P-334WT	Wired	.
ZyXEL	�X-550	Wired	.

30/5 (BOOST) Plan (now uncapped/5)

Manufacturer	Model Number	Wired/Wireless	Remarks
Belkin	Pre-n	Both	Pre "N" Router
Belkin	F5D8231-4	Both	"N" Router
Buffalo	WHR-G125	Both	.
Buffalo	WHR-G54S	Both	.
Cisco	851	Both	$250
Cisco	871	Both	$400
D-Link	WRB-1310	Wired	.
D-Link	DGL-4100	Wired	.
D-Link	DGL-4300	Both	.
D-Link	DIR-615	Both	N Router
Linksys	BEFSX41	Wired	.
Linksys	BEFSR41	Wired	v3 or later
Linksys	RVS-4000	Wired	Gigabit LAN ports. Disabled IPS for full speed; otherwise about 18mb DL.VPN capable.
Linksys	WRT54GS	Both	.
Linksys	WRT54GX	Both	.
Linksys	WRT54G	Both	.
Linksys	WRT54GL	Both	.
Linksys	WRT150N	Both	"N" Router
Linksys	WRV 200 "Rangebooster"	Both
Netgear	WGR614	Wired	Note: Must upgrade FW to v 2.x to get BOOST Speed.
Netgear	WPNT834	Both	RangeMax 240
Netgear	FVS338	Wired	Must disable Keyword filtering; 8 LAN Ports
ZyXEL	2 Plus	Wired	$170 retail
ZyXEL	P-330W	Both	.

Thanks to Irish Shark for this FAQ.

Can I opt-out of the DNS Assistance Service?

Go here to opt out - »www.optimum.net/Article/DNS

Yes, you can opt-out of the service. If you opt-out of the service, you will no longer receive any search based help when you misspell or mistype a web address, but instead you will receive browser error messages. When you opt-out of the service, it will affect all computers that are in your household and accessing the Internet by Optimum Online Service.

More here - »What's up with OOL domain servers now?

2. Setting up and Testing your Modem

Should I connect via Ethernet or USB?

Ethernet!

There have been numerous reports of speeds increasing substantially when users switch from connecting their modem via USB to connecting via a NIC.

If there is any way possible you can connect via an ethernet NIC, I strongly recommend you do.

It's quite possible dumping the USB connection will help out with other problems/issues as well.

What NIC should I use?

For the most part, any ethernet NIC will work just fine. I'd only suggest that a PCI NIC would be best (although you might be ok with an ISA card, as well).

As far as the brand, almost all NICs perform identically, speed wise. Any of the lower cost NICs should do just fine (linksys, soho, d-link, etc). A low cost NIC can be easily had for less than $20 if you look around a little.

The expensive NICs (3com, Intel) buy you better technical support/updated drivers for new OSs, if anything at all.

I would certainly recommend that you, at least, start with a low cost NIC.

What Splitter Should I Use for OOL?

If you have CATV and OOL you may need to split your main CATV line that drops from the pole or underground. Although a �direct drop� (dedicated CATV line for OOL) is best for OOL, it is not always possible or cost effective.

Your OOL connection to your cable MODEM is best achieved by splitting the signal at the first splitter. You will need a good quality splitter rated at 5 to 1000Mz. with an input impedance of 75 ohms. It should have two splits of no more than - 3.5dB each (insertion loss). The other factor is the tolerance limits on the -3.5dB split. A splitter with a tolerance of + - 3.0dB is not as good as one with a tolerance of + - 1dB. In no case buy a splitter with more than - 4dB loss.

One side of the splitter will be used exclusively for your cable MODEM connection. Do not add any additional splitters after the first split. While the other split is used for your CATVs. This line can be further split for additional TVs.

If you have multiple TVs, a 3 way splitter can be used in the first split. The specs are the same as for the 2 way splitter, except you will have a � 3.5dB split (for the cable MODEM) and two � 7dB splits for the TVs.

Unused splits should be terminated with a 75 ohm terminator.

How can I tweak my connection?

As you may or may not know, Windows default TCP/IP settings can hold back ones speed with a broadband connection. It may be necessary to tweak your settings to get your optimal speeds.

Download DrTCP using the link at the top of the Optimumonline forum.

As a starting place, set your Tcp receive window to 64240. Choose your network card in the adapter settings dropdown box and set the MaxMTU for your network card to 1500.

Apply, exit and reboot.

Re-run the speed tests at the top of the forum. There is a good chance you will see a HUGE jump in speed from the default windows settings.

Those settings are the best for a good many people on OOL, but not for everyone. To try to tweak further, either read the Tweak forum FAQ and/or post for help in the Tweaks or Optimumonline forums. You probably will only see minor jumps in speed from here on out, though. Some people suggest you make keep your RWIN a multiple of 1460. I'm not sure if that actually helps or not, but it can't really hurt.

If you decide to use an RWIN>65535 and use Win95/Win98/98SE, you need to install the microsoft vtcp.386 update found here:
vtcp.386 update for Win98/98SE
vtcp.386 update for Win95

In addition, for an RWIN>65535 to be recognized, you need to turn on Windows Scaling using DrTCP or other utility.

You also might want to check for updated drivers for your NIC. In some cases, that has resulted in a speed change.

Note: Changes only are effective after a system reboot.

Mac owners might want to read here for more:

How can I check out my signal levels?

3Com Sharkfin
Older Firmware: »149.112.50.65
Newer Firmware: »192.168.100.1
user=User
password=Password

Motorola Surfboard: »192.168.100.1
If required to login use:
user=admin
password=motorola

Terayon Terajet 110: Doesn't have this feature
3Com CMX: Doesn't have this feature
Other modems: I don't know
/faq/2815

In addition, if you suspect your modem levels are off, you can start a new thread and ask ooltech to check your levels remotely for you.

Running DocsDiag to see detailed modem info

You can use a program called DocsDiag to extract information from the modem. You'll need to temporarily change your computer's or router's IP address when running the program, but you won't have to change any wiring. If your computer is connected directly to the modem, you can use the following instructions if you're running Windows 98/98SE; if you're running another OS, you should determine how to change your PC's IP address before proceeding. (If you have a router, it doesn't matter what OS you're using.)

1. Visit the DocsDiag home page and download the docsdiag.zip file. Unzip the downloaded file to extract docsdiag.jar.

2. Change your IP address to 192.168.100.2 and subnet mask to 255.255.255.0. You can use one of the following methods if it applies to your system (note your current settings before you change them):

Start

Settings

Control Panel

Network

Configuration

TCP/IP

Properties

IP Address

Specify an IP Address

192.168.100.2

255.255.255.0

specify an IP address

192.168.100.2

255.255.255.0

0.0.0.0

Static

192.168.100.2

255.255.255.0

0.0.0.0

3. In the MS-DOS window, enter the following command:
For machines with Microsoft's Java Virtual Machine

  jview /cp docsdiag.jar docsdiag

For machines with Sun's Java Runtime Environment

  java -cp docsdiag.jar docsdiag

This should produce output with your signal levels and firmware version. Go here to see what your signal values should be.

4. Put your IP address back to dynamically assigned by restoring the original settings you changed in step 3:

TCP/IP Properties

Obtain an IP address automatically

Dynamic

In addition, the following works for Toshiba modems:
To access the built in diagnostics, set your ip statically to 192.168.100.2, set your subnet mask to 255.255.255.0 and set your gateway to 192.168.100.1. Enter 192.168.100.1 into your browser you'll see the diagnostics page.

What should my modem levels be?

Receive: -15dbmV to +15dbmV
Transmit: 30dbmV to 55dbmV
Carrier/Noise Ratio: >30dB

The closer to the center of the spec, the better (for receive and transmit).

As you get closer to the edge of the spec, you might start to see some connectivity problems.

Note: signal strength does not really affect speed. So as long as you aren't getting disconnects/pauses/packet loss, you probably are ok, even if you are nearer the edge of the spec.

What do I do if my modem levels are poor?

Take a look at how your connection is set up.

Make sure that your splitter is rated to at least 750MHz.

Are you using multiple splitters?

If so, try to get the modem on the first 2:1 splitter.

If you have a 3:1 splitter, make sure you put the modem on one of the 2 splits that have a lower db loss (the db loss for each leg of the splitter will be printed on the splitter itself).

In general, it's best to split the cable only once before it hits the cable modem.

Also, possibly try replacing the splitter, maybe replace some of the cabling, tighten all your connectors, etc and then re-check your levels.

If all that doesn't get you into a good range, it might be time for a service call.

How do I know what firmware version I have?

With any modem on the OOL network, you can run DOCSDIAG to find out the software version. For more information on how to run DOCSDIAG, look here »Optimum Online FAQ »Running DocsDiag to see detailed modem info

For Motorola SB3100, SB4x00, and SB5x00 modems, you can use the internal 192.168.100.1/mainhelp.html you will see the version identified at the top of the page.

What about Cable Amplifiers?

Signal boosters(Amplifiers) usually cause more noise on the line which will result in disconnects. Also it will kill the upstream signal (out of spec). Amps on a cable modem are never a good idea.

Bottom Line: Avoid any "booster" or "Amplifier" devices on your Cable Modem Line.

3. E-Mail Setup

What are OOL's email parameters?

You are allowed to have up to 5 email addresses. Each email address gets it's own email box. To add/delete email address go to the OOL Account Management System

What are OOL's email limits?

Optimum Online allows you to have up to 5 email addresses.

Each e-mail address on your Optimum Online account includes 500MB of storage space. Optimum Online Boost Customers receive 1GB of e-mail storage space per address.

The maximum size of any inbound or outbound e-mail is 20 MB per message. This includes the total size of the message itself and any attachments to that message.

You can send out a message to a maximum of 50 recipients at one time.

How can I check my mail via the web?

You are able to check your OOL (and other ISP) email by using the mail2web service at:

webmail.optonline.net

Enter your full email alias along with your email password.

If you delete the mail here, it will delete the mail from your mail server as well.

You can also use this service to send email and to view your bulk mail folder.

How do I submit missed, unwanted spam e-mail messages to be filtered.

1. Ensure your e-mail program is configured to forward the missed spam e-mail as a MIME encoded attachment; see instructions below on how to configure your specific e-mail client.

Microsoft Outlook:

Under the "Tools" menu, select "Options."
Under the "Preferences" tab, press the "E-mail options" button.
On the bottom half of the window, under "When forwarding a message," select "attach original message" from the drop-down menu.

Netscape Messenger:

Right click on the message you wish to send and select "forward as an attachment."

Optimum Online Webmail:

Select the missed (or unwanted spam) message, then select Forward. Optimum Online Webmail enters the subject of the original message, prefaced with Fwd:. Attachments that came with the original message are included.

2. Send the missed spam e-mail message to spam@cv.net.

3. You must submit any missed spam e-mail messages within three (3) days of your receipt of it in order to have effective rules written to filter the missed spam.

How do I submit e-mail messages that have been miscategorized as Spam?

1. Select the desired e-mail message in Webmail, then select Forward. Optimum Online Webmail enters the subject of the original message, prefaced with Fwd:. Attachments that came with the original message are included.

The original message appears in the attachment field labeled original message. New attachments if any sent with the original message also appears in the attachment field along with the original message forwarded.

2. Send the wanted e-mail message to notspam@cv.net.

3. You must submit any wanted or "good" e-mail messages within three days of your receipt of it in order to have effective rules written to remove that message from the SpamAway filter.

Can I use a non-OOL SMTP (outgoing mail) server?

In many cases, non-Optimum Online SMTP servers are blocked. This is a measure meant to reduce the ability of infected PCs on the OOL network from sending massive amounts of spam email (see Optimum Customer service- "Port 25 and Optimum Online"). There are a few workarounds.

-Business OOL does not have this restriction, and Boost subscribers can remove the restriction freely.
-You can use SMTP over a nonstandard port (465, 587) if you provider offers the option.
-If your provider offers STMP secured by SSL, that works too.
-Outlook (and other email carriers) will allow you to use the Optimum Online SMTP server (and your OOL login) if there is no other way to get outgoing email working. This will allow you to use a desktop email client and emails will still appear to come from the non-OOL email. Unfortunately, this has drawbacks- messages sent via this message will (usually) not be saved in the "Sent Mail" folder on the server.
-In a worst case scenario, you might have to use webmail instead.

4. Troubleshooting

I ran a tweak test and I see packet retransmissions, why?

There seems to be an issue with packet transmissions when running the DSLR Tweak Test.

If your efficiency is over 75% or so, I wouldn't worry about it.

It appears as if the packet retransmissions are occurring somewhere out on the internet between your OOL connection and the DSLR tweak test. That is normal internet behavior and is not a problem with your connection.

As an alternate test, I'd suggest testing your connection here. If your efficiency is greater there, then I definitely wouldn't worry about it at all.

How do I test for packet loss?

Find out your default gateway by going to start-->run-->winipcfg (ipconfig for XP/2000/NT) and selecting your network card in the dropdown box.

If you have a router, the above process will only give you your router IP, instead you will need to go into your router configuration page and find your default gateway there.

Open up a dos box.

Let's say your default gateway is 24.188.240.1

Type ping 24.188.240.1 -t

Let the test run for a minute or two then hit ctrl-C to end.

If there is more than 2% packet loss, you probably have a serious problem that needs to be investigated.

If you do have packet loss, try to re-run the test a few times to see if it was just some sort of anomaly or if it's definitive.

Why is my modem activity light constantly flashing (even if my pc is off)?

Some flashing of the activity light, even when the computer is not in use, is completely normal. In most cases, this traffic consists of ARP broadcast packets. ARP, which stands for Address Resolution Protocol, is used by TCP/IP to translate IP addresses into their associated MAC addresses, a process which is required for network operation. (The DOCSIS and Ethernet hardware in devices like cable modems, digital cables boxes and the cable modem termination system use MAC addresses when transferring data)

On a few older modems, some additional flashing is caused by multicast packets. Although these are usually filtered out, some modems flash their activity light before the application of the filter.

Once one has established their machine is virus free and firewalled, there is no reason to be concerned about flashing of the activity light. The downstream has *plenty* of capacity to handle this traffic, so it should not cause any performance degradation.

---
Submitted by Bichon

How do I request a firmware update?

OOL will "push" new firmware revisions out to your modem once they have tested the code and deem it "ready for public use".

If you don't have the newest firmware, but aren't having any problems, don't worry about it, you probably are best to leave well enough alone.

I've upgraded firmware on my 3com sharkfin and the diagnostics page is gone.

Visit JayKLM's web site for detailed instructions.

I'm Experiencing Packet Loss, What do I do?

The first major cause of packet loss would be signal level trouble. Once your signals check out, packet loss is usually a network problem, not a problem inside the house. That said, it is required procedure by Cablevision that each trouble call be qualified with a check by a service tech prior to referral.

This step can be bypassed only if there is documented evidence of others with the same problem on the same node (multiple troubles reported to Cablevision Customer Service), or something else out of whack, such as Cablevision's Network Monitoring Systems reporting a high error count or bad signal to noise reading on the upstream at the CMTS.

There have been cases of packet loss (with otherwise good signals) caused by an intermittent connection at the tap, ground block, splitter, or other inside wiring. They want to eliminate these possibilities first. Also, the service tech can check signal levels, and also see if it's the modem itself that's causing the packet loss.

As a rule of thumb, the following procedure is recommended for anyone reporting packet loss:

1) Check signal levels /faq/1083. If any levels are out of spec /faq/1084, all bets are off for packet loss.

2) Document it. Run ping tests to the default gateway and note the results. See if it's a particular time of day, weather condition, etc. when it happens.

3) Contact Customer Service and request a ping test when the problem is happening. Let them schedule a service call preferably during a 'problem' time.

4) Have patience for the referral process to work.

For any cable operator, intermittent packet loss caused by intermittent noise or interference on the upstream plant is probably the most difficult problem to isolate and fix. It takes some time and considerable effort. Unfortunately, it's also something that the customer usually cannot do anything about themselves.

5. Speed

What speed caps does OOL use?

OOL has a 15Mbps download cap and a 2Mbps upload cap. There are still some areas that are 10/1, but in the process of being upgraded.

OOL also has been capping the upload speed to 150kbps for users who have upload excessively. OOL has not defined the criteria they use to determine who gets capped.

It's my opinion that if you stay within the guidelines suggested here that you most likely will avoid being capped.

You can call technical support to have the cap removed. It's unknown how many times OOL will uncap you, should you get capped multiple times.

How can I test my speed?

At the top of the forum, you'll see three speed test links.

The OOL FTP speed test will begin a file download, while the other 2 tests use a web application.

Please note that the OOL speed test is in bytes/sec and the other 2 are in bits/sec.

What kinds of speeds should I be getting?

Most people on OOL are capable of getting 4Mbps down and near 1Mbps up. Top speeds seem to be around 8Mbps down.

OOL support probably won't help you much if you are above 3Mbps.

Once you do hit the 4Mbps range, there probably is little you can do to improve substantially. There are factors that are out of your control that can affect your speeds. Nodes are not all created alike.

While OOL seems to not have crowded nodes, remember, we are on cable and speeds can fluctuate at times. Right now, most people get the same speeds at peak times as they do at off-peak times.

How come I'm not getting 8Mbps like you?

It's my feeling that once you are in the 4Mbps range, you are probably near the maximum for your node regardless of how much more you tweak locally.

All nodes are not created equal and OOL has a myriad of different settings they can apply to a node. I guess they try to perform a balancing act between speed and stability on each individual node.

Node crowding doesn't appear to be a problem except for maybe a couple of nodes.

It seems that, for most people, the terajet is the only modem that can hit 8Mbps. Most other modems seem to top out at around 6Mbps with a few reports of high speeds.

Remember, OOL doesn't guarantee you certain speeds and support probably won't help you until you drop below the 3Mbps range.

Can you please explain kilobits vs. kilobytes?

It will make it easy if we all try to stick with the industry standard abbreviations.

Kilobytes per second = KB/s
Kilobits per second = kbps

Your browser reports speeds in KB/s, the speed tests here at BroadBandreports.com report speeds in kbps.

1 kbps = 1000 bps
1 KB/s = 1024 B/s
1 KB/s = 8.192 kbps
1 kbps = .1221 KB/s

KB/s to kbps
Take KB/s and multiply by 8.192
Example
100KB/s = 819.2kbps

kbps to KB/s
Take kbps and divide by 8.192 (or multiply by .1221)
Example
1000kbps = 122KB/s

Your browser reports speeds in KB/s, so if you see 500KB in your browser your speed is 4096kbps or 4.096Mbps.

The dslr speed tests report speeds in kbps, so if you see 5000kbps, that's equivalent to 610.5KB/s in your browser.

Feel free to try this speed calculator to help with any conversions.

I am getting slow speeds in peak hours. What can I do?

Slow download speeds in peak usage hours which improve in off-peak hours are usually caused by congestion in the Optimum Online network, either at your »Cable Modems and Wiring Issues »Node or at one of the upstream routers.

First of all, check to see that this is actually the problem causing your decrease in download speed. If your speeds are slow regardless of time of day, then you probably have a different problem, and should try »/tweaks. Also check that your modem signals are in range: »Optimum Online FAQ »What should my modem levels be?

If you are still seeing slowdowns in peak hours, you will need to find some way to convince those who can fix the problem that there actually is one. Essentially, you want engineering to split your node or otherwise re-arrange OOL's network so as to eliminate the peak-hour overloading.

One way to do this is to survey your neighbors to see if they are also having the problem. Start by asking your closest neighbors. If you are in an apartment building, you could, for instance, post a note by the mailboxes, with a check-box for people to indicate their situation. Also contact any other neighbors you know, even those who are just acquaintances. If you are the outgoing type, you could do a more general canvas, I suppose. The more people you ask the better -- but you don't need to survey the whole zip code.

As for node boundaries, it doesn't really matter if you get responses from people who aren't on the same node. And you do not need to include responses like "my speed is fine" in your list -- just include the list of those who have complaints. Although, if everyone in the area is saying that their speeds are fine, then you may want to reconsider whether there is actually some other problem specific to you.

Once you have your list, call customer service and politely explain the situation ["My neighbors and I have been having slow speeds in peak times ..., and I was informed that providing a list of affected OOL users in the neighborhood would be helpful to you in diagnosing the problem..."]. If the support person isn't immediately helpful, ask politely to speak to second level support, and repeat your story. Don't forget to offer to fax or email the list of affected users, and always make sure the first thing you do when speaking to anyone at customer support is ask their name and position, and record this information.

Regardless of whether you manage to get customer support to accept your list, you should get them to roll a truck [send a technician to your home]. Politely explain the situation, presenting the list to the technician who shows up. Let them run whatever tests they wish to run -- you will need to prove to them that the problem is not in your own system. Do not get confrontational -- just politely insist that they call in and convey the situation up the chain of command. Try to get the supervisors name and telephone number. Make sure you have a printed copy of the list that the engineer can keep, and insist that they physically attach the list to their copy of the trouble ticket before you sign it. It is important to sign the ticket, and that it indicate that the problem was not inside your home, because otherwise they may charge you for the visit.

Always remember that the whole purpose of this exercise is to get a list of OOL customers with speed problems into the hands of the people who can actually fix the problem -- the engineers in the local office. And keep in mind that if you act politely and professionally throughout the process, so will they.

I don't guarantee that this will work every time, but I have seen it work in the past. It is definitely worth a try.

What is an NDT speed server and why should I trust it?

An NDT [Network Diagnostics Test] server runs on a much faster connection than the usual Speakeasy and DSLR speed tests.

These servers support a Web100 linux kernel as part of the Net100 project to make a network aware OS.

If you try the various Web-100 tests around the country which run on very well connected servers, you should see your actual speed or close to it [these testers are good to 100mbit and beyond.]

The Web100 kernel is optimized to run speed tests on a very fast connection. Data shows you various TCP kernel variables for the transfer from the test server to your client applet.

Your browser's "Java console" may provide additional clues. You may also need to upgrade your browser's java run-time environment (JRE) from java.com - You should be running Java Run-time Environment Version 5.0 , at least.

To date, Update 6 is the latest version of JRE:

»www.java.com/en/download/ie_auto.jsp [MSIE]
or
»www.java.com/en/download/windows_xpi.jsp [Firefox.]

Many users especially 15/2 Upgraded areas and 30/2 OOL-BOOST users prefer these tests.

NDT Tests

• »web100.rit.edu:7123/ (Rochester, NY)
• »jlab4.jlab.org:7123/ (Newport News, VA)
• »miranda.ctd.anl.gov:7123/ (Argonne, IL)
• »netspeed.stanford.edu/ (Palo Alto, CA)
• »nitro.ucsc.edu/ (Santa Cruz, CA)
• »speedtest.umflint.edu/ (Flint, Michigan)
• »whisper.cs.utk.edu:7123/ (Older version of the NDT tester)

6. Sharing

How can I share my connection?

I suggest surfing over to Practicallynetworked.com. They have set up a site that goes into great detail about internet connection sharing.

You might also want to visit DSLR's networking forum.

Can I share my connection with only a HUB?

No.

OOL will assign you one IP per cable modem. There is no possible way (without additional sharing software such as ICS/Wingate) for you to plug your cable modem into a hub and have multiple pcs access the internet at the same time.

If you want to have multiple PCs online at the same time, you must either get a router, a software sharing solution or buy additional modems each with one additional IP (extra charge from OOL applies).

Am I allowed use a router to share my connection?

Yes.

OOL support will probably ask you to remove the router if you call for support, but you don't have to hide the fact that you have one.

It isn't frowned upon one bit and is not a violation of the TOS.

Can I use my modem at another location?

OOL validates paid service by using the MAC address of the modem.

If you have a modem that has its MAC address registered with OOL, it should work anywhere in OOL territory (as long as there is no filter on the line and OOL service is available at that site).

That being said, you may very well be violating your TOS and doing this might subject you to service cancellation.

7. iO FAQ

iO Faq from Yahoo! Cablevision_Digital Forum

This FAQ has been created by the users of the Yahoo! Cablevision_Digital Forum.

Thank you.

Currently, it is still a work in progress.

The most recent copy of the FAQ is here:
http://groups.yahoo.com/group/cablevision_digital/files/iofaq.html

You can visit the forum here:
http://groups.yahoo.com/group/cablevision_digital

�

1��
General Questions

1.1��
What is the purpose of this group?

Cablevision_digital is a general discussion group
for all things related to Cablevision�s iO digital television offering in New
York, New Jersey, and Connecticut.� The
group can be accessed via a web browser at href="http://groups.yahoo.com/group/cablevision_digital">http://groups.yahoo.com/group/cablevision_digital,
or, you may elect to post and receive messages via electronic mail.

name="_Can_I_discuss">style='mso-bookmark:_Toc36803554'>1.2��
style='mso-bookmark:_Toc36803554'>Can I discuss Optimum Online here?

Generally speaking, no.�
Optimum Online discussions are held in the lioptonline Yahoo!
Group.� (The �li� is for Long Island,
but the group has since expanded and includes users from Cablevision�s entire
Optimum Online service area in New York, New Jersey, and Connecticut.)style="mso-spacerun: yes">� See href="http://groups.yahoo.com/group/lioptonline">http://groups.yahoo.com/group/lioptonline
for more information.

1.3��
Can I discuss Optimum Voice here?

Generally speaking, no.�
While there is no specific discussion group for Optimum Voice, it is a
discussion better suited for the Optimum Online discussion group (see �href="#_Can_I_discuss">Can I discuss Optimum Online here?�).

1.4��
Is this an �official� Cablevision support channel?

No.� This group is
not maintained, owned, moderated, or endorsed in any way by Cablevision.style="mso-spacerun: yes">� That being said, there are a few Cablevision
employees who regularly read and post to the group (see �Who
is Wilt Hildenbrand?� and �Who is Rick Spanbauer?�).style="mso-spacerun: yes">� However, they do this on their own time, and
not as an official part of their jobs.

style='mso-bookmark:_Toc35002636'>1.5style='font:7.0pt "Times New Roman"'>��
style='mso-bookmark:_Toc36803557'>Who is Wilt Hildenbrand?

Wilt Hildenbrand is Cablevision�s Executive Vice President
of Engineering and Technology.� He is a
frequent reader of this group, and does his best to provide us with notice of
what�s going on with the iO and iO HDTV service.� For more information on Wilt�s background, experience, and
current projects, see his bio page on the Cablevision web site: href="http://www.cablevision.com/company/content/cor/leadership/wh_bio.html">http://www.cablevision.com/company/content/cor/leadership/wh_bio.html.

style='mso-bookmark:_Toc35002637'>1.6style='font:7.0pt "Times New Roman"'>��
style='mso-bookmark:_Toc36803558'>Who is Rick Spanbauer?

Put a
short answer here (give his title, and kudos for all his help) � does he have a
bio page?

2��
General iO Questions

2.1��
What is iO?

Interactive Optimum (iO) is a digital cable service from
Cablevision.� Features include
additional channels over and above those included in Cablevision�s analog cable
offerings, digital music channels, video on demand, and interactive television
channels.� For complete information, see
http://www.io.tv.

2.2��
What channel packages does iO offer?

Generally, iO offers everything in Cablevision�s analog
Family Cable offering, plus about two dozen additional digital channels.style="mso-spacerun: yes">� Depending on your subscription level, it
also offers multiple channels of HBO, Showtime, STARZ!, The Movie Channel
(TMC), Encore, and Cinemax.� You may
also subscribe to sports packages such as NBA League Pass and NHL Center Ice,
non-package premium channels (e.g., Playboy), and video-on-demand
services.� Channel lineups differ
slightly by location; see http://www.io.tv or
contact your Cablevision office for the current lineup in your area.

2.3��
How are the iO channel packages priced?

Generally, you can add the basic (non-premium) iO channels
to an existing Cablevision subscription for $9.95/month.style="mso-spacerun: yes">� Other packages, which replace your current
service, are available for $64.95/month and $84.95/month (the difference is the
number of premium channels).� Set-top
boxes needed to receive iO services are rented for $2.95/month.style="mso-spacerun: yes">� Video-on-demand services incur additional
cost, as do the various sports packages and non-package premium channels.style="mso-spacerun: yes">� Pricing may vary by area, and may change
over time; see http://www.io.tv or contact your
Cablevision office for current pricing information in your area.

2.4��
What Cablevision systems currently offer iO?

Need
an answer.

2.5��
When will my Cablevision system offer iO?

Need
an answer.

2.6��
Are all the channels in the iO packages digital?

No.� The analog
channels that you currently receive (generally, the 75-or-so channels in the
�family cable� packages) will continue to arrive in analog format with iO.style="mso-spacerun: yes">� But the additional channels you receive when
you switch to an iO package (or add it to an existing analog package) will
arrive in digital.

2.7��
Do I need a set-top box to receive iO channels?

You will need a set-top box (not the same as the one you
may currently have to receive analog premium channels) to receive the digital
channels, order video on demand services, or listen to the digital music
channels.

2.8��
Do I need a set-top box for every television in the house?

No.� Those
televisions that do not have an iO set-top box will continue to receive the
analog channels they receive today (with or without an existing set-top
box).� However, any television not
equipped with an iO set-top box will not be able to receive the digital
channels, order video on demand services, or listen to the digital music
channels.

2.9��
Are all iO channels transmitted in stereo?style="mso-spacerun: yes">� Dolby Digital?� 5.1 Surround?

All digital channels are transmitted in, at a minimum,
stereo and Dolby Digital, but they vary in format from Dolby ProLogic all the
way up to Dolby Digital Version 3 (�5.1�).�
Some of the analog channels will also broadcast surround sound (Dolby
Digital Version 2.1 or 3) at various times according to their programming.style="mso-spacerun: yes">� Some of the video-on-demand premium channels
and some of the non-premium video-on-demand channels are also broadcast in full
Dolby Digital 5.1 surround; a high percentage of them use Dolby Digital Version
2.0.� If you have the SA4200/SA4200HD
set-top box, the Dolby Digital sound is only distributed via the coaxial audio
output; the analog audio outputs are just plain stereo.

3��
General iO HDTV Questions

3.1��
What high-definition channels does iO offer?

With the exception of Bergen and Elizabeth, New Jersey,
four high-definition channels are offered: MSG-HD (channel 146), FSNY-HD (147),
HBO-HD (310), and SHO-HD (330).�� You
must subscribe to a package that offers the standard definition version of a
channel to receive the high definition version.

HBO-HD and FSNY-HD are not currently available on the
Bergen and Elizabeth systems; this should be rectified sometime in mid-March
2003.

3.2��
What high definition programming is on MSG-HD and FSNY-HD?

Most live broadcasts of Knicks, Rangers, and Mets home
games are in high definition on MSG-HD.�
Most live broadcasts of Islanders and Devils home games are in high
definition on FSNY-HD.� Everything else
(including replays of these games) is standard definition (480i) programming
up-converted to 1080i.

3.3��
What about high definition local/network channels (ABC, CBS,
FOX, NBC, PBS)?

Cablevision is currently negotiating retransmission
agreements with the local broadcast stations for carriage of their digital
channels.

3.4��
Which Cablevision systems currently offer iO HDTV channels?

Need
an answer.

3.5��
When will my Cablevision system offer iO HDTV channels?

Need
an answer.

3.6��
Are there any special requirements to receive iO HDTV
channels?

You must have an HDTV capable set with component video
inputs, and you must subscribe to one of the iO service offerings.style="mso-spacerun: yes">� To receive HBO-HD and/or SHO-HD, you must
also subscribe to the corresponding standard definition version of the channel
(i.e., you must subscribe to HBO to receive HBO-HD, and you must subscribe to
Showtime to receive SHO-HD).

3.7��
How much do the iO HDTV channels cost?

At the present time (March 2003), there is no additional
cost for the HDTV channels provided you subscribe to a programming package that
offers the standard definition version of each channel.

4��
General Set-Top Box Questions

4.1��
What set-top box(es) do I need to receive regular (not
high-definition) iO?

Outside of New York City, Cablevision is currently using
the Scientific Atlanta SA4200 for regular iO.�
In New York City, they are using the SA1850.� The primary difference between the two is that the SA4200 speaks
the DOCSIS protocol, and the SA1850 speaks DAVIC.

The Sony DHG-M55CV, which was installed for iO before the
SA4200 (especially on Long Island), is being phased out.style="mso-spacerun: yes">� Customers who have them may continue to use
them, and may even exchange broken ones for working ones, but no new Sonys are
being given out.

The general (but by no means universal) consensus on the
group is that the SA4200 is a better box.

4.2��
What set-top box(es) do I need to receive high definition iO?

The Scientific Atlanta SA4200HD is the �official� high
definition box.� It provides component
video out (as well as lower-quality signals).

The Sony DHG-M55CV is capable of receiving a high
definition signal and sending it out the IEEE
1394 port, however, Cablevision has had problems with this in some areas, and
support is spotty (it�s at the level of �well, as long as it doesn�t break
anything else�).

There are not presently any solutions from Cablevision
that provide DVI/HDMI or �official� href="#_What_is_1394/Firewire?">IEEE 1394 output, although there are plans
to offer them sometime in the future (no specific timetable has been given).

4.3��
Can I use my own set-top box instead of renting one from
Cablevision?

Need
an answer. -- No, and explain why

4.4��
My television has a (built-in, set-top box) high definition
tuner.� Can I use that instead of
Cablevision�s set-top box?

No.style="mso-spacerun: yes">� Over-the-air HDTV signals (the ones that
your tuner is designed to receive) are transmitted in href="#_What_is_8VSB?">8VSBstyle='mso-bookmark:_Toc35002662'>
format.� This format is fine for
over-the-air, but takes up too much bandwidth for use in cable systems.style="mso-spacerun: yes">� Cablevision delivers HDTV signals in href="#_What_is_QAM?">QAMstyle='mso-bookmark:_Toc35002662'>
format, which is much more bandwidth-efficient (it offers other advantages as
well).� In the future, HDTV sets are
likely to include tuners that can receive HDTV cable signals, but there are
none on the market at present.

5��
Scientific Atlanta SA4200 (Regular iO) Questions

5.1��
Where can I purchase my own SA4200?

You can�t.�
Scientific Atlanta sells only to cable companies.

5.2��
Can I self-install the SA4200 or do I need a service call?

Generally, you can pick up the SA4200 at any Cablevision
walk-in center, take it home, and install it yourself.style="mso-spacerun: yes">� If you�re not comfortable doing this, or if
you don�t have a walk-in center nearby, you can also have Cablevision install
it for you.

5.3��
Is there a SA4200 user manual available on-line?

The Cablevision user�s manual is available at href="http://www.io.tv/pdf/sa.pdf">http://www.io.tv/pdf/sa.pdf.style="mso-spacerun: yes">� The quick reference guide is also available:
http://www.io.tv/pdf/sa_quick.pdf.

The Scientific Atlanta user�s manual is available at href="http://www.sciatl.com/explorerclub/getting_started/745461B.pdf">http://www.sciatl.com/explorerclub/getting_started/745461B.pdf.

5.4��
What connections are available on the SA4200?

The current version of the SA4200 that Cablevision is
using has:

Video
Outputs

RF Cable

S-Video

Composite video (Yellow RCA
plug)

Audio
Outputs

Digital via coaxial connection

Analog stereo (Red/white RCA
plugs)

Other

1 power outlet (can be on all the
time, or turn on/off with the box)

1 RF Cable input

style='mso-bookmark:_Toc35002669'>5.5style='font:7.0pt "Times New Roman"'>��
style='mso-bookmark:_Toc36803587'>How do I enter set-up mode on the SA4200?

Press the SETTINGS button twice.� You can now use the directional buttons to navigate the
menus.� There are about 20 settings that
can be controlled via the menus, including setting or editing favorite
channels, video timers, reminders, state of the clock while watching (or not
watching) the set, depth of the audio stream, sleep timer, state of the power
outlet on the back of the unit, channel blocking, pin number, and others.

5.6��
How do I control the SA4200 digital sound output?

From the settings menu (see �How do I
enter set-up mode on the SA4200?�), use the digital sound out
settings.� You can select �Dolby
Digital� or �other.�� Other� is 48 MHz
PCM sound.

style='mso-bookmark:_Toc35002670'>5.7style='font:7.0pt "Times New Roman"'>��
style='mso-bookmark:_Toc36803589'>How do I reboot the SA4200?

Unplug the box from the power source, wait 30 seconds, and
plug it back in.� When the display on
the front of the box shows the current time, the box has successfully
rebooted.� Alternatively, you can reboot
the box from the buttons on the front. Hold down the Vol - / Vol + / Info
buttons together.� Note: it is
possible that, if there are serious iO network problems when you reboot, your
box may not be able to sync up with the iO servers, rendering your iO service
unusable until the network problems are resolved.

style='mso-bookmark:_Toc36803590'>5.8��
How do I view
the diagnostics pages on the SA4200?

Method 1:� On the
box itself, hold down the �+� key in the center of the directional arrows until
the LED next to the message icon on the box starts to flash.style="mso-spacerun: yes">� Then press INFO.� You can scroll through the pages with VOL+ and VOL-.

Method 2:� On the
remote, make sure the switch is set to VOD.�
Hold down the PAUSE key until the LED next to the message icon on the
box starts to flash.� Then press
PAGE+.� You can scroll through the pages
with PAGE+ and PAGE-.

5.9��
The time on my SA4200 just reset?� What happened?

A new version of the Guide or SA4200 firmware was pushed
to your box (by Cablevision).

5.10��
How do I check the transmit / receive levels on the SA4200?

Enter diagnostics mode.style="mso-spacerun: yes">� On the first page, FDC should be in the
range �10 to +10.� Tuner should be in
the range �5 to +5.� RDC is the amount
of signal your box has to transmit back to the head end (-60 is fine).style="mso-spacerun: yes">� All the values should be shown in
white.� If any of them are orange, you
may want to place a service call so a technician can check cables, splitters,
etc.

5.11��
My SA4200 just locked up!�
What happened?� How do I fix it?

You can reboot it (see �How do I
reboot the SA4200?�).� If this does
not fix the box (or if you seem to have to do it frequently), call Customer
Services and tell them so.� Get a credit
for the outage while you talk to them.�
Be nice.

5.12��
Can I have both Sony DHG-M55CV and Scientific Atlanta
SA4200/SA4200HD boxes?

No.� Although it�s
true that the boxes can coexist in the same house (after all, they both attach to
the same system), Cablevision�s policy is that you can have one kind or the
other, but not both.� The reason for
this is that the two boxes work very differently when it comes to ordering
movies and other services, and it creates a substantial mess in the back-end
systems to try to keep both boxes on the same account.style="mso-spacerun: yes">� Not to mention that you lose some of the pause/restart/active
rental features, as well.

5.13��
When I press the �INFO� button to get detailed program
information, it says there is �no information available.�style="mso-spacerun: yes">� How do I get the information?

Reboot the box.style="mso-spacerun: yes">� This should refresh the programming
information.� You may need to reboot
twice.� Be prepared to not watch
television for a minute or two while the box is rebooting.

6��
Scientific Atlanta SA1850 (Regular iO) Questionsstyle='mso-bookmark:_Toc35002674'>

6.1style='font:7.0pt "Times New Roman"'>��
Where can I purchase my own SA1850?

You can�t.style="mso-spacerun: yes">� Scientific Atlanta sells only to cable
companies.

6.2style='font:7.0pt "Times New Roman"'>��
Can I self-install the SA1850 or do I need a service call?

Generally, you can
pick up the SA1850 at any Cablevision walk-in center, take it home, and install
it yourself.� If you�re not comfortable
doing this, or if you don�t have a walk-in center nearby, you can also have
Cablevision install it for you.

6.3style='font:7.0pt "Times New Roman"'>��
Is there a SA1850 user manual available on-line?

The Cablevision user�s
manual is available at style='mso-bookmark:_Toc35002674'>http://www.io.tv/pdf/sa.pdfstyle='mso-bookmark:_Toc35002674'>.style="mso-spacerun: yes">� The quick reference guide is also available:
http://www.io.tv/pdf/sa_quick.pdf.

The Scientific Atlanta
user�s manual is available at href="http://www.sciatl.com/explorerclub/getting_started/4001343A.pdf">style='mso-bookmark:_Toc35002674'>http://www.sciatl.com/explorerclub/getting_started/4001343A.pdfstyle='mso-bookmark:_Toc35002674'>.

6.4style='font:7.0pt "Times New Roman"'>��
What connections are available on the SA1850?

The current
version of the SA1850 that Cablevision is using has:

style='mso-bookmark:_Toc35002674'>Video Outputs

RF
Cable

S-Video

Composite
video (Yellow RCA plug)

style='mso-bookmark:_Toc35002674'>Audio Outputs

Digital
via coaxial connection

Analog
stereo (Red/white RCA plugs)

style='mso-bookmark:_Toc35002674'>Other

1
power outlet (can be on all the time, or turn on/off with the box)

1
RF Cable input

name="_How_do_I_6">6.5style='font:7.0pt "Times New Roman"'>��
How do I enter
set-up mode on the SA1850?

Press the SETTINGS
button twice.� You can now use the
directional buttons to navigate the menus.�
There are about 20 settings that can be controlled via the menus,
including setting or editing favorite channels, video timers, reminders, state
of the clock while watching (or not watching) the set, depth of the audio
stream, sleep timer, state of the power outlet on the back of the unit, channel
blocking, pin number, and others.

6.6style='font:7.0pt "Times New Roman"'>��
How do I control the SA1850 digital sound output?

From the settings
menu (see �How
do I enter set-up mode on the SA1850?style='mso-bookmark:_Toc35002674'>�), use the digital sound out settings.style="mso-spacerun: yes">� You can select �Dolby Digital� or
�other.�� Other� is 48 MHz PCM sound.

name="_How_do_I_4">6.7style='font:7.0pt "Times New Roman"'>��
How do I reboot
the SA1850?

Unplug the box
from the power source, wait 30 seconds, and plug it back in.style="mso-spacerun: yes">� When the display on the front of the box
shows the current time, the box has successfully rebooted.style="mso-spacerun: yes">� Alternatively, you can reboot the box from
the buttons on the front. Hold down the Vol - / Vol + / Info buttons
together.� Note: it is possible
that, if there are serious iO network problems when you reboot, your box may
not be able to sync up with the iO servers, rendering your iO service unusable
until the network problems are resolved.

name="_How_do_I_5">6.8style='font:7.0pt "Times New Roman"'>��
How do I view
the diagnostics pages on the SA1850?

Method 1:style="mso-spacerun: yes">� On the box itself, hold down the �+� key in
the center of the directional arrows until the LED next to the message icon on
the box starts to flash.� Then press
INFO.� You can scroll through the pages
with VOL+ and VOL-.

Method 2:style="mso-spacerun: yes">� On the remote, make sure the switch is set
to VOD.� Hold down the PAUSE key until
the LED next to the message icon on the box starts to flash.style="mso-spacerun: yes">� Then press PAGE+.� You can scroll through the pages with PAGE+ and PAGE-.

6.9style='font:7.0pt "Times New Roman"'>��
The time on my SA1850 just reset?� What happened?

A new version of
the Guide or SA1850 firmware was pushed to your box (by Cablevision).

6.10style='font:7.0pt "Times New Roman"'>�� How
do I check the transmit / receive levels on the SA1850?

Enter href="#_How_do_I_5">diagnostics modestyle='mso-bookmark:_Toc35002674'>.style="mso-spacerun: yes">� On the first page, FDC should be in the
range �10 to +10.� Tuner should be in
the range �5 to +5.� RDC is the amount
of signal your box has to transmit back to the head end (-60 is fine).style="mso-spacerun: yes">� All the values should be shown in
white.� If any of them are orange, you
may want to place a service call so a technician can check cables, splitters,
etc.

6.11style='font:7.0pt "Times New Roman"'>�� My
SA1850 just locked up!� What
happened?� How do I fix it?

You can reboot it
(see �How
do I reboot the SA1850?style='mso-bookmark:_Toc35002674'>�).�
If this does not fix the box (or if you seem to have to do it
frequently), call Customer Services and tell them so.� Get a credit for the outage while you talk to them.style="mso-spacerun: yes">� Be nice.

6.12style='font:7.0pt "Times New Roman"'>�� When
I press the �INFO� button to get detailed program information, it says there is
�no information available.�� How do I
get the information?

href="#_How_do_I_4">Reboot the boxstyle='mso-bookmark:_Toc35002674'>.style="mso-spacerun: yes">� This should refresh the programming
information.� You may need to reboot
twice.� Be prepared to not watch
television for a minute or two while the box is rebooting.

7style='font:7.0pt "Times New Roman"'>��
Sony DHG-M55CV (iO and iO HDTV) Questions

7.1��
Where can I purchase my own DHG-M55CV?

Need
an answer. � You can�t, and explain why

7.2��
Can I self-install the DHG-M55CV or do I need a service call?

Need
an answer.

7.3��
Is there a DHG-M55CV user manual available on-line?

The user�s manual is available from Cablevision at href="http://www.io.tv/pdf/sony.pdf">http://www.io.tv/pdf/sony.pdf.style="mso-spacerun: yes">� The quick reference guide is also available:
http://www.io.tv/pdf/sony_quick.pdf.

7.4��
What connections are available on the DHG-M55CV?

The current version of the DHG-M55 that Cablevision is
using (the �CV� in the model number stands for �Cablevision�) has:

Video
Outputs

RF Cable

S-Video

Composite video (Yellow RCA plug)

Digital video (IEEE
1394/Firewire)

Audio
Outputs

Digital via coaxial or optical
connection

Analog stereo (Red/white RCA
plugs) (two outputs, one variable, one fixed)

Other

1 A/V input (composite video and
stereo audio) � can be sent to all analog outputs

1 RF Cable input

7.5��
How do I enter set-up mode on the DHG-M55CV?

Press the large �IO� button on the remote, and then choose
�Options & Help.�

7.6��
How do I reboot the DHG-M55CV?

On the box�s front panel, press
and hold the �FULL TV� and �Down Arrow� buttons.��

7.7��
Can I have both Sony DHG-M55CV and Scientific Atlanta
SA4200/SA4200HD boxes?

No.� Although it�s true
that the boxes can coexist in the same house (after all, they both attach to
the same system), Cablevision�s policy is that you can have one kind or the
other, but not both.� The reason for
this is that the two boxes work very differently when it comes to ordering
movies and other services, and it creates a substantial mess in the back-end
systems to try to keep both boxes on the same account.style="mso-spacerun: yes">� Not to mention that you lose some of the
pause/restart/active rental features, as well.

8��
Scientific Atlanta SA4200HD (iO HDTV) Questions

8.1��
Where can I purchase my own SA4200HD?

No.� Scientific
Atlanta only sells to cable companies.

8.2��
Can I self-install the SA4200HD or do I need a service call?

At the present time (March 2003), Cablevision requires you
to schedule a service call, you cannot self-install the SA4200HD.style="mso-spacerun: yes">� This was also true of the non-HD boxes when
the iO service first rolled out, and they are now self-installable, so this may
change in the future.� Several people in
the group who were nervous about allowing an installer to mess with the cables
in their home theaters simply asked the installer to hand them the box, plugged
it in themselves, and then let the installer do his or her setup chores.style="mso-spacerun: yes">� Ask politely, and you should be able to do
this too, if it concerns you.

8.3��
Is there a SA4200HD user manual available on-line?

The Cablevision user�s manual is available at href="http://www.io.tv/pdf/sa.pdf">http://www.io.tv/pdf/sa.pdf.style="mso-spacerun: yes">� The quick reference guide is also available:
http://www.io.tv/pdf/sa_quick.pdf.

The Scientific Atlanta user�s manual is available at href="http://www.sciatl.com/explorerclub/getting_started/4001344.pdf">http://www.sciatl.com/explorerclub/getting_started/4001344.pdf.
�

8.4��
What connections are available on the SA4200HD?

The current version of the SA4200HD that Cablevision is
using has:

Video
Outputs

RF Cable

S-Video

Component video (Y/Pb/Pr cables)

Composite video (Yellow RCA
plug)

Audio
Outputs

Digital via coaxial connection

Analog stereo (Red/white RCA
plugs) (two sets)

Other

1 power outlet (can be on all the
time, or turn on/off with the box)

1 RF Cable input

8.5��
Do I have to provide my own component video cables?style="mso-spacerun: yes">� Should I?

Cablevision provides them, and they seem to be of
reasonable quality.� You may provide
your own if you so desire.

8.6��
What output resolutions and stretch modes does the SA4200HD
support?

The SA4200HD supports 1080i, 720p, 480p, and 480i
output.� It provides "stretch"
and "zoom" modes for all output modes on standard definition
channels.� It also provides "stretch"
and "zoom" for output modes 480p and 480i on HD channels (the HD will
be "down-converted" to the selected output mode).

style='mso-bookmark:_Toc35002689'>8.7style='font:7.0pt "Times New Roman"'>��
style='mso-bookmark:_Toc36803624'>You say the SA4200HD supports _____
resolution, but I don�t see it in the menu?

Your installer may not have set up the box with all
resolutions supported by your HDTV.�
Turn the box off and leave your TV on.style="mso-spacerun: yes">� Press GUIDE and INFO buttons simultaneously
on the set top box (not the remote).�
Follow the instructions on the screen to enable all output modes that
your HDTV supports.

8.8��
How do I enter set-up mode on the SA4200HD?

Turn the SA4200HD off and turn your television on.style="mso-spacerun: yes">� Press the GUIDE and INFO buttons
simultaneously on the SA4200HD (on the box itself, not the remote).style="mso-spacerun: yes">� Follow the instructions on the screen.

style='mso-bookmark:_Toc35002691'>8.9style='font:7.0pt "Times New Roman"'>��
style='mso-bookmark:_Toc36803626'>How do I reboot the SA4200HD?

Unplug the box from the power
source, wait 30 seconds, and plug it back in.�
When the display on the front of the box shows the current time, the box
has successfully rebooted.�
Alternatively, you can reboot the box from the buttons on the front.
Hold down the Vol - / Vol + / Info buttons together.� Note: it is possible that, if there are serious iO network
problems when you reboot, your box may not be able to sync up with the iO
servers, rendering your iO service unusable until the network problems are
resolved.

style='mso-bookmark:_Toc35002692'>8.10style='font:7.0pt "Times New Roman"'>�� style='mso-bookmark:_Toc35002692'>How
do I view the diagnostics pages on the SA4200HD?

Method 1:style="mso-spacerun: yes">� On the box itself, hold down the �+� key in
the center of the directional arrows until the LED next to the message icon on
the box starts to flash.� Then press
INFO.� You can scroll through the pages
with VOL+ and VOL-.

Method 2:style="mso-spacerun: yes">� On the remote, make sure the switch is set
to VOD.� Hold down the PAUSE key until
the LED next to the message icon on the box starts to flash.style="mso-spacerun: yes">� Then press PAGE+.� You can scroll through the pages with PAGE+ and PAGE-.

8.11style='font:7.0pt "Times New Roman"'>�� How
do I check the transmit / receive levels on the SA4200HD?

Enter href="#_How_do_I_2">diagnostics modestyle='mso-bookmark:_Toc35002692'>.style="mso-spacerun: yes">� On the first page, FDC should be in the
range �10 to +10.� Tuner should be in
the range �5 to +5.� RDC is the amount
of signal your box has to transmit back to the head end (-60 is fine).style="mso-spacerun: yes">� All the values should be shown in white.style="mso-spacerun: yes">� If any of them are orange, you may want to
place a service call so a technician can check cables, splitters, etc.

8.12style='font:7.0pt "Times New Roman"'>�� Can
I have both Sony DHG-M55CV and Scientific Atlanta SA4200/SA4200HD boxes?

No.� Although it�s
true that the boxes can coexist in the same house (after all, they both attach
to the same system), Cablevision�s policy is that you can have one kind or the
other, but not both.� The reason for
this is that the two boxes work very differently when it comes to ordering
movies and other services, and it creates a substantial mess in the back-end
systems to try to keep both boxes on the same account.style="mso-spacerun: yes">� Not to mention that you lose some of the
pause/restart/active rental features, as well.

8.13��
I just switched from the Sony to the SA4200HD.style="mso-spacerun: yes">� Where are my interactive channels?

At this time, the SA4200HD does not support some of the
interactive television features of iO.

8.14��
How come I don�t see the guides on the S-Video or composite
video outputs?

At present (March 2003), the guides are only transmitted
on the component outputs.� The other
outputs are intended for connection to recording devices, not general viewing.style="mso-spacerun: yes">� Wilt (see �Who is
Wilt Hildenbrand?�) has indicated that this may (not definite) change in
the future, however.

8.15��
I�m seeing black (or grey) bars on the top/bottom/sides and I
don�t think I should be?

You may need to set the SA4200HD to understand the
resolutions your television will accept (see �You say
the SA4200HD supports _____ resolution, but I don�t see it in the menu?�).style="mso-spacerun: yes">� Also note the following:

�style='font:7.0pt "Times New Roman"'>��
On 4:3 televisions, horizontal bars on top and bottom
are �normal� when viewing 16:9 content.

�style='font:7.0pt "Times New Roman"'>��
On 4:3 televisions, bars on all four sides (leaving you
with a 4:3 picture smaller than your screen) can occur when viewing an
up-converted standard definition program in 4:3 format on an SA4200HD set to
output 1080i (16:9 format).

Your television sees 1080i and
knows it is 16:9 format (giving you the bars on top and bottom).

�style='font:7.0pt "Times New Roman"'>��
Whatever is doing the up-converting knows the format is
supposed to be 16:9, and adds the bars to the sides.

�style='font:7.0pt "Times New Roman"'>��
Other
situations?

8.16��
I�m getting lots and lots of audio dropouts on the HD
channels.� What�s wrong?style='mso-bookmark:_Toc35002696'>

This is a know
problem, and Cablevision and SA are working on it.� As of March 15, 2003 the latest estimate from Wilt is �7 to 10
days for data, then a test cycle to push it out.�

8.17style='font:7.0pt "Times New Roman"'>�� I�m
getting this annoying flickering white line on MSG-HD.style="mso-spacerun: yes">� What�s wrong?

It�s a bug in the
transport.� As of late March 2003,
Cablevision is awaiting a software update from SA to fix it..

8.18style='font:7.0pt "Times New Roman"'>�� I
leave my SA4200HD on all the time, but sometimes it seems to turn itself
off.� What�s wrong?

It�s a known
problem, and as of March 2003, Cablevision is awaiting a software update from
SA to fix it.

8.19style='font:7.0pt "Times New Roman"'>�� When
I change between an analog channel and an HD channel on the SA4200HD, the box
freezes up?� What�s wrong?

This is a know
problem, an


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1. General Questions

Does OOL provide support via DSLR?

When will OOL be available in my area?

How can I sign up for OOL?

What is OOL's return policy?

Can I buy my own modem?

What are the email addresses for contacting OOL?

How long will I have my IP for? Is it static?

Can I run a server on OOL?

What Ports are Currently Blocked by OOL?

Can I upgrade my "old" modem?

What MODEMs are Compatible With OOL's New Tiers?

What Routers are Compatible with OOL's 15/2 and 30/5 (BOOST) Plans?

Can I opt-out of the DNS Assistance Service?

2. Setting up and Testing your Modem

Should I connect via Ethernet or USB?

What NIC should I use?

What Splitter Should I Use for OOL?

How can I tweak my connection?

How can I check out my signal levels?

Running DocsDiag to see detailed modem info

What should my modem levels be?

What do I do if my modem levels are poor?

How do I know what firmware version I have?

What about Cable Amplifiers?

3. E-Mail Setup

What are OOL's email parameters?

What are OOL's email limits?

How can I check my mail via the web?

How do I submit missed, unwanted spam e-mail messages to be filtered.

How do I submit e-mail messages that have been miscategorized as Spam?

Can I use a non-OOL SMTP (outgoing mail) server?

4. Troubleshooting

I ran a tweak test and I see packet retransmissions, why?

How do I test for packet loss?

Why is my modem activity light constantly flashing (even if my pc is off)?

How do I request a firmware update?

I've upgraded firmware on my 3com sharkfin and the diagnostics page is gone.

I'm Experiencing Packet Loss, What do I do?

5. Speed

What speed caps does OOL use?

How can I test my speed?

What kinds of speeds should I be getting?

How come I'm not getting 8Mbps like you?

Can you please explain kilobits vs. kilobytes?

I am getting slow speeds in peak hours. What can I do?

What is an NDT speed server and why should I trust it?

6. Sharing

How can I share my connection?

Can I share my connection with only a HUB?

Am I allowed use a router to share my connection?

Can I use my modem at another location?

7. iO FAQ

iO Faq from Yahoo! Cablevision_Digital Forum

name="_Can_I_discuss">style='mso-bookmark:_Toc36803554'>1.2���������style='mso-bookmark:_Toc36803554'>Can I discuss Optimum Online here?

style='mso-bookmark:_Toc35002636'>1.5style='font:7.0pt "Times New Roman"'>���������style='mso-bookmark:_Toc36803557'>Who is Wilt Hildenbrand?

style='mso-bookmark:_Toc35002637'>1.6style='font:7.0pt "Times New Roman"'>���������style='mso-bookmark:_Toc36803558'>Who is Rick Spanbauer?

style='mso-bookmark:_Toc35002669'>5.5style='font:7.0pt "Times New Roman"'>���������style='mso-bookmark:_Toc36803587'>How do I enter set-up mode on the SA4200?

style='mso-bookmark:_Toc35002670'>5.7style='font:7.0pt "Times New Roman"'>���������style='mso-bookmark:_Toc36803589'>How do I reboot the SA4200?

style='mso-bookmark:_Toc36803590'>5.8���������How do I viewthe diagnostics pages on the SA4200?

6���������Scientific Atlanta SA1850 (Regular iO) Questionsstyle='mso-bookmark:_Toc35002674'>

name="_How_do_I_6">6.5style='font:7.0pt "Times New Roman"'>���������How do I enterset-up mode on the SA1850?

name="_How_do_I_4">6.7style='font:7.0pt "Times New Roman"'>���������How do I rebootthe SA1850?

name="_How_do_I_5">6.8style='font:7.0pt "Times New Roman"'>���������How do I viewthe diagnostics pages on the SA1850?

style='mso-bookmark:_Toc35002689'>8.7style='font:7.0pt "Times New Roman"'>���������style='mso-bookmark:_Toc36803624'>You say the SA4200HD supports _____resolution, but I don�t see it in the menu?

style='mso-bookmark:_Toc35002691'>8.9style='font:7.0pt "Times New Roman"'>���������style='mso-bookmark:_Toc36803626'>How do I reboot the SA4200HD?

style='mso-bookmark:_Toc35002692'>8.10style='font:7.0pt "Times New Roman"'>������ style='mso-bookmark:_Toc35002692'>Howdo I view the diagnostics pages on the SA4200HD?

8.16������I�m getting lots and lots of audio dropouts on the HDchannels.� What�s wrong?style='mso-bookmark:_Toc35002696'>

name="_Can_I_discuss">style='mso-bookmark:_Toc36803554'>1.2��
style='mso-bookmark:_Toc36803554'>Can I discuss Optimum Online here?

style='mso-bookmark:_Toc35002636'>1.5style='font:7.0pt "Times New Roman"'>��
style='mso-bookmark:_Toc36803557'>Who is Wilt Hildenbrand?

style='mso-bookmark:_Toc35002637'>1.6style='font:7.0pt "Times New Roman"'>��
style='mso-bookmark:_Toc36803558'>Who is Rick Spanbauer?

style='mso-bookmark:_Toc35002669'>5.5style='font:7.0pt "Times New Roman"'>��
style='mso-bookmark:_Toc36803587'>How do I enter set-up mode on the SA4200?

style='mso-bookmark:_Toc35002670'>5.7style='font:7.0pt "Times New Roman"'>��
style='mso-bookmark:_Toc36803589'>How do I reboot the SA4200?

style='mso-bookmark:_Toc36803590'>5.8��
How do I view
the diagnostics pages on the SA4200?

6��
Scientific Atlanta SA1850 (Regular iO) Questionsstyle='mso-bookmark:_Toc35002674'>

name="_How_do_I_6">6.5style='font:7.0pt "Times New Roman"'>��
How do I enter
set-up mode on the SA1850?

name="_How_do_I_4">6.7style='font:7.0pt "Times New Roman"'>��
How do I reboot
the SA1850?

name="_How_do_I_5">6.8style='font:7.0pt "Times New Roman"'>��
How do I view
the diagnostics pages on the SA1850?

style='mso-bookmark:_Toc35002689'>8.7style='font:7.0pt "Times New Roman"'>��
style='mso-bookmark:_Toc36803624'>You say the SA4200HD supports _____
resolution, but I don�t see it in the menu?

style='mso-bookmark:_Toc35002691'>8.9style='font:7.0pt "Times New Roman"'>��
style='mso-bookmark:_Toc36803626'>How do I reboot the SA4200HD?

style='mso-bookmark:_Toc35002692'>8.10style='font:7.0pt "Times New Roman"'>�� style='mso-bookmark:_Toc35002692'>How
do I view the diagnostics pages on the SA4200HD?

8.16��
I�m getting lots and lots of audio dropouts on the HD
channels.� What�s wrong?style='mso-bookmark:_Toc35002696'>