We’re dedicated to making your Internet experience as smooth and effortless as possible. If you have any questions about using ViewNet, please feel free to use our free technical support service. Our team of qualified, trained Internet Specialists can handle almost any of your questions.

Premise Visit $59.95
It is Horizon's responsibility to verify that our services are functioning properly to our equipment located at the customer premise. To assist in isolating or troubleshooting beyond Horizon's equipment, additional fees will apply. These additional fees will be waived if customer participates in our Inside Wire Insurance plan or if the problem is determined to be in Horizon's network.

Inside Wire Insurance Plan $3.50
This plan covers all premise telephone and cable TV wiring/outlets, plus Internet cabling to the customer's computer or home networking router. Customer owned equipment (cordless phones, answering machines,etc.) are not covered under this plan (billed monthing).

Troubleshooting

Determine the type of problem you are having. If you are able to use your web browser and/or are able to access web-based functions, but not send and/or receive email, then it's likely there is a problem with your email program or settings.

If your email works, but you are unable to browse or access the Web, your browser software or settings are likely bad. If you are using a firewall, check to ensure it is not blocking email or web browser traffic.

If you are unable to access the Internet at all, and your firewall isn't blocking traffic, you may have a connection related problem. If so, here are some additional things to check.

 

Check Your Cables

1. The cables that connect the gateway or modem to your computer or network can be easily damaged.
2. If you have a gateway box, the online light should be steady green.
3. If you have a modem (no cable TV), the Link and LAN should have steady green light depending on the model.
4. If any of those lights are not lit, find the cable(s) that connect the gateway or modem to the computer or network. Unplug it, and then plug it back in, making certain that the connector goes in all the way. Connectors typically have a locking device and will “click” when properly seated. If this procedure does not resolve the problem, proceed to the next steps.

Reset Gateway or Modem

1. Turn the gateway or modem OFF. For the gateway, press and hold the power button for approximately 10 seconds until the power light goes out, or unplug the unit. The modem may have a power switch or may need to be unplugged, depending on the model.
2. Turn off any/all Ethernet hubs, switches, routers, or wireless access points.
3. Turn off all computers.
4. Now power ON the gateway or modem. Allow sufficient time for the unit to cycle as this may take several minutes for the gateway to initialize. Note which lights are on and their color. One type of gateway has a black front panel and should present a steady red light for Power and steady green lights for Network and Online. The second type of gateway has a blue front panel and should present a steady green light for Power and another steady green light for connectivity.
5. The modem may have different lights, depending on the model. The power, link and/or LAN should be green and steady. Lights labeled activity, TX, or RX may flicker.
6. Turn on any hub, switch, router, or access point and allow time for them to cycle.
7. Turn on the computer, one at a time if you have several.
8. At this point, your computer(s) should be online and functioning properly. If not, it may be necessary to perform a release/renew procedure to assist your computer(s) in obtaining an IP address. Proceed to the next series of steps.

Release and Renew
Under this section, please follow the instructions that correspond to your computer’s operating system.

Mac OS 7.5.3 to Mac OS X

1. Restart the computer.

 

MS Windows 98SE, ME

1. Click Start and then click Run.
2. In the line labeled Open, type winipcfg, and then click OK.
3. Click on the drop-down icon and select the Ethernet card that is installed on your computer. (There may be more than one. If one doesn't work, try another.)
4. Click on Release All. The IP address should change to 0.0.0.0.
5. Click on Renew All.
6. If the IP Address begins with 66, 209, or 216 then try closing the winipcfg application and open your WEB Browser to see if your problem is now resolved. If your IP Address begins with an address other than 66, 209, or 216 then proceed to the next step.
7. If the IP Address begins with 0(zero) or 169, and your computer is connected by cable directly to the gateway or modem, there is likely a problem with either your network adapter or the connection. Contact 611 or 772-8611 to open a trouble ticket. If your computer is connected to a router or wireless access point, there may be a problem with that device. Please verify that it is configured correctly. If it is, then you should contact 611 or 772-8611 to open a trouble ticket.
8. IP addresses that begin with 10, 172, or 192, are private addresses issued by a customer owned router. If you receive one of these, and you are unable to access the Internet, your router may be bad or misconfigured.

MS Windows XP

1. Close all windows and applications.
2. Click on Start, go to Settings, and then click on Control Panel.
3. Double Click on the icon labeled 'Network Connections' or 'Network and Internet Connections'. (Whichever one you see displayed). NOTE: If clicking on “Network and Internet Connections”, look toward the bottom of screen to find “Network Connections”. Please click on this so it will open up.
4. Right-click on your active Local Area Connection and select the 'Repair' function from the drop down menu. NOTE: If the 'Repair' function is grayed out (not clickable), then possibly your network cable is unplugged, your network card is not functioning or your DSL service could be experiencing issues.
5. If you receive the message 'Windows finished repairing your connection. You can try your connection again.' Click on the close button and then close your 'Network Connections' window. You may now launch your Web Browser to verify if the problem has been resolved. If you are still experiencing an issue, you should contact 611 or 772-8611 to open a trouble ticket.
6. If you received the message 'Windows could not finish repairing the problem because the following action cannot be completed' then there is an existing problem with your connection that needs to be further diagnosed. You should contact 611 or 772-8611 to open a trouble ticket.