Support

Help is here whenever you need it

At Metronet, we’re proud to offer you blazing fast internet, simply stunning TV and a clear reliable phone. But we like to think that’s just the beginning because we also take just as much pride in bringing you friendly, local, customer service that’s just down the street. The kind that’s there whenever you need it, 24/7. So, if you ever have any questions about your service, a friendly, local Metronet representative is always just a phone call away. Plus, our repair department is available around the clock to help resolve any issues you might have with any of your services.

To schedule a service appointment, call us at 1-877-407-3224.

Frequently Asked Questions

Whether it is just a common question on how to work your parental controls to recording multiple shows on your DVR... we have you covered.

Start here and pick a category to learn the in-and-outs of setting up, using, and troubleshooting your services.

FAQs Fiber IPTV

How do I use my Set-Top box?

Choose the user guide that matches your set-top box brand and model:

Scientific Atlanta:

Motorola:

Do I have to be home when Metronet's installer comes?
An adult 18 years of age or older needs to be present when our installer arrives. During the installation process, please let us know which televisions you want serviced, if you need new outlets, where the router should be placed, etc.
What is Fiber TV?

Metronet Fiber TV offers more choices and better picture quality than analog TV. Metronet uses digital technology to compress video signals, allowing more than one program to be carried in the bandwidth space normally required for one analog program. Typically, the signal is sent to the home and decompressed in the set-top box for display on the television.

Metronet Fiber TV provides a host of new services, interactive television and commercial-free CD-quality music. Digital television also allows Fiber TV operators like Metronet and program networks to offer high-definition television (HDTV), a movie theater-like viewing experience, complete with Dolby® Digital sound and a resolution of either 1,280 or 1,920 active horizontal pixels by 720 or 1,080 active scanning lines respectively.

How is analog cable different from Fiber TV?

Metronet's Basic and Classic services are considered analog cable. Analog and digital are electrical terms referring to the two different transmission formats for electrical information.

Analog cable has limited features, while Fiber TV has a clearer picture, more channels, and more advanced interactive services, like the on-screen program guide.

What equipment do I need to view Metronet Digital TV service?
Metronet Digital TV requires a digital set-top box. In addition to our standard digital set-top box, Metronet also offers a digital set-top box with built-in DVR & HDTV capabilities.
Do I need a set-top box if my television is "cable-ready"?
Yes. With Fiber TV a Metronet digital set-top box is required to receive all the programming and convenient features, like the interactive guide. Metronet will bring the box to your home and set it up for you.
Do I need a set-top box for every outlet?
A free set-top box is included with your Fiber IPTV service and is required for each TV in your home.
Set-top box not operating
If your set-top box will not turn on, try the following tips.
  1. Verify that the AC power cord is connected to the box and an AC outlet.
  2. If the set-top box is connected to a powered outlet, verify that the outlet is on.
  3. Press the POWER button on the set-top box front panel instead of the remote control. The batteries in the remote control may be depleted.
  4. The set-top box may have received a software update. It may not power on while the new software is being installed. Try again in a couple of minutes.
How do I set my DVR when I’m not home?

With Remote DVR, you can access listings, set your DVR, and manage your recordings anywhere that has Internet access.

Go to mymetronet.net. Under the “Portal Login” box type in your OAM username and password. Once you are logged in, you will see the “Remote DVR” box along with a list of your upcoming recordings. Click “Access Remote DVR” to view program listings, schedule, update, cancel or delete a recording.

How do I check the available space on my DVR?
  1. Click 'Menu' on your remote control
  2. Scroll right to the 'Settings' header on your TV and press 'OK'
  3. Under the 'General' header scroll down and select 'System Information' and press 'OK'
  4. Navigate right to the 'System Resources' header
  5. Under 'System Resources' look for 'Disk usage'. The % shown is how much space you have left on your DVR.
TV reception
Here are a few tips to help keep your TV reception in check.
  1. Make sure your TV and set-top box (or DVD/VCR combo, if in use) are plugged in and all connections are tight. If the outlet is connected to a wall switch, make sure the switch is turned ON.
  2. Make sure your TV is set to the correct channel or input to match the set-top box. If you use a "cable compatible" DVD/VCR combo as your primary tuning device, make sure your TV is on the proper channel or input to match the setting of the unit.
  3. Check the other channels to see if the same problem is on more than one channel. Poor reception on only one channel could be a problem at the station or network transmitting the signal. These problems generally are fixed quickly.
  4. Check the other TVs in your home. If the same problem exists on more than one TV, you can eliminate your TV as the trouble source.

If after following steps 1-4, your picture looks like one of the examples here, you will need to call the Repair Center.

IPTV Image Example
General Tips for Fiber TV Equipment Maintenance
The equipment that has been connected to your home carries TV signals. Here are a few tips to help keep it operating properly:
  • To avoid affecting your picture, do not attempt to relocate or alter your TV equipment.
  • Please take safety precautions with your set-top box. Place it on a smooth, flat surface. Air should circulate freely under and around it. DO NOT place anything on top of it. Keep it away from liquids and pets and check to see that the cord is not worn or damaged. To clean, dust lightly with a dry cloth. DO NOT use cleaning fluids, sprays or waxes.
  • When plugged into an electrical outlet, it is normal for the set-top box to produce some heat, even when not in use. If the set-top box is unplugged or power to the unit is temporarily interrupted, it may "forget" its instructions and shut off. If this occurs, your set-top box may require up to 30 minutes reactivating.
  • Do not alter or add any devices to the line servicing your television set. Attempts to add "extensions," additional connections, stereo connections, etc., may result in serious interference problems for you and other Fiber TV customers in your immediate area. If you wish to have additional outlets, or if there is damage to Fiber TV equipment either inside or outside your home, DO NOT attempt to make repairs yourself. Please contact us. Tampering with a set-top box is prohibited and may result in legal action.
How to set your favorite channels
Creating your Favorite Channel List:
  1. Press the MENU button on your remote.
  2. Under the Live TV header, scroll down to Favorites and press OK.
  3. Scroll down to Edit Favorites and press OK.
  4. Put in the channel number of your favorite channel OR scroll down to locate the channel and press OK to add to your favorites.
  5. Once you've made your selection of favorites, use the left arrow button on your remote to select Save on your TV screen and press OK on your remote.
Some or all channels not coming in
If some or all channels are not working:
  1. Turn off your digital set-top box and then turn it back on.
  2. Check to see if your onscreen guide works.
  3. If you have other TVs in the house, verify that your channels work on those TVs.
  4. If you have high speed Internet service, verify that your Internet is working.
  5. Write down any error messages that are seen, and contact your local office for assistance.
How do I fix my TV that has a black screen, but I can still access the guide and menu?
First check the channels you are trying to go to… If you are trying to access channel 5, try putting in channel 105. They are the same channel and on our digital boxes, we have moved the lower channels to the 100's. If that doesn't work, then try unplugging the box for about 10 seconds and plugging it back in. Once the box has fully loaded, usually about 4 minutes… If you still don't have a picture… then you will need to call our repair department.
How do I use my remote control?
How do I program my remote to my TV?
Please select your remote from the list below:
My remote used to operate my volume, but it doesn't seem to be working anymore.
Press the volume button and note what light at the top of the remote comes on when pressed. If it is any other light other than the TV light then press MODE at the top left of the remote then press the CBL button immediately afterwards. This almost always resolves that issue.
My remote isn't bringing up the guide or menu.
Press the guide button and note what light at the top of the remote comes on when pressed. If no light lights up or if any light other than the CBL light comes on then press MODE at the top left of the remote then press CBL immediately afterwards. This almost always resolves that issue.
When I turn the box on my TV turns off, when I turn the box off the TV turns on.
When the box comes on, but the TV does not, simply press the TV button on the remote. This will turn the TV on without operating the power to the box. If the TV is on and the box didn't turn on, simply press the CBL button and this will turn the box on without affecting the power to the TV.
Someone entered the incorrect pin (parental or PPV) on my box too many times and it is now locked.
If you know the correct pin, simply unplug the power to the box for about 10 seconds and plug the power back in. Once the box reloads, usually about 4 minutes, enter the correct pin. If you do not know your pin, the owner of the account or authorized persons on the account will need to call in to the repair department to have the pin reset.
My TV with the digital box has a blue screen or a snowy screen.
This is caused by the TV being on either the wrong input or wrong channel. Verify on the back of the TV how your equipment is hooked up; whether it's hooked up with coaxial cable or with some other audio and video cables. Note the label on that input on the TV and with your TV remote put the TV on that input. If it is hooked up with Coaxial cable, the TV will always need to be on channel 3. If there is a VCR also hooked up inline, it too will also need to be on channel 3.
My TV with the box has a black screen, and my TV's without a box are snowy.
First check the power supply that we installed in your home that is labeled either APC or Cyber Power. If 2 of the 3 lights aren't green, verify that it is plugged into an active electrical outlet and that outlet's circuit breaker or fuse isn't blown. If you have 2 green lights, you will need to call the repair department.
I have video on my Digital box, but the audio just stopped.
First try changing the channel up or down and go back to the channel being viewed. If problem still exists, and you have other TV's in the home check them for the same issue on the same channel. If all TV's have the same problem, a call will need to be made into our repair department. If the other TV's don't have this problem, try unplugging the power to the box for 10 seconds and plugging it back in. Once the box reloads, usually 4 minutes, see if the sound returns to the channel in question. If problem still exists, call the repair center.

FAQs Fiber Internet

Frequently Asked Questions:

Do I have to be home when Metronet's installer comes?
An adult 18 years of age or older needs to be present when our installer arrives.
What are the minimum requirements for a Computer to receive your service?

Required: PC
Operating System: Windows 2000/ME/XP
Processor: Pentium Class 450mhz or greater
Memory: 64mb
Free Hard Drive Space: 100mb
Networking: Ethernet Card, Open Slot, or Open USB slot
Other: SVGA or XGA monitor

Required: MAC
Operating System: OS 9 or above
Processor: G3 or above
Memory: 32mb Physical Ram with Virtual Memory set to at least 40mb.
Free Hard Drive Space: 100mb
Other: 16 bit color required

My Internet is directly connected to my computer and I can't get online.

First unplug the line from your computer and reconnect.

Then power cycle/restart your computer.

What are some tips for resolving slow Internet speeds?
If you are having problems with your Internet speeds, there are a few steps that can help determine the cause:
  1. Power down PC
  2. Wait for 60 seconds and then power up your PC
  3. After your PC has finished re-booting, clear out your cache as follows:
    1. Open Internet Explorer
    2. Select Tools > Internet Options > Delete Files
    3. Place a check mark next to 'Delete All Offline Content'
    4. Select Delete Browsing History for IE7, then click 'OK'
The results of the speed test do not reflect the speeds your service is intended to provide.
Try the following steps:
  1. Power down your PC
  2. Bypass your router by connecting your PC directly to the incoming line.
  3. Power up the PC
  4. After your PC has powered up, test your speed again
  5. If the issue is resolved, please contact your router manufacturer for support in correcting the issue with your router

If the problem persists, check to see if you have a firewall with anti-virus protection installed on your PC. Sometimes, automatic firewall updates do not download properly and can affect your speed and connections to the Internet.

You may try disabling your firewall temporarily. Once your firewall has been disabled, try running a new speed test. If the problem no longer occurs, contact the manufacturer of your firewall/anti-virus provider. Please also contact the Repair Center, as there may be other variables and issues that we may be able to troubleshoot and resolve.

Internet Support: Email

Why do I get Spam (Junk E-mail)?

Unfortunately, with spam and spammers, you don't need to have subscribed to anything, or even given out your email address, to receive junk email. And yes, an unsettling amount of it is blatantly pornographic. Spammers -- the people who send out junk emails -- are past the point of either collecting specific addresses or even worrying about whether addresses they send to are real ones. Their general thinking now is simply to send their messages to as many addresses as possible, figuring that the more they send, the more will be read, and the more will catch someone's attention. It's logical, but it makes for a nightmare for us and for our customer who don't want junk email (and that's the vast majority).

And in general, spam is becoming more common and more of blight to all of us. It really causes us headaches because of the resources it eats up on our email server.

They don't care because they're sending from a bogus email address to begin with, so they don't get flooded with "undeliverable" responses, but the servers at the receiving ISPs bear the load.

And that also means changing email addresses or providers rarely helps, because spammers aren't concerning themselves anymore with collecting known addresses. All they need to know is the domain(s) used by any ISPs, and they'll send their messages to a long list of names at those domains.

To reduce the amount of spam you receive, Metronet uses a set of sophisticated filters designed to block junk email while letting legitimate messages through. We can't block all spam sent to you - no ISP can do that without also blocking some legitimate messages - but we do take pride in keeping spam to a minimum.

How do I setup POP Email using Metronet Service?

NOTE: Before you can configure your email client, POP forwarding needs to be enabled for your webmail account. If you have not yet enabled POP forwarding, please click here for setup instructions then continue to the steps below.

Metronet email is compatible with all standard email clients (Outlook, Eudora, etc.). If you need assistance configuring an email client, please call our Tech Support team at 1-877-407-3224.

For your convenience, we also provide web-based access that allows you to view and send email from any Internet connection. To access your email in this fashion, log in to webmail.cinergymetro.net for @cinergymetro.net addresses, webmail.mymetronet.net for @mymetronet.net addresses, or you can access it from your Metronet Personal Start Page at www.mymetronet.net.

To create and manage your Metronet email addresses, simply log in to our Account Manager www.MetronetInc.com/OAM) and click on "Email" in the menu on the left-hand side of the page.

How do I configure my Email client?

NOTE: Before you can configure your email client, POP forwarding needs to be enabled for your webmail account. If you have not yet enabled POP forwarding, please click here for setup instructions then continue to the steps below.

To set up Outlook, please follow the directions below for the version you'll use. For other clients, please refer to the manual for your software and use these general settings:

  • Incoming POP server: pop.gmail.com
  • Incoming IMAP server: imap.gmail.com
  • Outgoing mail server: smtp.gmail.com
  • Outgoing Authentication: Enabled
  • SSL enabled on Incoming & Outgoing
  • Account name/Username is the same as your email address
How do I configure Outlook Express as my Email client?

NOTE: Before you can configure your email client, POP forwarding needs to be enabled for your webmail account. If you have not yet enabled POP forwarding, please click here for setup instructions then continue to the steps below.

  1. Open Outlook Express
  2. Click on Tools then Accounts
  3. On this screen, click on Add then click on Mail
  4. Type in your full name, Click Next
  5. Type in your full Metronet email address
  6. Select POP3 as the mail server type
  7. Incoming mail server is pop.gmail.com
  8. Outgoing mail server is smtp.gmail.com
  9. Click Next
  10. Type in your full email address as the account name and type in your password on that account
  11. Click Next
  12. Click Finish
  13. Highlight the new pop.gmail.com account and click on Properties
  14. Click on the Servers tab
  15. Check the box near the bottom of the window that reads "My server requires authentication"
  16. Click the Advanced tab
  17. Check both boxes that reads "This server requires a secure connection (SSL)"
  18. Change the Outgoing mail port to 465 and make sure the Incoming mail port is set as 995
  19. Click OK to save your settings and finish the account setup
How do I configure Outlook 2000 as my Email client?

NOTE: Before you can configure your email client, POP forwarding needs to be enabled for your webmail account. If you have not yet enabled POP forwarding, please click here for setup instructions then continue to the steps below.

  1. Open Outlook
  2. Click on Tools, Then Accounts
  3. Click Add, then Mail
  4. Display Name is your full name
  5. Click Next
  6. Email Address is your Full Email Address
  7. Click Next
  8. My Incoming Mail Server is a POP3 Server
  9. Incoming Mail Server is pop.gmail.com
  10. Outgoing Mail Server is smtp.gmail.com
  11. Click Next
  12. Account Name is your full email address
  13. Password is your email password
  14. Click Next
  15. Choose Connect using my local area network (LAN)
  16. Click Next
  17. Click Finish
  18. Highlight the new pop.gmail.com account and click on Properties
  19. Click on the Servers tab
  20. Check the box near the bottom of the window that reads "My server requires authentication"
  21. Click the Advanced tab
  22. Check both boxes that reads "This server requires a secure connection (SSL)"
  23. Click OK to save your settings and finish the account setup
How do I configure Outlook XP/2003 as my Email client?

NOTE: Before you can configure your email client, POP forwarding needs to be enabled for your webmail account. If you have not yet enabled POP forwarding, please click here for setup instructions then continue to the steps below.

  1. Open Outlook
  2. Click on Tools, Then Email Accounts
  3. Choose Add a new email account
  4. Click Next
  5. Choose POP3
  6. Click Next
  7. Your Name is your full name
  8. Email Address is your full Metronet email address
  9. Username is your full Metronet email address
  10. Password is your email password
  11. Incoming Mail Server is pop.gmail.com
  12. Outgoing Mail Server is smtp.gmail.com
  13. Click Next
  14. Click Finish
  15. Click More Settings
  16. Click on the Outgoing Server Tab
  17. Place a check by My Server Requires Authentication
  18. Place a dot by Use the Same Settings as My Incoming Server
  19. Click the Advanced tab
  20. Check both boxes that reads "This server requires a secure connection (SSL)"
  21. Change the Outgoing mail port to 465 and the Incoming mail port to 995
  22. Click OK
  23. Click Next and then click Finish to complete the setup
How do I configure Mozilla Thunderbird as my Email client?

NOTE: Before you can configure your email client, POP forwarding needs to be enabled for your webmail account. If you have not yet enabled POP forwarding, please click here for setup instructions then continue to the steps below.

  1. Open Mozilla Thunderbird
  2. Click on Tools then Account Settings
  3. Click on Add Account
  4. Select Email account
  5. Click Next
  6. Your Name is your Full Name
  7. Click Next
  8. Select POP
  9. Incoming Server is pop.gmail.com and port is 995
  10. Click Next
  11. Incoming User Name is your full email address
  12. Account Name is Metronet
  13. Click Next
  14. Click Finish
  15. Click on Outgoing Server (SMTP) type smtp.gmail.com into this field and change the port to 465
  16. Click OK
  17. Click on Tools
  18. Click Account Settings
  19. Click Outgoing Server (SMTP)
  20. Check Username and Password
  21. Type in your Metronet email address as the Username
  22. Click on OK
How do I configure Mac OS X Mail Setup for my Email?

NOTE: Before you can configure your email client, POP forwarding needs to be enabled for your webmail account. If you have not yet enabled POP forwarding, please click here for setup instructions then continue to the steps below.

  1. Go to Macintosh HD, then Applications, then Mail
  2. Once the program is open, click on Mail at the top and then Preferences
  3. Choose Accounts
  4. Click the +
  5. Where it says Account Type, choose POP
  6. For Account Description put in Metronet
  7. For Full Name put in your full name
  8. For Email Address put in your full email
  9. Click Continue
  10. Incoming Mail Server should be pop.gmail.com
  11. Username and password should be the your email address and password
  12. Click Continue
  13. Leave Authentication set to Password and click Continue again
  14. For Outgoing Mail Server type smtp.gmail.com
  15. Check use authentication and put in the your Email Address and password
  16. Click Continue
  17. Click Continue again
  18. Click Continue once more and then Done
  19. Close the Accounts windows and click Get Mail
  20. Click Mail, Preferences, and then click on Accounts at the top of the Preferences window
  21. Set port to 995 and check the "Use SSL" box
  22. Close Preferences window to finish setup

Internet Support: Malware, Spyware & Adware Category

What is Malware?

Malware is defined as "software designed to infiltrate or damage a computer system without the owner's informed consent". Malware is commonly taken to include computer viruses, worms, Trojan horses, spyware and Adware. Often most types of Malware are referred to as Spyware, even when it is not. Malware should not be confused with defective software, that is, software that has a legitimate purpose but contains errors or bugs.

More information on this topic can be found here: http://en.wikipedia.org/wiki/Malware

What is Spyware?

Spyware is defined as "malicious software designed to intercept or take partial control of a computer's operation without the informed consent of that machine's owner or legitimate user". In simpler terms, spyware is a type of program that watches after what users do with their computer and then sends this information to a hacker over the Internet. Spyware can collect many different types of information about a user. More benign programs may attempt to track the types of websites a user visits and forward this information to an advertisement agency. More malicious versions may attempt to record what a user types in an attempt to intercept passwords or credit card numbers. Yet other versions simply launch popups with advertisements.

More information on this topic can be found here: http://en.wikipedia.org/wiki/Spyware

What is Adware?

Adware is defined as "any software package which automatically plays, displays, or downloads advertising material to a computer after the software is installed or while the application is being used". Adware is software integrated into or bundled with a program. It is usually seen by the programmer as a way to recover programming development costs. In some cases it may provide the program to the user free of charge or at a reduced price. The advertising income may allow or motivate the programmer to continue to write, maintain and upgrade the software product. There are concerns about adware because it often takes the form of spyware. Information about the user's activity is tracked, reported, and often re-sold, without the knowledge or consent of the user.

More information on this topic can be found here: http://en.wikipedia.org/wiki/Adware

Here are some programs that are recommended to help protect you from Malware, Spyware and Adware:

Ad-Aware: http://lavasoft.element5.com/software/adaware/
Ad-aware searches your system for adware, cookies, and some spyware programs allowing users to remove any files or programs found.

SpyBot-S&D: http://www.safer-networking.org/
SpyBot-S&D is a spyware and adware detection and removal tool.

Malware bytes' Anti-Malware: http://malwarebytes.org
MBAM is a spyware detection and removal program. Free and commercial versions available.
Super AntiSpyWare: http://www.superantispyware.com
SuperAntispyware is a program that specializes in removing adware, spyware, and malware. Free and commercial versions available.

AVG Antivirus: http://free.avg.com
AVG Free Edition is a free antivirus program, which includes free updates.

Internet Support: Firefox Browser Category

How do I set Firefox as the Default Browser?
If you would like to set Firefox as the Web browser your PC uses by default, follow the steps below:
  1. Open Firefox and click on Tools in the menu bar at the top, then click on Options.
  2. In the Options window that appears, click on the "Main" icon.
  3. At the bottom of the Options window in the "System Defaults" section, click on Check Now. This will verify if Firefox is your default browser.
  4. If Firefox is not your default browser, you will see a popup window asking if you want to make it your default browser. Click Yes.
Firefox is now set as your default Web browser.
How do I set the home page in Firefox?
You may select the Website you'd like to show upon starting Firefox. This is more commonly known as your browser's home page. To select your home page, follow the steps below:
  1. Go to the page you'd like to set as your home page
  2. In the menu bar, click on Tools, then Options.
  3. In the following Options window, make sure the Main icon is selected.
  4. In the Options window, click on Use Current Page. The URL of the site you are currently on will automatically be entered.
How do I bookmark web pages in Firefox?
There are two ways you can bookmark a page in Firefox.
    Method 1:
  1. Click to Bookmarks in the menu bar, then click on Bookmark This Page...
  2. Rename the bookmark to whatever you like and save it in the folder of your choice.
    Method 2:
  1. Go to the page you would like to bookmark and hold down the Ctrl and D buttons on your keyboard.
  2. Rename the bookmark whatever you like then put it in the correct folder.
How do I reset passwords in Firefox?
  1. In the menu bar, click on Tools, then Options.
  2. In the Options window, click on the Security icon, then Show Passwords.
  3. You can remove individual entries one by one by clicking on the entry and selecting Remove. You may also remove all entries at one time by clicking on Remove All.
How do I clear private information in Firefox?
Periodically, you may want to clear pieces of private information that are stored on your PC and remember your personal settings and passwords for sites you have visited in the past. To clear this data, follow the two steps below:
  1. In the toolbar, click on Tools, then Clear Private Data
  2. In the following window 'Clear Private Data', you will see a listing of items you can clear from your PC. Simply place a check next to the items you'd like cleared from your PC, then click on Clear Private Data Now.
How do I change Security Warning in Firefox?
Security settings are a bit different in Firefox than in Internet Explorer. There are no levels and you only have a few options to choose from as Firefox tends to be more secure than Internet Explorer. However, you do have the ability to change these settings; specifically when you see security warning messages.
  1. In the menu bar, click on Tools, then Options.
  2. In the Options window, click on the Security icon, then Settings.
  3. In the Security Warnings window that appears, you may adjust the circumstances under which you will receive a security warning popup window as you surf the Internet.
How do I disable or uninstall add-on in Firefox?
Firefox gives you the ability to disable or remove any add-ons that have been previously downloaded to the browser. Should you wish to disable or remove an add-on for any reason, follow the two steps below:
  1. In the menu bar, click on Tools and then Add-ons
  2. A listing of all add-ons will display. You have the choice of disabling the add-on or completely uninstalling it from your PC by clicking on the appropriate option.
How do I use Firefox in Safe Mode?
Periodically, you may need to troubleshoot issues you're experiencing with Firefox. For troubleshooting purposes, it is best to use Firefox in safe mode. Operating in Safe Mode temporarily disables any and all extensions, custom themes and settings for easier troubleshooting.
  1. To open Firefox in safe mode, click on Start > Programs > Mozilla Firefox > Mozilla Firefox (Safe Mode). Your screen may look a little different and you may have All Programs instead.
  2. In the Firefox Safe Mode window, you may place a check next to any of the options listed and click on Make Changes and Restart. Firefox will restart in normal mode and the selected changes take effect.

Internet Support: Internet Explorer Web Browser Category

How do I clear private data in my IE browser?
Internet Explorer remembers Web pages you have visited in its internal history directory as well as other data related to your Internet browsing. Periodically, you may wish to clear out such data. This can be achieved easily by following the steps below:
  1. Click the Internet Explorer icon on the desktop to open up Internet Explorer.
  2. Click the Tools selection in the menu at the top of the IE window, then click Internet Options
  3. In the Internet Options pop up box, click the Clear History box as shown below:
  4. A pop-up box will ask you to confirm that you wish to clear the history of previously visited Web pages. Click yes, then OK button to close the Internet Options box and to return to Internet Explorer.
  5. As an extra security measure, you may also delete the cookies and temporary Internet files stored on your PC by clicking 'Delete Cookies...' and 'Delete Files...’ respectively.
How do I clear private data in my IE7/IE8 browser?

Internet Explorer remembers Web pages you have visited in its internal history directory as well as other data related to your Internet browsing. Periodically, you may wish to clear out such data this can be achieved easily by following the steps below:

To clear the history of previously visited Web pages, follow the steps below:

  1. Click the Internet Explorer icon on the desktop to open up Internet Explorer.
  2. On the far right-hand side of the task bar, click on 'Tools' > 'Delete Browsing History...'
  3. On the following window, you make individually choose to delete temporary Internet files, cookies, browser history, form data and passwords. You may also delete all such information at one time by clicking on 'Delete all...' at the bottom of the window.
  4. On the following popup window, verify you wish to delete Internet browsing history by clicking 'Yes'.
How do I check what version of Internet Explorer I have?
To check which version of Internet Explorer you are using, follow the steps below:
  1. Click on the Internet Explorer "e" icon on the desktop; click Start, Programs, and Internet Explorer.
  2. Click the Help menu selection, and click About Internet Explorer in the drop-down menu.
  3. This displays the About Internet Explorer box. The two most important things to look for are:
    • Version: Should be at least 6.0.
    • Cipher Strength: 128-bit (allows for secured transactions over the Internet).
  4. Click OK to close the About Internet Explorer box.
How do I configure IE6?
  1. Right-click on the Internet Explorer icon, and then click Properties. Or, if Internet Explorer is already open on your desktop, click Tools, and then click Internet Options to get to the same screen.
  2. The General tab is displayed. Set the Address field to represent a home page that you wish to go to each time you start the IE browser. Set the home page to http://partnerpage.google.com/cinergymetro.net
  3. Click the Security tab at the top. Unless you are an advanced computer user, it is recommended you keep your Security settings at the default level of "Medium". Click the Default Level button in the bottom of the box to reset your settings
  4. Click the Connections tab at the top. In the Dial-up settings box, there may be selections listed here. If so, you will need to make a choice from the three selectable buttons. The proper selection is made from deciding how you will use this computer
  5. Never dial a connection - Select this if this computer will always use the Network Cable we installed to get on the Internet.
  6. Click the LAN Settings (box displayed above).
  7. Verify that all check boxes are empty except the first one (Automatically Detect Settings). If not, click each of them to empty the box. Click the OK button to close this box.
  8. Click the Advanced tab. The white box that is displayed has a very large selection of ways to optimize IE. To restore the defaults click the Restore Defaults box near the bottom right of the pop up box. This box will not be active if the defaults are already in place.
  9. Click Apply, and then click OK to exit the pop up box.
How do I change the default home page for IE6?
To change the default start page when using Microsoft's Internet Explorer, complete the following steps:
  1. Open Internet Explorer by clicking the Internet Explorer icon on your desktop.
  2. In the browser window, click 'Tools' > 'Internet Options'
  3. In the Address: field, type in the web address you want to use as your default home page
  4. Once the new address is typed in, click the Apply button, and then click the OK button at the bottom of the Internet Explorer browser window to save.
How do I change the default home page for IE7 and IE8?
To change the default start page when using Microsoft's Internet Explorer, complete the following steps:
  1. Open Internet Explorer by clicking the Internet Explorer icon on your desktop.
  2. In the browser window, click on 'Tools' > 'Internet Options'
  3. In the popup window that appears, enter the address of the Website you want to be your default home page. You may also click on 'Use current' if you are already on the Website you want to be your default home page.
  4. Last, click 'Apply', then 'OK'
How do I back up my favorites in Internet Explorer?
We recommend that you conduct periodic backups of all the important information on your computer. In addition to backing up personal files and e-mails, you should also save a copy of your Internet Explorer favorite Web links.
  1. Open the Internet Explorer Web browser.
  2. Click File, and then click Import and Export.
  3. Click Export Favorites in the Import/Export Wizard.
  4. Choose the main Favorites folder, and click on Next. This will save all of your bookmark favorites at once.
  5. Make sure Export to File is picked, and click Browse.
  6. In the Select Bookmark File, use the scroll down box and chose the (C:) option. Use the default name of bookmark.htm.
  7. Click each of the following in sequence: Save, Next, and then Finish.
How do I restore my Favorites that I have backed up Internet Explorer?
If you are running Windows 2000 or XP and wish to restore your bookmarks in Internet Explorer 6.0, follow the steps below:
  1. Open the Internet Explorer Web browser.
  2. Click File, and then click Import and Export.
  3. In the Import/Export Wizard, click Import Favorites, and click Next.
  4. Make sure the Import from a File or Address selection is made, and click Browse.
  5. Use the scroll down menu to go to (C:), and pick the bookmark.htm file.
  6. Click each of the following in sequence: Save, Next, Next, and Finish.

Internet Support: Networking Category

How do I connect additional PCs to my home network?

Set up a Wired Network

Wired networks are the best way to connect your desktop computer to the Internet. While wireless networks offer flexibility for portable computers, wired networks offer unbeatable performance, reliability, and security.

If you have a single computer, connecting to the Internet is as simple as plugging the network cable into your computer. If you have more than one computer, you need to connect a router between the network cable and your computers. If one or more of your computers is in a different room from your router, you can use a network extender to connect the computer.

To connect more than one computer to the Internet, you will need a router. A router (which might also have wireless networking built in) allows you to connect several computers to each other and to the Internet. Connect the router to the network cable, and then connect all your computers to the router.

To connect a router and multiple computers to the Internet:

  1. Connect your router to your network line in the following way:
    1. If you currently have a computer connected directly to your network line, unplug the network cable from the back of your computer, and plug it into the port labeled Internet, WAN, or WLAN on the back of your router.
      Plug in your router. After a minute or two, the Internet, WAN, or WLAN light on your router will illuminate, indicating that it has successfully connected to your Internet.
  2. Connect a network cable to your computer's network adapter.
  3. Connect the other end of the network cable to your router in any of the remaining open ports.
  4. Start your computer and log on to Windows. Windows automatically detects that you are connected to the Internet.
How to setup Wireless on your Linksys Router
  1. Open Internet Explorer
  2. Enter the address: http://192.168.1.1
  3. Type the username and password provided to you
  4. Click Wireless on the top of the page
  5. Name your network SSID
  6. If SSID broadcast is enabled, anyone can see your network and connect with the correct key. If it is disabled, you will be required to manually configure the computer to see the network. For help on this step, please contact Tech Support at 1-877-40-REACH.
  7. Click Wireless Security
  8. You will have two choices, WEP or WPA personal. We recommend WPA personal as a more secure solution
  9. Select WPA personal
  10. WPA algorithms should be set to TKIP
  11. Create a password 8-63 characters long in the WPA shared key
  12. This will be the network key for your wireless network
  13. Click Save Settings at the bottom of the page
  14. If at any time you wish to change your network key, come back to this page and select a new one
  15. From here you need to make sure that your wireless card is enabled for the settings you have selected
  16. Anytime you make a change, click Save Settings at the bottom of the page to ensure your changes take effect
  17. You will need to program your wireless card with this information: wireless security settings (WEP or WPA) and the network key (password). If you need assistance with wireless card settings, please contact Tech Support

Internet Support: Gaming Category

How can I hook up my PlayStation 2 to your service?
  1. Power up the PlayStation 2, with an Ethernet cable connected, and load the Network Adaptor Startup Disc
  2. Once it has loaded, Press X to enter the ISP SETUP
  3. The ISP SETUP will begin to load
  4. Once the setup process has loaded press X to continue
  5. Your PlayStation 2 will search for the network adaptor
  6. After the network adaptor has been found, press X to continue
  7. Press X again to continue
  8. Wait while the data is accessed
  9. Select NEW and then press X to continue
  10. Type a name for your ISP setting --> Metronet
  11. When asked "Do you currently subscribe to an ISP service", select YES and press X to continue
  12. For connection type, choose HIGH SPEED CONNECTION (CABLE OR DSL) and press X to continue
  13. Select AUTOMATIC SETTINGS and press X to continue
  14. When asked if your ISP requires a User ID and Password, select NO and press X to continue
  15. When asked if your Internet Service Provider requires you to input a DHCP Host Name, select NO, Unplug your Ethernet cord from the PS2*, and press X to continue (Unplugging your Ethernet cord from the PS2 will cause the test to fail, you want this to happen so you can get the PS2 to display your MAC address.)
  16. Wait while your network connection is tested
  17. To test the connection, you will need to restart the ISP SETUP program. Perform steps 1 through 16 above
  18. Once the network connection test is successful press X to save the configuration to the memory card
  19. The network configuration will now be saved to the memory card. Do not remove the network card while this information is being saved
  20. Your PlayStation should now be configured to connect to the Internet and you should now be able to start playing online, press X to return to the main menu
  21. To test out your connection you can choose DEMOS and press X to continue
  22. From there follow the instructions on screen to play an online game demo. For further information regarding the PS2 online service visit the Official Web Site at Playstation.com
How can I hook up my Xbox to your service?
  1. Turn off your Xbox console before connecting any cables.
  2. Take your Ethernet cable and connect to the Ethernet port on the back of the Xbox console.
  3. Turn on your Xbox console, with no disc in the disc tray.
  4. From the Xbox Dashboard choose Xbox Live. Or, play a game on your Xbox Live Starter Kit disc and choose the option for Xbox Live play.
  5. When you see the Xbox Live screen, congratulations! You are connected to Xbox Live!

FAQs Fiber Phone

Do I have to be home when Metronet's installer comes?
An adult 18 years of age or older needs to be present when our installer arrives.
Can I keep my old phone number if I order new phone service from Metronet?
Yes, you may keep your old phone number.
Do I need any special equipment?
No. You can use the phone you have now with one exception. Pulse dial phone usually will not work on our system. After service is ordered and an installation appointment is scheduled, a Metronet technician will come to your home and set up everything for you.
What is E911?
E911 or Enhanced 911 is a system that automatically associates an address to the phone number from which the call is being made and routes it to the appropriate local 911-call center. This provides emergency responders with the location of the emergency without the caller having to provide it. All phone numbers issued by Metronet are recognized and supported by 911 call centers in your area.
Will I be listed in the 911 databases?
Yes, your phone number is automatically added to and supported by the 911 centers in your area.
Will my number be listed in the phone book?
Yes, unless you request one of the following Specialized Directory Listing Services, which are available for a monthly charge:
  • A "non-listed" telephone number is not listed in the phone book, but will be available through Directory Assistance.
  • A "non-published" phone number is not available in either the phone book or through Directory Assistance.
I'll be away from my home phone. Can I forward my calls to another number?
  1. Press *72 plus your full 10 digit home phone number.
  2. Listen for a stutter tone.
  3. Dial the telephone number to which all calls are to be forwarded (the "forward-to" number).
  4. Wait for a ring and answer*.
  5. Hang up.
*To activate this feature, you must be on the phone from which calls will be forwarded and you must call and connect to the "forward-to" number. If the line is busy or you receive no answer, repeat activation steps 1 and 2 within two minutes of your first attempt to save the forward-to number. Listen for the confirmation tone and hang up (activation occurs automatically on the second attempt even if the phone is not answered, as long as the second attempt is made no later than two minutes after the first attempt).
I'm having trouble dialing long distance. Why is this happening?

If you have a dial tone but are having trouble dialing long distance, there are a couple of things you can do that might help you complete your long distance call.

First, make sure that you dial "1" before the area code and phone number when placing a call from your home phone. This may seem obvious, but with the popularity of cell phones which don't require a "1" to be dialed in order to make a long distance call, it's easy to forget that LAN-based phones still require the "1" to be dialed first.

Secondly, when dialing, make sure you don't wait more than 5 seconds in between button presses. Waiting too long between button presses will cause the phone system to "time out" and disconnect, therefore not allowing you to complete your call. When this happens, simply hang up and try your call again.

Can I call 900 or 976 numbers?
For our customer's protection all Metronet Phone lines have Call Blocking activated so that calls to all 900 and 976 numbers are automatically blocked. There is no charge for this feature. (Please note: This service cannot be deactivated.)
Can I watch TV and surf the Internet while I’m on the phone?
Yes. With Metronet Phone service, you can use all three services at the same time.
If the power goes out, will my phone still work?
It depends on the type of phone you have. "Corded" phones require no electricity and plug into the wall jack. These phones should not be affected by power outages. Most "cordless" phones require a base station plugged into an electrical outlet. The base station transmits telephone signals wirelessly to each hand held phone. If there is no power to the base station, the phone will not receive telephone signals.
If my Fiber TV goes out, can I still use my phone?
Yes, in most cases. Digital phone service uses different frequencies than Fiber TV service, so an interruption in Fiber TV service should not affect your phone. However, if inclement weather damages the local plant, digital phone and Fiber TV service could be interrupted.