High-speed Internet Access

Connection Issues

We understand that having trouble connecting to the Internet can be a frustrating experience. As a first step, please review the FAQs in this section. If you do not find the answer to your question or continue to experience problems, please do not hesitate to contact technical support.

What are Trans-Video’s DNS Settings?

Incoming Mail(POP3): pop3.trans-video.net
Outgoing Mail(SMTP): smtp.trans-video.net
Primary DNS Server: 72.237.56.70
Secondary DNS Server: 72.237.56.71
FTP Server: ftp.trans-video.net
WWW Server: www.trans-video.net

My computer seems to be working normally, but I can’t connect to the Internet.

Have you checked to make sure all of your modem’s cables are properly connected? The modem has three cables. You need to make sure:

  1. The power cord is connected to the modem and to your wall socket or your power strip.
  2. The power is on to your wall socket or your power strip.
  3. The coaxial cable connector is screwed fully into the back of the modem.
  4. The data cable is connected from the modem to the computer’s network card or USB port. The network connector looks like a plastic telephone connector, only slightly wider; the USB connector is rectangular and usually with metal shielding. (You will only be using one of these connections, either the ethernet cable or USB.)

My connection speed seems slow. How can I check it?

You can check how fast your Internet connection speed is using our Speed Test.

How do I fix user name or password errors?

Passwords are the most important part of your e-mail and account management services. Occasionally, you may receive an error that says “User Authentication Error”, “Password Failed”, or something similar while trying to check your e-mail. If you receive these errors, and have not changed your password in the last 24 hours, remember the following three most common causes for this error:

Passwords are case sensitive. Certain portions of the password may need to be capitalized. For instance, if your password was “AbC1234”, you would need to capitalize the “A” and the “C”, but not the “b”. Likewise, simply typing “abc1234” would not work.
Did you leave the "Caps Lock" key on? Sometimes this seemingly simple error can cause hours of frustration.
Are you using the correct password? If your mail client supports multiple users, it is possible that you are using the correct password for your account, but not for the currently active account. It is also important that you leave the domain field in the login window blank.

If you have changed your password in the last 24 hours, and it is not working, please contact technical support.

To change your password, please follow the steps outlined in the General Internet FAQs section on passwords.

FIREWALL SETTINGS

With broadband connections like the high-speed Internet access offered by Trans-Video, we recommend using a firewall. A firewall prevents others from tampering with your machine or using it behind your back (a firewall does not prevent viruses). You can get a free firewall from several vendors, including Zone Alarm.

If you have trouble retrieving email or getting/staying connected after you’ve installed a firewall, please review the following FAQs before contacting technical support.

Why do I have a recurrent connection problem?

Trans-Video gives your computer an Internet (IP) address using a process called DHCP. You are given an IP for a specific period of time (a “lease”), and when the time is half over, DHCP “renews the lease.” If the lease is not renewed before it expires, your address is lost and you cannot connect to the Internet until the lease is renewed. Firewalls may prevent the Trans-Video DHCP lease renewal.

For ZoneAlarm users, there are two solutions:
Set ZoneAlarm Internet Security to Medium. This allows DHCP to work while the firewall still blocks damaging access to your computer from the Internet. You also remain protected by ZoneAlarm’s application control feature. Only the applications you approve can connect to, or accept connections from, the Internet. You set the Security level for the Internet Zone in ZoneAlarm’s Security panel.
Add Trans-Video’s DHCP server and default gateways to your Local Zone. This allows you to keep your Internet security setting at High. Here’s how to add Trans-Video’s DHCP server to your Local Zone:
  1. Double-click the ZoneAlarm icon (in the system tray if it’s running)
  2. Click on the Security button to view the expanded Security panel
  3. Click on Advanced
  4. Click Add
  5. Select IP Address
  6. Under Description, enter Trans-Video DHCP Server
  7. Under IP Address, enter 72.237.56.68 (if there are four boxes, enter the number in each box: 216, 204, 165, and 68)
  8. Click OK. Now you want to add another
  9. Click Add
  10. Select IP Address
  11. Under Description, enter Trans-Video Gateway
  12. Under IP Address, enter 216.204.170.1 (if there are four boxes, enter the number in each box: 216, 204, 170, and 1)
  13. Click OK
  14. Click OK again to return to ZoneAlarm

Why is there a pause when I check email or a pause during FTP sign-on?

For security reasons, Trans-Video asks each computer to identify itself before being granted access to email or file transfer. The IDENT request will be refused by a firewall. This will create a pause in the sign-on process, or a complete inability to get email or upload files. For security reasons, you may want to wait this out. On the other hand, you may want to trust that Trans-Video’s request is legitimate, as it is the only server on the cable system.

For ZoneAlarm users, there are two ways to avoid these blockages:
Set ZoneAlarm Internet Security to Medium.
  1. Double-click the ZoneAlarm icon (in the system tray if it’s running).
  2. Click on the Security button to view the expanded Security panel
  3. Set security slider to medium
  4. Click OK
Add Trans-Video’s DNS servers to your Local Zone. Avoiding the IDENT pause means adding Trans-Video’s DNS servers to your Local Zone. This allows you to keep your Internet security setting at High.
  1. Double-click the ZoneAlarm icon (in the system tray if it’s running)
  2. Click on the Security button to view the expanded Security panel
  3. Click on Advanced
  4. Click Add
  5. Select IP Address
  6. Under Description, enter Trans-Video DNS Server 1
  7. Under IP Address, enter 72.237.56.70 (if there are four boxes, enter the number in each box: 216, 204, 165, and 70)
  8. Click OK. Now you want to add another
  9. Click Add
  10. Select IP Address
  11. Under Description, enter Trans-Video DNS Server 2
  12. Under IP Address, enter 72.237.56.71 (if there are four boxes, enter the number in each box: 216, 204, 165, and 71)
  13. Click OK
  14. Click OK again to return to ZoneAlarm