High-speed Internet Access

General FAQs

For connection issues, please review our Connection Issues FAQs before contacting technical support.

Can I have more than one e-mail account?

Yes. Unlimited e-mail accounts are provided with each Cable Modem account.

Can I access my Trans-Video e-mail account away from my home or office?

Yes! Click here to access Webmail.

How do I change my e-mail password?

First login to your Webmail account and then follow these steps:

  1. Look to the top left of the Webmail screen and you will see several menu items (directly below where it displays "Current Folder"). Choose "Options" which is the 4th item from the left.
  2. From the Options menu screen, choose "Change Password" which is on the bottom of the right hand column.
  3. At this screen, you will be asked to enter your old password, enter your new password, and enter your new password again to confirm. Click "Submit."

When choosing a new password, please note all passwords must be a minimum of 8 characters, and contain at least one uppercase letter and one number.

Once you have clicked "Submit," you will be returned to the "Options" page where you will see the message: "Successfully Saved Options: Password changed successfully. Please use your new password to log in from now on."

If you expereince any errors logging in with your new password, please review the FAQs related to connection issues and passwords.

How long do installations take?

Installations can take anywhere from twenty minutes to one hour. Installations include evaluation and verification of the quality of current cable connections, installation of the modem and Ethernet card (if necessary), and system configuration.

What is the cost of installation?

There is no installation cost.

Can I have more than one computer hooked up to my modem?

Yes, depending upon which Cable Modem you choose, you can connect additional computers either through a WiFi signal or a wired router.

A router is very similar to a multi-outlet power strip. Once the router is connected to the modem, additional computers can be connected to the router in order to share the Internet signal. Each computer will need an Ethernet card to interface with the router.

Can I use my own cable modem?

Yes, but first you must sign up as a Trans-Video customer so we know that your modem exists. We will need the HFC MAC address found on the modem itself, which you can provide to us when you sign up for high-speed Internet access.

Why can’t I create a server of my own?

Trans-Video provides Internet access for a very modest fee and we allocate our bandwidth on the basis of how residential and business users traditionally access Internet services. Servers consume a much higher chunk of this bandwidth — a burden which is unfair to require all users to shoulder. Individual servers slow down service for everyone.

Oh, No! Do I Have a Virus?

For virus protection, we recommend that users obtain and keep current virus scanning software.

Symptoms of viruses vary. If your machine all of a sudden loses Internet connectivity, seems incredibly slow and is acting strangely it may be indicative of a virus. Some viruses install software that destroys your files, or makes programs vanish. Some present messages on the screen and then erase themselves. Others install secret "back doors" that send your personal information, including credit card numbers, to sites in other countries. Many make copies of themselves and send themselves to everyone on your email list with a catchy subject line to induce your friends into opening and installing the virus — and the process continues and the virus spreads to hundreds of thousands of computers. Please call us with any questions you may have about viruses and how to best protect your computer.

Some of the ways to avoid viruses are:

Obtain and install virus protection software. And learn how to use it effectively.
Keep the virus protection software up to date. This generally requires downloading update files frequently, and subscribing to the software manufacturer's virus alert mailing list.
Never open an attachment to a mail file that you did not expect to receive. Even then, scan it with virus protection software before opening it.
Scan every piece of software you receive. Especially downloaded files (including movies, images, and sound files) but also word processing documents or other files you might receive on a disk, CD or portable hard drive.