Technical Support

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Troubleshooting EXPRESSNET DSL

If you experience problems with your Internet connection, these simple steps may help.

1.)  Power-cycle your DSL modem.

There may be an on/off switch in back of the unit. If not, simply unplug the round power connector behind your DSL modem. Leave it off for a few seconds, then turn it back on.

CRITICAL: Once you turn your DSL modem back on you must wait for up to 5 minutes for it to “wake up” and establish the connection. Not allowing the unit to fully wake up will result in failure of the following steps.

 

2.)  Power-cycle any routers that may be connected to the DSL modem.

Many subscribers connect wireless routers to our DSL modem. To power-cycle these simply unplug the power connector from behind the unit. Wait a few seconds and plug it back in.

We have found that routers frequently enter a confused state with AC power fluctuations and need power-cycling frequently. If you find that you are continually performing these setps to repair the Internet connection, simply try power-cycing your router next time. If this fixes your connection you have narrowed the problem down to your router.

 

3.)  Completely shut down and restart all computers.

Be sure you fully power down and restart the computer. Some people confuse “Sleep or Hibernate” functions a restart which it is not. If you are in the Windows environment you’ll need to choose Shutdown.

If these steps do not resolve the problem please contact our 24-hour Internet Technical Support line at toll-free (877) 452-9035.

Troubleshooting EXPRESSNET Wireless

If you experience problems with your Internet connection, these simple steps may help.

1.)  Power-cycle the Subscriber Module (radio) outside.

Please review the image of your power supply that operates the Subscriber Module (SM) outside. To power cycle the SM simply un-plug and re-plug the CAT5 cable connected to the small square box that is located either behind your computer or behind a router. The connector fits snug so be sure to really push when you reconnect it.

CRITICAL: Once your SM is powered on you must wait for up to 5 minutes for it to “wake up” and establish the connection to the tower. Not allowing the unit to fully wake up will result in failure of the following steps.

2.)  If you have a router power-cycle it.

Many subscribers connect wireless routers to our equipment. If you do not have a router skip this step.

After waiting 5 minutes for the SM to wake up and establish the Internet connection, power-cycle your router. To do this simply unplug the power connector from behind the unit. Wait a few seconds and plug it back in.

We have found that routers frequently enter a confused state with AC power fluctuations and need power-cycling frequently. If you find that you are continually performing these steps to repair the Internet connection, simply try power-cycling your router next time. If this fixes your connection you have narrowed the problem down to your router.

3.)  Completely shut down and restart all computers.

Be sure you fully power down and restart the computer. Some people confuse “Sleep or Hibernate” functions a restart which it is not. If you are in the Windows environment you’ll need to choose Shutdown.

If these steps do not resolve the problem please contact our 24-hour Internet Technical Support line at toll-free (877) 452-9035.

E-mail support for addresses ending in @cvctx.com

E-mail Settings Quick Reference

POP Settings

Incoming POP3 Server Name: pop.cvctx.com
POP3 Login Username: you@cvctx.com (your entire e-mail address)
POP3 Password: Your e-mail password
Outgoing SMTP Server Name: smtp.cvctx.com
*SMTP Authentication must be enabled this is usually a check box
SMTP Authentication Username: you@cvctx.com (your entire e-mail address)
SMTP Password: Your e-mail password
SMTP Outgoing Port: 1025 (You must modify 25 to read 1025)

IMAP Settings

Incoming Mail Server Name: imap.cvctx.com
E-mail Username: @cvctx.com (your entire e-mail address)
Outgoing Mail Server Name: smtp.cvctx.com
Outgoing Mail Server Username: @cvctx.com (your entire e-mail address)
Enable SMTP Authentication Must enable “My outgoing server requires authentication” this is usually a check box