How do I set up my wireless cable modem?

Follow the steps below to set up your wireless cable modem.  There are instructions to connect your modem with and without a TV.

Connecting your wireless cable gateway

  1. Connect the coaxial cable to the wall plug.
  2. Connect the other end of the coaxial cable to the CABLE connector on the Gateway and screw it at the bottom manually (do not force).
  3. Connect the YELLOW Ethernet cable to the “Ethernet1” port on your Gateway.
  4. Connect the other end of the Ethernet cable to your computer (Laptop or Desktop).
  5. Connect one end of your power adapter to your Gateway and then plug the other end into the power outlet in your wall.
  6. Power ON the Gateway by pressing the ON/OFF button on the rear panel.

Connecting your wireless cable gateway with TV setup

  1. Connect the coaxial cable to the wall plug.
  2. Connect the other end of the coaxial cable to the “IN” connector of the CABLE SPLITTER and screw it at the bottom manually (do not force).
  3. Connect another coaxial cable to either of the “OUT” connectors on the CABLE SPLITTER and screw it on. Screw the other end of this cable to the CABLE connector on the Gateway.
  4. Connect another coaxial cable to the remaining “OUT” connector on the CABLE SPLITTER and screw it on. Screw the other end of this cable into the back of the television set top box.
  5. Connect one end of your power adapter to your modem and then plug the other end into the power outlet in your wall.
  6. Power ON the Gateway by pressing the ON/OFF button on the rear panel.

Setting up the Wi-Fi feature on the gateway

NOTE: This procedure works only if your wireless adapter in enabled on your computer. If it is not enabled, you will not see any wireless networks being available. The procedure of enabling the wireless adapter is different for each model of laptop.

  1. Locate the SSID and WPA wireless password located on the label placed on the bottom of the modem.
  2. On the right side of the taskbar, you will see a wireless icon, likely represented by several gray bars increasing in size from left to right. Click on it.
  3. You should now see a list of available Wi-Fi connections. Choose the SSID listed on the Gateway label and make sure the “Connect Automatically” box is checked.
  4. When prompted, enter the security key listed on the Gateway label and click OK.
  5. If you typed the correct password and everything is OK, the wireless icon from your taskbar changes to include white bars.
  6. You should see five solid indicator lights on your Gateway. If all five indicator lights are not lit, please refer to the basic troubleshooting section below.
  7. Open a web browser and go to a website that you have never accessed before (one your browser would not have in the memory). If you are able to access the site, the setup process is complete!

Basic Troubleshooting

Troubleshooting Internet Connectivity:

  1. Ensure the coax cable is correctly connected to the Windstream Gateway and to the coax wall jack. If you are connecting to a TV, ensure the splitter is connected from the wall plate to the “IN” port on the splitter and the TV and Gateway are connected to the “OUT” ports on the splitter. 
  2. Wired connection: Verify that you have an Ethernet cable in one of the four yellow jacks on the Windstream Gateway correctly connected to a PC/Laptop.  
  3. Wireless connectionMake sure your SSID and Password are correct (See Note: on Step 2 of your Windstream HSI Welcome guide). If you are still experiencing no connection with your internet while using a wireless connection, try a wired connection from your PC/laptop directly into the Ethernet Connection on the Windstream Gateway using an Ethernet cable. This eliminates a potential problem within the Wi-Fi space.
  4. The Windstream Gateway should have five solid lights (w/ Wi-Fi turned on). If five solid lights are not displayed on the Gateway within five minutes of establishing or re-establishing all the essential connections, a technician dispatch may be required.

Troubleshooting Internet Speed or Dropped Connections:

  1. Run a speed test. Please ensure the Windstream Gateway is directly connected (“wired connection”) to your PC/laptop and no other devices are connected when troubleshooting speed performance. The suggested site is speedtest.windstream.net
  2. If speed test results are good when directly connected to the Windstream Gateway, and you are still experiencing slow speeds through your wireless connection, please try the following:
    • ​One of the most common Wi-Fi problems in an apartment complex is a conflict with other routers nearby being on the same channel. Log into the Gateway to change the Wi-Fi channel (avoid the popular channels: 1, 6, & 11). Below are the steps to change the channel:
      1. Open your web browser and enter the following: http://192.168.1.1/
      2. Connect by typing username and password found on the product label.
        • Username: admin
        • Password: admin
      3. Click “Apply”
      4.  The following message appears. “It is advised, for security reasons, to change the default login password”. We recommend you click “Cancel” at this message. If you choose to create your own Login, please record the information for future use. 
      5. Select Wireless at the top of the web page.
      6. Scan Wireless APs to find the best possible channels.
      7. Once you scan Wireless APs, choose a channel that is used less frequent than any other channel on the listed access points. (You can choose from channels 1 thru 11). 
      8. Once you determine your best channel, change the Control Channel drop down to your selected channel and then select “Apply”.

If you need further assistance, please call Windstream at 1-866-454-1986 to schedule a technician.

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