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Toubleshooting 101

Troubleshooting (T= Trouble, A = Action):

PHONE

T: Phone – No Phone Dial Tone
A: Unplug all phones from the line and test them one at a time.

TV

T: TV – No Signal/No Input Error Message
A: Press input button on the TV to cycle through the available devices connected.

T: TV – Remote not working
A: Check batteries Press stb button then ok return to normal function.

T: TV – Recorded TV not available
A: Unplug power source and plug back in (wait 30 seconds).

T: TV – How do I program my remote to my TV
A: CLICK A REMOTE FOR INSTRUCTIONS

INTERNET

T: INTERNET – My internet is not working
A: Unplug power from modem or router (wait 30 seconds) and plug back in.

T: INTERNET – I can’t connect via wifi
A: Unplug power from modem or router (wait 30 seconds) and plug back in.

T: INTERNET – I’m getting buffering while watching online videos.
A: Please check you have adequate bandwidth for the stream you are trying to watch.

T: INTERNET – I can’t authenticate my wifi.
A: Verify username and password.

DSL Internet Power Cycle (Comtrend, Visionnet, etc.) for Ronan/Pablo Area:

1. Shut down all computers by powering off.
2. If a router is connected (e.g. Netgear, TP-Link, D-Link, etc.), power off.
3. Unplug power cord (usually slim black cord) from back of modem and leave down for 1-2 minutes.
4. Reconnect power cord to modem and wait for light on modem to be green to include power and DSL.
5. Restore power to router if you have one.
6. Restore power to computer or other devices previously disconnected.
7. If power cycle was successful, open a browser (Chrome, Firefox, Internet Explorer, etc.) or email.

If you still have trouble, please call Access Montana 406-676-3300.

Wireless Internet Power Cycle for Polson, Plains, Charlo, Arlee & Mission:

1. Shut down all computers by powering off.
2. Unplug power to router (e.g. Netgear, TP-Link, D-Link, etc.).
3. Follow Ethernet cord from back of router’s Internet port to power supply (usually small black or white box which provides power to the radio on the outside of your home). Unplug from electrical socket and leave off for 1-2 minutes.
4. Plug in power supply and wait 2-3 minutes.
5. Restore power to router and wait 1-2 minutes.
6. Restore power to computer or other devices previously disconnected.
7. If power cycle was successful, open a browser (Chrome, Firefox, Internet Explorer, etc.) or email.

If you still have trouble, please call Access Montana 406-676-3300.

Cable Internet Power Cycle for Plains, Thompson Falls & Mission:

1. Shut down all computers by powering off.
2. Unplug power to router (e.g. Netgear, TP-Link, D-Link, etc.).
3. Unplug power to Arris modem (usually slim black cord), wait 1-2 minutes.
4. Plug in Arris modem only and wait for Power, Receive, Send, and Online LEDs are solid ON.
5. Restore power to router and wait 1-2 minutes.
6. Restore power to computer or other devices previously disconnected.
7. If power cycle was successful, open a browser (Chrome, Firefox, Internet Explorer, etc.) or email.

If you still have trouble, please call Access Montana (406) 676-3300.

VOICEMAIL

Using the Voicemail System

The voicemail system is menu driven. Listen to the voice prompts and then press the keys on your phone to select the option you would like.

Voicemail Setup

The first time you access your voicemail box you will be asked to set up your mailbox. This includes choosing a 6-digit pin, recording your name and a greeting to be played to callers.

1. Dial 406-676-2300 key; from your subscribed landline phone
2. When prompted, enter your password
3. Listen to the voice prompts to set up your Voicemail. After recording your name and greeting you will be directed to your Voicemail Box

Accessing Voicemail

From your own phone:

1. Dial 406-676-2300
2. When prompted, enter your password

Once you have accessed your Voicemail, messages will be identified. After hearing any new messages, you will be presented with the Voicemail Main Menu. The Main Menu options are listed in the Voicemail Main Menu section of this Guide.

From another phone:

1. Dial 406-676-2300
2. Enter your 10-digit number followed by #
3. Enter your PIN followed by #
4. You are now able to listen to your Voicemail

Voicemail Main Menu

Message Playback Options

While listening to your voicemail messages, the following options are available:

Changing Your Voicemail Password

1. Access your voicemail box
2. From the Main Menu, press 4 to change your settings
3. Press 3 for security options
4. Press 1 to change the PIN

Changing Your Personal Greeting

1. Access your voicemail box
2. From the Main Menu, Press 3
3. To setup a personal greeting, press 1
4. To setup a system generated greeting or to change the recording of your name, press three
5. To change the greeting that callers hear when you’re busy, press 5
6. If you don’t record a personal greeting, a generic greeting will be played

 If you still have questions, please call Access Montana (406) 676-3300.