How do I set up automatic monthly payments?
How do I troubleshoot my internet service when it's not working?
How do I bypass my router?
How do I connect a router?
Where can I find a copy of the Customer Service Agreement and Policies?
Where can I find phone instructions? (Does not apply to VOIP)
What should I do if I experience a problem with my service or billing?
Where can I find a copy of the Internet Transparency Disclosure?
How do I troubleshoot my internet service when it's not working?
How do I bypass my router?
How do I connect a router?
Where can I find a copy of the Customer Service Agreement and Policies?
Where can I find phone instructions? (Does not apply to VOIP)
What should I do if I experience a problem with my service or billing?
Where can I find a copy of the Internet Transparency Disclosure?
How do I set up automatic payments?
You can make automatic monthly payments using your checking/savings account or credit/debit card. Forms for both options can be found on the Forms page.
How do I troubleshoot my internet service when it's not working?
Click the model of your modem for troubleshooting instructions. (We recommend printing these instructions before you experience a problem.)
Arris
Arris CM820A
Question How do I troubleshoot Internet connection issues with my CM820?
Answer If Internet connection issues with the CM820 arise, troubleshooting may resolve the issue, or may provide insight as to what is causing the issue. This document provides helpful information for troubleshooting Internet connection issues with the CM820.
The following troubleshooting steps are to be followed in sequence:
Check the physical connection
With the proper setup, the Online and Link LED should be solid yellow or green. If this is not the behavior that the CM820 is displaying, please refer to this table for more information regarding LED behavior.
Power Reset
Question How do I troubleshoot Internet connection issues with my CM820?
Answer If Internet connection issues with the CM820 arise, troubleshooting may resolve the issue, or may provide insight as to what is causing the issue. This document provides helpful information for troubleshooting Internet connection issues with the CM820.
The following troubleshooting steps are to be followed in sequence:
- Check the physical connection
- Verify the LEDs
- Power Reset
Check the physical connection
- Verify that the CM820 power cord is connected from the power port of the CM820 to the power outlet.
- Verify that the coaxial cable is connected from the cable port of the CM820 to the cable outlet.
- Verify that the Ethernet cable is connected from the Ethernet port on the CM820 to the Ethernet port on the computer.
With the proper setup, the Online and Link LED should be solid yellow or green. If this is not the behavior that the CM820 is displaying, please refer to this table for more information regarding LED behavior.
Power Reset
- Shutdown the computer.
- Unplug the cable modem from the AC wall outlet and wait one minute.
- Plug the cable modem into the wall outlet.
- Wait until the Power, Receive, Send, and Online LEDs are solid.
- Restart the computer.
Motorola
MOTOROLA SB5101
Question How do I troubleshoot connectivity issues with my SB5101 Cable Modem?
Answer If Internet connection issues with the SB5101 arise, troubleshooting may resolve the issue, or may provide insight as to what is causing the issue. This document provides helpful information for troubleshooting connectivity issues with the SB5101.
The document contains the following sections, to be followed in sequence:
Checking the physical connection
Verifying the LEDs
Restarting the SB5101
Question How do I troubleshoot connectivity issues with my SB5101 Cable Modem?
Answer If Internet connection issues with the SB5101 arise, troubleshooting may resolve the issue, or may provide insight as to what is causing the issue. This document provides helpful information for troubleshooting connectivity issues with the SB5101.
The document contains the following sections, to be followed in sequence:
- Checking the physical connection
- Verifying the LEDs
- Disconnecting / Reconnecting the power cord
Checking the physical connection
- Verify that the SB5101 power cord is connected from the power port of the SB5101 to the power outlet.
- Verify that the coaxial cable is connected from the cable port of the SB5101 to the cable outlet.
- For an Ethernet Connection, verify that the Ethernet cable is connected from the ETHERNET port on the SB5101 to an Ethernet port on the computer.
For a USB Connection, verify that the USB cable is connected from the USB port on the SB5101 to a USB port on the computer.
Verifying the LEDs
- Verify that the Standby light is off.
If the Standby light is on, then the modem is in Standby mode, and all other lights on the modem will be off. Press the Standby button on top of the modem to take the modem out of Standby mode. - Verify that the Power light is solid green.
If it is not solid green, there may be an issue with the power cord, the wall outlet, or the SB5101 device itself. The modem may also be in Standby mode. - Verify that the Send and Receive lights are solid green.
If they are not solid green, then there may be a line signal issue. Contact our office. The modem may also be in Standby mode. - Verify that the Online light is solid green
If it is flashing, then the SB5101 is attempting to establish a network connection to the cable provider. If it remains flashing and never turns solid, please proceed to the Restarting the SB5101 section of this document for further troubleshooting.
Restarting the SB5101
- Unplug the power cord from the electrical outlet for about 10 seconds.
- Plug the power cord back into the electrical outlet.
How do I bypass my router?
How do I connect a router?
Where can I find a copy of the Customer Service Agreement and Policies?
A copy of the Customer Service Agreement and Policies can be found here. We provide you and your household members with our services on the condition that you comply with this agreement. Please review them so you are familiar with your responsibilities.
Phone Instructions
Accessing Your Voice Mail
Changing Your Voice Mail Password
Setting Up Your Voice Mail Greeting
* Note that when you want to disable your Temporary Message you will have to proceed to the Temporary Greeting Menu and then press 2 to cancel your Temporary Greeting. Until you do this, the Temporary Greeting will continue to play when callers proceed to voice mail.
Call Forwarding
1. Dial *72 and wait for a dial tone.
2. Enter the 10-digit number (dialing 1 before area code if needed).
3. If you have Voice Mail, calls that would usually go to Voice Mail will continue to go to the forward-to number.
4. When ready to deactivate Call Forwarding, simply dial *73 from your home phone.
Call Waiting
1. While you’re on the phone, a special tone tells you that a second call is waiting.
- Dial the phone number of the mailbox you wish to access (this can be done from the same phone number or from a different phone number)
- Let the phone ring out until the Voicemail answers
- Press the * key and enter your password _____________
- You are now logged into your Voice Mail box
- After logging into your Voice Mail’s Main Menu, press 1 to listen to messages (you must listen to new messages before you can listen to saved messages)
- Once you have heard the message you can:
- Press 5 to repeat the current message
- Press 6 to play the next message
- Press 7 to delete current message
- Press 9 to save current message
- When finished reviewing messages press # to exit.
Changing Your Voice Mail Password
- After logging into your Voice Mail’s Main Menu press 0 (zero) for mailbox options
- Under the Mailbox Options Menu press 5
- Now enter your four digit password of choice followed by the # key
- You must now re –enter your new password followed by the # key again
- You have now changed your Voice Mail password
Setting Up Your Voice Mail Greeting
- Before you start it is a good idea to decide what type of greeting you would like to play. The options are:
- Personal unavailable message
- Record your name (If your personal unavailable message is erased, a formal greeting that simply says your name will be played)
- A temporary greeting (for example, state you are on vacation and when you will return)*
- After logging into your Voice Mail’s Main Menu press 0 for mailbox options
- From the Mailbox Options Menu, you can:
- Press 1 to record your unavailable message
- After recording, press #
- To accept the message you just recorded, press 1
- To hear the message you just recorded, press 2
- To re-record your message, press 3
- Press 3 to record your name
- After recording, press #
- To accept the name as you just recorded it, press 1
- To listen to the name you recorded, press 2
- To re-record your name, press 3
- Press 4 to record your temporary greeting*
- After recording, press #
- To accept your Temporary Greeting recording, press 1
- To hear this recording, press 2
- To re-record this message, press 3
- Press 1 to record your unavailable message
* Note that when you want to disable your Temporary Message you will have to proceed to the Temporary Greeting Menu and then press 2 to cancel your Temporary Greeting. Until you do this, the Temporary Greeting will continue to play when callers proceed to voice mail.
Call Forwarding
1. Dial *72 and wait for a dial tone.
2. Enter the 10-digit number (dialing 1 before area code if needed).
3. If you have Voice Mail, calls that would usually go to Voice Mail will continue to go to the forward-to number.
4. When ready to deactivate Call Forwarding, simply dial *73 from your home phone.
Call Waiting
1. While you’re on the phone, a special tone tells you that a second call is waiting.
- Press and quickly release the TALK or FLASH button on your phone. The first caller will be placed on hold, and you will be connected with the new caller.
What should I do if I experience a problem with my service or billing?
Parish Communications works to resolve any complaints concerning its service as quickly as possible. Should you have any complaint regarding quality of service or billing, please contact our customer service representatives at 800-466-6444. If a complaint remains unresolved, you may elect to write a brief explanation of the complaint and actions taken, and bring them to the attention of Parish Communications' office by mailing to Parish Communications, Attention: Customer Complaint, P.O. Box 10, Auburn, MI 48611. If your dispute remains unresolved (after contacting Parish Communications first), you may wish to contact the Michigan Public Service Commission at 1-800-292-9555 or www.michigan.gov/mpsc.
Where can I find a copy of the Internet Transparency Disclosure?
The Federal Communications Commission requires that we provide the following information regarding our broadband internet service. This includes any network management practices that we employ and the performance structures of our services. The intent is that consumers have the information necessary to make informed choices regarding the use of these services. This disclosure should also be read in conjunction with Parish Communications’ “Annual Customer Service Agreement and Policies”. This statement pertains only to that portion of our network dedicated to broadband internet services provided to our subscribers, and not those used to provide other services related to cable television service, phone service, or other information services.
Network Management Practices
Parish Communications (Parish) does not discriminate or block access to any lawful website, service or application, provided that such websites, services and applications do not harm the network, facilitate theft of service or the distribution of unlawful content, or otherwise impair the use of service by other subscribers. All lawful internet traffic is handled equally. Parish does not slow or throttle one type of use while leaving others unaffected. Parish does not allow prioritization or “fast-lanes” in exchange for payment, services or other.
Congestion Management
Parish strives to provide the best online experience for all of it subscribers. In order to achieve this, there may be certain circumstances where managing the network is required so that the activities of a few subscribers do not interfere with the use of our network. In these situations, our goal is to ensure all subscribers have reasonable access to their fair share of the service by identifying the offending devices and/or users and employing network management practices. The users/devices in question will be managed until the congestion is alleviated, during which time subscribers may see reduced download/upload speeds, but no specific type of activity will be targeted by these practices.
Network Security
If we detect malicious activity on our network we have the right to protect our network and subscribers against spam, viruses, malware and other threats by terminating the source.
Equipment
Parish supports the use of DOCSIS 3.0 modems, which are provided at the time of internet service installation and are without monthly fees (subscribers may be subject to an equipment deposit). Subscribers may elect to use their own modem, which must be compatible with the Parish network. Non-complying modems will not operate on the network. Subscribers are responsible for contacting Parish in advance of installation to confirm compatibility.
Network Speeds
Parish offers different upload and download speeds and price points. The intended use of the service (ie video streaming, email, web browsing, etc) should determine the required speed. Parish provisions its subscribers’ modems to maximize our subscribers’ ability to receive maximum speed levels for the subscribed service tier. However, Parish cannot guarantee the “actual” speed a subscriber receives, as a user’s experience can be affected by a number of factors and conditions, many of which are beyond the control of an ISP, such as Parish. Some of these external factors include:
Parish offers speeds that vary from 10Mbps to 110Mbps. For these speeds subscribers can expect to pay anywhere from $40 to $100, depending on the level of service a subscriber chooses to purchase from Parish. The current pricing can be obtained by contacting our office at 989-662-6811. The pricing is subject to change. The information contained here within in not intended to supersede or modify any of the terms and conditions of service.
Privacy Policy
Your privacy is important to us. The personal information you provide to Parish is governed by Parish’s Privacy Policy, which is posted on Parish’s website in the Annual Customer Service Agreement and Policies. The terms are subject to change. Parish does not share your personal information unless it is necessary to offer you quality service. Parish will never sell your information or our data. Parish reserves the right, as required or permitted by law, to provide account and user information to third parties and to cooperate with law enforcement authorities in the investigation of any civil or criminal matter.
Usage Metering
All tiers offered by Parish are truly unlimited or uncapped. Parish does not throttle subscribers based on internet usage, or limit subscribers to a specific amount of internet usage. There are, however, situations that can cause congestion on our network beyond what it was designed for. This is typically caused by computer viruses or the like that are designed to saturate a user’s internet connection. In these cases, Parish will deploy monitoring practices to be able to respond to these unique situations. Usage monitoring is a proactive way to address congestion issues that affect other subscribers.
Redress Options
Parish would like to address and resolve any questions and complaints in an informal and direct manner that satisfies all interested parties. Questions and complaints can be made by contacting our office at 989-662-6811, or by mailing a letter to Parish Communications, Attn: Customer Care, PO Box 10, Auburn, MI 48611
We have representatives available Monday-Thursday from 8am-4pm, Friday from 8am-3pm and select Saturdays throughout the month. Reports of outages after hours are monitored 24 hours a day, 7 days a week, and are forwarded to the proper personnel so that the issue can be resolved as expeditiously as possible.
Network Management Practices
Parish Communications (Parish) does not discriminate or block access to any lawful website, service or application, provided that such websites, services and applications do not harm the network, facilitate theft of service or the distribution of unlawful content, or otherwise impair the use of service by other subscribers. All lawful internet traffic is handled equally. Parish does not slow or throttle one type of use while leaving others unaffected. Parish does not allow prioritization or “fast-lanes” in exchange for payment, services or other.
Congestion Management
Parish strives to provide the best online experience for all of it subscribers. In order to achieve this, there may be certain circumstances where managing the network is required so that the activities of a few subscribers do not interfere with the use of our network. In these situations, our goal is to ensure all subscribers have reasonable access to their fair share of the service by identifying the offending devices and/or users and employing network management practices. The users/devices in question will be managed until the congestion is alleviated, during which time subscribers may see reduced download/upload speeds, but no specific type of activity will be targeted by these practices.
Network Security
If we detect malicious activity on our network we have the right to protect our network and subscribers against spam, viruses, malware and other threats by terminating the source.
Equipment
Parish supports the use of DOCSIS 3.0 modems, which are provided at the time of internet service installation and are without monthly fees (subscribers may be subject to an equipment deposit). Subscribers may elect to use their own modem, which must be compatible with the Parish network. Non-complying modems will not operate on the network. Subscribers are responsible for contacting Parish in advance of installation to confirm compatibility.
Network Speeds
Parish offers different upload and download speeds and price points. The intended use of the service (ie video streaming, email, web browsing, etc) should determine the required speed. Parish provisions its subscribers’ modems to maximize our subscribers’ ability to receive maximum speed levels for the subscribed service tier. However, Parish cannot guarantee the “actual” speed a subscriber receives, as a user’s experience can be affected by a number of factors and conditions, many of which are beyond the control of an ISP, such as Parish. Some of these external factors include:
- Performance of a subscriber’s computer and/or router
- Type of connection between a subscriber’s computer and Parish’s modem (ie ethernet or WIFI)
- Congestion of websites and services at peak-usage times, especially those incapable of handling heavy traffic levels
- Parish’s upstream internet performance that can suffer from periodic congestion based on peak-usage time during the day or week, or other unknown factors
- The distance packets travel between a subscriber’s computer and its final destination on the internet, including the number of hops or networks the packets encounter in the transmission path
Parish offers speeds that vary from 10Mbps to 110Mbps. For these speeds subscribers can expect to pay anywhere from $40 to $100, depending on the level of service a subscriber chooses to purchase from Parish. The current pricing can be obtained by contacting our office at 989-662-6811. The pricing is subject to change. The information contained here within in not intended to supersede or modify any of the terms and conditions of service.
Privacy Policy
Your privacy is important to us. The personal information you provide to Parish is governed by Parish’s Privacy Policy, which is posted on Parish’s website in the Annual Customer Service Agreement and Policies. The terms are subject to change. Parish does not share your personal information unless it is necessary to offer you quality service. Parish will never sell your information or our data. Parish reserves the right, as required or permitted by law, to provide account and user information to third parties and to cooperate with law enforcement authorities in the investigation of any civil or criminal matter.
Usage Metering
All tiers offered by Parish are truly unlimited or uncapped. Parish does not throttle subscribers based on internet usage, or limit subscribers to a specific amount of internet usage. There are, however, situations that can cause congestion on our network beyond what it was designed for. This is typically caused by computer viruses or the like that are designed to saturate a user’s internet connection. In these cases, Parish will deploy monitoring practices to be able to respond to these unique situations. Usage monitoring is a proactive way to address congestion issues that affect other subscribers.
Redress Options
Parish would like to address and resolve any questions and complaints in an informal and direct manner that satisfies all interested parties. Questions and complaints can be made by contacting our office at 989-662-6811, or by mailing a letter to Parish Communications, Attn: Customer Care, PO Box 10, Auburn, MI 48611
We have representatives available Monday-Thursday from 8am-4pm, Friday from 8am-3pm and select Saturdays throughout the month. Reports of outages after hours are monitored 24 hours a day, 7 days a week, and are forwarded to the proper personnel so that the issue can be resolved as expeditiously as possible.