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NEWS - 08.06.2007

If you experience problems with your Cable Modem service and the Technology Help Desk schedules a technician to help, please follow the Cable Modem Customer Appointment Guidelines:

* Be available at residence at the time the appointment is scheduled.
* Ensure wall jack cable modem is connected to is accessible (not covered by furniture or obstructed in any way).
* Pets must be contained during service visit.

You should also understand the Cable Modem Technician Guidelines. The cable modem technician will perform the following services as needed:

* Check the status and connection of cable modem.
* Check the RF signal at the wall plate and at the junction box on the exterior of residence to verify they are within specification.
* Check cable modem network operation by connecting to cable modem Ethernet port.
* Provide network configuration handout.
* Provide advice on the proper connection and configuration of a cable modem and computer.
* Provide this list of service providers that can provide additional help:
-- Computer Works (831) 899-3177
-- PC People (831) 649-5900
-- That Computer Place (831) 375-7700
* If the RF signal is not within specification, technician will facilitate the repair of the affected jack or residence and follow-up progress of the repair.

The cable modem technician will not perform the following services:

* Support or diagnose a cable modem that is not connected directly to a cable wall jack. This includes the use of spitters or other in-direct connection methods.
* Diagnosis, hookup, or troubleshooting of home networking. This includes home wireless, routers, hubs, home wiring, or other configurations. We only provide support if your cable modem is hooked directly to the Ethernet port on your computer.
* Installation or configuration of a computer, software, hardware, or other equipment connected to a cable modem.
* Provide cable modem installation service.