I changed from an Unlimited to the limited (U-click 20) package.

The Power, DS (Downstream), US (Upstream), Link and Online lights on the modem are all lit and solid green, but I am unable to browse the Internet.

I am unable to browse; only the Power and the DS lights are on the modem.

How do I access my Flow emails?

I can no longer send mail to my other ISP’s email account

I was sent an email but I don’t see it in my inbox.

When I lose AC power the Internet service goes about 15 minutes after, even though it has battery power.

My network connection says ‘limited’ or ‘no connectivity’.

I have two computers and a switch connected to my Flow modem but I am only able to connect with one (1) computer at a time.

I have a switch connected to my modem but I am only able to connect with one PC.

Is the Flow standard modem equipped with a firewall?

How do I access the Flow standard modem’s configuration page?

When I access the Internet using a wireless router, my service is intermittent.

I removed a PC from my modem and connected another. The second PC will not work but when the first PC is reconnected the service works.

I unplugged my Flow modem from the AC power source in order to reset it but I am still unable to connect to the internet.

Will connecting multiple devices slow down my internet connection?

Problem
I get the message ‘Access Denied’ or ‘Wrong Username / Password On Login Page’.

Possible Solution
Ensure that the username and password are entered correctly.

Problem
I changed from an Unlimited to the limited (U-click 20) package.

Possible Solution
After changing packages from unlimited to a limited (per minute) package, you will be required to login before you can browse the internet. To do this start your preferred browser and you will be directed automatically to http://login.flowtrinidad.com.

Problem
The Power, DS (Downstream), US (Upstream), Link and Online lights on the modem are all lit and solid green, but I am unable to browse the Internet.

Possible Solution
Your modem may need to be reset. To reset, press the reset button on the back of the modem. If you still cannot browse, check to see whether your network card on your computer is connected and enabled by clicking on the network icon on your computer desktop. If your network card is disabled, you can repair your network connection by right-clicking on the icon, and selecting the option to repair the network connection. If you have a router installed, you can reset the router by removing and re-inserting its power cord. If you still cannot browse, please call our Internet Helpdesk at 223-FLOW (3569) ext 2002.

Problem
I am unable to browse; only the Power and the DS lights are on the modem.

Possible Solution
The coaxial cable might not be properly screwed into the modem or there might be some interference on the cable leading into the premises.

Email Setup and Installation

Flow’s mail server supports downloading email using email clients such as Microsoft Outlook, Microsoft Outlook Express, Mozilla Thunderbird or any email client that supports POP3 protocol. When configured correctly, the email client can be set to automatically download all your new mail as it’s received by the Flow mail server.
To configure these mail clients the following settings should be used:

Configuring Outlook Express

Email

Problem
How do I access my Flow emails?

Possible Solution
These can be accessed by either using the web interface - which is accessed by entering http://mail.flowtrinidad.com/webmail in the address bar of your browser or by using a mail client such as Mail (Mac) and Outlook or Outlook Express (Windows).

Problem
I can no longer send mail to my other ISP’s email account.

Possible Solution
Most ISPs do not allow you to send email through their mail server unless you are on their network. You can use Flow’s mail server to send email. Change the OUTGOING mail server of your other ISP account to mail.flowtrinidad.com.

Remember to set the username and password of the OUTGOING mail server the same as that of your Flow Trinidad email account, since our server requires that you log in before you can send mail.

Problem
I was sent an email but I don’t see it in my inbox.

Possible Solution
Flow’s mail servers perform spam filtering. Any emails that get a high spam rating are automatically dropped.

Problem
Setting up your FLow email account.

Possible Solution
View "Setting up your FLow email account" here - (PDF FIle)

Problem
When I lose AC power the Internet service goes about 15 minutes after, even though it has battery power.

Possible Solution
On DC battery power, the modem allows 15 minutes for Internet and the remaining battery power is reserved for the telephone service. This is still the case even if the modem only has Internet service (i.e. even if the modem does not have telephone service installed).

Problem
My network connection says ‘limited’ or ‘no connectivity’.

Possible Solution
Your computer is not receiving a valid IP address from the Flow modem.

Connecting Computers to the Internet

Problem
I have two computers and a switch connected to my Flow modem but I am only able to connect with one (1) computer at a time.

Possible Solution
Flow’s Standard modem only gives out one (1) public IP address to the first device detected by the modem (switches are not addressable devices). Any other devices plugged into the switch will not receive a new IP address. To connect more than one (1) device at a time a dedicated Router (Linksys, D-Link or other) is needed.

Problem
I have a switch connected to my modem but I am only able to connect with one PC.

Possible Solution
The Standard modem ‘remembers’ the first device connected to it and will only allow access to this device. It is likely that the modem is remembering a previous device that was plugged into it and therefore refusing to issue an IP to another device. Reset the modem to clear its memory.

Problem
 Is the Flow standard modem equipped with a firewall?

Possible Solution
Any device connected to the modem receives public IP addresses, therefore the protection of the devices connected to the modem is the responsibility of the customer. A software firewall can be installed on the PCs.

Problem
How do I access the Flow standard modem’s configuration page?

Possible Solution
The modem is not a router, it is a bridge, therefore, there is no configuration page available for customer to access. The modem’s sole responsibility is to issue IP addresses therefore no further configuration is possible.

Problem
When I access the Internet using a wireless router, my service is intermittent.

Possible Solution
There might be interference from other wireless devices, such as phones, remotes, video games, etc. Change the wireless channel on the router, the highest channel on most routers being 11.

Problem
I removed a PC from my modem and connected another. The second PC will not work but when the first PC is reconnected the service works.

Possible Solution
The Standard modem ‘remembers’ the first device connected to it and will only allow access to this device. It is likely that the modem is remembering the previous device that was plugged into it and therefore refusing to issue an IP to another device. Reset the modem to clear its memory.

Problem
I unplugged my Flow modem from the AC power source in order to reset it but I am still unable to connect to the internet.

Possible Solution
The modem is equipped with a battery therefore removing it from the AC power source will not affect the reset. The modem should be reset using the ‘reset button’ located at the back of the modem.

Problem
How are the new modems different from the old ones?
A: The new modems feature a built in wireless router and a 4 gigabit port Ethernet switch. The voice version of the modem is also physically larger and comes with two telephony ports. This means that the customer no longer needs an additional wireless router to connect laptops, tablets and smart phones or a standalone switch to connect wired devices, up to 4, such as workstations

Problem
What wireless standards are supported by the new modems?

Possible Solution
The new modems support all common wireless standards, 802.11b, g and the latest n standard which supports data rates of over 100 Mbps and also offers somewhat better range over earlier Wi-Fi standards

Problem
Is there more than one type of modem available?

Possible Solution
Yes. There are two types available, one is an internet only modem and the other is an internet and voice modem

Problem
Can I connect my modem to my laptop using a USB cable?

Possible Solution
No. Your modem can only be connected via the included network cable or wirelessly

Problem
What is the range I can expect from my wireless modem?

Possible Solution
The typical range of the wireless signal is around 800 feet from the modem but this is highly variable. Obstacles such as concrete walls between the wireless modem and the receiving device will severely affect the range and reduce the effective range indoors to approximately 250 feet.

Problem
What is the additional cost for the wireless modem?

Possible SolutionThere is no additional charge when your home is installed with a wireless modem

Problem
What does SSID mean?
A: Short for service set identifier; it is a unique name, up to 32 characters long that uniquely identifies a wireless network

Problem
Where do I find my modem’s default SSID?

Possible Solution
The default SSID for each modem is unique and can be found printed at the back of the modem close to the power connector, labeled “Network Name (SSID)” and usually starts with “ARRIS-“

Problem
What is a wireless security key/pre-shared key?

Possible Solution The security key is required to connect to the wireless network and must be entered before an initial connection can be made. How and where the key is entered depends on the device and operating system. Instructions for most common operating systems are available on the CD included with the modem

Problem
What is my default security key?

Possible Solution
The default security key for each modem is printed at the back of the modem close to the power connector, labeled “Pre-Shared key”

Problem
Should I change the default SSID of my wireless network?

Possible Solution
There is no real reason to change the SSID other than to personalize the name of your wireless network and make it easier to remember. Each modem has a unique SSID and security key.work.

Problem
Should I change the default wireless settings of my network?

Possible Solution
The default settings create a very secure wireless network that most devices can connect to automatically once the correct security key is entered. Changing any of the defaults will require you to delete and reconnect any devices that were previously connected to your wireless net

Problem
How do I change the default SSID and security settings of my wireless network?

Possible Solution
1. Connect your computer to the modem either via the wireless network or via the included network cable
2. open your web browser and enter the address of the modem which by default is http://192.168.0.1

3. Enter the default User Name: admin and Password: password, then press Apply. The next screen will give you access to all of the wireless network options

4. From here you can change:

• Host Name: The name of the router – It is recommended that this is left unchanged
• Enable Wireless: Turn the wireless network on or off – It is recommended that this is left unchanged unless you have an external wireless access point you would prefer to use
• Wireless Network Name (SSID): The user friendly name of your wireless network. The default name is printed on your modem for easy reference so it is recommended that this be left unchanged
• Broadcast Network Name (SSID): This option determines if your network name is made visible to any wireless device within range of your modem. It is recommended that this remain unchanged as a non broadcast network name can cause connectivity problems with smart phones and tablets and does nothing to increase the security of your wireless network
• Change Password: Changes the administrative password for your router. This password controls access to the web interface and if changed, should be kept in a safe place and never lost because it is necessary for changing options and troubleshooting your wireless modem.
• Tx Power Level: Sets the transmit power of your wireless modem and should be left unchanged.
• Channel: Determines which of the available wireless channels your modem uses. When set to Auto, the modem will automatically find the channel with the least interference. This option should be left unchanged
• Language: Should be left unchanged
• Security mode: Determines the type of security used to secure your wireless network. While the default WPA-PSK is adequate, WPA2-PSK offers better protection. WEP and OPEN should NEVER be used
  

Problem
Should I change the security settings on my wireless modem?

Possible Solution
Generally there is no reason to change these settings outside of the following scenarios:

• You have a device that only supports a single encryption algorithm such as AES or TKIP
• Your Pre-Shared Key is known by someone who should no longer have access to your network. By changing your Pre-Shared Key, all devices previously connected to your network will lose connectivity and need to be reconfigured before access is restore

Please note that after changing any of these settings, you will need to press the Apply button for the changes to be saved

Problem
Will the FLOW technician install my modem and connect my wireless devices?

Possible Solution
The FLOW technician will install your modem and assist with the connection of one wireless device that meets the following criteria:

• A PC running Windows XP, Vista or 7
• A Mac running Mac OS 10.5 or later

Please note, the installation technician can only assist with getting your device connected if you have administrative rights to the computer in question and have properly functioning hardware and software

Problem
Will the FLOW technician change the default settings for me?

Possible Solution
The technician is not responsible for changing any of the default setting