Discover Easy Ways to Solve Common Network Problems

High-Speed Internet

Why Can’t I Get on the Internet?

For Oneida Customers:

You do not have a modem in your house. If you have a router, try unplugging the power to the router and plugging it back in. Restarting your router will fix this problem most of the time.

For Rio Customers:

DSL customers normally have a four-port modem. However, our newer modems have five ports on them. Look at the label on top of your modem to determine which port you will need to plug your router into.

If it says Internet Port 1 only, connect your router from port 1 on the modem to the WAN port of your router. Computers and routers will not work if you connect to ports 2, 3, or 4, as these are for video only. After you connect to port GB Ethernet, connect your computer to a LAN port on your router or use wireless.

What If I Have More Than One Computer?

We provide one Ethernet port so that all your devices can connect to our equipment.

Why Can I Surf the Internet but Can’t
Check E-Mail?

If you can surf the internet but are having issues with your e-mail, it means that there is a good connection from your house, but there is a problem with your e-mail client, e-mail settings, or an issue with our e-mail server. Look at our e-mail support pages for e-mail settings.

Why Can I Check E-Mail but Cannot Surf
the Internet?

If you are experiencing this problem, it means that the connection is good from your house, but there is an issue with your web browser. This is often related to toolbars or other add-ons that are installed in the browser. Try removing any toolbars that have been installed or resetting your web settings to default. This will disable any add-ons that have been installed in your browser.There is also a chance that your computer has been infected with a virus, spyware, or malware. If this is the case, you can call your local computer technician for further help.

Other Notes:

Our equipment restricts the number of physical addresses (MAC) allowed for each service. This is why we only have limited IP addresses that we can hand out to each customer. The current restriction is two MAC addresses per service. In order to connect more than one device to your data service, you will need to purchase a router.
If you try to connect multiple devices, there is a chance you will use up the available addresses allowed on your port, and no other devices will be allowed access. If that happens, you will need to call us, so we can remove the MAC addresses you are not using anymore. The only other way is for that lease to time out, which might take a while, depending on when the lease was acquired.

Digital TV

For digital TV remote instructions and codes, click on the picture below that matches your remote.

Digital TV Remotes

Set-Top Box User Guides

Digital TV Tips

To turn the TV off

Press the TV button then the power button. This puts the universal remote in the TV mode, and by pressing the power button, it turns off the TV.

To turn the TV on

Press the power button and then Set-Top Box (STB). If the last thing you did with the remote was turn off the TV, the remote is still in the TV mode. So by pressing the power button, it turns the TV on, and by pressing the STB button, it puts the remote in the STB mode. This is needed for changing channels, and other functions related to digital TV.

If the LED or light is not lit on the front of the set-top box

Press STB on the remote and then power.

“No Signal” shows up on TV screen

This indicates that your TV is not on the correct input or the STB is turned off. Every TV is different, so your digital set-top box can be connected to many different inputs. You can either press “video source” or “AV” on your universal remote (if the option is on remote) or use the original remote that came with your TV to change the input until you see a picture again.

If you still cannot change inputs, other TVs have a button somewhere on the TV to change inputs.

Note: Some of our basic remotes do not have the power button on them. To turn the TV on or off, just press the TV button. To turn the STB on or off, press the
CBL button.



watchTVEverywhere allows you to watch TV, well, anywhere! As a cable TV subscriber of Oneida Network Services, Inc., watchTVEverywhere gives you access to TV shows, movies, behind-the-scenes content and more at no additional charge. Once you've registered, download apps from your favorite networks for your smartphone, tablet, computer or smart TV and start watching.

Not all networks have apps available for all platforms. Check your device's app store to see what's available. You can also visit watchTVEverywhere and click on a network to start watching.

The networks that you'll be able to watch correspond with your cable TV subscription. Not all networks have content available through watchTVEverywhere. Log in to watchTVEverywhere to see what network you can access.

Visit WTVE Learn More for more information and frequently asked questions.

Incoming Mail Server (IMAP) Requires SSL:

E-Mail Account Settings for (Internet Message Access Protocol or IMAP)
These settings will work on tablets, smartphones, personal computers, etc.
Use SSL: Yes
Port: 993

Outgoing Mail Server (SMTP) Requires TLS:
Use Authentication: Yes
(SSL on some clients) Port: 465 or 587

Account Name:

Use your full e-mail address. (

E-Mail Address:

E-Mail Address:


Your password

If your e-mail client does not support Simple Mail Transfer Protocol (SMTP) authentication, you will not be able to send mail through your client using your address. Additionally, if you are having trouble sending mail but you’ve confirmed that encryption is active for SMTP in your mail client, try to configure your SMTP server to use a different port: 464 or 587.

VoIP Phone Support

Get in Touch With Us

For additional information about our services and the areas we serve, do not hesitate to contact our team today. We will be more than happy to answer any questions you may have.