Q: What is a "cable modem"?
A: A cable modem is a device that attaches to your personal computer and to your television cable. The cable modem has two connectors on the back. We connect one to your cable TV wire, just as if the modem were a TV set. We connect the other one through a NIC (Network Interface Card) that is installed in your computer.

Q: What is "high-speed" or "broadband" Internet access?
A: Unlike traditional dial-up Internet access that utilizes a telephone line, cable modems use your television's cable line. Access is also many times faster than traditional dial-up.

Q: What can I do with all this speed?
A: Files that used to take several minutes to download can now be in front of you in seconds. This is especially handy for documents that are large or filled with complex graphics. Best of all, having cable modem Internet access puts you in a position to take advantage of all the fantastic new audio and video opportunities that are happening on the Internet. You can watch news clips from around the world, listen to the latest songs, check out sports highlights and experience the world of interactive gaming.

Q: So how much faster are we talking about?
A: How fast do you want to go? Some companies in other cities are making outlandish claims for speeds that frankly exist only in their advertising. The true speeds are impressive enough without trying to sell vaporware. Realistically, in your home or business, here is how much faster you can fly with the options you now have for cable modem Internet access:
Cable Speed ~ x Faster than 28.8k x Faster than 33.6k
3Mb 104x 89x
5Mb 173x 148x

Q: Does high-speed Internet access tie up my phone line?
A: No. High-speed Internet uses your cable line. This means you don’t have to wait to connect, you’ll never receive a busy signal, and you’re always online.

Q: What are the system requirements my computer must meet for high-speed Internet access?
A: The operating system should be Windows 98/Me/XP, NT Workstation 4.0 with SP3, Windows 2000 or Macintosh OS 9 or above. The processor should be Pentium-class (Intel, AMD K6 or Celeron), with minimum 233MHz recommended. CD-ROM floppy drive is also recommended. For memory (RAM) on Windows 98 or Macintosh OS 9 or above, you need a minimum of 64 MB recommended. Minimum free hard drive space is 110 MB, with 150 MB recommended.

Q: How do I sign up for high-speed Internet access?
A: Complete our online order form here, or Call 1-877-633-4567. Sales Representatives are available to take your sign-up information 7am to 6pm Monday through Friday and Sat. 8am to 4pm.

Q: What are the Difference between Kilobits and Kilobytes.
A: There are 8 kilobits in a kilobyte. Modem speed is measured in kilobits, however when you actually download a file from the Internet this will be read in kilobytes. Therefore, if running a speed test you must divide the results by 8, this will give you your download speed as the following example shows.
Modem Speed / 8 = Download Speed
3Mb /8 = 375 kilobytes
5Mb /8 = 625 kilobytes

Actual speeds may vary depending on number of hops to the site and network congestion, however we do guarantee these speeds to the edge of our network.

Q: Will this cable modem Internet access interfere with my cable TV reception or my telephone service? Do I need to choose between watching TV or being on the Internet?
A: With cable modem Internet, you can simultaneously talk on the phone, surf the Internet, and watch TV. With cable modem Internet, your Internet service is always on. You never have to wait for a dial-up connection. Say good-bye to busy signals.

Q: I have a Macintosh can I subscribe to your broadband service?
A: We realize that there are many types of computers and operating systems capable of supporting this type of service. At this time we don't have a Macintosh technical support person on staff. If you feel capable of configuring your equipment correctly, we will deliver and install the cable modem. You are responsible for acquiring and configuring a 10bt Ethernet network card.

Q: How do I change my home page?
A: In Internet Explorer, click on tools, and then Internet options. You should see the Internet properties window. The very first section says Home Page, delete the address and type what you would like to have as your home page.

Q: Do you have the ability to block Spam?
A: Yes we do! We currently have a Spam filter in place to stop a majority of Spam reaching your e-mail. We provide this Spam Filter at no extra charge for you.

Q: My operating system is Unix or Linux and I have an Ethernet card already in my computer. Can I subscribe to your service?
A: We realize that there are many types of computers and operating systems capable supporting this type of service. If you feel capable of configuring your equipment correctly, we will deliver and install the cable modem.

Q: Do you have a Virus Filter on your system?
A: Yes we do. Although we recommend that you still have virus protection on your PC. There are several other ways that you can get a virus. We provide this Virus Filter at no extra charge for you.

Q: Do I get a place for a personal web space?
A: Yes! You get 50MB of personal web space. For more info click here to begin your personal web site experience.

Q: What hours can I get support if I have questions?
A: We are a 24 hr support center. We are staffed on the phones Monday through Friday 7 a.m. to 11 p.m. and on Saturday and Sunday 7 a.m. to 9 P.M. but you can leave a message after the times stated and someone will get back to you as soon as possible.

Q: In order to get cable modem Internet access from Knology, do I need to subscribe to the company’s basic cable TV service?
A: No, you don’t have to have our cable TV service, but your location must be wired for cable TV service.

Q: I am currently using another online service for my Internet access, for example AOL? Can I keep it?
A: Yes. You can access other online accounts using a cable modem from Knology. Just contact the company and have them change your account so you can access them via the Internet. There may be additional charges payable to them in addition to Knology charges for cable modem Internet access.

Q: How many email addresses are included with a cable modem?
A: All cable modem accounts come with up to seven email addresses. Each additional address over the seven, comes with a fee. For Email information see Email Q&A section. Contact our technical support at 1-877-633-4567 for pricing.


Q: I need to support my own mail server. Can I get a static IP address?
A: Yes, you can get a static address. Call Technical Support for Details 1-877-633-4567.

Q: I own a business. How do you charge for installation?
A: We will install one modem and configure one PC. If you need assistance configuring additional PC’s there is a charge of $75/hr. The installation is performed by a Network Systems Engineer out of our Sioux Falls location. Our team of technology consultants will work with you to ensure that we implement the best solution for your business.

Q: Can I do the installation myself?
A: You can configure the computer yourself, but a Knology technitian must install the Cable Modem equipment for you.

Q: How can I find out what my IP address is?
A: Click on Start and then select the run option. Type WINIPCFG (*except in WinXP & NT) and then click on OK. Select your Ethernet adapter from the drop down menu and it will display your current IP address.
***If you are using Windows XP or NT in order to locate your ip address; click on start, go to run type in "CMD". An MS-DOS window will open with a flashing C:_ . Type in ipconfig and hit enter on your keyboard, the ip address your computer has will be shown.

Q: Does my cable modem service include a dial-up account?
A: Customers who had a cable modem previous to March 2007 have free dial up access with their service. Customers that have ordered cable modem service after March 2007 no longer receive a free dial up account. Contact Internet support for more information 1-877-633-4567.