Help Center

Having an issue with your equipment or service?
Get ideas on how to fix it.

Billing Support

Get answers to questions about your NewWave bill,
paying your bill, or accessing your account.

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10 Most Popular Questions

How do I set-up my voice mail?

  1. Dial your home telephone number
  2. When you hear the prompt, press the star key and enter the last four digits of your telephone number (your password)
  3. Follow the instructions for changing your password
  4. Lastly follow the prompts to change any other personal options such as your personal greeting

NewWave Voice Messaging Functions

Press 1 to Listen and Replay Messages
Press 2 to Skip Messages
Press 4 To Skip Back 5 Seconds
Press 5 To Skip Ahead 5 Seconds
Press 7 To Delete Message
Press 9 To Email Message (user must have defined email address to enable this command)

Press 4 for Personal Options

Press 1 to Change Greeting (and 1 for System Greeting, 2 Personal Greeting & 3 Record Personal Greeting
Press 2 to Record Name
Press * to Exit

What do the lights on the front of the modem mean?

Receive: When the light is on, the modem is receiving a strong signal.

Send: When the light is on, the modem has a good upstream signal sending back to the network.

Online: When the light is on, you are connected to the network.

PC/Activity: This light should be flashing as a sign of communication between the modem and the computer.

Standby: When in standby mode, this light will be lit, and the modem will not work. You can change the standby setting by pressing the button on the top of the modem.

Where can I locate my TV Channel Lineup

The most up to date TV channel lineup for your community can be located online. Please visit the NewWave TV Channel Lineups page. Enter your zip code to view your TV lineup.

How do I locate my IP address?

There are multiple ways to find out which public IP address you are using at any given point. But the easiest way is to go to one of the many websites that are set up specifically to show you what your IP is, such as whatismyipaddress.com or ipchicken.com. If you are using the Chrome browser, Firefox browser or an updated version of Internet Explorer, you can also do a Google search for “my ip address” and it will list your public IP address for you at the top of the search results!

How do I clear my browser cache?

Your web browser is set by default to download web pages and data from every web page you visit and store them on your computer/device in an area called the cache. The intent is to speed up return visits to the web pages by loading the page details locally from your cache vs. downloading the original data all over again. However, the cache data can accumulate and potentially slow down your web browser or keep you from seeing updated content. For these reasons, it may be a good idea to occasionally clear out your cache. Many browser problems can be fixed by clearing out your cache.

Internet Explorer

  1. Select TOOLS and then choose INTERNET OPTIONS
  2. From the GENERAL tab select the DELETE button
  3. From DELETE BROWSING HISTORY, select the check box next to TEMPORARY INTERNET FILES and the choose DELETE

Google Chrome

  1. Go to the Chrome MENU on the browser toolbar
  2. Select CLEAR browsing data
  3. In the dialog box, select the check boxes for the types of data you want to remove
  4. Use the menu at the top to select the amount of data you want to delete – select BEGINNING OF TIME to delete everything
  1. Select SAFARI in the upper left hand side of your screen.
  2. From the menu that appears, choose PREFERENCES
  3. In the window that appears, select the PRIVACY tab and choose the REMOVE ALL WEBSITE DATA option
  4. Select the REMOVE NOW in the pop up window that appears.
  1. Choose the MENU button and select OPTIONS
  2. Choose the ADVACED panel
  3. Select the NETWORK tab
  4. In the CACHED WEB CONTENT section choose CLEAR NOW

Do I have to have a set-top box on every TV?

NewWave’s Basic and Expanded Basic TV services are available without a set-top boxes. You can view 60-70 channels on your TV’s without a set-top box. NewWave set-top boxes are required to enjoy NewWave’s digital, HD, premium movie, pay-per view and digital music channels.

How do I add a device to my home network?

(note: settings may vary based on operating system and version)
  1. Tap SETTINGS
  2. Tap WiFi
  3. If WiFi is set to OFF, tap the OFF button to turn ON
  1. Tap SETTINGS
  2. Tap WiFi and device will search for your WiFi network
  3. Tap your network name from the list of available networks
  4. Enter your network password and tap OK
  1. Tap SETTINGS
  2. Tap Wireless & Networks or WiFi
  3. If turned off tap WiFi to turn it on
  1. Tap SCAN to search for your network
  2. Tap your network name from the list of available networks
  3. Enter your network password and tap CONNECT

Kindle Fire

  1. Tap QUICK SETTINGS or WIRELESS
  2. Tap WiFi
  3. If WiFi is set to OFF, tap ON
  1. Tap QUICK SETTINGS or WIRELESS
  2. Tap WiFi to display a list of available networks
  3. Tap your network name
  4. Enter your network password
  1. From the APP list select SETTINGS
  2. Next select NETWORK & INTERNET
  3. Select WiFi
  4. Review to ensure WiFi networking is set to ON
  1. From the SYSTEM TRAY, select the NETWORK icon
  2. Select your network name from the list of available networks
  3. Enter your USERNAME and PASSWORD
  4. Select NEXT
  1. From the APP list tap SETTINGS
  2. Select WiFi
  3. Review to ensure WiFi networking is set to ON
  1. From the APP list select SETTINGS
  2. Select WiFi
  3. Select your network from the list of networks
  4. Enter your USERNAME and PASSWORD
  5. Select DONE

How do I display the time on my TV set-top box?

Select “Menu”
The “House” icon will be highlighted
Select “OK”
Go down to “Setup” and select “OK”
Go down to “Cable Box Setup” using the arrow buttons
Select “OK”
Front LED will display “Current Chnl”
Select the right arrow button
Select “Exit”
Time should now appear

When is my bill due?

Your billing statement due date depends on your billing cycle. You can always log in to NewWave Easy Pay to find the due date for your current billing statement. You can also find the due date on your paper bill in the top right corner under your account number.

Can I pay my bill online or over the phone?

Online bill pay is free of charge. NewWave Easy Pay allows you to make a one-time online payment. In addition, it gives you the ability to sign up for monthly direct deposit. You can also elect paperless billing. NewWave accepts MasterCard, Visa and Discover cards. You can also pay your bill by using a check from your personal account. All you will need is your bank routing number, account number and the bank name. Payments can also be made by phone.