Xtream Powered By Mediacom
Installation Guide
Xtream by Mediacom Installation Options
Have you recently qualified or signed up for an upgrade or change to your service? While new customers can call a technician for installation support, Xtream powered by Mediacom also makes it easier than ever to self-install your own services if you're an existing customer. Offering live support, how-to videos, and other resources, Xtream is here to help get you connected to friends, family, and entertainment in no time.
If you qualify for self-installation, Mediacom will mail your kit after you upgrade or change your Xtream services. It will include all the equipment and instructions you need to set up your service. You can also often pick up a kit at a store near you.
Whether you're installing yourself or need assistance, you can explore all the installation support Mediacom offers here.
Understanding Your Xtream Equipment
Getting familiar with your equipment and the technical terms associated with it can help you troubleshoot issues and communicate more effectively with customer support. Here are the key terms and components you should know:
DOCSIS (Data Over Cable Service Interface Specification)
DOCSIS is the international standard for transmitting data over cable networks. The version number indicates the technology generation:
- DOCSIS 3.0: Supports speeds up to 1 Gbps
- DOCSIS 3.1: Supports speeds up to 10 Gbps (required for Xtream service)
- DOCSIS 4.0: The newest standard, supporting even faster speeds
Your modem must be DOCSIS 3.1 or higher to work with Xtream powered by Mediacom. Older modems won't support the speeds and features of modern Internet service.
MAC Address (Media Access Control Address)
The MAC address is a unique identifier assigned to your modem or router. It's a 12-character code (like A1:B2:C3:D4:E5:F6) that helps Mediacom recognize your specific device on their network. You'll need this for:
- Activating your modem
- Troubleshooting connection issues
- Registering equipment with customer service
You can find the MAC address on a label on your modem or in your device settings.
Coaxial Cable (Coax)
A coaxial cable is the round cable with a metal connector that delivers cable Internet and TV signals to your home. It screws into:
- Wall outlets (cable jacks)
- Your modem
- Your cable box
Coaxial cables are designed to carry high-frequency signals with minimal interference, making them ideal for broadband Internet and cable TV service.
HDMI (High-Definition Multimedia Interface)
HDMI is the standard cable used to connect your cable box to your TV. It carries both high-definition video and audio through a single cable. HDMI provides:
- Better picture quality than older connections
- Support for 4K and HDR content
- Audio return channel for soundbars and receivers
Most modern TVs have multiple HDMI ports. Make sure to select the correct HDMI input on your TV after connecting your cable box.
Ethernet Cable
An Ethernet cable provides a wired connection between your modem or router and your devices (computers, gaming consoles, smart TVs). Wired connections typically offer:
- Faster speeds than WiFi
- More stable connections
- Lower latency for gaming and video calls
Ethernet ports look like wider phone jacks and are labeled "LAN" or have a network icon on your modem.
Renting vs. Buying Equipment from Xtream
Xtream Internet service requires a DOCSIS 3.1 modem (or higher). If you are tech-savvy, you may want to buy or use your own (click here for a list of supported retail modems). However, you can rent one from Mediacom for $15 per month. If your rented equipment stops working, Mediacom will typically replace it free of charge. Additionally, if or when the rented modem and router become obsolete, they will upgrade your equipment at no additional charge.
| Device | Fee |
|---|---|
| Modem | $10-15 per month |
Step-by-Step Modem Activation Instructions
Once you receive your self-installation kit from Xtream powered by Mediacom, activating your modem is straightforward. Follow these steps to get your service up and running:
Activating Your Modem Online
- Connect your equipment: Plug your modem into a coaxial cable outlet and connect the power adapter. Wait for the modem lights to stabilize (typically 5-10 minutes).
- Connect your device: Use an Ethernet cable to connect your computer directly to the modem, or connect to the WiFi network using the credentials on the modem label.
- Visit the activation portal: Open a web browser and navigate to mediacomcable.com/activate or the URL provided in your installation kit.
- Enter your account information: Provide your Mediacom account number and the modem's MAC address (found on the modem label).
- Follow the prompts: Complete the online activation process, which typically takes 5-15 minutes.
- Restart your devices: Once activation is complete, restart your modem and any connected devices.
Activating Your Modem by Phone
If you prefer phone activation or encounter issues with online activation:
- Connect your equipment as described above.
- Call Mediacom customer service at 1-855-633-4226.
- Have ready: Your account number, the modem's MAC address, and the serial number.
- Follow the representative's instructions to complete activation.
- The process typically takes 10-20 minutes over the phone.
Cable Box Activation
If your service includes cable TV:
- Connect your cable box to your TV using an HDMI cable.
- Plug the cable box into a power outlet and a coaxial cable outlet.
- Turn on your TV and cable box.
- Follow the on-screen prompts, or call 1-855-633-4226 for guided activation.
- Activation may take up to 30 minutes as your box receives programming information.
Troubleshooting Your Xtream Installation
Experiencing issues during or after installation is common, but most problems have simple solutions. Here's how to troubleshoot the most frequent issues:
Understanding Modem LED Status Lights
Your modem's LED lights communicate its status. Here's what each light typically means:
Power Light:
- Solid green: Modem is powered on and functioning
- Off: No power connection
- Flashing: Modem is starting up
Downstream/Upload Light:
- Solid green: Good connection to Mediacom network
- Flashing green: Modem is scanning for signal
- Amber/orange: Partial connection or weak signal
- Off: No connection to network
Internet/Online Light:
- Solid green: Internet connection active
- Flashing green: Data transmission in progress
- Off or amber: No Internet connection
WiFi Light (if applicable):
- Solid green: WiFi is active and broadcasting
- Off: WiFi is disabled
- Flashing: Device is connecting to WiFi
Common Cable Box Error Codes
If you see an error code on your cable box, here are the most common ones and their solutions:
Error Code: One Moment Please
- Meaning: Cable box is receiving programming information
- Solution: Wait 10-30 minutes. If it persists, restart the box
Error Code: Ref Code S0600
- Meaning: Signal issue or loose cable
- Solution: Check all cable connections are tight. Restart the box. Contact support if unresolved
Error Code: No Signal
- Meaning: Cable box isn't receiving a signal
- Solution: Check coaxial cable connections at the wall and box. Ensure cables aren't damaged
Modem Won't Connect to the Internet
If your modem powers on but won't connect to the Internet:
- Check all cable connections: Ensure the coaxial cable is firmly connected to both the wall outlet and modem.
- Verify activation: Make sure you've completed the activation process through the online portal or phone.
- Restart your modem: Unplug the power cord for 30 seconds, then plug it back in and wait 5-10 minutes.
- Check for service outages: Visit Mediacom's website or call customer service to verify there are no outages in your area.
- Try a different coaxial outlet: If you have multiple cable outlets, try connecting to a different one.
Slow Internet Speeds
If your Internet is slower than expected:
- Run a speed test: Conduct a speed test to measure your actual speeds.
- Connect directly to the modem: Use an Ethernet cable to bypass WiFi and test speeds.
- Check for interference: Move your router away from microwaves, baby monitors, and cordless phones.
- Limit connected devices: Disconnect unused devices to free up bandwidth.
- Restart your equipment: Power cycle both your modem and router.
WiFi Connection Issues
If devices won't connect to WiFi:
- Verify WiFi is enabled: Check that the WiFi light on your router is on.
- Check your password: Ensure you're entering the correct WiFi password (found on the router label).
- Move closer to the router: Weak signals can prevent a connection.
- Restart the device: Power off your phone, computer, or tablet and restart it.
- Forget and reconnect: Remove the WiFi network from your device settings, then reconnect.
Cable Box Shows No Picture
If your TV displays no picture from the cable box:
- Check TV input: Ensure your TV is set to the correct HDMI input.
- Verify connections: Make sure the HDMI cable is securely connected to both the TV and cable box.
- Test the HDMI cable: Try a different HDMI cable or HDMI port on your TV.
- Restart the cable box: Unplug for 30 seconds, then plug it back in.
- Check TV power and settings: Ensure the TV is on and set to the right input source.
When to Call Mediacom Support
Contact Xtream powered by Mediacom customer service at 1-855-633-4226 if:
- LED lights indicate ongoing connection problems after troubleshooting
- Error codes persist after restarting the equipment
- You can't complete the activation process
- Multiple troubleshooting steps haven't resolved the issue
- You suspect damaged equipment or cables