The Knowledge base makes hundreds of useful answers to common (and sometimes not-so-common) questions available to you. Some answers provide steps and information for configuring and using different software or hardware. Other answers contain specific information for troubleshooting software or programs that we have determined are of interest to broadband subscribers.

With so much information available in these published answers, it is useful to know the different methods you can use to search for answers to your questions. Please review the items below to gain more familiarity with utilizing our published knowledge base.

General Tips

• Include Rare Words: When using the Search Text field, if possible, include rare words that would be included in the answer content. This allows your search results to be more specific.
• Similar Phrases: If you are not sure how a word is spelled, select Similar Phrases from the Search by menu to allow for different spellings of the word.
• Use the Subjects Menu: When searching on a word or phrase, if possible, select the appropriate product and sub-product from the Subjects and Categories menu to restrict your search further. If an appropriate answer is not listed in your search results, you may then expand your search to all sub-products or all products and services as necessary.
• Use words consistent with the subject: Our published answers use standard words that are consistent with standard Internet terms.
• Review New Answers: If you wish to see newly published answers, you can sort the answers by the Answer ID field. Click the down arrow in the ID column to sort the answers by Answer ID in descending order. In general, new answers have the largest Answer IDs.

Subjects and Categories

You can restrict your search by setting the Subjects and Categories menu to one of the available menu items. Most items also have sub-subjects or sub-categories listed that allow you to further restrict your search to that specific item. To view the list of menu options available, click the blue information icon . A pop-up window will appear that includes a list of all menu items. You may then click on an individual item to view all answers that are assigned to that item. Where appropriate, an answer may be assigned to more than one subject or sub-subject.

Search Text and Search by Fields

You can search for answers based on specific words or phrases entered into the Search Text field. When multiple words or phrases are entered in the field, the words are searched using the OR functionality. Answers that contain all or most of the words listed will generally appear at the top of your search results. Answers that contain only one of the multiple words listed will also appear in the search results, usually lower in the result set. Note: If you want to search using the AND functionality, be sure to include a plus sign before each word. For example, "+email +setup". The Search by menu allows you to select different methods of searching, including by similar phrases, complex expressions, or even by the Answer ID value.