Troubleshooting

Troubleshooting My Express Video APP

  • My App takes a long time to load when I first click on the link

    Streaming apps need to initiate by communicating with the Express Video servers. The speed at which the app first connects is dependent on the number of requests being made at that particular time and is also dependent on any automatic app updates that may be initiated with the request. Patience is key. Continuing to push buttons while the app is loading will delay and restart the process leading to longer load times.
     

  • My App is buffering and freezing

    Check to see if it is just one channel, which should be reported to the local office. If the entire app is affected please check the television or device settings to see if there is a 2.4Ghz wireless option on the device and select it to see if the buffering stops.
     

  • My remote control won’t work

    Try replacing the batteries.

     

  • Forgot your password

    Go to www.stowecomm.com

    Account log in

    Online bill pay

    Forgot password

Troubleshooting Email:

Toll-free Internet & Email Support  1-888-394-4772, available 24 hours a day, 7 days a week

 

  • What are the mail servers for email?
    The incoming POP3 server is: pop.stoweaccess.com.  The outgoing SMTP server is : mail.stoweaccess.com
     

  • Help!  I forgot my email log in information!
    Contact our Email Tech Service toll-free at  (888) 394-4772 or visit their website at www.24hoursupport.com. or email support  helpdesk@24HourSupport.com

Resetting Modem:

  • If this is an existing router and had been connected to the modem, please close all browsers on the computer and shut down as you normally would
     

  • Unplug the power cord from the cable modem and router
     

  • Plug in the power cord from the cable modem only and wait until the four upper green lights on the modem to cycle and once again are solid
     

  • Plug in the power cord from the router and allow it to initialize
     

  • Reboot the computer
     

Note:  The blue or yellow Ethernet cable should be plugged from the modem to the yellow or blue port in the router.  The Ethernet cable should be plugged into the WAN port on the router

If you continue to experience trouble with your internet service, please contact (802) 253-9282 during normal business hours.  After hours or on holidays/weekends, please call the technical support line to-free at (888) 394-4772 
 

Note on Telephone Internet modems:  You will need to wait ten minutes after unplugging the modem before rebooting the router. During this time, please do not touch the phone receiver or attempt to reboot the router.  You must wait a full ten minutes after plugging the modem back in before attempting to reboot the router or use the telephone.  Once you have waited ten minutes, plug the router back in and wait for the router to cycle  Then restart your computer and surf and use your phone normally.   

If you are having trouble with your phone service after hours, please try the rebooting sequence above.  If that does not resolve your problems, call the business office at (802) 253-9282.