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This FAQ text is copyright dslreports.com
Reproduction of all or part only with our permission..
This FAQ is edited by: swcox See Profile, hobgoblin See Profile, MacLeech See Profile
It was last modified on 2008-01-01 16:45:52

1 General Questions

FAQ: Things to post when seeking help on problems.

Please post the following info or as much of it as you can:

For ALL issues, answer this section, then answer one of the following sections that are specific to your problem:
    •A description of the problem. (i.e. lost connection, slow speeds, high pings, etc...)
    •Date and time of when the problem started.
    •Is the problem constant, intermittent, or does it occur at a specific time of day?
    •Your location. City and state or zip code.
    •Your modem make and model.
    •Give a description of any home networking setup you may have.
    •List any firewall and/or anti-virus software you have installed.
    MOST IMPORTANT: The modem MAC address, located on the bar code label on the modem. This helps any unofficial Adelphia tech help immensely. Posting the MAC Address of your modem is perfectly safe.

If you have a problem with a lost or intermittent connection, also post:
    •A list of the lights on the modem and if they are steady or flashing.
    •Post signal levels. See this: /faq/5861
    •Write a brief description of the cable in your home leading to the modem, also note if it was done by Adelphia techs or someone else.

If you have problems with packet loss, latency, or routing, also post:
    •First read this: /faq/8766
    •Then post a trace route to the server you're having problems with. Use PingPlotter for the best results.
    •Don't believe the routes plotted on maps by programs such as NeoTrace, VisualRoute, WhatRoute, etc. They are often, very wrong.

If you have a problem with slow speed, also post:
    •Post a speed test. Adelphia has one available: »speedtest.adelphia.net
    •Post a trace route to the speed test site you used. Again see this link first.
    •Post a tweak test result: /tweaks

If you have problems with email or Usenet access, also post:
    •List the program name and version you are using for access.
    •Post the server address you are trying to use.
    •Post the exact error message that's displayed (if one pops up).
    NOTE: NEVER post your email address in a public forum (like this one), remove it from any error message you post.

For any other problems or if I missed something you think may help:
  • Post the information you think we might need to know to help you.

In all cases, any help you may receive here is unofficial in every way and in no way is it supported or encouraged by Adelphia (employee's occasionally come in for a peek though). In fact, almost everybody who posts in the Adelphia forum has no relationship with Adelphia other than being customers that had problems, just like you.

If you are looking for official Adelphia tech support, call 888-683-1000 or goto: »www.adelphia.com

The more information requested above that you post, the easier and quicker you can get help.
If you don't know what any of this means, just ask. If you're polite, someone will gladly help.

Click HERE to start a new thread in the Adelphia HSI forum.

FAQ: Adelphia HSI service basics.

Starting April 2005, Adelphia offers the following tiers in most of its service areas:

Basic HSI
•Standard price: $24.95
•Download bandwidth: 256 kbps
•Upload bandwidth: 256 kbps
•Email addresses: up to 2
•Email storage space: 25 MB
•Newsgroup quota:
•IP addresses: 1 dynamic
•Software: Adelphia Freedom Internet Security software (optional)

Preferred HSI
•Standard price: $42.95
•Download bandwidth: 4000 kbps
•Upload bandwidth: 384 kbps
•Email addresses: up to 7
•Email storage space: 100 MB
•Newsgroup quota: 5 GB
•Webspace: 10 MB
•IP addresses: 1 dynamic
•Software: Adelphia Freedom Internet Security software (optional)

Premiere HSI
•Standard price: $59.95
•Download bandwidth: 6000 kbps
•Upload bandwidth: 768 kbps
•Email addresses: up to 10
•Email storage space: 150 MB
•Newsgroup quota: 5 GB
•Webspace: 10 MB
•IP addresses: 1 dynamic
•Software: Adelphia Freedom Internet Security software (optional)

Optional modem rental for all tiers is $3.00 per month per modem.
For more information on these tiers, see Adelphia's website:

Starting July 2005 in a few select markets, Adelphia changed to the following tiers of service:

Basic HSI - $24.95
256 kbps download
256 kbps upload

Premiere HSI - $42.95
6000 kbps download
768 kbps upload

Extreme HSI - $59.95
16000 kbps download
2000 kbps upload

For more information on the Extreme tier, including where it's available, visit Adelphia's website dedicated to Extreme service:

In all cases, Adelphia never guarantees a minimum level of bandwidth will always be available and due to the shared nature of cable modem networks and the internet in general, speeds will vary.

FAQ: Adelphia HSI for business use.

Small Business HSI services are offered over Adelphia's cable network in select areas.

Call Adelphia support at 888-683-1000 for availability and more information.

If you are looking for the company Adelphia Business Solutions, they have been completely spun-off from Adelphia Communications and have changed their name to TelCove. Their website can be found here:

FAQ: Connecting more than a single computer to Adelphia's HSI service.

The standard service offered by Adelphia only allows a single computer to directly connect to the cable modem and access the internet. To get more then a single computer online there are a few different ways to connect multiple computers.

#1. Easiest way: use a router.

Most cable/DSL consumer oriented routers work without any additional configuration and you only have to pay for them once. Most are useable in 3 easy steps:

a. Connect the router to the ethernet port of the modem.
b. Connect the computers to the router.
c. Then power cycle all the connected components in order: modem, router, computer.

As shown a computer with ICS (internet connection sharing) enabled can also be used in the same manner, but that takes extra equipment and set-up beyond the scope of this FAQ entry.

#2. Lease another IP address

This method takes 2 things: the hub or switch and leasing additional IP addresses from Adelphia ($5.95 per month extra for a total of 5 IPs). Once the modem is configured to allow the requested number of computers online, the setup is similar to using a router:

a. Connect the hub or switch to the ethernet port of the modem.
b. Connect the computers to the hub or switch.
c. Then power cycle all the connected components in order: modem, hub/switch, computer.

#3. Request another cable modem connection from Adelphia

The method is the most expensive as a second modem is $39.95 per month for Adelphia, where available.

For much more information on connection sharing, see the BBR Networking FAQ:

FAQ: Dial-up access for Adelphia HSI

Adelphia has no direct dial-up capability for HSI subscribers. However, it has partnered with TollFree ISP (www.tollfreeisp.net) to provide a low-cost means to dial into the internet using local and tollfree numbers. US and International access numbers are extensive.

More details on this can be found at the TollFree ISP website:

How do I hook my HSI Modem and Televisions up?

Click for full size

2 System Requirements

FAQ: Adelphia HSI supported cable modems.

Adelphia HSI service is DOCSIS based, so any DOCSIS compatible cable modem should work. Not all DOCSIS cable modems work equally well or can be supported though due to differences in the modem's hardware and software.

Adelphia strongly recommends users that are looking to purchase and/or use their own modem get a DOCSIS 2.0 compatible model from the current recommend modem list.

Adelphia's official recommended modem list can be found here:

It has been found that not all modems, even newer DOCSIS 2.0 modems such as the Motorola SB5120, will currently support Adelphia's Extreme tier's (16000/2000) bandwidth.

An Extreme approved list is also available and can currently be found on this notice:

FAQ: Adelphia HSI officially supported operating systems.

For Windows based computers:
• Windows NT SP5
• Windows 98 First Edition
• Windows 98 Second Edition (98SE)
• Windows Millennium Edition (ME)
• Windows 2000
• Windows XP

For Apple Macintosh based computers:
• Mac OS 8.1 through Mac OS X 10

FAQ: Adelphia HSI support for non Windows/Mac operating systems.

Pretty much any system able to support Ethernet connections configured using DHCP will work with Adelphia HSI. This includes Linux systems, routers, game systems, VOIP equipment, and other networking gear.

However, Adelphia does not offer any tech support for systems not running Windows 98 and above or Macintosh 8.1 and above.

3 Technical Questions

FAQ: What DOCSIS is.

DOCSIS: Developed by CableLabs and approved by the ITU in March 1998, Data Over Cable Service Interface Specification defines interface standards for cable modems and supporting equipment.

With certification from CableLabs, manufacturers are able to produce cable modems for sale at retail so consumers no longer need to rely on their cable providers for leased cable modems.

See the official CableLabs DOCSIS website for more info:

FAQ: Accessing modem diagnosic screens.

Many DOCSIS modems have an internal diagnostic web page server built-in. This is so that the end user and technicians can check signal levels, log files, and other important details about the health of the cable modem's connection. The follow is a list of popular modems and their diagnostic page address. Just click the link for your modem model.

Standard address for most modems:

DPX-1110 (3-color Com21 label on top): Modem's private (10.xxx.xxx.xxx) IP address.
Usually this can be obtained by tech support or those with access to the CMTS.

DPX-1110XB (White Com21 label on top):

DCM-100: not available
DCM-200: not available
DCM-201:, username: admin, password: hitron
DCM-202:, username: dlink, password: dlink or with firmware 2.01; username: admin, password: hitron


Motorola or GI
All models:

DCM-105: Not Available.

DCM-215, 225, 235, 245, or 305:

Scientific Atlanta
New WebStar DPX-110 (with MAC address beginning with 00407Bxxxxxx):
Only available when the modem is not "sync'd" due to changes made by Scientific Atlanta.

Old WebStar DPX-110 (with MAC address beginning with 009096xxxxxx):

SpeedStream 6101:, username: root, password: root

PCX-1100: Not Available

PCX-2200 or 2500:

TJ-110 or 210: Not Available.

TJ-615 (Firmware version 4 or higher):
Some pages request a password, leave it blank and continue.

TJ-715 and 715x:
It needs password, so search Google for it.
Sometimes it's necessary to power cycle the modem to access the diagnostic page after it has been online awhile.

Prestige 944:

For modems without internal diagnostic pages, try the utility: DOCSDIAG. This has been rendered useless in most Adelphia systems due to increased security measures Adelphia has enacted in an attempt to prevent modem hacking.

Note: Many home routers will interfere with access to these internal webpage addresses unless the router's routing tables have been specifically configured for it. The easiest way to prevent this problem is directly connect the modem to the computer when you need to check the diagnostic page.

See this about signal levels listed on the diagnostic screens: link

FAQ: Acceptable cable modem signal levels.

Downstream (Rx) Receive Power Level:
This is the amount of signal received by the modem from the transmitter in the cable company head-end.

For all modems:
-15 dBmV to +15 dBmV maximum.
-12 dBmV to +12 dBmV recommended.

0 dBmV is the "optimal" level.

Upstream (Tx) Transmit Power (a.k.a. Return Signal) level:
This is the amount of signal transmitted by the modem to reach the receiver in the cable company head-end.

+8 dBmV to +58 dBmV maximum for QPSK. (DOCSIS 1.x)
+8 dBmV to +55 dBmV maximum for 8 QAM and 16 QAM. (DOCSIS 1.x)
+8 dBmV to +54 dBmV maximum for 32 QAM and 64 QAM. (A-TDMA DOCSIS 2.0)
+8 dBmV to +53 dBmV maximum for S-CDMA DOCSIS 2.0 modulation rates.

Recommended upstream signal levels are +35 dBmV to +52 dBmV.

A cable modem running a higher upstream modulation rate may downgrade itself to a lower modulation rate (i.e. 64 QAM to 16 QAM or 16 QAM to QPSK) if the upstream transmit level is higher than the maximum signal level allowed for the higher modulation rate and the CMTS is configured to allow such a change. This downgrade can cause slow speed, packet loss, and connection loss issues depending on the condition of the upstream channel.

A house or drop amplifier will NOT fix upstream signal problem because most house amplifiers don't amplify the upstream signals, they only pass the upstream signal through with some loss.

SNR (signal to noise ratio) levels:
This is how clear the signal is at either the modem receiver (downstream SNR) or the receiver in the cable company head-end (upstream SNR).

DOCSIS specifications list minimum CNR (carrier to noise ratio) levels not SNR levels. The SNR levels listed here are based on commonly recommended MER levels for digital cable signals. Not all QAM demodulator chipsets accurately calculate SNR levels that approximate actual MER levels, so these levels may vary depending on which chipset and/or firmware is used in the equipment.

QPSK: 12 dB minimum. 15 dB or higher recommended. (often used in upstream channels)
16 QAM: 18 dB minimum. 21 dB or higher recommended. (often used in upstream channels)
64 QAM: 24 dB minimum. 27 dB or higher recommended. (often used in downstream channels)
256 QAM: 30 dB minimum. 33 dB or higher recommended. (often used in downstream channels)

There is no upper SNR limit, although in practice 40 dB is about the highest seen.

Downstream SNR levels are read at the modem on the downstream data channel and can be viewed using the modem diagnostic screens.

Upstream SNR levels are read at the CMTS on the upstream data channel, not the modem or the modem diagnostic screens. The end-user cannot get the upstream SNR directly. Only the provider can read the upstream SNR level, directly from the CMTS. Also, the upstream SNR level provided by most CMTSs is not specific to any single modem, but is an averaged, aggregate level from all modems on that upstream channel on the upstream port.

Important notes concerning signal levels:
1. Signal levels not within the specifications listed above can cause slow speeds, connection problems, and connection loss due to packet errors, packet loss, and/or constant packet retransmission.

2. Its recommended to have the modem's signal levels at least 3dB away from the maximum/minimum levels listed above due to normal temperature related signal variation. If the modem's signal levels are at the maximum or minimum limits, they may be out of spec if the temperature changes significantly. Signal levels that vary more then 3 dB in a 24-hour period usually indicate a problem that should be looked into.

3. Most cable systems are designed is such a way that the optimal signal levels for the modem are achieved if the modem is connected to a dedicated "homerun" RG-6 grade cable line straight to a 2-way splitter at the demarcation or ground point. This is then connected to the "drop" line connected to the cable tap on the utility pole or at the street. Like this:

Modem <--RG-6 coax--> 2-way Splitter <--RG-6 coax--> Cable tap

4. Excess splits, bad connectors, and/or poor quality cabling will certainly effect cable signal levels and will cause problems. Make the cable run to the modem as clean as possible, the less junk in the way the better.

5. Poor signal levels should not affect latency, so if your "ping" is 300ms with a downstream level of -14.0 dBmV, it is not going to get any better if your signal is increased to +1.0 dBmV. Latency is caused by a combination of physical network distance and network equipment "packet handling" time, not signal levels.

If your wondering how to get these levels from your modem, see this page: /faq/5861.

Related Links:
CableLabs DOCSIS Specifications
Spectrum Analyzer CNR Versus CMTS SNR. Ron Hranac. Communications Technology, Sept. 2003
More on CMTS SNR. Ron Hranac. Communications Technology, Oct. 2003
How to Increase Return Path Availability and Throughput. Cisco Systems.
Sunrise Telecom Online Learning Seminars

FAQ: Modem log entries listing T-x timeouts and/or errors.

Basically a cable modem gets online this way:

The modem scans for a digital QAM channel (which can be digital TV or modem downstream channels) and "listens" for upstream channel descriptor (UCD) information on it (which is only found on modem downstream channels). If it doesn't get the UCD after a few seconds of receiving data on that channel, a T1 timeout occurs and the modem looks for another digital QAM channel.

Once the modem finds the correct downstream channel and receives the upstream channel descriptor, it then waits for its initial opportunity to "talk" to the CMTS. If it doesn't get that chance within 12 seconds, a T2 timeout occurs.

So during initial modem connections, T1 and T2 timeouts are perfectly normal to see in the modem logs.

After locating a downstream data carrier channel, the modem gets its chance to "talk" to the CMTS and sends data to negotiate the proper upstream signal levels and timing. This negotiation process takes several data exchanges between the cable modem and the CMTS. If at any point the modem doesn't receive a response from the CMTS within about 200 milliseconds, a T3 timeout occurs. Several T3s have to occur before a modem resets.

The modem then goes through the DHCP, TFTP, TOD processes and once all are completed the modem is online.

Once the modem is online, the CMTS sends "Periodic Ranging" or keep-alive requests to it every 30 seconds. If the modem doesn't receive one, a T4 timeout occurs. Once 16 of the T4 timeouts have to occurred, a modem resets.

If there is a downstream communication problem, the cable modem might not receive these "keep-alive requests". If the upstream utilization is too high, or too many modems are connected to the same upstream port, it is possible that some modems will not get the required bandwidth or transmit opportunities to respond to the keep-alive requests. Either of these issues can result in T3 or T4 timeouts occurring.

See these web pages for more info:
Cisco Document ID: 16510 - Troubleshooting uBR Cable Modems Not Coming Online
Cisco Document ID: 22543 - Cable Modems Dropping Offline in a 2-way Cable Network

FAQ: Using multiple connections for more bandwidth.

If you have multiple internet connections available they can be "bonded" with certain software or hardware to act as a single connection.

Internet Gateway from ViacomSoft (PC and Mac compatible)

MidPoint from MidCore
»www.midcore.com/ (currently offline, but possibly available elsewhere)

Both are software router/firewall/NAT solutions that allow connection teaming, be it 2 or more cable modems, cable/dsl, cable/dial-up, or any other combo. They both allow parallel downloading and/or fail-back connections (where one connection takes over if the other fails), in addition to all the other features offered.

There are also a few different hardware options out there too, that do a similar thing for a high price.

•Nexland PRO 800 Turbo Internet Sharing Box

•Symantec Symantec Firewall/VPN Appliance (Models 200 or 200R)

This is by no means a complete list, its just to give an idea of what I have found in a relatively short time.

Here is a white paper that explains how this works:
Vicomsoft White Paper: HTML or PDF.

FAQ: Slow downs caused saturated upstream bandwidth.

I keep hearing that someone running KaZaA, or another file sharing program, is a reason for speed drops, etc. Is this really that big a problem?

"What is not generally well-known is that the upstream cap can also affect the downstream speed -- if the upstream is saturated by uploading (e.g., sending a large PowerPoint file to the boss, or running a Napster or other public service), the downstream will drop to about the same speed. This is due to a weakness in the basic TCP Internet protocol, not Cable or DSL per se, and not the service provider.

Cable Internet is more vulnerable to this problem than DSL. Unlike DSL, where each subscriber has a dedicated connection to the head-end (DSLAM), the Cable Internet upstream path to the head-end (CMTS) is shared by all subscribers on a given cable segment. If that upstream gets saturated, which might be caused by only a relatively few subscribers, downstream speeds take a big drop for all subscribers on that segment."

Quoted from »cable-dsl.home.att.net/#Asymmetry

From a question in the forum by pianotech and a link provided by hobgoblin

For information on how to disable file sharing in many common P2P applications, see Adelphia's eSafety page on disabling P2P file-sharing:

FAQ: Quicker primer on cable network's shared bandwidth.

ALL Internet connections share bandwidth at some point. DSL, dial-up, and most data services offered by the phone companies start to share bandwidth at the phone company central office. The Internet services offered by cable companies to most residential users start to share bandwidth earlier in the connection then that.

A node is a piece of equipment that connects the cable system fiber optic network of an area to the coax cable network distributed throughout the local neighborhood. Nodes are really just media converters, connected to similar equipment in the cable head-end, used to bring the signal from the cable head-end to a neighborhood without the long series of amplifiers previously needed to do so.

Nodes are important because due to the way cable systems are built, nodes are the common aggregation point for all the cable signal traffic in a particular neighborhood. This means all users connected to one node share the bandwidth available to that node.

The number of users per node depends on subscription rate, number of homes passed per node, and general system architecture. Homes passed per node can be anywhere from 100-2000 and subscription rate depends on competition, marketing, and system performance. Most cable companies design for 10-25% cable modem subscription rates for an area. This means anywhere from 10-500 active modem customers are connected per node in most cases, depending on local cable system design.

Bandwidth limits in cable modem networks are not per node. Bandwidth limits in cable systems are defined by the upstream or downstream channels assigned. Nodes aren't the limit because they can be configured to use larger data channels or multiple data channels for more bandwidth.

Often due to low bandwidth utilization, several nodes are combined together in the cable "headend" before they are connected to the ports on the CMTS, so another way a provider can increase available bandwidth to an area is to "decombine" a number of nodes using the same data channel.

The bandwidth available per CMTS data channel in DOCSIS 1.0, 1.1, and 2.0 CMTSs is about 30 mbps per downstream channel using QAM 64 modulation and about 42 mbps using QAM 256 modulation. Total upstream bandwidth is limited to about 5 mbps per upstream channel using QPSK modulation and 10 mbps using QAM 16 modulation for DOCSIS 1.0, 1.1, and 2.0 CMTSs Up to 30 mbps total upstream channel bandwidth can be made available on DOCSIS 2.0 CMTSs using DOCSIS 2.0 modulation rates. Actual usable data bandwidth is 10-15% lower due to the bandwidth overhead of DOCSIS protocols.

Every cable provider using DOCSIS cable modem equipment has these same bandwidth limitations.

This works because everybody connected in a neighborhood isn't using their allowed allotment of bandwidth every second of every day and cable modem systems are designed to take advantage of that. This is also why every single cable ISP prohibits customers running servers on computers connected to the cable modem because constant use by a single modem reduces overall capacity available for everyone else on those CMTS ports. If more than a few servers are active very little bandwidth would be left for possibly hundreds of other users.

Obviously more customers per node and CMTS port is more cost effective for the cable company, but pushing it too far can cause bandwidth capacity overload.


Try this article, its older but gives a good feel for the situation:

Here's a few good sites for an overall explanation:

For a technical description of what a modem does to get online:

Here's an ACLU comissioned report on open access which details how cable systems work in the appendix:

This was taken directly from a post (and edited) by MacLeech in the Adelphia forum here.

FAQ: IP addresses changing after an outage or upgrade.

"My Power Link connection was down from about 10 PM until 3AM last night, and this morning I notice I'm on a completely different subnet, 67.20.xx.xxx instead of 24.58.xx.xxx like before the outage. Are they doing some maintenance work?"

Adelphia CMTSs are frequently assigned multiple, non-contiguous blocks of IP addresses, so an IP address and/or IP subnet change isn't anything unusual after an outage or upgrade.

IP changes can happen during outages that are longer than your IP lease time or when a large number of people go offline, but it doesn't specifically mean any network upgrades or changes were done. Such address changes are totally dependent on how many modems are offline and length of the outage vs. size of the assigned subnets and the IP address lease time left. The larger and/or longer the outage, the higher the chances that your subnet and IP address will change.

Adelphia's change management window is during the "silent" off-peak hours. Normally 1:00am to 5:00am. An outage that starts at 10:00pm is an unscheduled one.

Question and answers originally seen in this thread, thanks to ILOVELA2 and Hobgoblin.

FAQ: Adelphia HSI is configured to use DHCP.

Adelphia's cable modem system uses standard TCP/IP protocol with DHCP servers.

Adelphia does not use PPPoE. While commonly found in DSL networks, PPPoE is almost never found in cable modem networks.

Adelphia does not use static IP addressing, unless you are specifically paying and are configured for Static IP service. You should never have to enter your IP address, DHCP client ID, subnet mask, default gateway, or DNS server addresses. These are all configured automatically when subscribers' computers are properly setup using TCP/IP and DHCP.

Adelphia does not use proxy servers either.

FAQ: Adelphia limits trace routes. How do you work around it?

In late August 2003, Adelphia started taking measures to protect its network from the effects of the Blaster/LoveSan worms, Welchia/Nachi worms, and their variants by dropping, filtering, and/or rate limiting certain outbound ICMP packets. These measures continue to this day and the effects of them do change when equipment or configurations are changed.

The Adelphia imposed ICMP packet restrictions cause inaccurate packet loss reports when using the standard Windows Tracert program, the Windows Pathping program, and the Line Quality test here at Broadband Reports. The standard Windows, Mac OS, and Linux Ping programs are unaffected, so if just using the standard Ping program results in no packet loss, there isn't really a problem. Linux and Mac OS X users using Traceroute also shouldn't be affected by the ICMP packet limitations as those trace route programs use outbound UDP packets by default.

•Here's an example of rate limiting as seen when using Windows tracert utility:
(Notice every 2nd or 3rd packet is lost consistently through the entire trace.)


Tracing route to with TTL of 32:

1 16ms * 13ms
2 15ms * 12ms
3 42ms * 41ms
4 42ms * 42ms g1-03-03-00.a0.buf00.adelphiacom.net []
5 * 42ms * g1-03-00-00.r0.buf00.adelphiacom.net []
6 72ms * 62ms p3-01-01-00.n0.nyc90.adelphiacom.net []
7 * 70ms * p3-01-00-00.n0.dca91.adelphiacom.net []
8 71ms * 67ms p3-00-00-00.r0.dca91.adelphiacom.net []
9 * 67ms * unk-426d0186.adelphiacom.net []
10 68ms * 68ms eqixva-google-gige.google.com []
11 * 68ms *
12 70ms * 71ms
13 67ms * 65ms

Traceroute complete.

•Here's an example of filtering or dropping when using Windows tracert utility:
(Notice every packet at the 3rd hop and beyond is lost.)

Tracing route to lax.speakeasy.net []
over a maximum of 30 hops:
1 35 ms 31 ms 26 ms 68-232-238-1.losaca.adelphia.net []
2 16 ms 28 ms 24 ms ca-mthomeid-cmts2-143-185.losaca.adelphia.net []
3 * * * Request timed out.
4 * * * Request timed out.
5 * * * Request timed out.
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.

•Here's an example of equipment purposely dropping all pings directed at it:
(Notice the 1st hop doesn't respond at all, which would be 100% packet loss.)

Tracing route to p15.www.dcn.yahoo.com [] with TTL of 32:

1 * * * Request timed out.
2 12ms 11ms 17ms
3 12ms 14ms 13ms
4 36ms 10ms 9ms a1-02-00-00.a0.pit75.adelphiacom.net []
5 12ms 10ms 10ms a1-00-00-00.c0.pit75.adelphiacom.net []
6 24ms 25ms 24ms p3-01-01-00.c1.chi75.adelphiacom.net []
7 24ms 38ms 23ms p3-00-00-00.p0.chi91.adelphiacom.net []
8 24ms 21ms 21ms exchange-cust1.chi.equinix.net []
9 31ms 31ms 27ms ge-2-0-9.p550.pat1.dce.yahoo.com []
10 31ms 27ms 29ms vlan220-msr2.dcn.yahoo.com []
11 28ms 29ms 29ms ge3-1.bas1-m.dcn.yahoo.com []

•Here's an example of the effects the limiting has on the BBR Line Quality test:
(Notice the "picket fence" on the ping plot graphs, packet loss on the low/medium bandwidth tests, and packet loss on the first hop ping. Although if the "simple ping packet loss" check doesn't show 0% loss there is a problem)
Click for full size
Whether the ICMP packets are dropped, filtered, or rate limited depends on the severity of the effect those worms/viruses had on that part of the network, what particular equipment is currently installed in that part of the network, and how it is configured. Not all network equipment can be configured to deal with the offending packets the same way, so different techniques had to be used. In some areas, you may find combinations of techniques were used, such as ICMP packets being filtered at the CMTS, only to be totally dropped at a router further down the line.

To see a more accurate trace result which isn't affected by these Adelphia imposed ICMP packet limitations, use a different program that can trace using UDP packets.

Here's a short list of recommended trace route programs for Windows users:

PingPlotter has a shareware version (not the freeware version) that can use ICMP, UDP, or TCP packets in traces. PingPlotter graphically shows latency, packet loss, and route history, so its excellent for beginners and advanced users alike. Make sure you turn on UDP packets in the Advanced Options menu, see this page for more setup instructions: PingPlotter Packet Options. It has a full-feature enabled 30-day trial period, so you can try it out long enough to run some tests before you have to pay.

Ftrace is a program with output very similar to the standard Windows trace and ping utilities but it can utilize UDP packets. There is also a GUI enabled version that you can launch from your Windows desktop which also includes some very handy "copy" buttons for posting those traces here at BBR. To use UDP pings make sure you use the -u option (i.e. ftrace -u yahoo.com)

VisualRoute is another Windows program that can do traces using UDP packets. Just don't believe the maps it generates as they are often very inaccurate. Read the manual for instructions on how to turn on UDP packets.

These programs don't use UDP packets by default, make sure you enable it.

Read this article for a bit of insight on the effects of the worms mentioned above: Internetnews: 'Friendly' Welchia Worm Wreaking Havoc or read this BBR thread for even more insight: Nachi the new champion bad boy. See this Adelphia page for more information on current virus activity: Adelphia E-safety page.

FAQ: Tracing back to your computer.

Use a "Looking Glass" or trace route site. Here are some of the major U.S. backbone provider sites:

Level3: »lg.level3.net/
Global Crossing: »ipstats.globalcrossing.net/dotco···pe=trace
Quest: »stat.qwest.net/looking_glass.html
AboveNet: »lg.above.net/cgi-bin/cgiwrap/ran···form.cgi
Sprintlink: »oxide.sprintlink.net/cgi-bin/glass.pl
AT&T: »lg.iplus.att.net/
WilTel: »lookingglass.wcg.net/
NetAccess: »eng.nac.net/lookingglass/lg.html
Broadwing: »lg.broadwing.net/looking/
nLayer: »www.nlayer.net/network/tools/

GigaNews: »giganews.com/line_info.html

A bigger list of trace route sites can be found here:

FAQ: Cable modems with known problems.

ALL modem models have specific problems at one time or another. It may be due to a modem hardware problem, modem firmware problem, or related to a CMTS issue. Neither modem manufacture's or cable ISPs are very forthcoming about such issues and they tend to be the most difficult to find or probe.

The following is a list of modems that forum users have found specific issues with. The general issue is listed along with the thread in which it was discussed.

RCA 235 and other RCA models with the molex power plug:
Due to issues with the molex power-plug, it loosens and causes connectivity problems.

Linksys BEFCMU10v2:
Due to a problem with the v1.06 firmware, connections using alot of bandwidth will lock-up the modem, forcing a reset to regain connection.

Motorola Surfboard 4100 and 4101:
Issues with firmware versions 4.0.11 and 4.0.12 cause slow upload speeds.
/forum/remark,6810235~mode=flat I'm searching for other links to this as well.

Motorola Surfboard 4200:
With certain firmware versions (v4.4.0 and possible a few earlier versions) this modem will lock up when passing certain types of traffic.

Motorola Surfboard 5100:
A firmware issue in version can cause slow speeds when connected to certain CMTSs with particular configurations. Upgrading the firmware fixes this.

Some versions of the following modems seem to have issues with 256 QAM downstream channels. Slow speeds and packet loss are commonly seen symptoms:

Com21 1110 (3-color label on top)
Siemens SpeedStream 6101
D-Link DCM-100
Scientific Atlanta DPX-110
Linksys BEFUCM10 version 1 & 2:

This list is neither official, comprehensive, or complete.

FAQ: Tweaking to get the best performance from Adelphia's HSI.

First, run a "Tweaks" test here on BBR:

Enter the proper information for your connection type (i.e. cable service, 4000 or 6000 for speed in kbps, operating system, and "normal" connection type) Configure your system as recommended in the results of the test.

For more "tweak" help visit the Tweak FAQ here:
»Tweaking FAQ

If you want some personalized assistance, post in the Tweaks Forum with these answers.

Have fun.

FAQ: Checking BBR recorded Adelphia HSI speeds in my area.

Broadbandreports.com keeps an archive of speed test results which can be searched by zip code and ISP domain.

Search Adelphia's results here:

Just enter your full zip code to see your specific area or just part of it to see results from larger area around you.

FAQ: Browsers Adelphia's Live Online Support system supports.

Netscape 8.0 and Internet Explorer 6 have been successfully tested by forum members.

Mozilla and FireFox are apparently not supported at this time.

With whatever browser you are using, if you don't see "user has entered room", it isn't going to work.

Thanks to Johkal See Profile in this thread: /forum/remark,13169475

FAQ: Using non-Adelphia DNS servers.

DNS server addresses should be automatically configured by DHCP to use the proper servers assigned to your area.

If you believe you are having problems related to DNS server issues, try using one of these DNS servers: = resolver1.level3.net = resolver2.level3.net

The above servers are popular because they are probably the fastest and closest non-Adelphia DNS servers on the internet. These servers are multi-homed and the IPs listed above will take you straight to the server at the nearest Level3 peering point, which is probably also the nearest Adelphia peering point due to network arrangements between the two companies: »www.level3.com/press/5357.html = vnsc-pri.sys.gtei.net = vnsc-bak.sys.gtei.net

The above servers are popular because the IP addresses are very easy to remember.

For Window's systems, the DNS server IP addresses can be changed the following way:

Go to Control Panel>Network Connections and select your local network.
Click Properties, then select Internet Protocol (TCP/IP).
Click Properties.

You will see a window like the one below - this is the Internet Protocol window. Select "Use the following DNS server addresses" and enter the desired DNS server(s) in the space(s) provided.
Click for full size

If you have a router, changing the DNS servers listed in the router configuration pages will change it for all computers connected to the router.

Reselecting "Obtain DNS servers automatically" will let your computer use the DHCP configured DNS servers again.

FAQ: Adelphia prohibits hosting ANY servers.

Screen shot from the Adelphia Service Agreement (edited for clarity).
Click for full size

Servers of ANY type (including personal FTP, game hosting, email, and open WiFi networks) are prohibited on Adelphia's HSI service.

See the Adelphia HSI Service Agreements for complete details:

or see Adelphia's "common violations" page:

FAQ: Changing your IP address.

To change your IP address, you have to change the MAC address of the device connected to the cable modem. That can be done one of the following ways:

•Change the NIC card in the computer.
•Use the USB connection of the modem if you normally use the ethernet connection or ethernet if you normally use USB.
•If you use a router, using the MAC "cloning" feature to change the MAC address to another one.
•Change the MAC address of the NIC card. A few NIC cards allow this, see the manufactures' website for more details.

Unplugging the modem and/or computer for any length of time is NOT a guaranteed way to change your IP address.

FAQ: What kind of tech support does Adelphia offer?

Support can be provided several ways depending on your needs.

• Phone support. Call (888) 683-1000, 24 hours a day, 7 days a week.
    Two levels are available to customers. Tier 1 will answer basic questions and fix minor setup related problems. More complex issues will be referred to Tier 2. Tier 2 is only reachable by transfer from Tier 1 and will troubleshoot more complex issues, repairing or referring issues to other internal departments as needed.

• On-line Chat Support. Click here.
    Currently only compatible with Windows Internet Explorer.
    Same levels of support as offered through the phone.

• Local office support. Check your bill for the closest location.
    Best place to go for the latest service information, such as pricing, service availability, and upcoming services.
    Most offices will swap cable boxes or modems over-the-counter if requested.
    The vast majority of local offices are only available for walk-in service.
    No customer phone support is usually offered.

• On-site Tech Support. Scheduled using one of the three methods listed above.
    Local office field techs are dispatched to your address usually within 1-3 days.
    99% of the time they are cable techs, not computer techs.
    Field techs are not authorized to repair your computer, remove viruses, or troubleshoot home networking setups.
    The initial Technician sent will normally check and repair the physical cable installation and equipment from the cable distribution tap to the modem or cable box in the home. Problems they find at the cable distribution tap will be referred to the Maintenance department techs for further troubleshooting.
    Maintenance Technicians are responsible for insuring proper operation of the cable distribution system in the local neighborhood. They normally will not need access into the home.

4 E-Mail

FAQ: Adelphia HSI e-mail accounts and storage.

Basic HSI accounts:
Up to 2 e-mail addresses with 25MB of total storage space allocated between them.

Preferred HSI accounts:
Up to 7 e-mail addresses with 100MB of total storage space allocated between them.

Premier HSI accounts:
Up to 10 e-mail addresses with 150MB of total storage space allocated between them.

FAQ: Adelphia HSI e-mail attachment size.

For both outgoing and incoming email, the current maximum e-mail size allowed by Adelphia's email servers is 10 MB.

Problems may occur if the file attached to an email is close to 10 MB in size because most e-mail programs will encode e-mail attachments so they can be properly sent. The encoding performed by the e-mail client program can make the e-mail including the attached file larger than allowed by Adelphia's servers, in which case the server will reject the e-mail.

FAQ: Adelphia HSI e-mail server addresses.

The default address for both incoming (POP3) and outgoing (SMTP) Adelphia e-mail servers is:


At this time, ALL other mail server addresses Adelphia has previously used for customer e-mail accounts have now been redirected to that server, including the aliases "mail", "pop", and "smtp".


Web email access is also available for Adelphia's customers. To access your Adelphia e-mail account using a web browser, log-in at:

»www.adelphia.net (secure log-in)
»webmail.adelphia.net (insecure log-in)

FAQ: Forwarding Adelphia email to another address.

  • Go to http://webmail.adelphia.net

  • Login With your full email address and password

  • Click on Options button

  • Click on Rules Button

  • Under the Forwarding section, put in the full email address that you want the mail forwarded to.

    You have the option to disable it, keep a copy on the account or delete it from the account.

From a post by Hobgoblin

FAQ: Adelphia blocks outbound (SMTP) mail relaying.

If you are connecting to the internet with another ISP (i.e. NetZero, Earthlink, etc.) you can NOT send e-mail out using Adelphia's outgoing (SMTP) email server while using the other ISPs connection. Sending email through another ISPs outgoing email server like this is called "relaying", which is blocked by Adelphia and will generate an errors such as the following:

The message could not be sent because one of the recipients was rejected by the server. The rejected e-mail address was '******@netzero.net'. Subject '', Account: 'mail.adelphia.net', Server: 'mail.adelphia.net', Protocol: SMTP, Server Response: '550 relaying mail to netzero.net is not allowed', Port: 25, Secure(SSL): No, Server Error: 550, Error Number: 0x800CCC79

To send mail using Adelphia's outgoing (SMTP) email servers you must be using your cable modem connection provided by Adelphia or the webmail access at »www.adelphia.net .

Most other major ISPs also have similar "relay" blocking policies. The solution to this problem is to use the outgoing (SMTP) email server of the ISP you are using to connect to the internet.

See this Microsoft Knowledge Base Article for more information:
SMTP Relay Blocking Error Sending E-mail

5 Newsgroups

FAQ: Adelphia HSI newsgroup (NNTP) access

Adelphia Communications has partnered with industry leader Giganews. This partnership launched in January 2004 and offers improvements in percentage of news article completeness and news article retention for both text and binary articles.

Adelphia NNTP settings

Username: Head of Household email address. Example: username@adelphia.net
Password: Head of Household email password.

The Adelphia High-Speed Internet news service offers each customer a generous 5 gigabyte per month download volume that can be enjoyed amongst all household email accounts. News service users that wish to download more than 5 gigabytes per month can purchase additional volume directly from Giganews.

Important Note: If you purchase additional volume from Giganews, you will receive a different username and password combination to login to the additional service. You will contact Giganews directly for support.

To check your Adelphia newsgroup usage, goto »www.adelphia.net . Log-in then click the "Products" tab at the top and click the "Newsgroups" catergory. There will be a button marked "click here" in the left column on the page.

Adelphia was sold to Time Warner Cable and Comcast cable August 2007, so these instructions no longer apply since Adelphia no longer exists.

6 Web space

FAQ: Adelphia HSI personal webhosting.

Included with your Adelphia High Speed Internet Access, you are allotted up to 10 MegaBytes (MB) of web space. There is no additional charge for this. Your web space can be accessed through any FTP program but at this time telnet is not available. Nor is support for CGI or ASP available through Adelphia.

For instructions, sign up, and other information, please go to: