Vchat20
Landing is the REAL challenge
join:2003-09-16
Warren, OH
clubs: 
| reply to dstanic
Re: Intermittent loss of connection Arizona
If the problem at hand is tied to this specific modem, may I ask why you have not tried a different brand/model modem? Surely one of them should work with your specific requirements and, as MacLeech stated, many members here including myself can quote months of uptime on these modems.
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I swear, some people should have pace-makers installed to free up the resources. Breathing and heart beat taxes their whole system, all of their brain cells wasted on life support.-two bit brains, and the second bit is wasted on parity! ~head_spaz |
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dstanic
join:2001-08-05
Yuma, AZ
| said by Vchat20  :If the problem at hand is tied to this specific modem, may I ask why you have not tried a different brand/model modem? Surely one of them should work with your specific requirements and, as MacLeech stated, many members here including myself can quote months of uptime on these modems. And, many have had issues. Maybe not as unique as the problem I have encountered. I was hoping to gain a little more information above what has been tried... your suggestion has no merit in my case, if you are a happy camper. The modem has been replaced 3 times in 6 months. You certainly wouldn't run out and start buying modems to see if they work at your own expense, before we know the answer.
Much of MacLeech has said is the same information I hear from tech. If it works for both of you that's not a consensus. Neither of you have the problem and obviously don't want to accept, someone does .
No, if my car won't start I'm not going to run out and buy a new car. I would rely on somebody that can either fix it or can share information as to the best way to get it running. So far, I haven't got to that point.
I love forums because sometimes they can 'turn a light on'. I have a good relationship with TWC people and they are trying to solve the problem. Ambit is not hiding anything... they are very much aware. The problem is that I'm not their customer, I'm the end-user and it's up to TWC to sort it out.
Levels are good. The techs that have come out all agree that the modem/s are working fine. Graphs, charts, SmokePing, all show the drop outs when they happen like clock work.
I sorry, if all this isn't doesn't make sense... but if you are having a good time, I'm not. I do appreciate the suggestions because I believe stuff can be fixed. I tell it like it is... six months is a little long to be chasing this issue.
Once again, the issue is that I lose my signal (bandwidth) every Tuesday night at exactly a half hour past midnight for no more than 2 minutes. The server isn't crashing... I'm willing to share more detailed information, if it will lead to a resolution... |
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MacLeech
The one and only
Premium
join:2001-07-14
SoCal
4 edits | reply to dstanic
The system for upgrading modem firmware is automated, as you have found out.
It checks the version on the modem and uploads the version in it's database to the modem if it doesn't match. That is, as you know, what is causing the resets. Everytime you update the modem to a newer version to fix the small packet issue, it no longer matches and gets changed back at the scheduled check time. You're fighting the automated system.
There isn't any global reset system, but this has that effect for YOU because you keep changing the firmware. I'm somewhat disturbed that the modem is allowing you to update the firmware as DOCSIS modems usually allow only the service provider to do it for a variety of reasons. I know some modems have hacks to allow it, but it's a hack... anyway THAT is a whole other issue beyond the scope of this problem.
Tech support told you there is a "no touch" list. Presumably such a list would blacklist your modem on the automated firmware "update" system. I'm sure it's possible, I've just never heard of it with TWC/RR so I have no idea how you get on it.
What seems to be the BEST solution is for TWC/RR to update their database with the new firmware version for your modem, so not only do you get the update, but everybody else suffering the same issue gets the update. Their Engineering department would have to verify the new version firmware doesn't cause any other issues with that modem in other configurations though. IF you're up to the fight/frustration, I'd pursue this option. It's mainly a matter of contacting the RIGHT person to get this done.
A different model of modem would also fix the firmware fight which is causing the weekly resets. There is the possibility of some other bug in the new modem model that would cause you issues. EVERY modem has some sort of bug that affects someone in some particular configuration. This would probably be the quickest solution, but in reality it's just going around the problem and is prone to other unknowns.
The 3rd solution, I have the least faith in, would be the "no touch" list. Good luck with that. Find the right person and it could be done in seconds, but it may cause issues later if newer firmware is made available or upgrades are done that require your modem to be "touched" to achieve/keep best performance.
I've been through this situation MANY times with different companies and different modems, on this site and elsewhere, including my personal modems at home. I've seen that packet loss issue with that model of Ambit modem as well for a business client running several VPN connections through it, but at the time (last year) Ambit's newest firmware didn't fix it, so the modem was swapped with a different model. On occasion, I've updated the firmware on the modems myself, but it's either using inside information or through security loopholes left in the modem. |
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dstanic
join:2001-08-05
Yuma, AZ
| said by MacLeech :It checks the version on the modem and uploads the version in it's database to the modem if it doesn't match. That is, as you know, what is causing the resets. Everytime you update the modem to a newer version to fix the small packet issue, it no longer matches and gets changed back at the scheduled check time. You're fighting the automated system. I haven't changed anything at the modem. TWC is doing the upgrades of the firmware. I was at 1017 with the Ambit fix on the old modem... TWC did that upgrade. When I got the new modem, it came with 1005. 'They' upgraded it to 1011. So, effectively someone lost the Ambit fix with 1017.
The automated system you are talking about is now looking at 1011 and is NOT resetting the modem. However, the fix has vanished from their system.
1) No resets are occurring because the firmware matches their automated system (1011).
2) They lost the fix in 1017.
They need to upgrade me to 1017 and fix the automated system to match the same firmware to avoid the resets. Does that make sense to you?
I was told when the new modem was installed that they would upgrade to 1017. It didn't happen. It's obvious that more than one group of engineers have access to the modem for upgrades, and the automated system was never re-programmed for the fix.
You have been extremely helpful and 'the light has finally turned on'. I can only assume at this point that the right hand has no idea what the left hand is doing.
The 'No touch' list may just be a ploy to satisfy ticket resolution and closure...
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MacLeech
The one and only
Premium
join:2001-07-14
SoCal
2 edits | My mistake, I though you got the 1017 firmware from Ambit and did that part yourself. I totally misunderstood and after rereading your post, I'm not sure how...
So it seems TWC firmware updates are fighting amongst themselves.
Upgrading individual modems is easy with the right software (lots of it available for desktop use) and information. I USED to do that, as could any other individual with the right access. Works great for individual modems and it's probably how your modem is getting upgraded by the TWC people you're talking to. Given the correct access one could upgrade a single modem with different firmware in a couple minutes.
The automated system is something entirely different as it's designed to upgrade entire systems of modems. That's really what needs the new firmware for your modem. That's also what would be reconfigured for the "no touch list". Changing this is more involved and needs much more planning as it affects multiple customers. |
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dstanic
join:2001-08-05
Yuma, AZ
| said by MacLeech :So it seems TWC firmware updates are fighting amongst themselves. The automated system is something entirely different as it's designed to upgrade entire systems of modems. That's really what needs the new firmware for your modem. That's also what would be reconfigured for the "no touch list". Changing this is more involved and needs much more planning as it affects multiple customers. Yup. It happened again shortly after noon:
'Resetting the cable Modem Due to DocsDevResetNow'
I called Tier 3 and they are waiting on paperwork. Corporate has to approve my removal from the automated process due to my 'always on' status.
The auto-reset process started at :09 minutes after the hour and the modem finally sync'd at :12. Had 178 connected clients, on a trip through la la land.
Note of interest... The resets never happen on weekends. Mostly Mondays and Tuesday evenings after midnight. This time, exactly 7 days after the last modem was installed... to the hour .
Most of the people in Tier 3 never knew this was happening or knew the process even existed. This is good news now as one tech said. Seems I wasn't the only one in the loop with the issue.
The flip side to all this is how Corporate handles these requests and future clients that run data servers like mine. If I was a CEO I'd find a way to make the change profitable! Be a hard work-around, since they advertise 'always on' service as-is.
Anyway, thanks again for your assistance... |
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dstanic
join:2001-08-05
Yuma, AZ
| (was) Intermittent loss of connection Arizona (now) Corp. Policy
Well, an answer at last. Ambit released a firmware version that corrected the small packet issues I was experiencing. Somebody in Tier 3 authorized the bin file to be uploaded to my modem. It worked great for over days until someone in Tier 3 suggested the modem be replaced. I was told that they would upgrade the new firmware we had tested (1017). The upgrade never happened. And back to the same old issues. Mind you, during that 30 day period somebody reset the modem as was I effectively removed from the 'automated reset' process.
2 Days after they were eager to replace my modem, I got a call from Tier 3 support. The 1017 firmware was not approved by Corporate. Somebody in Tier 3 was not authorized to do the upgrade and it was Corp Policy to do these periodic resets globally to its customers. There would be no exceptions and who ever removed me from the exception list was not authorized.
There has been 4 modem resets, I have no control over, in the past week. Just long enough to dump all my clients from my server. Usually, it is down from 2-5mins. And usually just after midnight.
Corporate Policy??? So, I asked for the phone number or an email address. Corporate doesn't have a phone number (I was told). But the tech, after waiting 20 mins, came up with an email address:
nat.officeofthepresident@twcable.com
I almost can predict what's next LOL
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dstanic
join:2001-08-05
Yuma, AZ
| Re: (was) Intermittent loss of connection Arizona (now) Corp. Po
said by dstanic :Somebody in Tier 3 authorized the bin file to be uploaded to my modem. It worked great for over days until someone in Tier 3 suggested the modem be replaced. Sorry a typo on my part... It worked great with the 1017 version firmware for over 30 days. 'Nobody' reset the modem during that time. I made the exception list... but it was never authorized by Corporate. They came out and picked up the modem and replaced the new modem with the old 1011 firmware. Back to step one with the resets.
Somebody on this list suggested I get my own modem. TWCBC doesn't allow that. They no longer support that policy, and you have to use their modems if you have a static IP.
Seems policies have changed dramatically in the 7 months I've done business with TWCBC. My only issue is to stop them from resetting my modem when they feel like it. |
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jmkramer
join:2008-07-13
Venice, CA
| reply to hobgoblin
Re: Intermittent loss of connection
I'm Chiming in too that I've had the same Problem in Venice, CA since the beginning of June...I've had Tech out twice and they blame me for the Problem. Modem was replaced, though it wasn't the issue anyway. I don't get disconnected , it just slows down to a crawl, as in 250 Kbps, snail mail slow. I must have spent 10 hours on hold and the phone repeating the problem over and over and over. I have done some research and there is a lawsuit being brought by the City of LA on Time Warner for the muckups during the switch from Comcast. But I'm not sure if they are including the lack of customer service/ help/ internet service from current issues on the lawsuit. But my requests for refunds for the lost service time have basically been laughed off. Very frustrating to not have anywhere to turn for help! |
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dstanic
join:2001-08-05
Yuma, AZ
| I have a feeling that a lot of modems are being replaced and that's not the problem. The problem has been discussed in this thread. MacLeech hit the nail on the head. If there is a mis-match between their modem query's and what they expect, they simply do a reset. I have run speed tests and it's nowhere near the levels I once had. That is probably a separate issue.
The main thing is trying to get them to stop resetting the modem whenever they feel like it. Once a week has turned into 3-5 times a week. All shortly after midnight.
Refunds are based on actual outage time. Almost a joke. A reset takes 2-5 mins. that's about $3.60 for me.
I have clients connected to my server that stay connected to receive real-time data. The packets are small but produce a constant flow. When the modem is reset the clients get tossed off. That's my issue. I hardly ever use the 10/1,5Mbps I'm signed up for. In fact, I seldom send more than 250kbps upstream of the 1500kbps I'm allowed. Downstream comes from my hub connection and is nothing at 25kbps.
Tier 3 is the end of the road for tech support. Beyond that is NOC (and they don't talk to customers). At some point when frustration levels get too high they'll refer you to Corporate. Since the techs feel their hands are tied by Corporate Policy. Tier 3 is there for one thing... to resolve issues for their customers where they have the expertise to get things handled. Beyond that, I'm not sure where we go.
I smell a more serious problem. When you call with an issue, they give you a ticket number for the problem. 30 days ago I got a ticket #2620374. Last week I got a new number because someone accidentally closed the first one. It was # 2894000. Do the math, that's a lot of tickets between then and now! TWC is hiring like crazy. You can read the ads by searching the internet. A Tier 3 tech gets $40,000 - $60,000 a year. If you read the qualifications, you end up feeling a little sorry for those who make it. They don't last long.
The current object of their madness appears to be replacing modems to assure tickets are closed. Replacing parts is not a fix_it_all. But it seems to be the easiest way to get customers off their backs. |
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hobgoblin
Sortof Agoblin
Premium
join:2001-11-25
Orchard Park, NY
clubs:
| "Do the math, that's a lot of tickets between then and now! TWC is hiring like crazy. You can read the ads by searching the internet. A Tier 3 tech gets $40,000 - $60,000 a year. If you read the qualifications, you end up feeling a little sorry for those who make it. They don't last long."
Based on the Customer base and that a ticket is created for every contact across the base that's not unreasonable.
That pay rate is very high.....Most Tier 3's I know have worked their way through to that position, its VERY rare to hire a tier 3 tech off the street. Many get promoted to Noc positions.
Hob
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"A foolish consistency is the hobgoblin of little minds."
- Ralph Waldo Emerson
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dstanic
join:2001-08-05
Yuma, AZ
| said by hobgoblin :That pay rate is very high.....Most Tier 3's I know have worked their way through to that position, its VERY rare to hire a tier 3 tech off the street. Many get promoted to Noc positions. In a perfect world that holds true. We would all like to think that a company cares enough about it's employees to promote from within, if they have enough qualified personnel to choose from. They also run ads for NOC people as well as Tier 3.
I only speak my views as an IT Professional with 25 years of experience. What bothers me was TWC moving forward to try and cater to the Business Class customer, when they obviously aren't interested in listening to business class needs.
I don't debate their methods of hiring or the people that try to do a good job. I do criticize when we are told that it's Corporate Policy to do things that disrupt service when it doesn't have to be that way.
Global resets to bulk network clients is/was a practice used by many ISP's in the past. That practice dates back to the dial-up days when ISP's flushed networks to ensure load provisioning. Today, many nodes are being over tasked because the object is to over sell regions before NOC and provisioning can get caught up.
Ambit developed a fix in their firmware that I personally had an opportunity to test (1017), by accident. It was like a slap in the face to all those techs and so-called experienced NOC guys. The answer... it wasn't approved by Corporate. At least we know there is a firmware version on the shelf that will solve most of our specific networking issues.
So, we can close our eyes, pray and listen to excuses and do nothing. Or, we can light up their phone lines and demand the service they said they would provide.
A common weakness in business today is making claims that a service can do more than it was designed to do, and hire enough people who will work for peanuts before consideration goes to out-sourcing to maintain profits.
Hob, they bank on the fact that most people will simply bend over and accept things as they are. Look at these forums and other lists... we aren't the only ones wondering what's going on. There is a certain faction of people lurking around here that will always seem satisfied. I'm of a generation that will pay through the nose because I expect things to work. Service and quality is what most of us want, and Corporate Policy is what???
Last year, CEO Glenn Britt earned $9.5M which included a $5.6M bonus. Wouldn't it be nice if they used some of their record profits to keep customers happy? |
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