joako
Premium
join:2000-09-07
/dev/null
 ·AT&T U-Verse
1 edit | HORRIBLE Phone support.
I was doing a business DSL install today. Line was ordered/installed sometime in May.
When I get onsite the great ZyXel 660 modem had been already installed by an Embarq tech. The modem was set to routed mode but it was not getting a WAN IP address!
Did a conference with Embarq tech support twice. First time they lady said because in bridge mode my PC and also the router do not get an IP address (after disabling DHCP server in the ZyXel) the issue is my PC and nothing else, the DSL is fine. She says that something is pulling an IP of 71.49.16.xxx (maybe this is the static IP assigned??). Basically I was treated like a total idiot that had a PC full of viruses.
2nd time I was told to try a diffrent ethernet cable. Yea Belden premium cables go bad and only let you access the modem interface and get a DHCP lease from the modem but not from the far end.
In the end issue is unresolved. I strongly suspect it is the line, not the modem, but my boss said he's going to order a new modem :banghead:
Why does Embarq blame you instead of running a line test or opening a network ticket to make sure the circuit is correctly built before blaming you?
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kg4muc
Gettin It Done A Little At A Time
join:2003-02-17
Marion, VA
 ·Embarq
| Re: HORRIBLE Tech support.
Sounds like I may have been really lucky!
I have dealt with them several times on Business accounts as well as residential accounts including my own and have been treated actually good!
I have to admit though that some of the cable support tiers seem to have bad hair days way too often ! One reason I am not with the cable folks anymore.
If you know anyone in the local Embarq facility give them a yell. Really whacked up problems I have ran into they seemed to get things rolling quicker.
Good Luck!
Wayne |
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joako
Premium
join:2000-09-07
/dev/null
·AT&T U-Verse
| reply to joako
It's not my problem. It's not my line and I get paid to fix it... so honestly the more they F@(# up the more money I make. I'm 80% certain I'm going to show up next week with the new modem and its still not going to work. I'll be ready with 2 laptops and I'll make sure one has a fresh install of Windows with only the LAN driver just to prove them wrong.
But it's frustrating to deal with such horrible support.
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bctrainers
join:2004-08-03
Olathe, KS | reply to joako
If you can, login to the ZyXel box and go to the setup of it. Set type of connect from VBR to CBR. That's the only way I'm evenly able to obtain an IP address. CBR = Constant Bit Rate.
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--bc |
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gatorkram
Spelling and Grammer impared
Premium
join:2002-07-22
Winterville, NC
clubs:
·Embarq
 ·linode
1 edit | reply to joako
Any time I've gone from routed, to bridged, I've had to do a full reset on the modem. Otherwise it never seems to take the changes. The modem is buggy as hell with other settings too.
So what I have to do, is do a hard reset of the firmware, and then pick the new mode of operation.
edit: clarification added
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Give me bandwidth or give me death!
»/testhistory/661871/4f240 |
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Tarheels Fan
Premium
join:2006-01-05
·Embarq
| reply to joako
If it is a DHCP account, then most likely has something to do with an IP address issue. I have heard these IP's are locking up sometimes. Ask the tech support to clear out the IP. You may need to talk to one of their leads. I believe it is an issue in the aggregator. |
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Monolith
join:2007-07-25
united state | reply to joako
Suggest you message one of the techs on this board, they should be able to help you out. They have helped me with several problems. I don't even bother to call in anymore, unless my service is 100% out. |
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embarq_llewi
VIP
join:2007-12-13
Orlando, FL
| reply to joako
Hello joako,
I read your post about the modem not getting a WAN IP address. I can take a look at the line for you if you would like. Just send the phone number in an email or private message. I will keep you posted as to what I find.
Lamont L.
Embarq Customer Support
embarq_lamont@embarq.com
For additional support please visit www.embarq.com/freetv or call 1-877-646-3282
Voice | Data | Internet | Wireless | Entertainment
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Lamont L.
Embarq Customer Support
Embarq_lamont@embarq.com
For additional support please visit www.embarq.com/freetv or call 1-800-339-1811
Voice | Data | Internet | Wireless | Entertainment
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joako
Premium
join:2000-09-07
/dev/null
·AT&T U-Verse
| reply to bctrainers
said by bctrainers  :If you can, login to the ZyXel box and go to the setup of it. Set type of connect from VBR to CBR. That's the only way I'm evenly able to obtain an IP address. CBR = Constant Bit Rate. According to tech support the Embarq rep I spoke to the modem was configured correctly. She got very defensive when I asked about the VPI and VCI (which is set to 8/35 by default and which she also configured to be the correct setting)
said by gatorkram :Any time I've gone from routed, to bridged, I've had to do a full reset on the modem. Otherwise it never seems to take the changes. The modem is buggy as hell with other settings too. So what I have to do, is do a hard reset of the firmware, and then pick the new mode of operation. edit: clarification added Default modem config as installed by Embarq, the modem was not pulling an IP address, WAN IP was reported as 0.0.0.0. I reset the modem multiple times both via the web gui and via the button on the back. Never did the modem assign a WAN IP address. My understanding is the default setup should "just work" since everything will be DHCP.
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joako
Premium
join:2000-09-07
/dev/null
·AT&T U-Verse
| reply to joako
Re: HORRIBLE Phone support.
I sent a message to Lamont and got a response in approx. 1 hour. I am not anywhere near the DSL line to verify but it seems the issue is resolved after the network profile was rebuilt. Thread title updated to reflect reality.
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