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Jirachi

join:2010-10-05
Orlando, FL
reply to BHNtechXpert

Re: [Internet] Bright House Orlando problems.

I'm having similar problems with Bright House (my area code is 32811 and I live in an apartment complex) and I want to stick to this thread and interact like ispgeek suggests in hopes of fixing the problem.

The problem started about 4 weeks ago after a thunderstorm. During the thunderstorm, my connection disconnected frequently. The thunderstorm before this thunderstorm caused the same problems, but everything was fine once that thunderstorm was over. But after the thunderstorm 4 weeks ago, my connection continued to disconnect (not as frequently as during the thunderstorm).

It would disconnect at very haphazard rates (as often as 6 times within 20 minutes or as infrequent as once in under 5 hours). Each disconnect would range to about 10-40 seconds.

I called Bright House 2 weekends ago and they told me it could be my router and to check if the cable lights turn off on the modem during the disconnects. And if the lights do go off, they said to exchange my modem for a new one at a local BH office. After I got off the phone, I went to buy a new router (45 day return policy) in hopes that it was the router. But the problem persisted, so I hooked my laptop straight to the modem and monitored it a whole night.

I noticed that during the longer disconnects, the light under "cable" on my modem would blink and then disappear (the modem is Toshiba PCX2500) then it would blink and turn back on when the connection was back. But if the disconnect was very short, the lights would not blink and go out.

So I went to the local BH office last weekend (as I cannot go during the weekday) to exchange the modem for another one (got the same modem model) and I immediately tested it out with my laptop connected straight to it without the router. And the problem persisted and I called BH the same day.

They scheduled a technician today (Tuesday) to stop by. The technician came, she checked the readings of the cable. And then said she was going to check the "unit" outside. She came back and said that there were two "filters" (I asked her to clarify what the filter was called and she repeated herself "just filter") instead of one. She said there was supposed to only be one so she replaced the two with a brand new one. She said that my reading was 2 before she did that and now it is 5 (not sure what those numbers indicate). And she said that my problem should be fixed.

After she left (12pm) I wasn't able to check my internet till after 6pm. And it disconnected twice (while directly connected to the modem, no router) at 6:20 and at 6:39. The one at 6:20 was long enough for the modem to blink and go out. The one at 6:39 was not.

I called BH again and they told me they were not able to get a response from my modem (while the lights were on) and transferred me to a modem specialist. The specialist said that he got a response and that his logs says my modem has not gone out for at least the past 7 hours. I told him that it did go out at least twice since I started checking at 6pm.

He tells me that my readings are fine and to turn in my modem again and schedules a technician to exchange it for me this coming Thursday.

My journey of patience seems to be just starting and I hope by sticking to this thread, I can make it as painless as possible.



BHNtechXpert
BHN Staff
Premium,VIP
join:2006-02-16
Saint Petersburg, FL
kudos:148

said by Jirachi:

I'm having similar problems with Bright House (my area code is 32811 and I live in an apartment complex) and I want to stick to this thread and interact like ispgeek suggests in hopes of fixing the problem.

The problem started about 4 weeks ago after a thunderstorm. During the thunderstorm, my connection disconnected frequently. The thunderstorm before this thunderstorm caused the same problems, but everything was fine once that thunderstorm was over. But after the thunderstorm 4 weeks ago, my connection continued to disconnect (not as frequently as during the thunderstorm).

It would disconnect at very haphazard rates (as often as 6 times within 20 minutes or as infrequent as once in under 5 hours). Each disconnect would range to about 10-40 seconds.

I called Bright House 2 weekends ago and they told me it could be my router and to check if the cable lights turn off on the modem during the disconnects. And if the lights do go off, they said to exchange my modem for a new one at a local BH office. After I got off the phone, I went to buy a new router (45 day return policy) in hopes that it was the router. But the problem persisted, so I hooked my laptop straight to the modem and monitored it a whole night.

I noticed that during the longer disconnects, the light under "cable" on my modem would blink and then disappear (the modem is Toshiba PCX2500) then it would blink and turn back on when the connection was back. But if the disconnect was very short, the lights would not blink and go out.

So I went to the local BH office last weekend (as I cannot go during the weekday) to exchange the modem for another one (got the same modem model) and I immediately tested it out with my laptop connected straight to it without the router. And the problem persisted and I called BH the same day.

They scheduled a technician today (Tuesday) to stop by. The technician came, she checked the readings of the cable. And then said she was going to check the "unit" outside. She came back and said that there were two "filters" (I asked her to clarify what the filter was called and she repeated herself "just filter") instead of one. She said there was supposed to only be one so she replaced the two with a brand new one. She said that my reading was 2 before she did that and now it is 5 (not sure what those numbers indicate). And she said that my problem should be fixed.

After she left (12pm) I wasn't able to check my internet till after 6pm. And it disconnected twice (while directly connected to the modem, no router) at 6:20 and at 6:39. The one at 6:20 was long enough for the modem to blink and go out. The one at 6:39 was not.

I called BH again and they told me they were not able to get a response from my modem (while the lights were on) and transferred me to a modem specialist. The specialist said that he got a response and that his logs says my modem has not gone out for at least the past 7 hours. I told him that it did go out at least twice since I started checking at 6pm.

He tells me that my readings are fine and to turn in my modem again and schedules a technician to exchange it for me this coming Thursday.

My journey of patience seems to be just starting and I hope by sticking to this thread, I can make it as painless as possible.
I can appreciate your frustration and also your very detailed description of the problem. A couple of things to think about...you live in an apartment complex...issues related to the complex can be tricky because there are any number of things that can and do go wrong...that said I'm not surprised that it has taken more than one tech because ultimately the issue either has to be bad enough that they can detect it all the time or actually occur when they are at your home. Let's see what this tech finds out and we'll take it from there. If things get too crazy pm me.


JoeMJMco

@rr.com
reply to Cralb

I just wanted to mention I live in Port Orange (Volusia County) and have BHN service at home. I've ALSO been experiencing the same issues as others have pointed out....intermittent disconnects. Usually ranging from 1-3 minutes, but sometimes they can last up to half an hour.

It's probably completely unrelated, but I've had no issues until the recent upgrade for RR Lightning.

------------------
I've had a tech out for an unrelated issue in the last few weeks, my modem's been replaced twice now, the disconnects still happen. The other issue was more of a priority, and now that's taken care of I'm going to start calling them about the disconnects. I'm more or less experiencing exactly as others have described. I also play online video games, and get disconnected during such games.

Usually these problems manifest themselves LATE at night (i've a friend over who's been trying to use the web between 12-4am and says they're the worst during that time) They seem to occur frequently during the day as well.

I work 8-5 so I'm home surfing the web by 6pm, oddly enough during peak hours while I'm home, internet works fine.

I'll post an update once I hear from BHN, just wanted to let others know they're not alone.

PS: I've got a friend in Deland, FL experiencing almost the same thing, except her internet is out for MUCh longer periods, I know BHN has been to her house at least 8 or 9 times with no success.



BHNtechXpert
BHN Staff
Premium,VIP
join:2006-02-16
Saint Petersburg, FL
kudos:148

said by JoeMJMco :

I just wanted to mention I live in Port Orange (Volusia County) and have BHN service at home. I've ALSO been experiencing the same issues as others have pointed out....intermittent disconnects. Usually ranging from 1-3 minutes, but sometimes they can last up to half an hour.

It's probably completely unrelated, but I've had no issues until the recent upgrade for RR Lightning.

------------------
I've had a tech out for an unrelated issue in the last few weeks, my modem's been replaced twice now, the disconnects still happen. The other issue was more of a priority, and now that's taken care of I'm going to start calling them about the disconnects. I'm more or less experiencing exactly as others have described. I also play online video games, and get disconnected during such games.

Usually these problems manifest themselves LATE at night (i've a friend over who's been trying to use the web between 12-4am and says they're the worst during that time) They seem to occur frequently during the day as well.

I work 8-5 so I'm home surfing the web by 6pm, oddly enough during peak hours while I'm home, internet works fine.

I'll post an update once I hear from BHN, just wanted to let others know they're not alone.

PS: I've got a friend in Deland, FL experiencing almost the same thing, except her internet is out for MUCh longer periods, I know BHN has been to her house at least 8 or 9 times with no success.
Issues between 12am and 5am are almost always related to maint. I'm not worried about those and secondly not worried about "game server" disconnects unless they can be duplicated in other services at the same time. Meaning...disconnected from game servers can occur for a thousand different reasons unrelated to BHN service. Also I need to know the status of the modem during the daytime disconnects please.

Jirachi

join:2010-10-05
Orlando, FL
reply to Cralb

I wanted to keep an update (for people who have similar problems).

Bright House came Thursday and replaced my splitter and changed my "main line" to a different "port" (in the "main box" outside the apartment.) The terms in quotations are the technician's words.

Ever since then, I've had less disconnects and none of the disconnects are near a minute long. The ones around half a minute are rare (about once or twice every two hours). But there are somewhat frequent ones (2 or 3 times an hour) that are very short.

So far, none of the disconnects except a particularly long one affected the light on the modem under the label "cable."

This is true with and without a router.

Though the problem is a lot better, I still find it frustrating.

I was told by BH when they came on Thursday that they've replaced everything that can be replaced and everything should be fixed as there is no more they can do.

So I am hesitant to call them back. But I will probably call them back soon when I feel like dealing with them again.



BHNtechXpert
BHN Staff
Premium,VIP
join:2006-02-16
Saint Petersburg, FL
kudos:148

said by Jirachi:

I wanted to keep an update (for people who have similar problems).

Bright House came Thursday and replaced my splitter and changed my "main line" to a different "port" (in the "main box" outside the apartment.) The terms in quotations are the technician's words.

Ever since then, I've had less disconnects and none of the disconnects are near a minute long. The ones around half a minute are rare (about once or twice every two hours). But there are somewhat frequent ones (2 or 3 times an hour) that are very short.

So far, none of the disconnects except a particularly long one affected the light on the modem under the label "cable."

This is true with and without a router.

Though the problem is a lot better, I still find it frustrating.

I was told by BH when they came on Thursday that they've replaced everything that can be replaced and everything should be fixed as there is no more they can do.

So I am hesitant to call them back. But I will probably call them back soon when I feel like dealing with them again.
You need to look inward now. Only one "disconnect" affecting the modem hints that you either have an ethernet adapter issue or something else is causing the disconnect unlreated to your BHN service. Also...if you are relying on the logs to tell you about a disconnect....STOP! They are unreliable for this purpose.

Jirachi

join:2010-10-05
Orlando, FL

1 edit

I don't use logs so I can only note disconnects when I am actually using the internet.

Perhaps it is possible that only the longer disconnects before were from BHN service (which are seemingly gone for the most part now) and that the shorter ones (which do not affect the modem light labeled "cable") are from something else unrelated. Though I do not believe it to be an ethernet adapter problem as I have multiple desktops and laptops to cross reference (in addition, I have two routers I swap back and forth to reference).

I will continue to monitor the situation and post back when there's an update.

EDIT: I monitored the cable modem really carefully to see if the short disconnects really don't cause the modem light under "cable" to blink. The situation was that for longer disconnects, the light would blink a few times, turn off, then blink a few times, and turn back on.

And in a one hour period (9pm to 10pm) of very closely watching the light and clicking links continuously in a browser to test my internet, I found that during 3 very short "hiccups" in the internet, the light turned off and on once for a very brief moment. And a 4th time, the light stayed lit.

I suspect that those other short disconnects, I may have missed the light turning off since I was expecting a drawn out series of the light blinking, staying off, blinking, then turning back on.



paradigmfl

join:2005-07-16
Reviews:
·Bright House

3 edits

said by Jirachi:

I don't use logs so I can only note disconnects when I am actually using the internet.

Perhaps it is possible that only the longer disconnects before were from BHN service (which are seemingly gone for the most part now) and that the shorter ones (which do not affect the modem light labeled "cable") are from something else unrelated. Though I do not believe it to be an ethernet adapter problem as I have multiple desktops and laptops to cross reference (in addition, I have two routers I swap back and forth to reference).

I will continue to monitor the situation and post back when there's an update.

EDIT: I monitored the cable modem really carefully to see if the short disconnects really don't cause the modem light under "cable" to blink. The situation was that for longer disconnects, the light would blink a few times, turn off, then blink a few times, and turn back on.

And in a one hour period (9pm to 10pm) of very closely watching the light and clicking links continuously in a browser to test my internet, I found that during 3 very short "hiccups" in the internet, the light turned off and on once for a very brief moment. And a 4th time, the light stayed lit.

I suspect that those other short disconnects, I may have missed the light turning off since I was expecting a drawn out series of the light blinking, staying off, blinking, then turning back on.
If the cable light is going off (or even blinking regularly on some modems) and staying off then with most modems I have seen this indicates a problem somewhere from the modem itself to BHN's office/node. If BHN doesn't want to help you I suggest using a cell/video camera and recording the lights on the modem when the cable light goes out or service drops. Tell them then you have proof, post it to Youtube and ask them to take a look. Maybe post it here too. Don't be afraid to call because one tech said "there is nothing more they can do" - especially if you see that cable light staying off. You're paying for the service. They aren't giving it away. You have to be weary of the techs sometimes. As an example I know of a friend who was told his TV could only get channels 2-13 because "his TV wasn't compatible with Bright House or was broke". Guess what the issue was? ..... The tech plugged the coaxial cable into the Antenna input as opposed to the CABLE input. Had my friend not sought a second opinion they'd only have channels 2 - 13 on that TV to this day! LOL

I'm not sure but from what you describe the modem might be doing a reset? That should not be happening very often under most circumstances.


BHNtechXpert
BHN Staff
Premium,VIP
join:2006-02-16
Saint Petersburg, FL
kudos:148
reply to Jirachi

said by Jirachi:

I don't use logs so I can only note disconnects when I am actually using the internet.

Perhaps it is possible that only the longer disconnects before were from BHN service (which are seemingly gone for the most part now) and that the shorter ones (which do not affect the modem light labeled "cable") are from something else unrelated. Though I do not believe it to be an ethernet adapter problem as I have multiple desktops and laptops to cross reference (in addition, I have two routers I swap back and forth to reference).

I will continue to monitor the situation and post back when there's an update.

EDIT: I monitored the cable modem really carefully to see if the short disconnects really don't cause the modem light under "cable" to blink. The situation was that for longer disconnects, the light would blink a few times, turn off, then blink a few times, and turn back on.

And in a one hour period (9pm to 10pm) of very closely watching the light and clicking links continuously in a browser to test my internet, I found that during 3 very short "hiccups" in the internet, the light turned off and on once for a very brief moment. And a 4th time, the light stayed lit.

I suspect that those other short disconnects, I may have missed the light turning off since I was expecting a drawn out series of the light blinking, staying off, blinking, then turning back on.
Jirachi send me a pm please...


puterfx

@rr.com
reply to Cralb

Intermittent Modem – Unending Tech Support Loop

I've got a similar issue going on but when my modem drops off, it may be off for literally hours. I live down by OIA / Lee Vista area and my problem started last Friday when I took the day off. Maybe it's been ongoing but I usually work during the day running an IT department (which, theoretically, means that I have some computer/networking expertise so I really hate to be treated like an idiot).

I noticed that the only lights on the WebSTAR DPC2100R2 were the power light and PC light (about 2 pm) so I ran through some troubleshooting; unplugged the modem and router, waited a minute or so and plugged them back in - nothing; disconnected the TV upstairs from the splitter (BHN) that also feeds the modem and repeated the reset process - nothing; bypassed the router direct from modem to pc - nothing and reluctantly called tech support. Well the gal I talked to had me do everything I had already done so that she could run some tests. Her conclusion - I either had a bad splitter or a bad modem because she couldn't get a signal. We had bypassed the splitter so she said she could have someone come out Sunday, two days later. Because I remote into work a lot, I wasn't real happy and asked if there was a quicker way to get a modem. She put me on hold and finally came back with a location to one of BH's stores so I went and swapped the modem. Got back home about an hour later, plugged in the modem and nothing - power light and PC light so I called back in again. This time I spoke with a guy that wanted me to run through all the steps again. Fortunately, this time I only had to spend about a half an hour and the modem came back online. I confirmed the Sunday appointment and hung up. Around 7 pm, the modem went offline again and I couldn't get it back up so decided I'd deal with it the next day.

I got up Saturday am and the modem was online again so I decided to try it with the Linksys router hooked up because we needed the wireless for the laptop. Worked great until early afternoon then the modem quit again, same 2 lights. About an hour later I noticed all the lights flashing and the modem was back up. It cycled on it's own like this the rest of the day.

Sunday morning when I got up, the modem was working again but. I hooked up the TV to the splitter and both the TV and modem worked fine. The tech got here around 3:30 pm and the only thing he could find when he put on a meter was some feedback or line noise from the line that feeds the TV and DVR downstairs so he replaced that cable. Actually the picture on the TV upstairs looked great so he left. About an hour later, the picture on the TV upstairs went kind of snowy and I noticed the modem was off again. I checked the cables in our closet where the feed comes in and noticed that the TV and modem line was hooked up to a -7 terminal instead of the -3.5 so I hooked it up properly and the picture came back but not the modem so I called tech support and got National RoadRunner offshore support. Finally got transferred to local support, explained everything again and was given a Tuesday appointment. Couldn't get the modem back up so I asked him if the tech could bring out another modem Tuesday. He confirmed that the tech would and as we were closing the call, the modem came back online - for awhile. When it went down again, I called back, had to go through the same process with the offshore person before I could talk to a local. When I asked her if I could get a NEW modem instead of a used or remanufactured one, I could almost feel the contempt for me having the audacity to request a NEW modem. She said she would request one if there was one in the warehouse. $150-$200/month for 5 yrs - I think I BH can afford a new modem, right? I talked to my son, who works for Comcast, Monday night and he got me into the modem so we could check out the Upstream and Transmit power. It was all over the place from 17 to 61. He wasn't sure it was the modem and was leaning more towards the tap. More connects and disconnects until the same tech came back Tuesday.

Nice guy and checked what he could but everything was working fine. I showed him the erratic transmit power but he was as baffled as I and suggested that if the problem continued that I give him a call and he could request that a priority tech be sent out to do more troubleshooting. So, he wrote down his name, id number and cell number and left. That was about 4:30 pm - by 6 pm the modem was down again but I had to go to class so I called him on the way and left a message for him to escalate it. I called again this morning and left another message but no response.

I finally got to another phone tech, via offshore support with another trouble ticket and he was able to see the modem but not the router so apparently the modem had restarted last night sometime. I asked about escalating to a priority tech because that's what was suggested by the other tech and he told me that only the field tech could do that but he could schedule another tech to come out so I guess I'm back to square one again. I asked him point blank if they were going to be able to fix this issue because I needed a reliable Internet access or should I consider going to DSL? His response was that Brighthouse wouldn't want to lose the business but if that's what I chose, they would understand. How's that for customer service? It shows you where BH's emphasis is. Pathetic.

So now what do I do? I did talk to ATT and I'd actually save about $40 a month for 6M service vs. 7M when it works. Not much difference. And just as I'm getting ready to post this, the modem goes off again - Not synchronized, the Upstream Parameters Acquired and finally Operational.



BHNtechXpert
BHN Staff
Premium,VIP
join:2006-02-16
Saint Petersburg, FL
kudos:148

1 edit

said by puterfx :

Intermittent Modem – Unending Tech Support Loop

I've got a similar issue going on but when my modem drops off, it may be off for literally hours. I live down by OIA / Lee Vista area and my problem started last Friday when I took the day off. Maybe it's been ongoing but I usually work during the day running an IT department (which, theoretically, means that I have some computer/networking expertise so I really hate to be treated like an idiot).

I noticed that the only lights on the WebSTAR DPC2100R2 were the power light and PC light (about 2 pm) so I ran through some troubleshooting; unplugged the modem and router, waited a minute or so and plugged them back in - nothing; disconnected the TV upstairs from the splitter (BHN) that also feeds the modem and repeated the reset process - nothing; bypassed the router direct from modem to pc - nothing and reluctantly called tech support. Well the gal I talked to had me do everything I had already done so that she could run some tests. Her conclusion - I either had a bad splitter or a bad modem because she couldn't get a signal. We had bypassed the splitter so she said she could have someone come out Sunday, two days later. Because I remote into work a lot, I wasn't real happy and asked if there was a quicker way to get a modem. She put me on hold and finally came back with a location to one of BH's stores so I went and swapped the modem. Got back home about an hour later, plugged in the modem and nothing - power light and PC light so I called back in again. This time I spoke with a guy that wanted me to run through all the steps again. Fortunately, this time I only had to spend about a half an hour and the modem came back online. I confirmed the Sunday appointment and hung up. Around 7 pm, the modem went offline again and I couldn't get it back up so decided I'd deal with it the next day.

I got up Saturday am and the modem was online again so I decided to try it with the Linksys router hooked up because we needed the wireless for the laptop. Worked great until early afternoon then the modem quit again, same 2 lights. About an hour later I noticed all the lights flashing and the modem was back up. It cycled on it's own like this the rest of the day.

Sunday morning when I got up, the modem was working again but. I hooked up the TV to the splitter and both the TV and modem worked fine. The tech got here around 3:30 pm and the only thing he could find when he put on a meter was some feedback or line noise from the line that feeds the TV and DVR downstairs so he replaced that cable. Actually the picture on the TV upstairs looked great so he left. About an hour later, the picture on the TV upstairs went kind of snowy and I noticed the modem was off again. I checked the cables in our closet where the feed comes in and noticed that the TV and modem line was hooked up to a -7 terminal instead of the -3.5 so I hooked it up properly and the picture came back but not the modem so I called tech support and got National RoadRunner offshore support. Finally got transferred to local support, explained everything again and was given a Tuesday appointment. Couldn't get the modem back up so I asked him if the tech could bring out another modem Tuesday. He confirmed that the tech would and as we were closing the call, the modem came back online - for awhile. When it went down again, I called back, had to go through the same process with the offshore person before I could talk to a local. When I asked her if I could get a NEW modem instead of a used or remanufactured one, I could almost feel the contempt for me having the audacity to request a NEW modem. She said she would request one if there was one in the warehouse. $150-$200/month for 5 yrs - I think I BH can afford a new modem, right? I talked to my son, who works for Comcast, Monday night and he got me into the modem so we could check out the Upstream and Transmit power. It was all over the place from 17 to 61. He wasn't sure it was the modem and was leaning more towards the tap. More connects and disconnects until the same tech came back Tuesday.

Nice guy and checked what he could but everything was working fine. I showed him the erratic transmit power but he was as baffled as I and suggested that if the problem continued that I give him a call and he could request that a priority tech be sent out to do more troubleshooting. So, he wrote down his name, id number and cell number and left. That was about 4:30 pm - by 6 pm the modem was down again but I had to go to class so I called him on the way and left a message for him to escalate it. I called again this morning and left another message but no response.

I finally got to another phone tech, via offshore support with another trouble ticket and he was able to see the modem but not the router so apparently the modem had restarted last night sometime. I asked about escalating to a priority tech because that's what was suggested by the other tech and he told me that only the field tech could do that but he could schedule another tech to come out so I guess I'm back to square one again. I asked him point blank if they were going to be able to fix this issue because I needed a reliable Internet access or should I consider going to DSL? His response was that Brighthouse wouldn't want to lose the business but if that's what I chose, they would understand. How's that for customer service? It shows you where BH's emphasis is. Pathetic.

So now what do I do? I did talk to ATT and I'd actually save about $40 a month for 6M service vs. 7M when it works. Not much difference. And just as I'm getting ready to post this, the modem goes off again - Not synchronized, the Upstream Parameters Acquired and finally Operational.
Register so I can send you a PM and we'll talk but I see few issues already but like I said we'll do it in PM.

Just send me a PM shoutout once you register and I'll holler back at ya.

techspec

join:2010-10-09
Longwood, FL
reply to puterfx

said by puterfx :

Intermittent Modem – Unending Tech Support Loop

I've got a similar issue going on but when my modem drops off, it may be off for literally hours. I live down by OIA / Lee Vista area and my problem started last Friday when I took the day off. Maybe it's been ongoing but I usually work during the day running an IT department (which, theoretically, means that I have some computer/networking expertise so I really hate to be treated like an idiot).

I noticed that the only lights on the WebSTAR DPC2100R2 were the power light and PC light (about 2 pm) so I ran through some troubleshooting; unplugged the modem and router, waited a minute or so and plugged them back in - nothing; disconnected the TV upstairs from the splitter (BHN) that also feeds the modem and repeated the reset process - nothing; bypassed the router direct from modem to pc - nothing and reluctantly called tech support. Well the gal I talked to had me do everything I had already done so that she could run some tests. Her conclusion - I either had a bad splitter or a bad modem because she couldn't get a signal. We had bypassed the splitter so she said she could have someone come out Sunday, two days later. Because I remote into work a lot, I wasn't real happy and asked if there was a quicker way to get a modem. She put me on hold and finally came back with a location to one of BH's stores so I went and swapped the modem. Got back home about an hour later, plugged in the modem and nothing - power light and PC light so I called back in again. This time I spoke with a guy that wanted me to run through all the steps again. Fortunately, this time I only had to spend about a half an hour and the modem came back online. I confirmed the Sunday appointment and hung up. Around 7 pm, the modem went offline again and I couldn't get it back up so decided I'd deal with it the next day.

I got up Saturday am and the modem was online again so I decided to try it with the Linksys router hooked up because we needed the wireless for the laptop. Worked great until early afternoon then the modem quit again, same 2 lights. About an hour later I noticed all the lights flashing and the modem was back up. It cycled on it's own like this the rest of the day.

Sunday morning when I got up, the modem was working again but. I hooked up the TV to the splitter and both the TV and modem worked fine. The tech got here around 3:30 pm and the only thing he could find when he put on a meter was some feedback or line noise from the line that feeds the TV and DVR downstairs so he replaced that cable. Actually the picture on the TV upstairs looked great so he left. About an hour later, the picture on the TV upstairs went kind of snowy and I noticed the modem was off again. I checked the cables in our closet where the feed comes in and noticed that the TV and modem line was hooked up to a -7 terminal instead of the -3.5 so I hooked it up properly and the picture came back but not the modem so I called tech support and got National RoadRunner offshore support. Finally got transferred to local support, explained everything again and was given a Tuesday appointment. Couldn't get the modem back up so I asked him if the tech could bring out another modem Tuesday. He confirmed that the tech would and as we were closing the call, the modem came back online - for awhile. When it went down again, I called back, had to go through the same process with the offshore person before I could talk to a local. When I asked her if I could get a NEW modem instead of a used or remanufactured one, I could almost feel the contempt for me having the audacity to request a NEW modem. She said she would request one if there was one in the warehouse. $150-$200/month for 5 yrs - I think I BH can afford a new modem, right? I talked to my son, who works for Comcast, Monday night and he got me into the modem so we could check out the Upstream and Transmit power. It was all over the place from 17 to 61. He wasn't sure it was the modem and was leaning more towards the tap. More connects and disconnects until the same tech came back Tuesday.

Nice guy and checked what he could but everything was working fine. I showed him the erratic transmit power but he was as baffled as I and suggested that if the problem continued that I give him a call and he could request that a priority tech be sent out to do more troubleshooting. So, he wrote down his name, id number and cell number and left. That was about 4:30 pm - by 6 pm the modem was down again but I had to go to class so I called him on the way and left a message for him to escalate it. I called again this morning and left another message but no response.

I finally got to another phone tech, via offshore support with another trouble ticket and he was able to see the modem but not the router so apparently the modem had restarted last night sometime. I asked about escalating to a priority tech because that's what was suggested by the other tech and he told me that only the field tech could do that but he could schedule another tech to come out so I guess I'm back to square one again. I asked him point blank if they were going to be able to fix this issue because I needed a reliable Internet access or should I consider going to DSL? His response was that Brighthouse wouldn't want to lose the business but if that's what I chose, they would understand. How's that for customer service? It shows you where BH's emphasis is. Pathetic.

So now what do I do? I did talk to ATT and I'd actually save about $40 a month for 6M service vs. 7M when it works. Not much difference. And just as I'm getting ready to post this, the modem goes off again - Not synchronized, the Upstream Parameters Acquired and finally Operational.
A few things....First of all, if you don't have a problem with your e-mail, when you call into the automated system, say your cable light is out, not that you have internet problems. Cable light out bypasses the no help desk errrr I mean national helpdesk. Secondly, based on what you've stated, its highly unlikely to be a modem issue. You can get an escalated tech to your home, but you have to have at least 2 prev techs out within a 30 day time period. Since the company has literally hundreds of thousands of customers, it is not realistic to expect to get a "new" modem, if they happen to have one available, then thats great, but I have been with brighthouse for 8 years and have only had 2 modems and they were both the same as the one you have. The only reason I don't still have it, is I got lightning installed on Saturday.

What did you expect the rep to say?? You think he is going to make a promise he can't keep? No good customer service would ever commit to fixing something outside their control. He's not the tech, all he can do is schedule the techs to fix the issue. If they can't fix it, you get an escalated tech, they are the ones who come through when the others can't. I know this from personal experience, yes, it is frustrating, but if you've ever been a mechanic or computer tech, etc, you know how difficult intermittent issues can be.
Interesting...AT&T up to 6M(depending on how far you are from the node) and 768@$19.95 a mo plus $63 one time modem fee plus $200 installation fee vs 10M and 1M and no modem or installation fee.

I hear stories all the time about "IT" guys or network engineers or NASA rocket scientists calling in about the internet not working and it turns out to be the NIC card was disabled or the wireless was turned off or the ethernet cable was loose or something equally simple and they are trying to say its a problem with a network board in the server, etc.......So don't take it personally if they talk like you don't know anything, because 95% of the customers are lucky to find the keyboard.............

puterfx6

join:2006-11-13
Orlando, FL

Thanks for the tip on the cable light out ... it worked.

2nd - I wasn't expecting a promise, just some compassion, I guess vs a take it or leave it attitude.

3rd - 6M DSL - 19.95, ATT modem $75 - $75 rebate, no installation charge.

I used to work tech support for Dell years ago so I know what you mean. Interesting calls!



BHNtechXpert
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join:2006-02-16
Saint Petersburg, FL
kudos:148

2 edits

said by puterfx6:

Thanks for the tip on the cable light out ... it worked.

2nd - I wasn't expecting a promise, just some compassion, I guess vs a take it or leave it attitude.

3rd - 6M DSL - 19.95, ATT modem $75 - $75 rebate, no installation charge.

I used to work tech support for Dell years ago so I know what you mean. Interesting calls!
I only have one thing to add to the above and then I'll get on to my purpose for responding

Puter you being someone in the field should know and respect that the tech reps you speak to on the phone have a job to do. They like good reps make no assumptions nor will they take your statements that you've done this, that or the other thing. They need to see and experience these issues from the backend themselves because while they are working with you they as you know are also seeing how things go from a different perspective with diagnostics. A highly skilled rep can see and interpret what appears to be nothing at all and see it for what it really is and get you fixed up. Issues with your drop or something down the street (which is what this sounds like) are not so easily diagnosed this way and almost always will require one or more techs. It's just the nature of the beast.

I ask that you be patient and allow them to go through the required motions and certainly show them the respect they deserve especially since you have been in their position. It's tedius, frustrating and time consuming for the customer, I get that...(just imagine how they feel after 80 of you).

Whatever you do...don't call in and educate them about your alleged technical prowess...because they don't care about what you know, you aren't an expert on HFC systems most likely (and you can't compare it to anything you've ever done unless you've worked in it) so it's pointless and counter productive for you to posture and I gotta be honest with ya....if you get really good rep (one that really really knows his stuff)...you're gonna piss em off and while they are expected to remain professional at all times they are afterall human. When you're on the phone with someone it's easy to forget this. You would never talk to another human like that when you are face to face with them so why do it to someone on the phone?

My point in all this? Simple...now you may not have done any of the above I mentioned (but to some degree I suspect you did) but others do so I'm combining this tidbit of good advice not only for you but others who also think it's cool or funny to give the tech rep on the phone who's trying to help you a hard time...don't do it. They are only there for you, they are trying to help you through a known and proven process and they don't need your ego to get in the way of the process of fixing your internet or anything else for that matter. Your education or technical experience while admirable and impressive is for all intents irrelevant...afterall...if you could fix it yourself you wouldn't be calling now would you.

Now back to your issue. am I mistaken that you have another tech scheduled? If not...do so please...if this issue persists beyong this next tech send me a PM asap.

puterfx6

join:2006-11-13
Orlando, FL

1 edit

Tech showed up from Groupware(?). I started to tell him what had happened the previous week and got about as far as the modem kept going offline starting last Friday. He basically told me that I had to bypass the splitters that BH had put in and run straight to the modem, took a quick reading (the modem was working fine, of course), replaced the Webstar dpc2100r2 modem with a Toshiba PCX2600 and said to call back if I had any more problems. Whole appointment took about 1/2 hour where BH techs averaged about an hour. I hope he knew what he was doing but so far so good.



BHNtechXpert
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said by puterfx6:

Tech showed up from Groupware(?). I started to tell him what had happened the previous week and got about as far as the modem kept going offline starting last Friday. He basically told me that I had to bypass the splitters that BH had put in and run straight to the modem, took a quick reading (the modem was working fine, of course), replaced the Webstar dpc2100r2 modem with a Toshiba PCX2600 and said to call back if I had any more problems. Whole appointment took about 1/2 hour where BH techs averaged about an hour. I hope he knew what he was doing but so far so good.
I think groupware is one of your contractors for the CFL division. Did he actually have a meter to check levels or did he do it through the modem? Personally I like the Toshiba modem better btw. I had one for years and years and it never failed me. PLEASE let me know if the issue persists just send a PM.


SNT
Premium
join:2002-07-17
Satellite Beach, FL

Not quite in Orlando, but I too have similar issues. That last one was this morning.
This has been happening for quite some time now. They are all random times and for random lengths of time. Sometimes the issue resolves itself and sometimes I need to unplug the coax and plug it back in to get it to come back.
Tech support said that I could go a modem from the local office since I own my own. Maybe that will fix it, but reading this thread, it is doubtful. Plus, prior to the few months ago that this started, everything was damn near flawless, so I do not believe it to be my modem.



BHNtechXpert
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said by SNT:

Not quite in Orlando, but I too have similar issues. That last one was this morning.
This has been happening for quite some time now. They are all random times and for random lengths of time. Sometimes the issue resolves itself and sometimes I need to unplug the coax and plug it back in to get it to come back.
Tech support said that I could go a modem from the local office since I own my own. Maybe that will fix it, but reading this thread, it is doubtful. Plus, prior to the few months ago that this started, everything was damn near flawless, so I do not believe it to be my modem.
Hi SNT,

Some things to think about. I almost never suggest a modem swap right out of the gate especially if things have been working fine for some time. Your area is also going through a ton of upgrades right now and well....they can cause problems for the duration of the upgrades when in your area. My suggestion is that if it continues you consider going ahead and requesting a tech BEFORE you swap the modem. Levels need to be checked and they also need to check for noise on your lines. If the issue persists or gets worse please post back and let us know especially if it doesn't improve after the tech visit.


SNT
Premium
join:2002-07-17
Satellite Beach, FL

Thanks for the quick response. Is there a length of time you suggest before requesting a tech? I understand about the effect from upgrades so I do have a fair amount of patience in this matter. Most of the time a quick cycle of the coax fixes it. Occasionally I need to wait for a while, but right now it more of a periodic annoyance.



BHNtechXpert
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1 edit
reply to puterfx6

said by puterfx6:

Thanks for the tip on the cable light out ... it worked.

2nd - I wasn't expecting a promise, just some compassion, I guess vs a take it or leave it attitude.

3rd - 6M DSL - 19.95, ATT modem $75 - $75 rebate, no installation charge.

I used to work tech support for Dell years ago so I know what you mean. Interesting calls!
Somewhere along the line I either misinterpreted your post OR Techspec managed to confuse me with his post but my response might have been less about you than others...thanks Techspec.... I think part of it also was because you were rather detailed about your tech experience....typically when I see that in a post however it also translates into the encounter the person originally had with the rep or a rep somewhere along the line. Let me give you an example....over the years I have talked with many many doctors via the phone and there are two types. (1) The guy/gal who is a doctor but never mentions it and doesn't add the prefix to their title or name and you only find out through the normal course of a conversation (2) The guy/gal that right off the bat tells you they are an xyz doctor and they have xyz degrees and you will address them as DR so'n so. Technically inclined people tend to have the traits of DR #2 in this story and it makes it extremely difficult to work with them in service related encounters. You being a Dell tech at one point in your life should know exactly what I'm talking about.

If I was a bit heavy handed in my response originally please accept my apologies as it's clear that after reading your original post and only then reading Techspecs response I'm feeling a bit conflicted with my post (at least as it applies to you).

I do agree that you should never have been left feeling that take it or leave it attitude from the RR National rep I am relieved that it wasn't a BHN rep that made you feel that way. In either case the experience is uncalled for and your frustration is justified if things happened as you describe.


BHNtechXpert
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reply to SNT

said by SNT:

Thanks for the quick response. Is there a length of time you suggest before requesting a tech? I understand about the effect from upgrades so I do have a fair amount of patience in this matter. Most of the time a quick cycle of the coax fixes it. Occasionally I need to wait for a while, but right now it more of a periodic annoyance.
Lets give it a week if you can stand it. What I don't want is for you to lose patience or it have any significant impact on your experience. If it becomes a real issue get that tech out and lets go from there.

Generally speaking your service should be very reliable consistently. There are those few that have been the exception but contrary to what it might appear in these forums (remember this is a support forum...most of the time you will only see complaints about some type of service here because people want help...people with properly working service are much less likely to post) things generally speaking network wide are very reliable.

I am concerned about the waiting a while statement you made...that just doesn't feel right operationally speaking sooo you might consider just going ahead and getting someone out.

puterfx6

join:2006-11-13
Orlando, FL

2 edits
reply to BHNtechXpert

puterfx6

@rr.com

Re: [Internet] Bright House Orlando problems.

No offense taken ispgeek. After all, we've not spoken face to face so you wouldn't know things like my first computer was a TRS80 that I bought used in the early 90's or that I've got my A+, Network +, Security +, MCSA then MCSE with Security and am now working on my Cisco Certs. None of the reps I've spoken to know that either. It's irrelevant to my issues. What they did know is that I do know my way around computers and networking, that's all. The gal I first talked to from was fine. The BH guy I spoke with on Friday, I think was better but the last BH tech was the one with the take-it-or-leave-it attitude. After speaking with him, I was seriously looking into DSL.

When the Groupware tech pulled up Friday, I was kind of disappointed but remained open to his troubleshooting. He looked at the splitter where the main line came into the house and told me that I would have to change that arrangement and run a line straight to the modem. This is the way BH set it up 4-5 years ago so I had reservations about his suggestion. Then he put his meter on the cable going into the modem for a couple of minutes and said that was going to swap the modem, again reservation but I didn't question him. (What are the chances of 3 modems doing the same thing?) Then he left and the modem has been online since. With the speedtest through tampabay.rr.net, my speedtest to was high 9's down and high 900's up, now it's about the same down with the Toshiba but low 600's up. It's 9:15 am on Saturday and still about the same results, however at this point, I'm just concerned about the connectivity (I'll deal with the speed or throughput later) but so far it's working and typically would have dropped off my now.

By the way, it sounds like you, and a few others here, really have a passion to help people out. Have you ever considered doing training for BH? (if they have a training program, that is). I think you'd be great.



BHNtechXpert
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said by puterfx6:

puterfx6

@rr.com

Re: [Internet] Bright House Orlando problems.

No offense taken ispgeek. After all, we've not spoken face to face so you wouldn't know things like my first computer was a TRS80 that I bought used in the early 90's or that I've got my A+, Network +, Security +, MCSA then MCSE with Security and am now working on my Cisco Certs. None of the reps I've spoken to know that either. It's irrelevant to my issues. What they did know is that I do know my way around computers and networking, that's all. The gal I first talked to from was fine. The BH guy I spoke with on Friday, I think was better but the last BH tech was the one with the take-it-or-leave-it attitude. After speaking with him, I was seriously looking into DSL.

When the Groupware tech pulled up Friday, I was kind of disappointed but remained open to his troubleshooting. He looked at the splitter where the main line came into the house and told me that I would have to change that arrangement and run a line straight to the modem. This is the way BH set it up 4-5 years ago so I had reservations about his suggestion. Then he put his meter on the cable going into the modem for a couple of minutes and said that was going to swap the modem, again reservation but I didn't question him. (What are the chances of 3 modems doing the same thing?) Then he left and the modem has been online since. With the speedtest through tampabay.rr.net, my speedtest to was high 9's down and high 900's up, now it's about the same down with the Toshiba but low 600's up. It's 9:15 am on Saturday and still about the same results, however at this point, I'm just concerned about the connectivity (I'll deal with the speed or throughput later) but so far it's working and typically would have dropped off my now.

By the way, it sounds like you, and a few others here, really have a passion to help people out. Have you ever considered doing training for BH? (if they have a training program, that is). I think you'd be great.
Ooooh we have similar paths and experience but I might have ya beat on the first computer. My first was a COSMAC Elf II Trainer with S-100 bus (I built and coded the graphics and cassette interface controller myself) that I built at age 14 after my dad brought home a PDP-11 development trainer from work.

My second was the TRS-80 model I and of course CoCo when it came out. Shortly thereafter I latched onto an Imsai 8080 with CPM and a year later was blessed with a Cromemco System III (I had friends that worked for Cromemco - Thanks Jeffy!!!) running MPM of course.

I went to high school with the CEO and founder of Altos computers son and daughter and found myself the proud owner of an Altos 8000 (with MPM originally). I couldn't afford the hard drive upgrade but I latched onto a spare Altos expansion chasis and Shugart SA 4008 (29meg original cost $8000) 18" inch platter hard drive and built my own. I got real tired of MPM and managed to befriend the technical support manager of a company called Phase One Systems and was blessed with a copy of OASYS (now called THEOS...oh yes...it's still around) which still is one of the best multi-user OS's out today for application design...but nobody has heard of it because their marketing has always sucked. Of course that led to PASCAL and COBOL (yuk) programming and my first commercial application at 17. I summer worked for Indentix (when they were still in building the size of a mobile home) and Altos on and off.

From there spent several years at Wyse technologies in their Advanced Systems group and moved on to a company called Texel where I was the technical support manager when we still had just 14 people in the company (you now know Texel as Plextor...my how things have changed).

Just about the time Kaypro and Compaq came out with their luggables and everyone was scrambling to develop their own version of the same I was woo'd away from Texel to go work for a company called Actrix Computer as thier technical support manager (big mistake). Great concept and design...freaked out design engineer with severe mental issues that ultimately crippled the company because we were entirely married to him (due to poor management practices)...sad all the way around..."we coulda been a contenda"

Whew...now that was just the first 10 years.....I won't bore you with the rest but suffice it to say it's extensive and inlcudes everything you might expect with a ton of SATV, MATV and then of course cable in the past few years.. When I left the IT environment I held active CNE, MCSE, MCSA certs (never bothered with A+ or Net+ considering my experience is well documented from the past).

Needless to say I come from the generation that actually had to solve problems vss looking them up in a book so I look at troubleshooting from an entirely different perspective.

Now back to your issue. I'm a bit concerned about your upstream as you should be at no less than 85% of your available cap (more like 90+) especially on an on-net test so that bears watching. I would like you to consider calling BHN and informing them of your experience with that Groupware tech. While he works for Groupware he still represents all things BHN when he's working BHN jobs and an attitude like that is unacceptable. It might be time for an attitude adjustment on his part...something such a complaint will generate. Contractors have been known to forget who actually pays the bills from time to time so you would be doing him and BHN a favor by communicating your experience to a member of BHN management.

puterfx6

join:2006-11-13
Orlando, FL

Cobol, Fortran and punch cards … I think that’s when I lost most of my hair. Kaypro II was my first portable (not very) but the 9" screen was fantastic. Got my Comptia through an employer and used that toward MS certs.

Anyway, I ran a couple of speed tests FYI and there is a variation but at least I'm still running. Boggles the mind.

Speedtest.tampabay.rr.com
Download 9370 kbps
Upload 620 kbps

Speedtest.cfl.rr.com
Download 9727 kbps
Upload 619 kbps

»www.ispgeeks.com
Capacity test statistics
------------------------
Download capacity: 9659320 bps
Download packets per second: 1207
Upload capacity: 981568 bps
Upload packets per second: 122
Quality of service: 99 %
Packet size: 1000 Bytes

Speed test statistics
---------------------
Download speed: 9699712 bps
Upload speed: 980808 bps
Download quality of service: 98 %
Upload quality of service: 98 %
Download test type: socket
Upload test type: socket
Maximum TCP delay: 70 ms
Average download pause: 2 ms
Minimum round trip time to server: 26 ms
Average round trip time to server: 27 ms
Estimated download bandwidth: 9699712bps
Route concurrency: 1.0
Download TCP forced idle: 0 %
Maximum route speed: 20164608bps



BHNtechXpert
BHN Staff
Premium,VIP
join:2006-02-16
Saint Petersburg, FL
kudos:148

said by puterfx6:

Cobol, Fortran and punch cards … I think that’s when I lost most of my hair. Kaypro II was my first portable (not very) but the 9" screen was fantastic. Got my Comptia through an employer and used that toward MS certs.

Anyway, I ran a couple of speed tests FYI and there is a variation but at least I'm still running. Boggles the mind.

Speedtest.tampabay.rr.com
Download 9370 kbps
Upload 620 kbps

Speedtest.cfl.rr.com
Download 9727 kbps
Upload 619 kbps

»www.ispgeeks.com
Capacity test statistics
------------------------
Download capacity: 9659320 bps
Download packets per second: 1207
Upload capacity: 981568 bps
Upload packets per second: 122
Quality of service: 99 %
Packet size: 1000 Bytes

Speed test statistics
---------------------
Download speed: 9699712 bps
Upload speed: 980808 bps
Download quality of service: 98 %
Upload quality of service: 98 %
Download test type: socket
Upload test type: socket
Maximum TCP delay: 70 ms
Average download pause: 2 ms
Minimum round trip time to server: 26 ms
Average round trip time to server: 27 ms
Estimated download bandwidth: 9699712bps
Route concurrency: 1.0
Download TCP forced idle: 0 %
Maximum route speed: 20164608bps
I'm glad your ran my tests. Was gonna send you there and forgot to post it before I went off to gather stuffs to make banana nut bread. Can you post back the SID you used for the tests. Oh and btw...if the speed/qos test gave you those results...those are reliable...that's a tough test and it will sniff out anything out of the ordinary.

puterfx6

join:2006-11-13
Orlando, FL

Win 7 Firewall off but still running through router

Capacity test statistics SID puterfx6-TS&C
Speed test statistics SID puterfx6-QoS

Also, through bhntampa

Download Speed: 9719 kbps (1214.9 KB/sec transfer rate)
Upload Speed: 981 kbps (122.6 KB/sec transfer rate)
Latency: 16 ms
Saturday, October 16, 2010 7:11:44 PM

and when you get done, would you email me some banana bread? Haven't had that in a long time.



BHNtechXpert
BHN Staff
Premium,VIP
join:2006-02-16
Saint Petersburg, FL
kudos:148

said by puterfx6:

Win 7 Firewall off but still running through router

Capacity test statistics SID puterfx6-TS&C
Speed test statistics SID puterfx6-QoS

Also, through bhntampa

Download Speed: 9719 kbps (1214.9 KB/sec transfer rate)
Upload Speed: 981 kbps (122.6 KB/sec transfer rate)
Latency: 16 ms
Saturday, October 16, 2010 7:11:44 PM

and when you get done, would you email me some banana bread? Haven't had that in a long time.
The bread is done and yuuuummmy. I'll work on that email request.

If you want to see your test results for the QoS based test...check this out : »174.34.146.20/myspeed/db/report?id=236335

That's a pretty decent test result. Nothing to be ashamed of at all considering your speed tier.


Bleh

@rr.com
reply to Cralb

So for the past 5 days I've had terrible problems with bhn.

Both internet and phone will start randomly going out between 8pm and 7am.

Both connections will drop every 5-10 minutes, and last as long as 10 seconds to a few minutes.

As for any errors, every time I do disconnect the modem gives me a "Loss of RF" error in the log.



BHNtechXpert
BHN Staff
Premium,VIP
join:2006-02-16
Saint Petersburg, FL
kudos:148

said by Bleh :

So for the past 5 days I've had terrible problems with bhn.

Both internet and phone will start randomly going out between 8pm and 7am.

Both connections will drop every 5-10 minutes, and last as long as 10 seconds to a few minutes.

As for any errors, every time I do disconnect the modem gives me a "Loss of RF" error in the log.
So it's safe to assume then that you have called them and requested a tech? If not...why not?


Bleh

@rr.com

I did indeed.

He replaced the modem, amp in the attic, and something out on the pole.

It was working fine until the night, still doing the usual disconnect every minute,three minutes, etc.

I've tried taking the router out of the picture, it isn't the router.