Company Forums » Companies beginning with N » New Wave Communications > Newwave issues in So Illinois

Newwave issues in So Illinois

Have had problems in past with the DNS service provider that New Wave uses. One Question that I have is how are you changing the DNS settings? Are you going into your network connections settings or are you changing it via Command prompt. Do not try and change the DNS settings in a router with a New Wave cable modem... it will cause you more headache than its worth.

And for what its worth that maintenance might also be the problem as well. DOSCIS 3.0 is supposed to be rolling out. And your modem issue/DNS issue might be a result of them trying to roll that network upgrade out.

I was changing DNS in the router (Netgear WNDR3700 w/ DD-WRT). I've never tried to access the modem itself. I think it was after PSN came back online after the hack I was still unable to get online. That could be wrong too. I don't remember the exact details. I just know I was able to get my home network back online within a hour or so after I figured out DNS was my problem. Could have been using OpenDNS too. I think I tried to ping google's 8.8.4.4 with no luck this morning, but couldn't remember 100% if that was the correct address. That's why I'm not sure what my connection issue is.

I am sure it's a Newwave problem vs local issue on my end, mostly due to the timing and had a guy come into the shop I work at with the same issue that started at the same time.

I just re-read your post. Why shouldn't I change DNS in the router? That would fit with my earlier issues, just really didn't connect the dots I guess. Now that I think about it, I think I've recently put in 3rd party DNS on my PS3 when it was failing to do a firmware update, but didn't change anything else on any other devices-2PC's and Android phone, as they were all working.

I ended up contacting Newwave through their twitter feed and they are doing something this morning-I assume rebuilt a configuration file and are going to upload it to my modem. I actually just got a tweet back saying they got a good signal now. Supposedly this was work towards DOCSIS 3.0 deployment and this was the problem.

If you don't mind me asking,
What Modem is in use?
Your own or Theirs ?
Reason I ask is that once they announce DOCSIS 3.0 is live here in Carlinville. Will be requesting a new modem from them. I have their triple-play package w/ gamer upgrade right now and might upgrade the speed package if their upload speed increases

I bought mine. A Motorolla SB6120-about $80 from Newegg. I'm not using phone service, and unless it would lower my bill, won't be. I've just got basic/expanded with I think their lowest tier for internet. It works for what I need, and is actually faster than the business class DSL through work. Some of that may be because fewer devices on the network, but with even one device connected, patch and ISO downloads go a lot quicker at home.

Whatever the twitter tech did didn't fix the problem. I called this morning and the only thing the phone tech did to fix it was send a modem reset. It came back online, but I'm sure it went down 2 minutes later. Of course, I couldn't be home to troubleshoot with them. Tech thinks it's a bad modem. Told her I doubted that just because of the timing of the problems, but if I had too, would get another modem. But the only way they are going to prove to me it's my modem is hook up another, preferably the same modem as mine as I understand there has been issues with the modem getting connected if the signal strength wasn't just right and it works for more than a few minutes.

On top of this, I have to move next week too (not entirely by choice-and short notice), so this could all be for nothing. This is getting a little frustrating.

Troubleshooting in a New Wave territory is never a fun ordeal. But what is missing in this troubleshoot is the fact that New Wave is failing to see that the modem did not fail before their Maintenance. So it falls back on them to actually send a tech out to hook up and verify the signal strength from the tap in the home but before the modem. And you are correct putting another Modem of the same in place to rule out your customer owned modem. Worth the headache? Yes if you plan on staying in the same Area and have New Wave at a new place.

I was able to get a hold of a tech Sunday night and be on the phone with them to troubleshoot. Hold time to get a tech was a little pathetic, probably waited 10 minutes before I got somebody. This tech did say there might be something wrong with the modem. When I got a little defensive and questioned his reasons, he did backtrack a little bit and say there was a signal problem and would need to send somebody out. As much as I'd like to get my service back to where it should be, I really don't want to spend two mornings (ideally) off work to get my service working at my old place, then have to be there again a couple days later to get it installed at the new place less than 5 minutes away. Of course, I'm moving into a house that's been converted to 2 apartments and I've got the place that hasn't had Newwave before-apartment A vs B. So they have to build the address before they can even schedule the tech. If no one calls in an hour, looks like I've got a date with elevator music again.

I've been using my Android phone with the WiFi in AP mode to get online. I'm on Tmobile and only getting Edge speeds, but it's good enough for email and the such.

Edit-corrected typo

Turned out modem needed a firmware update. Apparently the DOCSIS 3.0 modems, in particular the customer owned ones have a tendency to need firmware updates. And this was related to the DOSCIS 3.0 rollout. I think he said all service in the area is now coming out of Taylorville. Keep that in mind if you start to have similar problems.

Color me surprised about it being the modem. Glad it was resolved. And not surprised again that all service is now being routed out of the Taylorville,IL headend. So for you being in Greenville,IL it will go from Taylorville> Litchfield> Greenville. Not unless they laid a another Trunk straight from Taylorville>Greenville.