US Cable Support > W.O.W. > new Docsis 3.0 install, web page loads 'pausey'

new Docsis 3.0 install, web page loads 'pausey'

p.s. i am also in the SE Michigan area - noticed a few other threads about issues here.

reply to Christobon
Were you using the modem in Bridged mode when you had your router hooked up to it? This sounds like a possible issue with double NAT on your network. Having two devices running NAT can cause strange issues, or cause your internet connection to fail completely. You say you tested off the modem directly, but did you unhook your router and reboot the modem first, before attempting to use the connection?
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Dan Della Terza
WOW! Internet, Cable & Phone
Network Operations Center

Hi Dan,

I just checked it out, and you're spot on - pages are loading much faster with the router unhooked.

Can you walk me through getting the modem into bridged mode? I'm a novice when it comes to configuring a network (though have managed to set up a few routers myself without problems). The installer claimed he wasn't allowed to give me the password to log into the modem directly, either. Can the router be set to bridged mode instead perhaps?

Thanks for your time, and i hope with your guidance this problem can be fixed before 2012

I wouldn't be able to tell you the password to get into it without your account information. I can also make the change myself with the account info. If you can send me your account number or phone number on your account, I can get this corrected for you.

Sounds good to me Dan - i've just created this account, you should be getting a private message from me in a minute.

Thanks for your help with this, i've been worried that i would have to buy my own modem to go with my new router (and frankly, Christmas has been brutal to my wallet this year).

You have the latest Asus firmware installed for this router right? 1.0.1.7f I believe.

I did update the firmware... i think it was the problem Dan described. Switched to bridge mode now, haven't rebooted things to see how performance is now (and may not be able to til next year) but here's hoping that was it!

Okay, well that didn't fix my problem. I'm also getting very low quality streaming from netflix to my xbox 360, even dropping the connection completely a few times. Remember - the main reason i need to use my own router is to access my media library, and this router does work - it worked perfectly with the previous 15/2 service and modem WOW had rented to me.

I've double checked to make sure my router didn't fry or something in the past day or two, as i have been stressing it and doing a lot of 100+ gb transfers to 2 separate media servers connected to it via usb, as well as to our two computers and streaming to televisions. I did this by heading over to my neighbor's house with my router and was able to hang there for a good two hours, and it does work with his WOW 15/2 setup just perfectly too... which to me still points to WOW's docsis 3.0 modem (perhaps not cooperating with the other router) still as the source of the problem.

It kind of angers me that this wasn't resolved during the install, the tech didn't do much to see how things were even running besides load a web page once. Wasn't here for more than a half hour total and did the main checks ON MY SMARTPHONE even though i suggested heading to my desktop to see what was working too.

Thanks for the attempt anyway Dan, I'll probably call tech support Monday. Any other ideas? Maybe i'll have to get my own modem...

Yeah same issues you describe over in my thread. cant play xbox at all and netflix is not do so well, web browsing hangs often,etc. I actually purchased my own modem (SB 6121) but the problem is happening still. Im waiting on a replacement router but i fear its something on WOWs end that they are not catching.

Question. Did this issue start getting really bad within the past 7 days?

Hey Matt,

yes, but my install just happened 3 days ago.

reply to phylumsinter
EDIT: mistake/double post.

reply to Christobon
Are you guys using WOW or 3rd party dns servers (such as OpenDNS or Google)?

I am using Wow's servers.

For the time being, i've gone back into the modem, turned the bridge mode back off and plugged my router back in. This at least allows the house to access our media servers and the internet with some regularity, and streaming quality is much higher, albeit at the expense of response lag for everything that needs to load. Netflix streaming takes about 15 seconds, while it took about 5 on average with the previous modem with this same router.

I've noticed that my router has NAT passthrough settings, with PPTP Passthrough enabled. The other two options on this page are L2TP Passthrough and IPSec Passthrough (both currently disabled). Could this what i would want to work with to improve response?

I'm still not satisfied with this quality of service for the money, but at least i haven't been stuck with completely useless internet for the moment.

Im using Open DNS

reply to Christobon
and now this has shown up too:

»oi41.tinypic.com/157f878.jpg

I realize this is a message from my router. The router was configured automatically - is there something special that wouldn't be detected with this modem?

To double check my Asus RT-N56U's (router's) functionality, i went to my neighbors house and used it with her 15/2 service from WOW! - the router is brand new from Christmas, and is used specifically for media sharing through its' two usb ports. I had no problem connecting to netflix through her Wii, streaming, downloading and uploading to a pc, or sharing music just as i was able to here with my older modem. I was able to spend a good two hours reloading pages and doing every kind of stress test i could think of to see whether i could replicate the issue. I was not able to.

So that's where i stand now, hoping someone can help me sort this out. As far as i can tell, the problem is most likely to do with a setting between the modem and router.

To recap:

-Original issue was a lag between clicking things while surfing and getting a response. Delay of 3-10 seconds was usual since Docsis 3.0 modem was installed on 12/29.

-Modem is an Arris dg950a, provided by Wow.

-Network path is from modem to router, via ethernet cable, then wired connections from router to xbox 360, ps3, Onlive console, and PC (through powerline LAN, if i plug it in to modem directly the connection seems better but still hangs occasionally - as much as anything else connected either wirelessly or wired to this modem).

-Modem was not set to bridged, was switched by WOW_Dan on his recommendation. After doing so, the error posted in the image above becomes frequent on PC, connection drops and timeouts increase, netflix streaming quality drops significantly and takes longer to hold HD signal. Can still browse with same 3-10 sec. delay between clicks and network response.

I can provide images of any of the router setup screens for anyone able to help. Hope this can be fixed - the speed is nice but these errors won't do.

Maybe buying my own modem might help? The modem seems to be a common factor in people having issues with their service...

reply to phylumsinter
I am getting disconnected occasionally too, in a game i play online. This is bumming me out.

After it was set to bridged mode, was everything (modem, router, devices) rebooted? If you had problems after it was set to bridged, did you attempt it again once you reset it back to NAT? I haven't seen any real issues with bridged mode on these modems, in fact it tends to make the modem work better.

I have the Wowway Docsis 3.0 modem and router combo. I have experienced all of the listed trouble and I am using the WOW rental modem router. So there is no possibility that my equipment is causing the problem. I have spent numerous hours on phone with wow fixing the settings on the router via their end (cause I don't have access of course). Fixed all of the NAT issues, port issues and anything else to assure the connection to Xbox live is proper and yet I still have issues. It started as intermittent outages then I got a replacement 3.0 modem router provided by wow and still have issues. I have the 30/3 service and am just completely disgusted. Sounds like all of S/E Michigan is having problems with the docsis 3.0 service for gaming or netflix or computer or other issues.

Wow_dan: can you make contact with wow corporate engineers and tell them that there is a serious issue occurring. As time goes on there will be more and more complaints and issues.

I may have to lower my service speeds to get rid of the docsis 3.0