dbenoy
join:2012-01-27
Kitchener, ON | New customer - Modem Syncs up/down but does not acquire DHCP [This is a copy-paste of a post I put on the Acanac forums. Located here: »community.acanac.com/acanac/view···&t=21193 After the copy-paste, I'm going to add some complaining that I would be afraid to put on their official forum for fear of the post getting deleted]
Hi. I'm a new customer, and I'm having some trouble getting online. Here's a timeline for background:
4+ years ago: had rogers, then switched to Bell
1 year ago: Switched back to rogers, and got a new modem
Jan 17: Rogers scheduled to go offline this day, scheduled with Acanac for an activation on the 18th. Gave back my modem to rogers.
Jan 18: Sync cut out entirely. Pulled out my modem. It's 4 years old but it's known to have been working the last time I used it. Modem reported no upstream, no downstream.
Today, Jan 26: Rogers finally comes out and fixes the line, but now I have a new problem:
My Motorola SB5100 modem acquires sync with the following stats, gleaned from the modem's web interface:
Downstream Frequency: Cycles, and seems to like to lock in at 609000000 Hz Locked
Downstream Signal/Noise Ratio: (varies) 39 dB
Downstream Power Level: (varies) -3 dB
Upstream Channel ID: 3
Frequency: 31296000 Hz Ranged
Power Level 38 dBmV
Also the modem interface shows me:
'Acquire Downstream Channel' succeeds
'Obtain Upstream Parameters' succeeds
and once it attempts 'Establish IP Connectivity with DHCP' it starts all over again at step 1.
This appears in the logs:
"DHCP FAILED - Discover sent, no offer recieved"
Modem lights:
Recv blinks slow
Recv blinks fast
Recv solid, Send blinks
Recv solid, Send solid, Online blinking
Starts over from the beginning.
It appears that my modem is not properly registered on the cable network (i.e. it's not successfully reaching DHCP either because Rogers is not routing it to Acanac properly, or else Acanac is not responding properly)
Can anyone with experience with cable tell me if this is the case? I would like to know, if my modem is unregistered, would it fail to get DHCP (FYI to anyone who wants to answer prematurely, this is the modem trying to get DHCP on the cable network, not my computer trying to get DHCP from the internet)
It's possible if there's a registration problem, it should be getting past the DHCP stage, but failing in the TFTP stage, in which case I think the online light would go solid, I just wouldn't get internet. It would be nice to hear back from Acanac exactly what I should expect if my modem is working or not.
Tech support tells me:
If my online light doesn't go solid, I have to either call rogers out to inspect my line (They did. Today. The line is fine, they showed me their signal tester. Also my modem is telling me the line is fine too), or else replace my modem. They would not let me escalate to their cable team.
Interestingly enough, one time I called in, while the line was completely down, someone actually said they were going to remotely investigate the problem in the cable system (!!!), it turned out they couldn't see my modem at all (Which in retrospect makes sense. The rogers tech told me the cable was disconnected inside the cable box. Probably the result of a disconnect order when I quit rogers internet.) so apparently at least one of the techs at Acanac has access to a tool which can query cable modems through the cable network, however, try and try as I might to get that level of tech support service, I can't. I'm told there are two choices for me. Another line check, or a new modem. Period.
If anyone has any insights in how to get them to investigate the cable network again, please tell me! |
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dbenoy
join:2012-01-27
Kitchener, ON | Ah! Interesting! Not only is my modem failing to get offers for DHCP, it's actually getting DHCP RESPONSES Look at this line from my logs:
"DHCP WARNING - Non-critical field invalid in response"
My modem IS communicating with some DHCP server, and the DHCP server is explicitly rejecting it (by sending a response that is not a DHCPOFFER)! I'm going to call Acanac again and tell them that my modem is working. |
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 tmpchaosRequiescat in pacePremium,Mod
join:2000-04-28
Hoboken, NJ | I get those in my logs from time to time, but it doesn't affect anything. I'm of course not on a canadian ISP. |
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dbenoy
join:2012-01-27
Kitchener, ON | reply to dbenoy
Argh ACANAC SUCKS This was one of my most recent tech support experiences on this issue (This is before I checked the logs and confirmed that the modem is working, but it's not getting offered DHCP)
Me: Hi. A rogers tech just came to fix my line. I was activated on the 18th but he just came by today and reconnected it. He told me it was physically disconnected, so rogers probably got confused when I switched away from them and cut my line.
The online light never goes solid, but the recieve and send lights do, so it's getting farther in the sync process than before. It keeps resetting sync though, so I think there may be a problem with the activation.
Agent: Okay you'll need to open a ticket with rogers, but we can't do that until 24 hours after activation.
Me: Activation was on the 18th. All this guy did was show up and screw the cable back in, inside their demarc.
Agent: Oh, then we'll have to replace the modem.
Me: Why? Aren't you going to open a ticket with your cable team or something?
Agent: I can't do that. If your modem online light doesn't go solid you have to replace the modem.
Me: [Here I explain to the agent that online light not going solid on a CABLE modem does not mean it's unable to sync. I would later turn out to be correct when I looked at the modem logs. It syncs fine, and fails to get its configuration.]
Agent: Sorry all I can do is either replace the modem, or send back a rogers tech like the one who just came by, checked the signal, and left. So that wouldn't be very useful so you will have to replace your modem now.
Me: This is my own modem, and I'm not convinced it's broken. (Once again, I would later confirm it's not broken) so I'd rather not just go purchasing a new modem without cause.
Agent: [Tries to convince me it's broken, I have to sigh.. a less technically savvy user would have believed this agent's shit.]
Me: Listen, can't you just escalate this to your cable team?
Agent: No. I can't do that. I can only do certain things.
Me: Don't you have ANY method? Can't you ask the people around you?
Agent: [Goes silent for a long time, then finally says] Okay I asked and nobody suggested anything. They say if the customer has a broken modem and doesn't want a ticket with Rogers there's nothing I can do. [Facepalm. He went around asking his coworkers what he should do in the case of a user who refuses to admit his modem is broken, rather than asking what I wanted 'How do you escalate a cable issue'?]
[Here I argue with the agent for an hour or two, before finally giving up and deciding to log into the modem to determine whether it's a modem issue, or if it's their side. I determine with certainty that my line is good, my modem is good, and I'm getting bidirectional communication, and it's simply rejecting me. This guy was trying to blow smoke up my ass to save himself the hassle of dealing with cable support] |
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dbenoy
join:2012-01-27
Kitchener, ON | reply to tmpchaos
Re: New customer - Modem Syncs up/down but does not acquire DHCP Yes. That's a line you fully expect and it's harmless. However, it demonstrates that my modem is able to recieve data from the network, and it's able to send.
The modem works, and it's either Rogers or Acanac blocking it. |
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dbenoy
join:2012-01-27
Kitchener, ON | reply to dbenoy
My most recent experience with Acanac tech support was a total brush off. I couldn't convince him to escalate to his cable team, instead he was wrapped up in his theory that I have to wait 24 hours because this should count as a new activation. |
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dbenoy
join:2012-01-27
Kitchener, ON | reply to dbenoy
Bloody tired of being ignored. I've also opened a ticket online, and responded to some of their tickets which were CCed to me, and they're more than 3 days old now without a single response. |
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 LynnPremium
join:2011-08-11
Trenton, ON
kudos:5
2 edits | Can you send me the ticket number so I can have a look and see what is going on? Just a thought but sounds like Rogers has not registered the 3rd party MAC address. |
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dbenoy
join:2012-01-27
Kitchener, ON | Hm, in the time since I posted that, I got a couple replies. These tickets replied to me:
SZA-90597
MWY-98333
Although this one (same issue as the other two) hasn't even gotten a 'thank you, we recieved your message, another department is looking into it' message. It hasn't ever been replied to at all since I opened it 24 Jan]
MWY-98333 |
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LynnPremium
join:2011-08-11
Trenton, ON
kudos:5 | Sending you a pm here |
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| reply to dbenoy
Re: New customer - Modem Syncs up/down but does not acquire DHCP Oh my God dbenoy! What you are experiencing now is the worse fear I had before signing up to Acanac Cable - If things does not work, it's pretty much a done deal. Absolutely no support on their end to get things working.. I really hope you are able to get a hold of an actual tech support that knows what he's talking about and not someone hired off the streets. I live in Kitchener too.
I think the only helpful person for Acanac is Lynn.. But there is only so much she can do.
Really hope you get the cable working...  |
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LynnPremium
join:2011-08-11
Trenton, ON
kudos:5 Reviews:
 ·Cogeco Cable
| reply to dbenoy
Re: Bloody tired of being ignored. I checked your tickets and I see the last reply you made to them was on the 27th at 5:04 pm which was Friday night. I also see now that Glenna from cable support has sent in a provisioning ticket to Rogers. Now, I am not sure if Rogers works weekends or not but if they don't they will just be getting that ticket today when they open up. I will keep checking the tickets and your account for updates for you. |
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dbenoy
join:2012-01-27
Kitchener, ON | reply to dbenoy
Re: New customer - Modem Syncs up/down but does not acquire DHCP Lovely. Got some news today. Rogers is responding to the ticket about their provisioning problem by sending ANOTHER technician to my HOUSE.
This is what this bureaucratic CRTC bullshit has gotten us.
I've managed CMTS gear before, because I worked at a small local cable carrier (Like Rogers only out in the country). I've diagnosed and fixed problems exactly like this from the other end.
I know nobody needs to go to my house, but it's impossible to have the technical details traverse several layers of officious and disinterested technicians and get where it needs to go, and it gets turned back into a 'customer sees blinking lights!' issue and I get locked in the tide of a swirling toilet.
I give up. I'm going to take the advice of the first asshole technician who wanted me to replace my modem. It's about time I upgraded to DOCSIS 3.0 anyway. |
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LynnPremium
join:2011-08-11
Trenton, ON
kudos:5 | They are sending a tec out instead of provisioning? |
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dbenoy
join:2012-01-27
Kitchener, ON | Yep, seems that way. They're too lazy, it seems, to ascertain the difference between a service call and a provisioning problem.
However, they aren't going to do that anymore. I called in, cancelled the Rogers ticket, and requested a new modem instead.
God help me if this new modem doesn't get activated in a timely manner. I'm going to weep. I need my internet!! |
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| reply to dbenoy
@dbenoy: I feel your pain... Nothing more grinds your gears when you know what the issue is and the "tech support" doesn't have a clue - and they are unwilling to escalate to someone that does... |
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dbenoy
join:2012-01-27
Kitchener, ON | @shockwave007 Yeah no kidding, and then it's even worse in this situation because, once I convinced Acanac that I knew what I was talking about, they then had to convince Rogers on my behalf.
I'm doomed by the extra layer, because they can't just transfer me or forward my e-mail to the appropriate people. It has to go through yet another first level response team. A response team that makes Acanac's service look like a five star celebrity suite. |
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| reply to dbenoy
@dbenoy: LOL! "A response team that makes Acanac's service look like a five star celebrity suite." that quote alone is PRO...
Where abouts in Kitchener are you from? |
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dbenoy
join:2012-01-27
Kitchener, ON | Near Victoria and Fischer-Hallman |
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| reply to dbenoy
I'm right on Victoria St. S...
Ordered 24Mbps profile and not even getting close to that speed.. Max is 12Mbps.. Which leads me to believe I'm placed on the wrong profile but goodluck getting that changed and talking to the tech support, as you have experienced first hand... |
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