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« Dane Strikes Out?Uh Ohhh..... »
This is a sub-selection from Be Realistic

rradina

join:2000-08-08
Chesterfield, MO
reply to Morac

Re: Be Realistic

Agreed. Whenever I've had a problem, it has never been the modem. Only once has it been a premises issue. To fix that, they swapped out the pedestal tap from a 2-way to a 4-way and removed an improper splitter between me and one of my neighbors. They also ran a new drop. Problem solved.


adam1991

join:2012-06-16
Columbus, OH
Reviews:
·WOW Internet and..

said by rradina:

Agreed. Whenever I've had a problem, it has never been the modem.

I have to say, one time I had a problem and it was the modem. Fortunately, it was the cableco-owned modem.

But this is a funny story. I dealt with ultra-slow upload speeds for three or more weeks. I kept calling, and they kept sending someone out. WOW's strategy is to start with the customer site and move backward into WOW's physical plant, one step at a time.

Each time they came out they replaced the cable modem, regardless. They also started rewiring and replacing connectors and whatnot. Finally one guy, before he re-wired my entire house and backyard to the tap, just made a hugely long wire and connected it straight from the tap to the cable modem--no change. Aha.

So they went straight to rewiring along the pole, changing out taps, etc. Over three weeks they chased this problem, each time with a new cable modem "just because," and nothing---

--until one tech happened to get the one guy at the NOC who had the bright idea to reflash the cable modem with the current setup, "just because".

Voila. That was it.

Yes, after multiple cable modems, that's all it took. I asked: how could it be that every cable modem that you brought was out of date/compliance with the current setup? There's no real good answer to that.

All's well that ends well, but three weeks and thousands of dollars could have been spared had someone thought up front simply to re-flash the damn hardware. So in the end, it wasn't *really* a modem issue after all, not in the way that people would think.

And had I had my own cable modem installed, the problem never would have come about.

balur

join:2010-04-28
kudos:1
reply to rradina

Working in DSL support.

90% of problems are caused by the modems, either them going back or a configuration problem, and mailing a modem is much easier then rolling a truck.

So it is usually the first go to for support.


rradina

join:2000-08-08
Chesterfield, MO
reply to adam1991

Are you sure they flashed it? Something smells really fishy if every cable modem they tried had problematic firmware.

I know this sounds unfriendly but I don't trust anyone. After having worked in IT for 25 years, far too often folks troubleshoot by changing more than one thing at a time. Once it's fixed, they don't have a clue as to which change actually fixed the problem.



Simba7
I Void Warranties

join:2003-03-24
Billings, MT
reply to balur

said by balur:

Working in DSL support.

The only issue I had with DSL is with CenturyLink. I had a Cisco 678 from 5 years ago (when we had Qwest).

The tech support is from India (yes, they forgot to hang up and I heard the conversation between the co-workers). Not to mention, they didn't know the difference between PPPoA and PPPoE.. which is a massive FAIL to me. I even told them I was an advanced user.

Needless to say, I found out they converted from PPPoA to PPPoE, rendering my little Cisco 678 useless as a router. It still works fine as a terminal with my main router connecting using PPPoE.

I did switch to an Actiontec M1000 using PPPoE. It works decent and it supports a few newer technologies. I still keep my Cisco for backup purposes in case the Actiontec dies.
--
Bresnan 30M/5M | CenturyLink 5M/896K
MyWS[PnmIIX3@3.3G,8G RAM,500G+1.5T+2T HDDs,Win7]
WifeWS[A64@2G,2G RAM,120G HDD,Win7]
Router[2xP3@1G,2G RAM,18G HDD,Allied Telesyn AT2560FX,2xDigital DE504,Sun X1034A,2xSun X4444A,SMC 8432BTA,Gentoo]

balur

join:2010-04-28
kudos:1

said by Simba7:

I even told them I was an advanced user.

Just a tip when dealing with support, NEVER do this. 99% of people who tell us how much they know, know very little about relevent info. When you tell a support person that you know a lot or that you have qualifications they sigh and think "Ugh its going to be one of those calls" as most those calls are negative and the callers are obstructionist.

Work with support, give them nudges if you think they are on the wrong track, if they are competent they will realize that you are too, if they aren't then they probably aren't going to leave there flowcharts anyways.


Simba7
I Void Warranties

join:2003-03-24
Billings, MT

said by balur:

said by Simba7:

I even told them I was an advanced user.

Just a tip when dealing with support, NEVER do this. 99% of people who tell us how much they know, know very little about relevent info.

Depends. If you tell them you're an advanced user, they'll usually switch to a Tier2 or Tier3 instead of wasting their time with confusing technical jargon that they'll never understand.
--
Bresnan 30M/5M | CenturyLink 5M/896K
MyWS[PnmIIX3@3.3G,8G RAM,500G+1.5T+2T HDDs,Win7]
WifeWS[A64@2G,2G RAM,120G HDD,Win7]
Router[2xP3@1G,2G RAM,18G HDD,Allied Telesyn AT2560FX,2xDigital DE504,Sun X1034A,2xSun X4444A,SMC 8432BTA,Gentoo]