US Cable Support > Time Warner Internet Services > [TWC] TWC New York Modem Activation

reply to hchen42

Re: [TWC] TWC New York Modem Activation

reply to hchen42
I connected my SB6141 just to check if I could see what the status page says and I can't get into 192.168.100.1. Browsers just hang on it. All the status lights come up on the modem but the internet light flashes and it goes through the whole connection process again every 30 seconds or so.
--
Please use all available doors...you have 33 to choose from.

You may need to set a static IP in the 192.168.100.x network on whichever device is connected to the modem so your request can be routed properly. Some old SB modems had a built in DHCP server that would kick in when there was no Internet connection, but I'm not sure if the new ones have that.
--
University of Southern California - Fight On!

reply to Packeteers

hchen - your elaboration was VERY helpful to me, thanks.

UPDATE and Clarifications:

I got my factory reconditioned SB5101U thanks to Amazon, and called into that 866 number to save me on prompts and teir-1 idiots. i got a human within 2 minutes who immediately knew what i wanted and what to do. after giving him the HFC MAC and my account number he entered it to be added to my account within the next 72 hours.

he said I would get a call once both my old and new modem was on the account. then during that call or during a call back i could give them the final permission to switch me over, and the actual change over takes minutes. he also said once the modem is active on TWC's system they will eventually automatically push out any new firmware updates it may lack. I hope this helps others in the same boat.

this is perfect for me stuck on VoIP as I can tell the changeover guy later if he does not see activity after 10 minutes to switch my MAC back so we can talk on the phone about it later, and if he does see activity I should be able to then call him back and say all is well and thank you.

Cool! Yeah, I really wished I have the 866 numbers beforehand. It would have saved me an hour of my life.

Just some more info... I logged into my account today and noticed a service appointment was scheduled on monday. I called and only to find out the "provision" lady scheduled the appointment to pick up the modem. I told TWC to cancel since I was going to drop off the modem. If I didn't log in, the TWC technician would have wasted a trip as I wouldn't be at my apt.

they scheduled a premise visit - how totally retarded.
the issue didn't come up when i called, i just assumed
they won't stop charging me $4 till I drop off their box.
I'll be sure to remind them of my drop off when they call
once the new modem's MAC is available for my account.

It is a bit dumb to automatically schedule someone for an appointment and not telling them about it...just for a modem pick up. I wouldn't mind it though...maybe I could force them to diagnose my wildly fluctuating signal levels.

Over 24 hours now and still no provision. Lets see if TWC even gets to me by tomorrow.
--
Please use all available doors...you have 33 to choose from.

reply to hchen42
I would of asked for a supervisor once he said about "adding it to their inventory". Why are you adding a modem I purchased to YOUR inventory? Is ICOMS realy that screwed up by you that this is the way you have to do it, which is where you will allways get a "it wouldent be this hard if you just use ours" statement from them when you complain.

reply to Straphanger

reply to OSUGoose
TWC doesn't "add it to inventory" they put the MAC on the account so that our system can provision the account information correctly. If the system doesn't know where to send the information.

Someone simply misspoke.

reply to hchen42
Still haven't been provisioned yet after 48 hours. I wonder if weekends count in TWC land.
--
Please use all available doors...you have 33 to choose from.

I hope they get to me soon because I just want to get rid of this crappy refurb DCM425 before the 10/15 deadline so I don't get charged. It has given me nothing but headaches for the past couple months.

I'll try to call up Level 3 again tomorrow evening and tell them the 72 hour clock has passed and see what they have to offer.
--
Please use all available doors...you have 33 to choose from.

reply to djdanska
TWC down here in Raleigh NC, it took me 15 minutes counting time on hold and it was done.

reply to Straphanger

Finally activated me around 3PM today, about 68 hours into the 72 hour clock. They sure do drag their feet with provisioning.

Now I have 6 bonded downstream channels and 4 bonded upstream channels...way better than the 1 down/1 up I was getting with the dinky RCA modem. Hopefully this will mean more stable service. If one channel craps out, it can fall back on other channels that still have good signal levels. Speeds are in-line with my expectations for the Turbo tier...19.8 down/1.9 up.
--
Please use all available doors...you have 33 to choose from.

so using a docsis3 modem gives you more bonded channels even if you are paying for a docsis2 speed service?

how did you even detect how many up/down channels they bonded to you? while using a download manager i once noticed i had 4 download channels into my docsis2 modem on standard 10/1 service, but i didn't think those had anything to do with my ISP service.