Topic 'Re: [TWC] TWC New York Modem Activation' in forum 'Time Warner Internet Services' - dslreports.com

Re: [TWC] TWC New York Modem Activation

Sun, 18 Nov 2012 00:18:22 EDT

nony posted : Here's the direct number to level3 support -

718-670-0977

-nony

Re: [TWC] TWC New York Modem Activation

Mon, 15 Oct 2012 16:40:22 EDT

kilrathi posted : ouch, suprised it worked at all.

Re: [TWC] TWC New York Modem Activation

Mon, 15 Oct 2012 16:20:26 EDT

adrman posted : Just posted this in the Motorola forum as well. I now have it confirmed by TWC that this is due to their provisioning file being incorrect. Evidently, the file that they pushed assumes that the 6141 is one of their wireless router modems. Several people have called in today with the same complaint, so hopefully we'll see a resolution soon.

Re: [TWC] TWC New York Modem Activation

Sun, 14 Oct 2012 17:32:04 EDT

kilrathi posted : Yea I have 6141, I bought it while back because I was sick and tired of having to call T3 to find out what my signals are or of there are errors in the log etc.... cause with 6580 they were blocking access. 6141 works fine and there is no way to password it as far as I know, if TW managed to block it that would suck big time.

Re: [TWC] TWC New York Modem Activation

Sun, 14 Oct 2012 14:51:16 EDT

adrman posted : Yeah, I'm unable to. I just hit the login screen. I didn't even consider the possibility this could be TWC's doing. I'd be pretty upset at them locking me out of my own device if it was.

Re: [TWC] TWC New York Modem Activation

Sun, 14 Oct 2012 14:35:46 EDT

swintec posted :

said by adrman:

said by swintec:

Password for what screens? The 6141 is just a modem and I have not found any areas that need a password.

The web configurator at 192.168.100.1

Oh weird, i can get to all of the screens, status, signal, log, etc. I hope they are not rolling out a change to password this.
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Re: [TWC] TWC New York Modem Activation

Sun, 14 Oct 2012 14:33:08 EDT

adrman posted :

said by swintec:

Password for what screens? The 6141 is just a modem and I have not found any areas that need a password.

The web configurator at 192.168.100.1

Re: [TWC] TWC New York Modem Activation

Sun, 14 Oct 2012 13:59:12 EDT

swintec posted :

said by adrman:

Does anyone know the default password for the 6141? I've tried all the usual suspects and a search yields nothing.

Password for what screens? The 6141 is just a modem and I have not found any areas that need a password.
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Re: [TWC] TWC New York Modem Activation

Sun, 14 Oct 2012 13:57:20 EDT

adrman posted :

said by Thinkdiff:

Does anyone know the default password for the 6141? I've tried all the usual suspects and a search yields nothing.

Re: [TWC] TWC New York Modem Activation

Sun, 14 Oct 2012 13:39:24 EDT

adrman posted :

said by patt2k:

call Level3 Directly next time here is the number.
866-506-0218

Just wanted to say thanks for the phone number. I'm activated. Called 1 time, after 10 minutes on hold, I spoke to an agent who told me to connect the new modem and he'd call my mobile in 10 minutes once it was activated and in the system. After 20 minutes and no sign of life, I called back. After an additional 30 minutes on hold, I was connected to the same agent. "Oh yeah, I wasn't sure on the mac address I wrote down, if it was a 3 or a B." Why he didn't bother to call me back, I have no idea. Anyway, after an additional 20 or 25 minutes on the phone with him, I'm up and running.

Re: [TWC] TWC New York Modem Activation

Thu, 11 Oct 2012 16:11:01 EDT

hchen42 posted :

said by funstraw :

Wow, you would not believe the similarity in our stories. Even my call dropped on the first call just as I was giving my modem model number. But to be fair I was on a cell phone in a very thick building with only two bars. But my call did drop.
I was told between 24 and 48 hours for the provision to happen.
The instructions said it would be quick and easy which it is not. I understand they are busy and have alot of people doing this but even if they didn't waiting two days is not quick and easy.

Sorry to hear that. Hopefully, they'll provision for you pretty quickly.

I just returned my cable modem to TWC. I was 20th on the queue, judging by the equipments the people were carrying, I counted roughly 7 with modems only (not including me). The return was very painless and fast.

Re: [TWC] TWC New York Modem Activation

Thu, 11 Oct 2012 16:08:15 EDT

anon posted : (update)My modem was provisioned about 12-15 hours after I called.

Re: [TWC] TWC New York Modem Activation

Thu, 11 Oct 2012 10:11:58 EDT

anon posted : Wow, you would not believe the similarity in our stories. Even my call dropped on the first call just as I was giving my modem model number. But to be fair I was on a cell phone in a very thick building with only two bars. But my call did drop.
I was told between 24 and 48 hours for the provision to happen.
The instructions said it would be quick and easy which it is not. I understand they are busy and have alot of people doing this but even if they didn't waiting two days is not quick and easy.

Re: [TWC] TWC New York Modem Activation

Tue, 09 Oct 2012 21:34:57 EDT

Thinkdiff posted :

said by Packeteers:

think i figured as much ;)

what about clicking on the "factory default restore" in the firmware before i go to sleep - might that force an update from TWCable? or should i just leave well enough alone.

That likely won't do anything useful.

Like I said, if there's no firmware available from TWC, then there's nothing to update (and no reason to, really). If there is an update available, I assume TWC has the necessary scripts in place to push out the firmware periodically.
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Re: [TWC] TWC New York Modem Activation

Tue, 09 Oct 2012 21:21:56 EDT

Packeteers posted : think i figured as much ;)

what about clicking on the "factory default restore" in the firmware before i go to sleep - might that force an update from TWCable? or should i just leave well enough alone.

Re: [TWC] TWC New York Modem Activation

Tue, 09 Oct 2012 19:42:11 EDT

Thinkdiff posted : Your modem will update only if there's a TWC-approved update available. Just because the latest Motorola puts out is higher than your current version does not mean your current one is outdated for use on the TWC network.

If there are no issues resolved in the newer firmware that pertain to TWC's network, then they may not bother going through the process of certifying it for use and distributing it. "If it ain't broke...".
--
University of Southern California - Fight On!

Re: [TWC] TWC New York Modem Activation

Tue, 09 Oct 2012 17:25:02 EDT

shawnunder7 posted : Level III support is great. Took about 5 min to activate my SBG6580. Thanks for the number!

Re: [TWC] TWC New York Modem Activation

Tue, 09 Oct 2012 00:38:12 EDT

Packeteers posted : a 3 day auction just came up - get it fast; SB6141 only $100 shipped

»www.ebay.com/itm/NEW-Motorola-SB···37059853

Morning Update: sorry, that ebay sold within the hour.
also my own modem software did NOT update overnight.

here's a non-primetime Standard 10/1 service speed test;

but my speed varies widely during prime time to half of this.

Afternoon Update: dropped off modem with no problems other
than the long wait... was told 45min turned into 90min easy,
but i got some shopping done nearby, so it was no big deal.

thus my oddessy endeth... i just hope i don't later regret
having not spent quadruple the money on a docsis3 modem.

Re: [TWC] TWC New York Modem Activation

Mon, 08 Oct 2012 21:52:02 EDT

swintec posted : i think modem firmware is tested in house extensively to make sure it works with the network in all the areas.
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Re: [TWC] TWC New York Modem Activation

Mon, 08 Oct 2012 21:46:00 EDT

Packeteers posted : I asked about pushing software to my modem 3 days ago when i registered my new MAC, and the Tier-3 guy says their system automatically pushes it out as needed - I'm hoping over night or over a weekend... so by the 15th if I don't see an update, I'll call support and annoy them with our concerns. I read other forums that claim TWCable is very conservative with new firmware since they often have problems with such updates and end up having to roll it back. So the latest supported version may vary from cable system to cable system.

Re: [TWC] TWC New York Modem Activation

Mon, 08 Oct 2012 21:45:05 EDT

kilrathi posted : well with that kind of mentality we could still use old software and firmware on a lot of devices, key is if there is new firmware out officially by maker of the modem, too bad there is no way to find out what the changes are or at least I can find out but comcast did roll out this firmware to their customers with 6141.

Re: [TWC] TWC New York Modem Activation

Mon, 08 Oct 2012 21:38:39 EDT

swintec posted :

said by kilrathi:

Same here, hopefully TW sends updated one to users with 6141 sometime, but with their schedule with these things could be a year

Why would they if the current one is not causing issues?
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Re: [TWC] TWC New York Modem Activation

Mon, 08 Oct 2012 21:36:00 EDT

kilrathi posted : Same here, hopefully TW sends updated one to users with 6141 sometime, but with their schedule with these things could be a year

Re: [TWC] TWC New York Modem Activation

Mon, 08 Oct 2012 21:19:30 EDT

Straphanger posted : I noticed my SB6141's firmware is a little out of date too. It's version 1.0.6.3 when the latest seems to be 1.0.6.6.
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Re: [TWC] TWC New York Modem Activation

Mon, 08 Oct 2012 20:06:20 EDT

Packeteers posted : OMG - Amazing new precedent setting news! :o

my leased ubee modem lost ISP at 7:45pm this evening.
as usual i fiddled with it, shutdown, power cycled, etc.
and the ISP would not come back.

could it be one of those typical Monthly outages or...

I hooked up my own $28 factory reconditioned Motorola.
the indicator light sputterred for a minute or two till
I finally got the ISP back on this new MAC added modem.

I did NOT get ANY Call VoiceMail or Email from TWCable.

BTW I was two hours over the 72 hour since ordered call,
but in fairness, that 72 hours was over a holiday weekend.

the new modem is running at 3mb basic internet speed,
but i'll leave it on overnight to self update, and if not i can
always have them adjust it over the phone in the morning.
I'm just glad I have connectivity on my new modem without
having to play a lot of telephone tag while on a MagicJack.

UPDATE: I did in fact get a human voice message after the fact
informing me to change over to my own modem and return the
leased one to my local TWC center as soon as possible.

You received a new 0:26 minutes voicemail message,
on Monday, October 08, 2012 at 07:45:47 PM

Based on reading elsewhere on the web my firmware is outdated;
Software Version: SB5101NU-2.1.7.0-GA-00-388-NOSH
Hardware Version: 1
MIB Version: II
GUI Version: 1.0
So I'll report here when I notice TWCable pushed a newer version,
which should be 2.4.X.X or better (below is for USB PC connection).
»download.cnet.com/Motorola-SURFb···249.html
if you have this modem you can see your current Versions here;
»192.168.100.1/RgHelp.asp

Re: [TWC] TWC New York Modem Activation

Mon, 08 Oct 2012 18:08:17 EDT

hchen42 posted :

said by tonyram57:

Ywho would want the SB6580 since the router function stinks and your own routet would outperform it to run it in bridge mode is a waste.

I've been running SB6580 over the weekend now, (knock on wood), the router is working. I have a trendnet switch, 3 computer, one voip adapter (obi202), 2 phones, 1 ipad, 1 network tv tuner, xbox360, a Sony network TV, ps3, a NAS, a wireless printer connect to it either via LAN or wireless. Of course, they don't all access the router simultaneously. The highest simultaneous usage case I remember was having TV, voip adapter, 1 ipad, 2 computer connections and printer, NAS, switch all accessing at once. I didn't notice much difference than my old one. The wireless signal is weaker than my old router.

Re: [TWC] TWC New York Modem Activation

Mon, 08 Oct 2012 17:23:43 EDT

Packeteers posted : there are still tons of used sb5101u on amazon in the $30's.

the factory reconditioned ones you get from amazon did rise

from $28 i paid on thursday to $38 with NY tax now.

Re: [TWC] TWC New York Modem Activation

Mon, 08 Oct 2012 16:56:55 EDT

Thinkdiff posted :

said by Straphanger:

Didn't someone also say that you could trick RR into provisioning the 6121 by saying it's a 6141?

They can't tell the model number from the MAC address (they could only tell they're both motorola modems if they checked the vendor ID), so they'll most likely register it if you say it's a supported model.

The question is if their configuration server has a generic config file for any DOCSIS3 modem. On some systems, the config files are model-specific. I'm not sure how TWC handles it.
--
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Re: [TWC] TWC New York Modem Activation

Mon, 08 Oct 2012 16:46:52 EDT

Straphanger posted : Didn't someone also say that you could trick RR into provisioning the 6121 by saying it's a 6141?
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Re: [TWC] TWC New York Modem Activation

Mon, 08 Oct 2012 16:29:07 EDT

Thinkdiff posted : Could always pick one up off eBay. They were going for $20-30 when I checked last week.
--
University of Southern California - Fight On!

Re: [TWC] TWC New York Modem Activation

Mon, 08 Oct 2012 15:39:41 EDT

tonyram57 posted : You can't even find the SB5101U on Newegg anymore where I bought it and on Amazon it is over $60 now and it is sold by a third party. They still have plenty of SB121 3.0 modems but TWC does not support it on there list and who would want the SB6580 since the router function stinks and your own routet would outperform it to run it in bridge mode is a waste.

Re: [TWC] TWC New York Modem Activation

Mon, 08 Oct 2012 15:29:10 EDT

Straphanger posted : I went to return my modem today at the Queens Center service center...took about 25 minutes of waiting to get it returned.

I asked the rep if a lot of people have been doing this recently. He said yes but was surprised at the backlash against the modem fee stating that it's not economical to replace a modem in the long term and that most users won't even see the benefits of D3 modems. I tried to talk to him about channel bonding but he seemed a bit perplexed at it and then tried to sell me on wideband service. I declined and that was that. This chapter of my 11 year saga with RR is over.
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Re: [TWC] TWC New York Modem Activation

Mon, 08 Oct 2012 08:53:53 EDT

Packeteers posted : tony, you may want to open a separate troubleshooting thread for that. people here have used the rca425 for years without incident, and yes you can use a docsis3 modem on docsis2 speed rated service. personally i have also had problems with rca425 (modem would drop ISP and have to be power cycled every few days) that the ubee seemed to help stabilize but that could be purely anecdotal since provisioning may have done other things to my line during the modem swap.

i hope the sb5101u i will activate this week is not any worse than the ubee i'll be turning in to avoid monthly fees. even though i didn't clearly know i could get multichannel docsis3 benefits on a docsis2 speed rated line (i though getting docsis3 would simply have saved me the modem upgrade cost should i want to pay for faster speeds in the future), i probably still would have bought the cheap reconditioned modem since the expensive docsis3 one would not have paid for itself by the time FiOS is offered in my building. my reprovisioning wait is already over 48 hours so hopefully today will be the day i'll know my fate.

Re: [TWC] TWC New York Modem Activation

Mon, 08 Oct 2012 08:41:48 EDT

tonyram57 posted : I have Earthlink Standard first having the DCM 425 and then going down there to swap it for the Motorola SBG6580 DOCSIS3 modem for about a week. The short story was that I been and still do sometimes are having problems with my connection. When I had that modem I would sometimes during peak hours get slow uploads. When the tech guy came he swapped that modem said I could not have it for a ugly crappy Arris TM602G Telephone modem even though I don't have the telephone service. I since went back and swapped it for a RCA425. Then I started having dead connections. Modem lights showed normal but the connection would go dead. It was all the work that they were doing in my area.

I then bought the SB5101U which is a DOCSIS2 modem. It works good but Friday at around 6:30PM I had a dead connection the lights showed normal but I could not connect to anything. Called the Tier 3 number and the guy put a monitor on my modem. Saturday at 1:30 AM same thing but Sunday till now it is fine. I know it is not the modem since swapping 6 other ones this is my 7th and it still does it.

What I want to know is since I have Earthlink Standard TWC said that I can't even use a DOCSIS3 modem. Also is the SB5101U a good modem even though it is DOCSIS2? Is it as much better than the RCA425?

Re: [TWC] TWC New York Modem Activation

Mon, 08 Oct 2012 02:44:36 EDT

Thinkdiff posted :

said by Packeteers:

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

Yes. There aren't really DOCSIS2/DOCSIS3 tiers, TWC just labels them that way. You can have any speed tier on a DOCSIS3 modem and still reap the benefits of DOCSIS3.

said by Packeteers:

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.

Opening the modem's internal webpage at »192.168.100.1 will show you all the channels currently bonded and signal levels for each. This interface isn't available on some TWC provided modems, but it is on all the SB6xxx (and earlier) modems.

Whatever you were seeing on the download manager is not showing channel bonding. It may have opened 4 separate connections - that's different. DOCSIS2 does not support multiple channels at the same time.
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Re: [TWC] TWC New York Modem Activation

Mon, 08 Oct 2012 01:14:17 EDT

Packeteers posted : 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.

Re: [TWC] TWC New York Modem Activation

Sun, 07 Oct 2012 19:49:01 EDT

Straphanger posted : 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.
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Re: [TWC] TWC New York Modem Activation

Sat, 06 Oct 2012 21:15:21 EDT

hchen42 posted :

said by Straphanger:

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.

When I called to activate on Wednesday, the provision/tier 3 guy said to wait until Monday. Of course, mine was activated within 24 hours. My suspicion is they are inundated with activations. Amazon.com price of this model has jumped from $117.99 last week to $139.99 right now (retail version, brown box version price remains the same). My guess there are many people ordering this product right now.

Good luck though.

Re: [TWC] TWC New York Modem Activation

Sat, 06 Oct 2012 20:15:25 EDT

Lenard posted : TWC down here in Raleigh NC, it took me 15 minutes counting time on hold and it was done.

Re: [TWC] TWC New York Modem Activation

Sat, 06 Oct 2012 17:53:18 EDT

Straphanger posted : 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.
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Re: [TWC] TWC New York Modem Activation

Sat, 06 Oct 2012 17:47:56 EDT

djdanska posted :

said by Straphanger:

Still haven't been provisioned yet after 48 hours. I wonder if weekends count in TWC land.

I feel for you! Even what i consider the worst cable company out there, mediacom, i had my owned modem running in less than 5 minutes!

It's almost like they do this on purpose to discourage people from owning their own. That isn't right.
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Re: [TWC] TWC New York Modem Activation

Sat, 06 Oct 2012 17:43:07 EDT

Straphanger posted : Still haven't been provisioned yet after 48 hours. I wonder if weekends count in TWC land.
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Re: [TWC] TWC New York Modem Activation

Sat, 06 Oct 2012 08:30:29 EDT

Fleeced posted : 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.

Re: [TWC] TWC New York Modem Activation

Sat, 06 Oct 2012 02:45:39 EDT

patt2k posted :

said by Straphanger:

Called the number just now and didn't have to wait. They just took down my modem model and the MAC address. Told me it would take up to 72 hours...wait for a call back or for my modem to stop working. Took all of 4 minutes to go through it. Hopefully they can provision the new modem sooner rather than later.

glad I could help! calling Tier 1 or even 2 is usually not a good experiance.

said by hchen42:

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.

Another happy person glad I could help :) I've been through this like 2 years back

Re: [TWC] TWC New York Modem Activation

Fri, 05 Oct 2012 22:29:53 EDT

OSUGoose posted : 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.

Re: [TWC] TWC New York Modem Activation

Fri, 05 Oct 2012 20:05:59 EDT

Straphanger posted : 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.
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Re: [TWC] TWC New York Modem Activation

Fri, 05 Oct 2012 18:30:26 EDT

Packeteers posted : 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.

Re: [TWC] TWC New York Modem Activation

Fri, 05 Oct 2012 17:35:55 EDT

djdanska posted :

said by hchen42:

and knowing time warner, they would have charged you for missing the appointment! LoL
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Re: [TWC] TWC New York Modem Activation

Fri, 05 Oct 2012 17:27:51 EDT

hchen42 posted : 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.

Re: [TWC] TWC New York Modem Activation

Fri, 05 Oct 2012 12:20:05 EDT

Packeteers posted : 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.