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moovyguy

join:2004-05-10
Ottawa & PSL

[Cable] Still waiting for cable modem to activate

OK, this is starting to get tedious ....

Got my replacement DCM yesterday .... open an issue in the direct forum: »[Cable] Received replacement cable modem, need to activate

Was told when old modem goes down, put new one in place ...

Old modem goes down this morning ... put new one in ...

Let the TSI folks know ...

But yet here I sit running in to the evening and still no connectivity ...

I was told earlier this afternoon that the modem swap was complete and to power cycle the new modem .... which I did several times ...

Still no address ....

Still not working ...

Still waiting ....
--
.... and the monkey flips the switch.


Teddy Boom
k kudos Received
Premium
join:2007-01-29
Toronto, ON
kudos:22
An important distinction:
If you get no IP address at all, you may be effected by a wider outage, or there may have been a mistake provisioning your modem. If you are still getting a 10.x.x.x address, the modem hasn't been provisioned.

Still not much to do except keep bugging Teksavvy and keep resetting the modem (try resetting to factory defaults too).
--
electronicsguru.ca


moovyguy

join:2004-05-10
Ottawa & PSL
I get a rogers "holding pen" address .... so yeah a 10.x.x.x address

No TSI address .....

Like I said ... TSI said they had it all done earlier today ...

I am resetting the modem every half hour ....

Still getting no where ...

--
.... and the monkey flips the switch.


TSI Marty
Premium
join:2012-11-22
Chatham, ON
kudos:5
As per our discussion just a few moments ago, when I am back in the morning I will check up on the status of your account.

We apologize for the inconvenience.

TSI Martin P


moovyguy

join:2004-05-10
Ottawa & PSL
Hi Martin,

Thanks for the reply ....

But ...

Does this mean that I am going to remain cut off until tomorrow?
--
.... and the monkey flips the switch.


TSI Keith
Premium
join:2012-07-09
kudos:7
I apologize for this delay here. Typically there should not be any downtime in a situation like this, the old modem stops and the new one should be good to go. It looks like there was a mistake on the provisioning of this new modem but I got the needed information from your direct post and am submitting a ticket for you now. This will be resolved ASAP

Thank you,
Keith
--
TSI Keith (E-Services) - TekSavvy Solutions Inc.
Authorized TSI employee ( »TekSavvy FAQ »Official support in the forum )


moovyguy

join:2004-05-10
Ottawa & PSL
Hi Keith,

Will I need to reset the modem again?
--
.... and the monkey flips the switch.


TSI Keith
Premium
join:2012-07-09
kudos:7
I typically would recommend a power cycle from time to time yes.

In regards to your other question for Martin, unfortunately it is unlikely that this will be resolved tonight. With that being said though, we do typically find that provisioning tickets are often actioned quicker than others.

There probably wouldn't be a point in resetting much this evening I'm afraid. I have seen provisioning tickets actioned within hours, but in the evening on the weekend I don't think it likely.

I certainly do not wish to give you a bad answer, but I'd rather be upfront and realistic.

Thank you,
Keith
--
TSI Keith (E-Services) - TekSavvy Solutions Inc.
Authorized TSI employee ( »TekSavvy FAQ »Official support in the forum )


moovyguy

join:2004-05-10
Ottawa & PSL
Hi Keith,

OK, I understand ....

It's unfortunate though that TSI had already received confirmation that it was done, when clearly it had failed .. or had not actually been done at all .....

Thanks
Tony
--
.... and the monkey flips the switch.


TSI Keith
Premium
join:2012-07-09
kudos:7
It looks to be a failure, as this is not a 2 step process on our end. We submit only one ticket to Rogers requesting that the old modem be removed and the new added.

If they would confirm the swap complete without actually doing anything then your old modem would still be online.
--
TSI Keith (E-Services) - TekSavvy Solutions Inc.
Authorized TSI employee ( »TekSavvy FAQ »Official support in the forum )


moovyguy

join:2004-05-10
Ottawa & PSL
9:19am Sunday morning.

Still not provisioned
--
.... and the monkey flips the switch.


TSI Marty
Premium
join:2012-11-22
Chatham, ON
kudos:5
Still working on this, have been all morning. As soon as I have an update I will let you know.

Martin P


moovyguy

join:2004-05-10
Ottawa & PSL
Hi Martin,

Awesome .... thanks again.
--
.... and the monkey flips the switch.


TSI Marty
Premium
join:2012-11-22
Chatham, ON
kudos:5
Just checked again for an update on the ticket, still waiting.

Being this early in the morning still I expect we could receive a reply around lunch.

Ill keep monitoring for updates

Your very welcome, we will do any thing we can do to help.

Martin P


moovyguy

join:2004-05-10
Ottawa & PSL
HI Martin,

Thanks again ....

Unfortunately this was a bad weekend for this ... in hindsight I should have waited till Monday to do the swap ....

Working remotely all weekend ..... thankfully I have a large data plan on my phone ... or I'd be stuck in an empty office building .....

Cheers
--
.... and the monkey flips the switch.


TSI Marty
Premium
join:2012-11-22
Chatham, ON
kudos:5
Not a problem I am happy to assist.

As for being a bad weekend for this mess, this shouldn't have been an issue as modem swaps generally go smoothly so we do apologize for this delay I am watching your account diligently and the moment I receive a response I will update you accordingly.

It is nice that you have a back up, whether be data, or a second connection cause that is definitely better than being stuck in a empty office building.

Thank you again for your patience.

Martin P

and..
reply to moovyguy
)
Just an update,

We still have not received a response, I will continue to monitor the request.

Thank you for your patience,

Martin P

and..
reply to moovyguy
)
Another update,

Still waiting at the moment, once received your account will be updated.

Since I will be out of the office this evening please reply back so a representative that is in can follow up on this request if you havent already been contacted.

Thank you again for your patience.

Martin P


moovyguy

join:2004-05-10
Ottawa & PSL
Hi Martin,

OK thanks for keeping on it.

I just did yet another reset and can confirm that I am still in Rogers "holding tank" ......
--
.... and the monkey flips the switch.


TSI Marty
Premium
join:2012-11-22
Chatham, ON
kudos:5
Not a problem, we thank you for being so patient.

Martin P


moovyguy

join:2004-05-10
Ottawa & PSL
While I do sincerely appreciate the effort being put in by the guys @ TSI .....

This is really getting frustrating having to wait this long for a simple modem provisioning .....
--
.... and the monkey flips the switch.

and..
Still not provisioned .......