Time Warner Cable - Legacy → New Zoom modem not connecting

Hi everybody,

I gave them the correct mac address to my new Zoom 5341-J and still not responding. Here the logs:

Startup Procedure

Procedure Status Comment

Acquire Downstream Channel 585000000 Hz Locked
Connectivity State In Progress Access Denied
Boot State In Progress Waiting for DHCP Offer
Configuration File OK
Security Disabled Disabled

Downstream Bonded Channels

Channel Lock Status Modulation Channel ID Frequency Power SNRCorrectables

Uncorrectables

1 Locked QAM256 6 585000000 Hz 2.4 dBmV 36.2 dBmV 407 394
2 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dBmV 0 0
3 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dBmV 0 0
4 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dBmV 0 0
5 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dBmV 0 0
6 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dBmV 0 0
7 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dBmV 0 0
8 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dBmV 0 0

Total Correctables

Total Uncorrectables

407 394

Upstream Bonded Channels

Channel

Lock Status

US Channel Type

Channel ID

Symbol Rate

Frequency

Power

1 Locked ATDMA 12 5120 Ksym/sec 37000000 Hz 57.0 dBmV
2 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
3 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
4 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV

Any suggestions,

Thank you Andy

Call back and deal with them again "Access Denied" means it's not provisioned on your account .. does your previous modem still work (that's a good indication they didn't make the swap on the account).

Also is this a new install? or just changing modems? Your upstream power levels seem a little higher than spec.

If you're trying to do a self install, power cycle the modem, wait for it to lock on, than if you are using windows go to Start -> Run -> type cmd & hit enter ( windows XP ), if you have Vista or Windows 7, hit start and type cmd in the little search bar.

Once you open the ocmmand prompt, type /ipconfig /release & hit enter. After it releases the IP, type /ipconfig /renew. Wait for it to finish, and try to have acccess again. If that doesn't work, call them and tell them your modem is not provisioning/activating in the network. They should take it from there.