TivoNut
Premium
join:2002-04-18
Yorba Linda, CA
| My SBC nightmare today w/2Wire router
Forgive the lengthy post, it's been a crappy day and I need a little help, probably from SBC. Please read through to my questions at the end.
I am currently having a horrible installation experience with SBC DSL service in Peoria, IL today. I've used SBC DSL at about 20 locations in California for years, and never have many problems, and nothing like I had today. My company is opening a new store in Peoria and we need a DSL connection. I ordered the service and it was installed today.
I ordered the 1.5-3.0Mb, 5 static IP service today, with a 2 Wire router. (Sadly, no modem-only option any more, and I've never used a 2Wire router.) The technician was out this morning, installed the 2 Wire router and tested the service. He gave me a sheet with my static IP and associated info. I was busy working on other things and didn't get to testing my equipment right away. (Last time that will happen.)
Note: I don't need or want to use any of the SBC Yahoo, email or other crap. I just need a static IP for my router to establish a VPN back to my corporate office, something I've done countless times with SBC and many other DSL providers.
I attached my router to the 2Wire router and configured it with the static IP info. Nothing was working. After numerous tries, I connected my laptop directly to the 2Wire and found it is using/assigning private IP space to my internal network (but is otherwise working fine.) This is not what I wanted. I just wanted a public IP address the tech gave me. So much for that. This is where it goes from bad to worse.
I called support and got to a tech, apparently in India, who asked me several questions, transferred me to someone else in India, who asked me several more questions, and transferred me to someone at 2Wire. (I don't care that they were in India, but what's the point when they did absolutely nothing, really, nothing.)
The 2Wire guy had me type in a different Key to allow for static IPs. After completing the static IP form, it kept failing, stating user name or password wasn't valid. There was no user name or password. He finally suggested calling SBC back (which I REALLY didn't want to do) and ask them to confirm the IPs, then rip/rebuild the circuit.
So I call SBC back and get someone who walks me through everything I've already done with the same results. She escalates me to another guy, the fifth person I've now spoken with today (some 2 hours later.) He goes through the same steps with me and eventually rips/rebuilds the circuit. We still can't get the public IPs working. He does some more research and says, in your area, you have to use the PPPoE connection and can't use the 2Wire with 5 static IPs. WHAT THE HELL?
So now he gives me the original 2Wire key to go back to PPPoE. We try the original name/password combo, plus a couple more, nothing works. We keep getting user or password is incorrect. Finally, he checks the circuit again. The circuit is now out of service. Sure enough, the red light is on the modem. (I hadn't looked at it in quite some time.)
Now there is nothing more he can do. He claims ripping/rebuilding the circuit wasn't the cause of the dead service, but it seems a little too coincidental. So now he opens a trouble ticket with ASI to dispatch someone, but it's been 3 hours and it's 4 PM on Friday. Maybe they'll call me Sat. morning, but I'm flying home Sat. afternoon.
He stated that the 2Wire can't be used for static IPs and I should contact billing and get them to give me a Cayman router. Of course, that's not going to happen today either.
So I'm very frustrated with how this whole installation went. I absolutely should have tested my equipment before the install tech left. That's behind me and now I need to get me service running.
So here are my questions.
1) What are the chances the circuit will be repaired Sat morning? (He claims he marked it SOS or something.)
2)Can I or can't I use a 2 Wire router with 5 static IPs? If not, why did they deliver it and give me public IPs that I can't use?
3)If I can't use the 2Wire, how much of an effort is it going to be to get SBC to trade it out for a Cayman so I can get my static IPs?
4) Why don't they offer the simple modem-only bridge any more? That was so much easier.
Thanks in advance to all.
--
"Any information provided to or issued on Internet websites must obtain the inspection and approval of the secrecy censorship." -The Chinese government in a new regulation (January 2000) on future Internet postings. |
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The Chef
join:2003-12-09
1 edit | I wouldn't blame the 2Wire. I would blame the folks providing you with all the incompetant support.
If you are in Peoria, IL, then you still use PPPoE, even with the 5 static IP service. They shouldn't have provided you with with the other keycode as that is only for the former PacBell, NevBell and SWBell locations.
So it gets back to your user name and password. Something is wrong there. I believe the static accounts use a different format for the domain part of the user name (mentioned numerous places, for example »Static customers can no longer connect via dynamic ). It is also not unheard of that the username and password are not properly registered/udpated in the network. And on a rare occasion or two the circuits don't really connect you to the ISP, just to the CO by accident.
The 2Wire can be used for static IP addressing. Whoever you talked too has a few loose screws (but then again someone told you to not use PPPoE and these folks can't get you the correct id and password).
If you do nothing more than just logon and only use 1 IP address you should be able to use the box as is. Static with PPPoE is actually "sticky IP" they stills end the IP address to you, it just happens it is one of the 5 statics they send to you.
If you want to use all 5 then that's another story. Then you need to make sure you are running version 3.5 of the 2Wire OS or later. If you are using an OfficePortal then you setup the WAN settings (I think it is Advanced WAN) to indicate that you are also briging the remaining IP addresses and use the LAN setup to assign these to specific PCs.
If you are using the HomePortal then you can still do this but it may need to the done from the management diagnostics console (MDC) which is acceeeible at http //gateway address/management.
If you want to start fresh, you can go to the management console and reset the box back to factory defaults (record everything first). You migt take a look atthe detailed log there as well to see what it says.
Unfortunately you now need a valid circuit and your user id and password. |
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TivoNut
Premium
join:2002-04-18
Yorba Linda, CA
| Thanks for the response. I forgot to mention the 2Wire is the OfficePortal 1800. I recall seeing the fields in the form for additional static IPs and thought that might be what I need to set, but nobody ever indicated that, and the 2Wire guy specifically said not to use them, although he assumed I'd be working in bridged mode.
I'm going to assume my user/password are good and they weren't working towards the end because of the dead circuit. So it sounds like I setup PPPoE and enter my static IP info in the optional fields on that same screen.
Assuming they fix the circuit on Sat. morning, I'll give that a try.
Thanks
--
"Any information provided to or issued on Internet websites must obtain the inspection and approval of the secrecy censorship." -The Chinese government in a new regulation (January 2000) on future Internet postings. |
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ross96
VIP
join:2000-11-02
Dayton, OH | reply to TivoNut
You do not need to enter any ip info. Like the other fella said you will still be connecting pppoe. Just make sure you are using "static" in your user name i.e. username@static.sbcglobal.net and it will automatically pull the correct ip info. |
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TivoNut
Premium
join:2002-04-18
Yorba Linda, CA
| ok, got it. Of course, now the other problem is the user name. They never gave me @static.sbcglobal.net. When the install tech left the info, there was no "static" in the domain. When I talked to support, they said @static_ameritech.net. I'll just try the different domains and see what works, assuming the circuit comes back up.
Thanks
--
"Any information provided to or issued on Internet websites must obtain the inspection and approval of the secrecy censorship." -The Chinese government in a new regulation (January 2000) on future Internet postings. |
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TivoNut
Premium
join:2002-04-18
Yorba Linda, CA | One more question, if anyone knows...I understand this router is also a wireless access point. I need to disable that feature. Is that easy enough to do? |
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Steve
I'm a PC, so shut up
Consultant
join:2001-03-10
Yorba Linda, CA | Build a Faraday cage around it? |
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TivoNut
Premium
join:2002-04-18
Yorba Linda, CA | Well, I suppose that's one way to do it, but would seem to be the more difficult route...  |
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Steve
I'm a PC, so shut up
Consultant
join:2001-03-10
Yorba Linda, CA | not if you bill by the hour  |
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ross96
VIP
join:2000-11-02
Dayton, OH | reply to TivoNut
»172.16.0.1/network/index.html |
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ross96
VIP
join:2000-11-02
Dayton, OH
| How is the ckt dead? I think when tech support made you change the key code it screwed the 2 wire up. Go here »172.16.0.1/broadband/advanced_settings.html and change connection type to pppoe and vpi to 0 and vci to 35 and then enter your user id info with the static as part of your user name and see if that works. |
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TivoNut
Premium
join:2002-04-18
Yorba Linda, CA | Broadband LED is red on 2wire router. I'll check these settings first thing and see if it comes back up on its own.
Thanks again |
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The Chef
join:2003-12-09
1 edit | reply to TivoNut
Hope this helps out a little. |
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The Chef
join:2003-12-09
| reply to TivoNut
said by TivoNut  :
I understand this router is also a wireless access point. I need to disable that feature. Is that easy enough to do?
If you are running version 3.5, go to the Home Network Summary page (may be labeled Local Network in the Office Portal, I do not remember) (»192.168.0.1/network/index.html) and look at the Status at a Glance section. If it is a version that supports disabling the wireless, there should be buttons by each network type to disable. |
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lev
Napoleon is always right
Premium,Ex-mod 2002-08
join:2001-05-30
Chicago, IL
clubs: 
 ·AT&T Midwest
| reply to TivoNut
Yes, static IP addresses here use a PPPoE login with @static.sbcglobal.net, or, for us who still have ameritech.net addresses, actually use @static_ameritech.net, which is not exactly intuitive.
The disadvantage is having to authenticate via PPPoE, which is a problem when the RADIUS goes out, which hasn't happened in this area for close to a year (it used to happen constantly). The ADVANTAGE is, during a disaster or a move, the IP block will follow you to dialup or a different DSL circuit, allowing same-day connectivity. This has helped two clients in the past year, during times their office space became unusable. As long as authentication servers stay up, I've come to think of this as mostly a good thing.
Very few people have received the OfficePortal for static IP service. Trying to get support for static service from tier 1 is something I don't advise. If you want better long-term support, take the deal to get a Cayman 3546, or buy an Efficient 5861 on e-bay. |
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TivoNut
Premium
join:2002-04-18
Yorba Linda, CA
| reply to The Chef
This morning I got the circuit back up. Going into the advanced settings and entering user/password there got me back online with the original config.
Per the instructions from the PDF provided by The Chef (thanks) I enabled bridged mode and entered my .248 netmask. I'm still not getting anywhere with the public IP space. I did notice that under Bridge Network, the Broadband Network Mask is 255.255.255.255. Does this indicate SBC has something configured incorrectly since I can't seem to get my /29 working.
I'm at a loss as to where to go from here.
--
"Any information provided to or issued on Internet websites must obtain the inspection and approval of the secrecy censorship." -The Chinese government in a new regulation (January 2000) on future Internet postings. |
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TivoNut
Premium
join:2002-04-18
Yorba Linda, CA | reply to TivoNut
Finally got it working, but it seems a non-traditional way to make it work. I'll post details later, got to finish and run to the airport. Thanks to all for your help. |
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larryhay
Premium
join:2003-05-15
Saint Louis, MO
clubs:
| said by TivoNut :
Finally got it working, but it seems a non-traditional way to make it work. I'll post details later, got to finish and run to the airport. Thanks to all for your help.
...run to the airport.... I was wondering how a MAC got involved in this on first read  |
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TivoNut
Premium
join:2002-04-18
Yorba Linda, CA
| reply to TivoNut
Here's a summary of what I did Saturday morning to get everything working.
I went into the advanced settings and set the user/password in there. This got the DSL line back up and I was able to use my laptop. I then went into the local network configuration and enabled Bridge Mode with the proper netmask. I then set my Netopia router (behind the 2wire) with one of my static IP addresses, but it still couldn't get anywhere.
So I called SBC support again, talked to someone who transferred me to tier 2 support. This guy checks some different settings, puts me on hold a couple times, then while he's talking, the line disconnects.  Each person I've spoken with up to this point has always done two things, 1) Apologize over and over for my inconvenience 2) Get my call back number in the event we are accidentally disconnected. So I waited a few minutes and do you think this guy calls me back?
I call SBC yet again, get transferred to tier 2 again, the guy goes through the same motions and then spends almost 30 minutes trying to conference 2Wire support onto our call.
The 2Wire guy has me check that I have bridge mode enabled. He then has me check the address allocation page and asks which device listed on this page do I want to have a static IP? My device is not listed and I've already configured it for a static IP address. Shouldn't it be working now?
At this point, we seem to have a communication breakdown, although I shortly got everything working. The 2Wire guy is telling me my device should be listed on the screen (the 2wire router should have detected it) but this isn't the case. He then tells me to put my (Netopia) router in bridge mode. Now I know this is not what I want, but he keeps telling me to do it. I finally changed my router's WAN port to dynamic (DHCP client) so it will grab an IP address from the 2Wire.
This works, sort of. My router now has a private IP address (172.16.x.x) from the 2Wire, AND it is appearing in the router's allocation list. Now I changed the router to allocate a fixed address via DHCP (the public address I wanted from the start) to my router. PRESTO! Everything is working, including my VPN back to corporate.
It would appear the 2Wire won't let you statically hard-code a device with a public IP address behind it. This would seem contrary to just about every other router on the market. My "assumption" that it should just work this way and my lack of experience with the 2Wire router contributed to my headaches. Normally, I'd take time to read up on the 2Wire hardware and try to figure this out myself, but I didn't have time for this. Posting here helped, and the PDF provided by The Chef helped. The PDF also seemed to state that this was the case, but I'm not sure it was entirely clear.
In the future, I'll try and stay away from the 2Wire router and just get the Cayman product. It would sure be easier if they just used a simple DSL modem.
The initial problems that contributed were:
1) The original install tech didn't give me or configure the router with the @static portion of the user name.
2) The original install tech didn't enable bridge mode on the router.
3) The first 2Wire guy I spoke to the first time I called SBC on Friday didn't make any of the suggestions the second 2Wire guy did on Saturday. Had he done this, I probably would have solved the problem on Friday afternoon.
Thanks again to everyone for your help.
--
"Any information provided to or issued on Internet websites must obtain the inspection and approval of the secrecy censorship." -The Chinese government in a new regulation (January 2000) on future Internet postings. |
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The Chef
join:2003-12-09
| Most folks do not use a router behind a router so this concept breaks down a little. You can use the public IP addresses without the Cayman unit.
If you were using the Cayman along with the 2Wire, it might have been simpler to just set the 2Wire in bridge mode (not DHCP service mode) and let the Cayman terminate the PPPoE session. The bridge mode is available thourgh the /management pages.
In regards to using a hard coded static IP address, I thought the unit was supposed to let this happen. I'll have to make some inquiries. |
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