gjgfjfgj
join:2006-04-07
Tucson, AZ
| [AZ] Stuck in the Cox Walled Garden
I'm helping a relative set up their new Cox HSI. They ordered service, picked up an SB5101 from Cox, called in the MAC address and hooked everything up. Unfortunately, they get the walled garden page that says their self installation or fast connect can not be completed or something and to call in. They tried calling in twice, but each time Cox said that everything was fine.
I went over and checked everything out. As far as I can tell, they hooked everything up right, but maybe they read the MAC address wrong or something. I get the walled garden page too and their signal levels are horrible. A -15 Downstream Power Level and a 55 Upstream Power Level. Their modem's logs were all critical errors, the activity light was constantly flashing and there were disconnects.
I honestly don't know what to tell them. Obviously, everything is not fine. I think their modem might not have gotten provisioned right or maybe it's broken. There is nothing I can do for them. They said that they will be cancelling if Cox can't even provide a working modem and activate the service they signed up for. I told them to try calling again and maybe they will get somebody better.
Boy am I glad I got a professional installation and I hope I never have to call Cox. The installers, field technicians and helpful employees who post here are awesome, but everybody else seems incompetent. |
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ajwees41
Premium
join:2002-05-10
Omaha, NE | Do they have digita cable or phone with Cox? Sounds like a signal problem.
ajwees41 |
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CCLA
join:2002-06-17
Baton Rouge, LA
| reply to gjgfjfgj
Did you hook the modem up Pre or Post calling in?
If pre-calling in, then U need to power cycle the modem so it will download the new Config file that will allow U access to the web.
If hooked up Post call, still try power cycling it as sometimes provioning is running slow. If that still doesnt work you're gonna have to call in.
( I'd help but I dont have access to anything but La, And Ga accounts ) |
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gjgfjfgj
join:2006-04-07
Tucson, AZ
1 edit | The modem has been power cycled about 10 times now. That is what Cox had them do when they called in and I did it myself a few times too. |
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CCLA
join:2002-06-17
Baton Rouge, LA | reply to gjgfjfgj
Well, You can PM me the Mac and I can confirm the modem has the improper config file and the Mac addresses match. But I cant fix the account up there. |
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ajwees41
Premium
join:2002-05-10
Omaha, NE | If they trust you or you know thier info log in to internet tools and see if the mac address matches the one on the modem.
ajwees41 |
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CoxTech1
VIP
join:2002-04-25
Chesapeake, VA
| reply to gjgfjfgj
I only know of a few things that it could be. 1) The modem is stuck with the slf config file which basically means that it's not going to go anywhere unless we wave our wand (stick) at it and have it go away. 
2) The PC may be stuck with a 172. IP address which is why you will keep pulling the same page.
3) The cache needs to be cleared and you might need to try to go to a site you have never been to before like www.godiva.com.
If you can PM myself or CCLA with the modem's HFC MAC address we can look into it for you.
CoxTech1 |
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gjgfjfgj
join:2006-04-07
Tucson, AZ
| reply to gjgfjfgj
Thanks for all the help, but I don't know their modem's MAC address. They called me over because Cox blamed it on their computer. For what it's worth, their computer was pulling a 172 IP address and their modem's logs stated that DHCP completely failed. I restarted the computer and the modem and cleared the cache, but I couldn't get a real IP address.
I'll call them and see if they had any luck calling Cox again. If not, I'll be going over there again today. This time I'll be more prepared and bring my laptop. That way, I can rule out their computer and record all of the relevant information if I can't get it to work again. |
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gjgfjfgj
join:2006-04-07
Tucson, AZ | I called them, got their modem's MAC address and sent it to CoxTech1. They are eager to know whether or not the modem is provisioned correctly. |
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ajwees41
Premium
join:2002-05-10
Omaha, NE | post an update when you get one please.
ajwees41 |
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gjgfjfgj
join:2006-04-07
Tucson, AZ
| reply to gjgfjfgj
I went over there again and it works on my laptop, but not on their computer. CoxTech1 said something about D-Link when he verified that the modem is provisioned correctly. Thanks for that verification, CoxTech1. They do have a D-Link NIC and their modem is plugged directly into that. Is there some kind of incompatibility between the D-Link and the SB5101? They haven't had any problems with it before. I didn't have enough time to give their computer a real going over, but the drivers seemed to be installed correctly. |
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ajwees41
Premium
join:2002-05-10
Omaha, NE
1 edit | It almost sounds like cox has the modem listed as being a dlink instead of the SB5101.
another thought is this thier first time using the nic in the computer? It might be disabled.
ajwees41 |
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Fubar
join:2001-02-20
Phoenix, AZ
| said by ajwees41  :It almost sounds like cox has the modem listed as being a dlink instead of the SB5101. Nope, he wouldn't be able to get on with his laptop if so...
said by ajwees41 :another thought is this thier first time using the nic in the computer? It might be disabled. ajwees41 Nope, They wouldn't pull any IP address and they are at least pulling a 172.
OP, can U hook up via USB? |
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ajwees41
Premium
join:2002-05-10
Omaha, NE
 ·Cox HSI
| Try this
172 IP Address
This indicates that the Modem may NOT be Provisioned.
Open IE. If the page displayed asks for an Account# and Password, have the customer enter the information. If the customer cannot complete the Provisioning, call NMC and have them do it. (After Rebooting PC, we were stuck at "Preparing Network Connection for 3 min. before we could surf.)
Check TCP/IP settings (I fixed one by changing to Disable WINS.)
Try Clearing Cache & Deleting Cookies Try Removing the Ethernet Adapter & TCP/IP from the “Installed Networking Components”, Rebooting and Reloading the Ethernet driver and Windows files (If it still doesn’t work, try running inetwiz, then run winipcfg and Release All and Powercycle PC and Modem. (I fixed one this way.)
ajwees41 |
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gjgfjfgj
join:2006-04-07
Tucson, AZ | reply to gjgfjfgj
Their Windows install is screwy. I booted up Knoppix, a Linux Live CD and the internet works just fine. I decided against trying to hook up via USB and am just going to try to fix whatever is wrong or reinstall. |
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ajwees41
Premium
join:2002-05-10
Omaha, NE | Uninstall TCIP and then reinstall it and see if that helps.
ajwees41 |
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gjgfjfgj
join:2006-04-07
Tucson, AZ
| reply to ajwees41
said by ajwees41 :Try Removing the Ethernet Adapter & TCP/IP from the “Installed Networking Components”, Rebooting and Reloading the Ethernet driver and Windows files (If it still doesn’t work, try running inetwiz, then run winipcfg and Release All and Powercycle PC and Modem. (I fixed one this way.) That did it.
Thanks for the help everyone. Now, they will be complaining about disconnects because their upstream power is way too high.  I saw the modem disconnect a lot while I was there.
I told them to call in, go through the system and don't hang up until they agree to send someone out to fix those signal levels. |
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CCLA
join:2002-06-17
Baton Rouge, LA | reply to gjgfjfgj
They will probably have to pay for a Pro Install. From the original post it didnt look like anyone ever came out and did the install. |
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gjgfjfgj
join:2006-04-07
Tucson, AZ | Yeah, it was a self install. I thought you only had to pay if the self install is unsuccessful. I guess it depends on how you define unsuccessful. |
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CCLA
join:2002-06-17
Baton Rouge, LA | reply to gjgfjfgj
A trouble call within a certain number of days after the self install. |
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