CCLA
join:2002-06-17
Baton Rouge, LA | reply to gjgfjfgj
Re: [AZ] Stuck in the Cox Walled Garden
They really need to have an install done if they want the internet service to work properly. |
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gjgfjfgj
join:2006-04-07
Tucson, AZ
| reply to ajwees41
This just keeps getting better and better.
I should have brought my digital camera and catalogued the depravity of their cable wiring. Instead, I'll attempt to show what I found when I inspected their wiring.
Cable Drop One -> Cable -> Air
-> TV -> TV
Cable Drop Two -> Cable -> Extension -> Cable -> Splitter -> Cable -> Splitter -> Modem
-> TV -> Air
Yes, they have two cable drops and one of them is just hanging exposed off the side of the house not hooked up to anything.
Yes, they actually have some cable connected to some more cable with some weird extension thing.
Yes, they actually have the modem hooked up after two three way splitters for a combined loss of 14 dB.
Yes, Cox actually installed all of this, except for the second splitter and everything after that.
I couldn't do a whole lot, but I did put the modem on the 3.5 dB leg of the last splitter and I replaced the old, thin cable with the new, thick one in the self install kit. Yes, they actually hooked the modem up with some old, thin TV cable. The signal levels are a little better now with a Downstream Power Level of -12 and an Upstream Power Level of 55. The Downstream SNR increased by 10 dB from swapping out that cable. |
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ajwees41
Premium
join:2002-05-10
Omaha, NE
1 edit | reply to gjgfjfgj
Do they have cable tv??
If they do how is the picture?
Sounds like a signal problem
ajwees41 |
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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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gjgfjfgj
join:2006-04-07
Tucson, AZ | reply to CCLA
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
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
| 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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ajwees41
Premium
join:2002-05-10
Omaha, NE | reply to gjgfjfgj
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 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
 ·Cox HSI
| reply to Fubar
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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Fubar
join:2001-02-20
Phoenix, AZ
| reply to ajwees41
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
1 edit | reply to gjgfjfgj
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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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 | reply to gjgfjfgj
post an update when you get one please.
ajwees41 |
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gjgfjfgj
join:2006-04-07
Tucson, AZ | reply to gjgfjfgj
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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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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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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ajwees41
Premium
join:2002-05-10
Omaha, NE | reply to CCLA
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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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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gjgfjfgj
join:2006-04-07
Tucson, AZ
1 edit | reply to CCLA
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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