gvr4wd
join:2002-03-20
Silver Spring, MD
|  Connection problem....
Can somebody shed me a light here?
I've got a Comcast internet service installed last week and am experiencing constant disconnection problem. Sometime it would stay longer than other times.... I have to power-cycle the modem to have the connection back! Helpdesk is clueless.
OS: Windows 2000 Advanced Server/Windows 98 SE dual boots
Modem: Motorola SB4100
- The Motorola diagnosis page page looks fine. No errors.
- Pinging DNS server results in timeout.
- Tried to tweaking Network Identification, TCP/IP with no help.
- Disabled ZoneAlarm, didn't help.
I'm out of ideas except for bad modem.... |
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The Coach
maybe maybe not
join:2001-07-08
SideLine
clubs: | I had the same problem and it was caused by a bad line in my house. Everything is fine now after I changed the location of where my lines were split. |
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btdude
join:2002-01-28
Manassas, VA | reply to gvr4wd
I have a SB4100. I unplugged the whole dammm thing and then renewed all from the winipcfg. Cleared everything out, seemed to help.
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When Heroes fall, in love or war they live forever. |
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gvr4wd
join:2002-03-20
Silver Spring, MD
| reply to The Coach
Well, it looks like the wire problem. Tried connection at shorter distance with direct connect (no splitters) and connection lasted for 4 hours until I logged out.
BTW, I gotta share this call to tech support. I called to see if I can try another modem to see if the modem had been bad.
Me: "Can I try another modem to see if the modem I'm using is bad?"
Tech: "No, your modem is working fine."
Me: "How do you know?"
Tech: "I can see your modem from here."
Me: "Really? What's the IP address then?"
Tech: "I can't see that because it's private."
Me: "Then, how do you know the modem is working fine?"
Tech: "My computer says that."
Me: "Can you tell me what exactly you're seeing on your screen?"
Tech: "Modem is working fine."
Me: "Your screen says, 'modem is working fine'?"
Tech: "Yes."
Then, I turned off the modem.
Me: "Can you check the status of my modem, now?"
Tech: "Modem is working fine."
Me: "Well, I just turned if off."
Tech: "....."
Me: "If you don't know if my modem is on or off, how do you know if the modem is working?"
Tech: "Well, I can ping your modem from here."
Me: "I thought you said you could not find what the IP is."
Tech: "....."
Then, I started to get upset and complain. He HUNG UP on me!
I should have gotten his name. |
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midranger4
Stupid Is No longer in Vogue
Premium
join:2002-01-18
Levittown, PA
| Gvr,
If you simply pushed the button on the front of the surfboard modem you did not turn it off per say.
You simply turned off the lights, and put it in hibernation mode. Strange yes, but true.
In order to completely power off the modem (so it cannot be polled/pinged) you must cut off A/C to the unit.
So, in this case tech support was likely correct and could continue to see your modem as functional even after you "thought" you turned it off.
[text was edited by author 2002-03-21 09:43:55] |
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btdude
join:2002-01-28
Manassas, VA
| said by midranger4:
If you simply pushed the button on the front of the surfboard modem you did not turn it off per say.
You simply turned off the lights, and put it in hibernation mode. Strange yes, but true.
In order to completely power off the modem (so it cannot be pinged) you must cut off A/C to the unit.
So, in this case tech support was likely correct and could continue to see your modem as functional even after you "thought" you turned it off.
Finally, I beat your butt to the answer. nanananana LOL LOL
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When Heroes fall, in love or war they live forever. |
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midranger4
Stupid Is No longer in Vogue
Premium
join:2002-01-18
Levittown, PA | ROFL 
Hey I just woke up man !!! |
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gvr4wd
join:2002-03-20
Silver Spring, MD | reply to midranger4
No, I pulled plug off.
I knew the reset button doesn't power it down while troubleshooting the disconnection problem. |
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midranger4
Stupid Is No longer in Vogue
Premium
join:2002-01-18
Levittown, PA
| said by gvr4wd:
No, I pulled plug off.
I knew the reset button doesn't power it down while troubleshooting the disconnection problem.
If that's the case, Tech support was providing you with bad information about your modem being "fine".
Sorry for the confusion, but I too made the mistake early in my broadband life of thinking that front button turned "off" the modem.
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Democracy is the illusion of freedom |
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btdude
join:2002-01-28
Manassas, VA | reply to gvr4wd
ROFL Then talk to midranger, he should be awake by now. It just works for me when I unplug the modem, and renew the NIC settings.
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When Heroes fall, in love or war they live forever. |
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midranger4
Stupid Is No longer in Vogue
Premium
join:2002-01-18
Levittown, PA | reply to gvr4wd
Please cut and paste the signal page from the motorola diag page here. We can see if your within tolerance on signal and noise levels on the upstream and downstream channels.
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Democracy is the illusion of freedom |
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JTRockville
Data Ho
Premium,MVM
join:2002-01-28
Rockville, MD
clubs: | reply to gvr4wd
Oddly, I had the same experience with a Tier 1 tech. My modem was unplugged and I was HOLDING THE CORD IN MY HAND. Turned out Tier 1 was looking at someone else's modem... someone in IN, I think it was... |
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Wageslave
Thread Killer
Premium
join:2002-02-14
Virginia Beach, VA
clubs:
| reply to gvr4wd
*groans* more and likely the esteemed tech looked up the MAC address in our lovely Net Tools..you can too see the bloody IP, but if the modem ain't pulling one you won't...my suspicion is the "tech" didn't know what the heck he was reading. Sad seeing as how I KNOW there was decent training done for that program.
GvR: Does the modem lose lock when you lose the connection? or does it stay locked and you just can't get out..if it's locked it almost sounds like your IP is release/renewing..but why it would happen so frequently is beyond me..if it does lose lock, could you paste those levels over here? make it a lot easier to diagnose.
Oh and JT? love the new icon
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I think the voices are jealous of me, because you aren't speaking to them. |
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btdude
join:2002-01-28
Manassas, VA
| said by Wageslave:
seeing as how I KNOW there was decent training done for that program.
LOL (peeking over the desk) Sir, will there be a quiz after this training? I must pass this.
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When Heroes fall, in love or war they live forever. |
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JTRockville
Data Ho
Premium,MVM
join:2002-01-28
Rockville, MD
clubs: | reply to Wageslave
said by Wageslave:
Oh and JT? love the new icon
Why, thank you, Wageslave! But I can't take credit... Joey Boi helped me out in the Avatar forum. And he didn't even ASK for my IP! |
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gvr4wd
join:2002-03-20
Silver Spring, MD
| reply to Wageslave
I don't know what "lose lock" means. Here is signal output from the modem. Can somebody explain this?
Downstream Value
Frequency 759000000 Hz Locked
Signal to Noise Ratio 35 dB
QAM 64
Network Access Control Object ON
Power Level -1 dBmV
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
Upstream Value
Channel ID 5
Frequency 30000000 Hz Ranged
Ranging Service ID 462
Symbol Rate 1.280 Msym/s
Power Level 47 dBmV |
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midranger4
Stupid Is No longer in Vogue
Premium
join:2002-01-18
Levittown, PA
| Gv,
Your values appear within tolerance. Your downstream power level is actually very close to optimal at -1. The tolerance is -15 to +15.
All other values are well within tolerance.
I wouldn't hurt to have a field tech troubleshoot your connections however.
In the meanwhile, from a DOS window, can you run the following command and post the results here.
tracert www.dlsreports.com
This will give a point in time snapshot of gateway server performance and packet loss information.
I would also suggest installing and plotting your connection by using a third party product such as visual route or ping plotter.
Ping plotter 30 day trial can be found here : »www.pingplotter.com/download.html
Visual route 30 day trial can be found here :
»www.visualware.com/download/index.html
I prefer pingplotter but either one will work for you.
These utilities can basically monitor your connection and log any/all spikes and disconnects. This information may quickly identify if your issue is network related.
Good luck
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Democracy is the illusion of freedom |
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rody
| reply to gvr4wd
i have noyiced that you can unplug the modem and it takes a little while for the tools to pick up that you are not online. as i have hooked my laptop to modems and dispatch sees 2 ips 1 for the computer and 1 for my laptop and only my laptop is pluged in just a lag time thats all. |
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gvr4wd
join:2002-03-20
Silver Spring, MD
| reply to midranger4
Thanks for the help. Although the signal values look good, the problem still exists. I just directly ran the wire from outside through the window. I've noticed the signal strengths have been increased. It's been working for 1 1/2 hours now. Should I call comcast to have it wired correctly? I mean thru the window is not very good solution here. |
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midranger4
Stupid Is No longer in Vogue
Premium
join:2002-01-18
Levittown, PA
| You should have a direct feed to your modem off the first splitter coming from your tap.
If your passing through more than one splitter I would call Comcast and make them install a dedicated run for you.
It can only help.
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Democracy is the illusion of freedom |
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