Earthlink DSL → EarthLink Electronic Support Response

This is a support response from EarthLink

said by beluba:

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Well, the problem for me is... I can't reach the diagnostic page when the problem occurs.

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If you are unable to reach the modem's diagnostic page when you experience the problem, then this leads me to believe the problem is between your computer and the modem.

said by beluba:

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I thought it had something to do with my firewall too. But like jman23 said, the problem still occurs even if I disable the firewall. The problem even happens if I uninstall the ZoneAlarm software.

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Your modem recognizes the problem by it's light status. Since your modem is unable to tell what software you have installed on your computer, it's safe to rule out software applications as a possible cause.

said by beluba:

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something else I just noticed. jman23 and I are both trying to connect from Aurora, IL. Could this be a regional problem?

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Possibly. Has your area experienced any recent lightening storms? Do you notice any weird problems with other electrical devices? (Lights dim, power outages, etc.)

Have you tried the modem in bridge mode?
Bridge mode takes away the PPPoE function of your UHP modem requiring PPPoE software to be installed. It may help us determine what the problem is.

How to install WinPoet (PPPoE software):
»support.earthlink.net/mu ··· psc.html

How to create a PPPoE connection in Windows XP:
»support.earthlink.net/mu ··· psc.html

How to place the UHP modem into bridge mode:
»support.earthlink.net/mu ··· psc.html

Please respond to this post to let us know if your issue is resolved. If you have any further problems, questions or concerns please feel free to contact us via the live chat link below.

Robert O.
Electronic Support
EarthLink Incorporated

For live online support please click on the following link.

»support.earthlink.net/chat

Thanks for the help, ELNKrobert. I'll try bridge mode tonight when I get home.

And yes, as a matter of fact, my power went out last night for a split second and then came back on. It was very odd since it wasn't storming out.

ELNKrobert:
Ok, moved into bridge mode and made all the necessary changes. Seems to work ok now for me. But I will wait and see if there are any more problems. Just a question, Why would I now need to switch to Bridge mode instead of UHP mode? What happened that made me have to change it to keep the connection?

Thanks for your help! Jeff

ELNKrobert,
Running in bridge mode seems to fix my problem as well. Thanks for your help.

This is a support response from EarthLink

said by jman23:

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Just a question, Why would I now need to switch to Bridge mode instead of UHP mode?

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Are you using a router? If not, and you tried to reset the modem, then it's possible that the modem is damaged.

Please respond to this post to let us know if your issue is resolved. If you have any further problems, questions or concerns please feel free to contact us via the live chat link below.

Robert O.
Electronic Support
EarthLink Incorporated

For live online support please click on the following link.

»support.earthlink.net/chat

said by just_robert:

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Are you using a router? If not, and you tried to reset the modem, then it's possible that the modem is damaged.

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ELNKrobert:
Nope, I am NOT using a router. Just have one computer hooked up for DSL. I did try to reset the modem, but still had the same problems. The modem I have now is a VisionNet E200ER modem, the second one. My first one was a Broadmax, lasted about 3-4 months, then EL sent me out the VisionNet. Now in the bridge mode, I have to go through a few different steps to log on rather than just using Total Access to get on. Let me know if I should call EL to request a new modem.

Thanks,
Jeff

This is a support response from EarthLink

said by jman23:

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Let me know if I should call EL to request a new modem.

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If you like, send me a private message with your DSL phone number and we'll arrange for you to get a new modem.

Please respond to this post to let us know if your issue is resolved. If you have any further problems, questions or concerns please feel free to contact us via the live chat link below.

Robert O.
Electronic Support
EarthLink Incorporated

For live online support please click on the following link.

»support.earthlink.net/chat

I will be sending you an email with my info. I have the same issue, and will try bridging right after I send that email. Strange thing is, I also live in IL (geneva), but there have been no strange weather occurances or anything of the like. And mine also worked fine for some time (7 months), then all of a sudden this began to happen. Hope the bridge thingy works.