[TriLUG] [OT] Time Warner Cable - new modem problems

[Jim Ray]

We now live on edge of Cary near Apex and had our TW cable constantly drop shortly after DOCSIS3 "upgrade." All the King's horses and all the King's men couldn't put connection together again. I even switched to AT&T Uverse yet found it was incompatible with block of static IP and conventional router. 

The fix was to get more expensive and faster level of service from TW. Go figure. How much you wanna bet they planned it that way?

Sent from my iPhone

On Jun 7, 2012, at 10:13 PM, "Jeremy Portzer" <jeremyp at pobox.com> wrote:

> Hi,
> 
> This a tech support question from my parents who live in Apex.   They wrote to me:
> 
> Our Internet connection keeps dropping.  We can get it back by power cycling the modem and the router, but that is annoying, of course.
> Here's the background.  A couple of weeks ago Time Warner told us that they were going to be upgrading their service, and we should get a new modem.  So, we took the old one back to the store and exchanged it, for no charge.  We brought it home, and when we plugged it up correctly, it worked.
> But only for a little while.
> So we power cycled the modem, then powered up the router, and we were back in business.
> Then we went away [on a weeklong trip], figuring the problem would solve itself.
> Except that it didn't.
> So now we have totally unreliable service.  Sometimes we only stay connected for 20 minutes before we have to do the power cycling to get back online.
> So surely there must be a better way.  Perhaps you can give us some tips for looking at log files, or router activity, or something that will give us a clue as to what is going on?
> 
> I've told them they should call Time Warner support, of course, but they did and they just get the same advice to power cycle it.  I'm not sure how strident they've been about the repeated problems... I've also advised them to note the specific dates/times when the modem seems to fail.
> 
> Does anyone know what model modems TWC is likely installing these days?  Are there any user-accessible log files as my father suggests?  Do they likely have a bum modem, and how can they convince TWC to replace it... just take it back to the store and argue?
> 
> Sorry for being so vague... I'm about 10,000 miles away so remote support is challenging :)
> 
> One thing that makes this on topic is that there is a Linux server behind this modem...
> 
> Thanks,
> Jeremy
> -- 
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