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

[Matt Stephenson]

I had a TWC-issued Motorola Surfboard two years ago, it had a web
config interface at http://192.168.100.1/ by default. Some logging and
diagnostics there.

Matt Stephenson

On Thu, Jun 7, 2012 at 10:12 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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