View Full Version : How often does your modem lose sync? (@home problems)
RoundEye
05-29-01, 03:05 PM
I'm having major problems with my @home service right now, my modem loses sync and stays out for days at a time. I've had a couple of techs from cox@home check my system and confirm that the problem is not in my home but at the amp itself. To make a very long story short, @home is giving me tons of grief about getting it fixed properly. I think most of the problem is in the amp but I'm not certain, and since I'm the only person in this leg of the node they won't replace it.
@home refuses to give me a supervisors name for my local provider or at the San Diego office. I'm at my wits end on this and I'm very pissed off at this point, because this has been going on for almost a year now. (with the exception of about a 3 month period)
Any ideas on how to deal with this in a professional manner?
I've been given credits out the ass for the loss of service, but I'm more interested in reliability.
MosDef112
05-29-01, 03:13 PM
Well.. Not to defend their stand, but they do lose money by replacing hardware that only services one node. Have they replaced your drop? That may be the problem, have them do that.
RoundEye
05-29-01, 04:53 PM
I don't want them to come out and arbitrarily replace a piece of hardware that doesn't need to be replaced. But, out of all the techs that have been to my home, none of them can tell me what the problem is. I have had as many as six or seven trucks in front of my home at once, from plant, fiber and the @home tech. They have replaced my drop, I got a new modem and NIC even replaced the tap three times.
I guess I just want some answers to what the problem might be. If they can't or don't want to fix my connection reliably I would like to know so I can get a DSL line or another kind of connection. The speed of cable is nice, but it is becoming secondary to reliability.
:rotfl: :rotfl: :rotfl: :rotfl:
It either works or it don't work Omar. Besides he said the did that. The trouble is likely a network issue. I had the same crap from @home. Not any more. I fixed mine. Got DSL from Verizon. Never lost sync yet.
fastspaz
06-01-01, 02:20 AM
i got adelphia@home and i'm always connected. (knocking on wood).
therealcableguy
06-01-01, 06:09 AM
Asking @Home for information to reach a local supervisor is fruitless.You are talking to $8 dollar an hour phone tech who is probably reading from a script and they do not have that information.You should be able to call or visit the local office and find the right person to talk to about your problem.Good Luck.
I have been involved in at least 2 service calls that have had 3 or more techs leave the customers house (including myself) with no service. The integrity of the inline from tap to modem is fairly easy to troubleshoot and maintain. This situation sounds like customer service keeps sending techs out because they cant fix the problem which is most certainly thiers.
On one of those multiple tech jobs, I called a higher level tech support and they discovered that the system had this customer assigned to the wrong node. I was the fourth tech to visit that house in which I am sure at least one of the other ones did the same thing I did and they didnt discover it then.
I guess what I am trying to say is that like stated before, most of the customer service people have no idea how the system works and use scripted troubleshooting guides for certain problems.
And the others assume that the account is setup correctly at thier end.
The only thing you can really do is become a pain in the ass to them by calling 10 times a day and maybe someone will step in and find that glithch. good luck
MosDef112
06-01-01, 04:12 PM
*** In response to InHere ***
I understand that, from a general point of view. From a technical point of view, people must understand the complexity of Internet networks at the physical and logical layer, and how often painful it is to hone a problem down to it's root.
RoundEye
06-01-01, 04:20 PM
Calling my local office has been a nightmare of voicemail and unreturned phone calls. Guess I'll have to pay a visit to the local office and be a major pain in the ass. I don't like to be that way, but it looks like I will have to. It's been going on for about a year now, guess I've been the patient customer long enough.
MosDef112
06-01-01, 04:25 PM
At least your ISP is in your town. My DSL ISP's headquarters are in CA!!
RoundEye
06-01-01, 07:48 PM
Originally posted by MosDef112
At least your ISP is in your town. My DSL ISP's headquarters are in CA!!
That's one hell of a cab fare! :eek:
therealcableguy
06-01-01, 10:03 PM
Originally posted by RoundEye
Calling my local office has been a nightmare of voicemail and unreturned phone calls. Guess I'll have to pay a visit to the local office and be a major pain in the ass. I don't like to be that way, but it looks like I will have to. It's been going on for about a year now, guess I've been the patient customer long enough.
Talk about piss poor customer service! You have left messages and have not had your calls returned.You have the right idea.Visit the office and demand satisfaction.The Squeaky wheel gets the grease!
RoundEye
06-02-01, 07:15 PM
Well the tech came out today, now my modem is back in sync. He said he didn't do anything to fix it (after he was on the pole for about twenty minutes). Funny how my modem synced up after he was on the pole checking things out. I reset my modem before and after work all week and it would not sync. Now it all of a sudden syncs after the tech comes by. Now they think it's my modem again. I own my modem, so I rented one from them to see if it loses sync.
The good news is I finally got a supervisor on the phone at the San Diago office.(After a year of bitching :rolleyes: )
He couldn't belive I put up with it for so long (neither can I). So supposably he is going to get to the bottom of this with my local provider, and call me back Tuesday. Guess it's a wait and see game again.
fastspaz
06-02-01, 08:17 PM
you might need to find another isp. like, maybe withing 1000 miles.;)
Do you do any registry tweaks???
If so try it without any tweaks, see if your problems go away
People who tweak their registry manually or with programs often do toooo much with the tweaking that it totally screws up your connection
MosDef112
06-02-01, 10:37 PM
*** In response to fastspaz ***
Yeah.. Definitely. ;) I haven't had to bother with them though. My service has actually been working flawlessly, a total shocker for me since it never really worked when I first got it.
MosDef112
06-02-01, 10:39 PM
*** In response to RoundEye ***
Yeah.. I feel you. I put up with this sort of same situation with Telocity DSL for four months. Many calls, several trouble tickets, two different modems, and one day all of a sudden it decides to work. Of course, they provide no explanation on how they fixed it, after all I'm just a customer. ;)
RoundEye
06-04-01, 09:13 AM
KavMan, I have tried it with/without tweaks. In the past year I have done two formats. Besides as far as I know there are no tweaks that will keep your modem from syncing.
**update** Whatever the tech did/didn't do, worked untill about 11 pm. I tried the new modem and it would not sync either. I then called @home and made sure the new modem was provisioned (it was) and then made another service call for next Saturday. No service all weekend again. What a b!tch.
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