Road Runner Problem

[dan217]

Well here goes. I just moved to a new apt. which upon arriving my road runner did not work. Everything is go on the modem, I have the right signal and tech support says that everything is okay on their end. I formatted my hardrive once I moved here as well. I formatted because my system icon in the control panel was gone and I could not get to the properties when I right clicked on my computer. Road Runner said that they could not troubleshoot without this. Anyways, all of the is done and still I am not able to connect. (Right now I am on dial-up) While installing the RR software it is telling me that DHCP can't assign an IP address. This is all really Japanese to me. A PC tech is coming out on Thursday and if it is a problem with my PC, they will charge me, if it is on their end they will not. I just don't understand why if the modem is working properly and I have the right signal from them, why can't I connect? If anyone has any ideas or suggestions let me know. I would say that it had something to do with the formatting, but it was not working even before the formatting. And when I call them they just walk me through the same old steps over and over again. They just know how to read from a manual and no one really has any real knowledge there. HELP ME PLEASE!!!!!

[MIKEUSING@HOME]

HI Dan,

Do you have the TCP/IP protocol installed and setup properly? I'm not sure if RR uses static or dynamic IP addresses so I can't tell you what the settings should be, but that could possible be the problem. Also how is your connection looking on the cable modem, does the power, cable and pc lights stay constantly lit on the modem?

Mike

[dan217]

I am pretty sure that it has to to with TCP/IP, but I really don't know anything about that. I am not too sure on the static or dynamic part, although I do remember seeing static somewhere. Is there a way that I could try both? The error message that I get is that an Ip address is not able to be released.

[dan217]

Thanks Ken. I am sorry that I did not write this right. After reformatting, I did get the icons that were needed to troubleshoot. Still the TW/RR people don't know what the problem. It is not in their manuals, so therefore they have to send a pc guy out tomorrow. Which I am sure that I will have to pay for because they will claim that it has nothing to do with their end. I will wait for your reply. Also is there anything that you can think of that I should have loaded on the system after I reformatted. My modem is doing fine and they are saying that they are getting the right signal strength and everything. Any help would be great. Thanks.

[dan217]

One more thing Ken, I am using Windows ME.

[Jon]

dan217

Do you have the TCP/IP protocol installed? You can check in your network properties if this protocol is listed. If not add it.

Is your network interface card installed properly?

You should not have to install any software to access road runner.

Make sure you have your nic installed correctly and you have the TCP/IP protocol installed and you should be able to access road runner.

If the above is already done, type winipconfig at the command prompt and see if you are getting a valid ip address.

Are you using the USB ports or a pci nic card?

Jon

[glen4cindy]

Does RR use computer names in the network identification like @home does? I know that when @Home was around, the only way a computer got an IP was by the computer name. Some services use the MAC address of the modem.

Maybe the tech support people just missed that. I have been on service calls that were fixed in just this way.

If your service uses a computer name, it should be printed on a work order that you were given a copy of when the service was installed the first time, or on an informational card that may have been given to you at that time.

Hope this helps!

[dan217]

Yeah the tech came out and to make a long story short everything is fixed. Actually, nothing really had to be fixed. First he checked the network card, then he installed another one. That did not fix the problem and then he had RR reset the modem from their site and that was the problem. Imagine that. I was three days down. Tomorrow I am calling for a refund for the three days. I wonder why it took so long for this to happen. You would think that this would have been the first thing that they tried. I really appreciate all of the assistance. Thanks.