[NCLUG] my cable modem is still not working :-(

dmiles dmiles at holly.colostate.edu
Mon Dec 10 11:27:19 MST 2001


load your linux box, become root and type "pump"

On Mon, 10 Dec 2001 11:22:36 -0700, Daniel Herrington <danielh at ftc.agilent.com> wrote:
> Well, I have three solid green lights on my RCA DCM-215 cable modem,
> which usually means it's connected and working.  But I can't even ping
> the DNS servers:
> 
> 216.148.227.68
> 204.127.202.4
> 12.242.19.50
> 12.242.19.34
> 
> Does anyone else have this same model of cable modem?  Last week there
> was some talk about the DCM-235 having problems, and it was related to
> MAC address starting with 001095.  Well, mine is a DCM-215, but it has
> the same MAC address prefix.
> 
> I'm getting really frustrated.  I spent over six hours on hold this
> weekend:
> 
> I called yesterday at 2:30pm and held for an hour, decided no one was
> ever going to pick up, so I hung up.  I called back, and the second
> time I waited just over an hour.  (While I was on hold, another call
> beeped in, and it was the automated call telling me my service was
> up.)  Anyway, "Ernie" finally picked up.  He had me try my (wife's)
> Win98 pc directly connected to the cable modem.  I did the "release
> all," "renew all" in winipcfg.  It didn't help.  He said his tool
> wasn't working to allow him to write me a trouble ticket, but that he
> would transfer me to senior tech support anyway.  He transferred me,
> and I got an automated message saying, "We're sorry, we cannot
> transfer your call at this time... click."
> 
> I called back and selected "sales," and surprise, surprise... they
> answered immediately!  I asked the person to transfer me directly to
> tech support, but when she did, it was just back out to the main menu.
> 
> I called again and spoke with a second person in sales, and told him I
> was upset that they could answer their sales phone lines immediately
> but that it took an hour or more for them to answer their tech support
> line.  He made some excuse about not being able to train people in
> three days to do tech support, and I told him to tell his supervisor
> that I was upset about this inconsistency in service.
> 
> I called back at 9:30pm last night, waited for two hours and 15
> minutes (until 11:45pm), and finally gave up for the night.
> 
> This morning, I still don't have anything good to report.  No change
> in symptoms after power cycling the cable modem and the Windows PC
> directly connected to it.
> 
> I'm on hold right now (15 min).  Will it ever end?
> 
> Daniel
> 
> P.S.  Are there reports of _anyone_ being more pleased with the new
> "optimized" 1.5MB/s downstream bandwidth?  The only reports I've heard
> are negative.  (Of course)
> 
> --
> ------------------------------------------------------------------
> Agilent Technologies          Email: danielh at ftc.agilent.com
> 4380 S. Ziegler Road 	      Phone: 970-288-0661
> MS 72			      Fax:   970-288-6580
> Fort Collins, CO  80525-9790  http://members.home.net/daniel.herrington/
> ------------------------------------------------------------------
> 
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