What to do? ISP problems

poorbassist15 · #1 12-29-2011, 07:44 PM

I'm making this post from my phone. Well, I'm at my wits end with my ISP. I have had little to no internet for the past month. I have called them 3 times, and have repeatedly asked for a technican to come to my home and check my cable ( which I did myself several times and saw no problems). Not only have they not even tried to call me to schedule an appointment (it's been 4 weeks ), they have made to effort at all to remedy the situation. At this point, I'm not even sure what to do. Can anyone here help or give suggestions on how to restore my connection ?

Strat-Mangler · #2 12-29-2011, 07:46 PM

Switch ISPs. If they're that uncooperative, why would you want to remain with them anyway? If/when you encounter another problem, you'll have as many troubles attempting to get a tech to visit your home.

Having said that, are you sure you're with cable and not DSL (phone line)? Try another outlet, for one thing.

1958Bassman · #3 12-29-2011, 07:48 PM

Quote:

Originally Posted by poorbassist15

I'm making this post from my phone. Well, I'm at my wits end with my ISP. I have had little to no internet for the past month. I have called them 3 times, and have repeatedly asked for a technican to come to my home and check my cable ( which I did myself several times and saw no problems). Not only have they not even tried to call me to schedule an appointment (it's been 4 weeks ), they have made to effort at all to remedy the situation. At this point, I'm not even sure what to do. Can anyone here help or give suggestions on how to restore my connection ?

Which provider- Verizon, Time-Warner, Comcast, ATT,...?
Which modem- separate from the router, or a one piece unit that does both? List the make and model of your equipment. How many computers- wired, or wireless? Does it work if you connect with an ethernet cable but not wireless? If it's a 2Wire router-modem and it power cycles when you try to use wireless but not when you're wired, I would suspect the power supply adapter (personal experience).

Once the equipment has been defined, correct settings can be determined.

poorbassist15 · #4 12-29-2011, 07:54 PM

Well, to my knowledge, they're the only ones that will provide service out here. And one computer, wired, using software to run a wifi hotspot. It's a single modem, cable, and it's a Motorola SB5101.

Selta · #5 12-29-2011, 08:00 PM

So when you go coax (wall) -> modem, then from the modem RJ-45 to your computer, does you computer work at all? Power cycling the modem does not help at all? Have you pulled the wall jack and checked that? Tried different coax and RJ-45 cables?

poorbassist15 · #6 12-29-2011, 08:06 PM

Quote:

Originally Posted by Ray Salamon

So when you go coax (wall) -> modem, then from the modem RJ-45 to your computer, does you computer work at all? Power cycling the modem does not help at all? Have you pulled the wall jack and checked that? Tried different coax and RJ-45 cables?

Yes. Something that might be of some use is the fact that my TVs, all three, have perfect reception on all channels.

Auzzie-Phoenix · #7 12-29-2011, 08:38 PM

The SB5101 is a good modem, I have the same one.... start backtracking to the wall. Make sure you run the cable to the modem direct, and not through a surge protector, for some reason it makes them act all iffy. Make sure all the coax is tight. Chances are though, it's the junction box, or a cable on a pole in the area that's causing the problem.

If they won't come out and take a look, call them back up and raise hell. Usually if you do nothing but yell at them for 10-15 min. they'll boot you over to customer retention, where you can not only usually get more help (they'll fill out a work order with a tech.) but they'll usually give you a slight freebie upgrade or a small bit off your bill.

poorbassist15 · #8 12-29-2011, 08:49 PM

Our cable is underground, so this should be interesting. I'm paying the office a personal visit soon.

Auzzie-Phoenix · #9 12-29-2011, 08:53 PM

It's only underground until it reaches the nearest junction box or pole. Ours was buried from the junction to the box on the building. If you live where there are landscapers doing yardwork frequently, they might have damaged the sheathing on the cable at some point with a weed whacker... that'd be enough to disrupt the signal for the internet, but not for the tv.

Strat-Mangler · #10 12-29-2011, 09:01 PM

I find it especially interesting that the OP hasn't responded to my suggestion.

Oh well... my fault for trying to help. Carry on.

poorbassist15 · #11 12-29-2011, 09:21 PM

Quote:

Originally Posted by Strat-Mangler

I find it especially interesting that the OP hasn't responded to my suggestion.

Oh well... my fault for trying to help. Carry on.

My apologies. I didn't see your post. I'm fairly sure it isn't my cable. There is no wall outlet, there's a hole in my floor that has a cable running through it. All of these are known good cables. All the spliters I have are less than a year old. I know they're good because all my TVs work fine.

Count_Blah · #12 12-30-2011, 05:49 AM

Even if you think your splitters are good, check them anyway. I had one go bad and couldn't get online at all (and I work from home, so not good) but had perfect reception on all channels. Changed out the splitter.... right back online

Strat-Mangler · #13 12-30-2011, 09:41 AM

Weird you didn't see my post considering it's the 1st reply in this thread.

Having said that, if all the lights on your modem are on, you should be able to browse.

Have you done a ping test? Do you have a valid IP?

poorbassist15 · #14 12-30-2011, 12:12 PM

Quote:

Originally Posted by Strat-Mangler

Weird you didn't see my post considering it's the 1st reply in this thread.

Having said that, if all the lights on your modem are on, you should be able to browse.

Have you done a ping test? Do you have a valid IP?

Trying to load TB on a 3" screen isn't easy, not for me at least.

The modem is working at the moment, I have not done a ping test, my IP is valid. The ISP is sending someone out today.