[Cialug] OT: Cable Modem troubelshooting

jim kraai jimgkraai at gmail.com
Mon Nov 2 18:07:43 UTC 2020 

Interviewing and Prompting were my two favorite units of the Mediacom
Customer Tech Support Tier 1 training

next were Blinkin' Lights Remorse Code, Offline Solitaire, and the advanced
practicum, Musical Theory, Composition of Looping On-Hold Experiences



On Mon, Nov 2, 2020, 11:05 Dave Hala <dave at 58ghz.net> wrote:

> You should always discreetly "interview" the mediacom techs as they are
> troubleshooting. Sometimes you get one that is competent, but it's not
> uncommon to get one that's a little green.  You can "help them help you" by
> asking some subtle, yet strategically placed troubleshooting questions.
> That will go a long way toward getting your problem solved.
>
> On Mon, Nov 2, 2020 at 10:58 AM David Champion <dchamp1337 at gmail.com>
> wrote:
>
> > Resurrecting this thread because... guess what is happening with
> identical
> > symptoms. The MC tier 1 guy wasn't able to fix anything, service call is
> 8
> > days from today. He didn't even know what a "public IP address" is, he
> said
> > the only thing he knows is a 10. for 172. something address, that's all
> > they taught him in MC training.
> >
> > -dc
> >
> >
> > On Fri, May 1, 2020 at 1:32 PM Andrew Denner <linux-list at upeke.com>
> wrote:
> >
> > > 960mb/s should be good enough for anyone
> > >
> > > On Fri, May 1, 2020 at 12:40 PM Scott Yates <Scott at yatesframe.com>
> > wrote:
> > >
> > > > Ya, i was able to push it to around 960mb/s but no further.  Figured
> it
> > > was
> > > > reasonable overhead.
> > > >
> > > > On Fri, May 1, 2020 at 12:37 PM Jeffrey Ollie <jeff at ocjtech.us>
> wrote:
> > > >
> > > > > I purchased the exact same model. Seems fast enough to me. MediaCom
> > > > > _should_ be familiar with it because I'm pretty sure that it's the
> > > exact
> > > > > same model that they tried to get me to rent when I signed up.
> > > > >
> > > > > They may be trying to move DOCSIS 4.0 modems now though. From what
> > I've
> > > > > read DOCSIS 3.1 modems (and/or the upstream head ends) aren't able
> to
> > > > reach
> > > > > the theoretical 10Gbps speeds that DOCSIS 3.1 is supposed to offer
> > and
> > > > > generally can only hit around 950Mbps.
> > > > >
> > > > > On Fri, May 1, 2020 at 12:25 PM David Champion <
> dchamp1337 at gmail.com
> > >
> > > > > wrote:
> > > > >
> > > > > > I bought a fairly nice modem since I didn't want it to be
> instantly
> > > > > > obsolete, have an Arris SB8200, DOCSIS 3.1 modem with the option
> of
> > > > > running
> > > > > > 2 gigabit ethernet ports. Funny that pretty much all of the MC
> > people
> > > > > would
> > > > > > say it's probably not fast enough for the 1gb internet
> connection I
> > > > > have, I
> > > > > > should rent one of their modems, because they aren't familiar
> with
> > > it.
> > > > > >
> > > > > > -dc
> > > > > >
> > > > > > On Fri, May 1, 2020, 12:19 PM Jeffrey Ollie <jeff at ocjtech.us>
> > wrote:
> > > > > >
> > > > > > > It's more than just MediaCom wanting to control the firmware,
> > it's
> > > > the
> > > > > > > whole cable internet industry as it's baked into the DOCSIS
> > > protocol.
> > > > > On
> > > > > > > the one hand, if you have an ISP that cares, they can remotely
> > > update
> > > > > > > firmware to fix security issues (like for the recent Cable
> Haunt
> > > > > > > vulnerability). Most end-users probably never heard about Cable
> > > Haunt
> > > > > and
> > > > > > > probably wouldn't know how to update the firmware anyway.
> > > > > > >
> > > > > > > On the other hand, savvy end users like us lose a measure of
> > > control.
> > > > > > > Especially if we purchased our own modem to save on rental fees
> > and
> > > > to
> > > > > > get
> > > > > > > a better performing device.
> > > > > > >
> > > > > > >
> > > > > > >
> > > > > > > On Fri, May 1, 2020 at 11:10 AM David Champion <
> > > dchamp1337 at gmail.com
> > > > >
> > > > > > > wrote:
> > > > > > >
> > > > > > > > Being a former ISP employee, I get that MC wants to control
> the
> > > > > modems,
> > > > > > > but
> > > > > > > > a huge nerd I also want to be able to control my network
> > devices.
> > > > > > > >
> > > > > > > > They temporarily loaned me one of their combined
> > > modem/router/phone
> > > > > > > > devices, I was like "uh, no". Took it back to them yesterday.
> > > > > > > >
> > > > > > > > -dc
> > > > > > > >
> > > > > > > >
> > > > > > > > On Fri, May 1, 2020, 11:05 AM Jared Brees <
> > fromj2sitsme at msn.com>
> > > > > > wrote:
> > > > > > > >
> > > > > > > > > Moost point since it's working now, but side note - you CAN
> > > mess
> > > > > with
> > > > > > > > > firmware, it just (if applicable) either requires soldering
> > > > > headers,
> > > > > > or
> > > > > > > > > spinning up your own equipment, similar to what Mediacom
> has
> > on
> > > > the
> > > > > > > other
> > > > > > > > > end. Even if you do the 2nd option, that firmware is "gone"
> > as
> > > > soon
> > > > > > as
> > > > > > > it
> > > > > > > > > reboots.
> > > > > > > > > ________________________________
> > > > > > > > > From: Cialug <cialug-bounces at cialug.org> on behalf of
> David
> > > > > > Champion <
> > > > > > > > > dchamp1337 at gmail.com>
> > > > > > > > > Sent: Thursday, April 30, 2020 14:39
> > > > > > > > > To: Central Iowa Linux Users Group <cialug at cialug.org>
> > > > > > > > > Subject: Re: [Cialug] OT: Cable Modem troubelshooting
> > > > > > > > >
> > > > > > > > > After a couple more tech support calls and some help from
> > Chris
> > > > > (who
> > > > > > > > > noticed I was getting a private IP address) I was able to
> get
> > > > them
> > > > > to
> > > > > > > > > register my modem properly and now it works again.
> > > > > > > > >
> > > > > > > > > -dc
> > > > > > > > >
> > > > > > > > >
> > > > > > > > > On Thu, Apr 30, 2020 at 12:16 PM David Champion <
> > > > > > dchamp1337 at gmail.com>
> > > > > > > > > wrote:
> > > > > > > > >
> > > > > > > > > > I plugged into the Arris modem and it does give me a dhcp
> > > > > address,
> > > > > > I
> > > > > > > > can
> > > > > > > > > > get into the modem at 192.168.100.1, I can view the
> > software
> > > > > > version,
> > > > > > > > and
> > > > > > > > > > can see the Event Log.
> > > > > > > > > >
> > > > > > > > > > I may try doing a reset on the modem with the recessed
> > > pinhole
> > > > > and
> > > > > > > see
> > > > > > > > if
> > > > > > > > > > it will work.
> > > > > > > > > >
> > > > > > > > > > Thanks,
> > > > > > > > > >
> > > > > > > > > > -dc
> > > > > > > > > >
> > > > > > > > > >
> > > > > > > > > > On Thu, Apr 30, 2020 at 11:42 AM Jimmy Lela <
> > > > > > > binaryvisionary at gmail.com
> > > > > > > > >
> > > > > > > > > > wrote:
> > > > > > > > > >
> > > > > > > > > >> Dave,
> > > > > > > > > >>
> > > > > > > > > >> You're correct about the firmware, Mediacom controls
> that.
> > > > > Last I
> > > > > > > > knew
> > > > > > > > > I
> > > > > > > > > >> thought you could still access the modem's admin page
> and
> > > see
> > > > > > useful
> > > > > > > > > >> things
> > > > > > > > > >> like TX power and SNR, but it's been a while, they may
> > have
> > > > > locked
> > > > > > > > that
> > > > > > > > > >> down.  Do you get anything if you browse to whatever IP
> > the
> > > > > admin
> > > > > > > page
> > > > > > > > > >> should be at, like 192.168.0.1 or similar?  Actually I
> > just
> > > > > tried,
> > > > > > > and
> > > > > > > > > my
> > > > > > > > > >> modem does respond at 192.168.01 but so far any default
> > > > > > credentials
> > > > > > > > I've
> > > > > > > > > >> tried haven't worked.
> > > > > > > > > >>
> > > > > > > > > >> I've been renting a modem/router from Mediacom too but
> > it's
> > > in
> > > > > > > bridged
> > > > > > > > > >> mode.  I've been looking to buy my own and am leaning
> > > towards
> > > > a
> > > > > > new
> > > > > > > > > Arris
> > > > > > > > > >> SB, I've had good success with them.
> > > > > > > > > >>
> > > > > > > > > >> On Thu, Apr 30, 2020, 11:24 AM David Champion <
> > > > > > dchamp1337 at gmail.com
> > > > > > > >
> > > > > > > > > >> wrote:
> > > > > > > > > >>
> > > > > > > > > >> > Off Topic question:
> > > > > > > > > >> > I have an Arris SB8200 cable modem on Mediacom, it was
> > > > working
> > > > > > > > > perfectly
> > > > > > > > > >> > fine. Last week I started having flaky internet
> > connection
> > > > > > issues,
> > > > > > > > it
> > > > > > > > > >> got
> > > > > > > > > >> > to the point where if I power cycle the modem, I could
> > > ping
> > > > > out
> > > > > > to
> > > > > > > > the
> > > > > > > > > >> WAN
> > > > > > > > > >> > gateway IP address for about 15 to 30 seconds, then it
> > > would
> > > > > > stop.
> > > > > > > > > >> >
> > > > > > > > > >> > The modem had all 4 of the lights lit up normally, no
> > > > > indication
> > > > > > > of
> > > > > > > > > >> > problems.
> > > > > > > > > >> >
> > > > > > > > > >> > After bugging the 1st tier tech support guy at MC he
> > > finally
> > > > > > > looked
> > > > > > > > > hard
> > > > > > > > > >> > enough to confirm that they could see the connection
> > > > dropping,
> > > > > > and
> > > > > > > > he
> > > > > > > > > >> > claimed they couldn't see the modem at all any more
> > after
> > > > > that.
> > > > > > > > > >> >
> > > > > > > > > >> > Tech came out yesterday, said the modem was bad, they
> > left
> > > > me
> > > > > a
> > > > > > > > modem
> > > > > > > > > /
> > > > > > > > > >> > router - Ubee 1301 as a loaner and they're charging me
> > $50
> > > > for
> > > > > > the
> > > > > > > > > >> service
> > > > > > > > > >> > call. I was able to get into the admin on it and turn
> > off
> > > > wifi
> > > > > > and
> > > > > > > > > >> change
> > > > > > > > > >> > the LAN IP, seem  to be working.
> > > > > > > > > >> >
> > > > > > > > > >> > Question is: is there any troubleshooting I can do on
> > the
> > > > > Arris
> > > > > > > > modem?
> > > > > > > > > >> From
> > > > > > > > > >> > what I understand there's no way I can access it or
> > update
> > > > > > > firmware,
> > > > > > > > > or
> > > > > > > > > >> see
> > > > > > > > > >> > if the provider pushed a bad firmware to it, I'm fully
> > at
> > > > > their
> > > > > > > > mercy.
> > > > > > > > > >> Is
> > > > > > > > > >> > this correct?
> > > > > > > > > >> >
> > > > > > > > > >> > Good thing I still have my old Internetsolver / Aureon
> > DSL
> > > > as
> > > > > a
> > > > > > > > > backup.
> > > > > > > > > >> >
> > > > > > > > > >> > -dc
> > > > > > > > > >> > _______________________________________________
> > > > > > > > > >> > Cialug mailing list
> > > > > > > > > >> > Cialug at cialug.org
> > > > > > > > > >> >
> https://www.cialug.org/cgi-bin/mailman/listinfo/cialug
> > > > > > > > > >> >
> > > > > > > > > >> _______________________________________________
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> > > > > > > > > >> https://www.cialug.org/cgi-bin/mailman/listinfo/cialug
> > > > > > > > > >>
> > > > > > > > > >
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> > > > > > > >
> > > > > > >
> > > > > > >
> > > > > > > --
> > > > > > > Jeff Ollie
> > > > > > > The majestik møøse is one of the mäni interesting furry animals
> > in
> > > > > > Sweden.
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> > > > > >
> > > > >
> > > > >
> > > > > --
> > > > > Jeff Ollie
> > > > > The majestik møøse is one of the mäni interesting furry animals in
> > > > Sweden.
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