[Cialug] OT: Cable Modem troubelshooting

Mon Nov 2 18:15:02 UTC 2020

I haven't had to call CL support much lately, but in previous job I had to
call them sometimes multiple times daily. They always had the worst hold
music, distorted and on a very short loop, drove me bonkers. And their Tier
1 team was also horrible.

My usual method is to hang up and call back in a while, play the Tier 1
tech lottery and hope I get the one that knows something and / or cares
enough to find out how to fix things.

-dc

On Mon, Nov 2, 2020 at 12:08 PM jim kraai <jimgkraai at gmail.com> wrote:

> 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
> > > > > > > > > > >> >
> > > > > > > > > > >> _______________________________________________
> > > > > > > > > > >> Cialug mailing list
> > > > > > > > > > >> Cialug at cialug.org
> > > > > > > > > > >>
> https://www.cialug.org/cgi-bin/mailman/listinfo/cialug
> > > > > > > > > > >>
> > > > > > > > > > >
> > > > > > > > > > _______________________________________________
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> > > > > > > > > > Cialug at cialug.org
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> > > > > > > > > >
> > > > > > > > > _______________________________________________
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> > > > > > > > >
> > > > > > > >
> > > > > > > >
> > > > > > > > --
> > > > > > > > Jeff Ollie
> > > > > > > > The majestik møøse is one of the mäni interesting furry
> animals
> > > in
> > > > > > > Sweden.
> > > > > > > > _______________________________________________
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> > > > > > > >
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> > > > > > > https://www.cialug.org/cgi-bin/mailman/listinfo/cialug
> > > > > > >
> > > > > >
> > > > > >
> > > > > > --
> > > > > > Jeff Ollie
> > > > > > The majestik møøse is one of the mäni interesting furry animals
> in
> > > > > Sweden.
> > > > > > _______________________________________________
> > > > > > Cialug mailing list
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> > > > > >
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> > > > >
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> > >
> >
> >
> > --
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