A total Stumper

[JackMDS]

BTW, I would not take these Modem/Router Combos for free.

They all are primitive devices.:shocked:

:sun:

 

[KarenMarie]

Originally posted by: JackMDS
BTW, I would not take these Modem/Router Combos for free.

They all are primitive devices.:shocked:

:sun:

At the time... I had limited funds (daughter in college, recently engaged to be married and a house full of animals that I rescued and pay out of pocket for) and I have really bad experience with 4 linksys products over 2.4 years.

Tech support for Motorola has been fantastic. Really. I had a bit of difficulty setting this up and they were wonderful. And with this issue, they are proving to be the same. I called them again today and explained all that has transpired since we spoke yesterday. They did not make my jump thru hoops like a lot of other tech support ppl... do what you have already done, just to get thru their tech screens.... she listened, apologized and escalated me. I will get a call within 24 hours and if they cannot fix it, they will replace it.

If you know of a better set up, let me know... I will look into it. But it is just me as the only user. I have a bunch of systems, and no one else in the house uses them but me.

Finally... the last thing that happened...

As above, I hard wired the linksys modem and all was well. So, I re enabled the wireless... shut down the system, put the Motorola back in, booted up, and came on the internet. I tried the pedigree site I am having problems with and connected just fine. Clicked on one of the links on that page, and the same problem happened. I do get all other sites again, including this one.

So, there is no doubt that it is the modem/gateway.

🙂

 

[Slowlearner]

Please update. You switched to what - a modem (what kind?) and Linksys router OR a Linksys modem/router combo and that fixed this problem?
This counts as a real strange one.

 

[KarenMarie]

Hi slowlearner...

I temporarily hooked up to a plain old Linksus modem. I did this thru a hard wire, obiviously... after disabling the wireless connection. I had no problem getting anywhere.

so, I then disabled the hard wire connection and re-enabled the wireless, rebooted the compter after hooking the Motorola modem/gateway back up.

for a period of about 15 seconds, I had full access. I even connected to the site that I had a problem with for all this time. But as soon as I tried to click a link on the page, the problem was back and I had no access to that site, no matter what I did.

I got a phone call from L3 tech support. Unfortunately, she happened to call me at a time I was out for the day. We discussed the problem and she told me that there is an issue with this modem/gateway of which they are aware but have not yet for a fix. When I told her what site I could not access, she said that it did not sound like the issue they are having since the ip did not end in a 0 anywhere.

She said that she would try to reproduce the issue from the modem/gagteway they had set up in their tech support center and she would call me back when I was home and had access to the modem/router.

 

[Slowlearner]

Ok. Thanks

 

[bsobel]

she said that it did not sound like the issue they are having since the ip did not end in a 0 anywhere.

This is just another variation of the same bug, I would not be surprised if the fix in question took care of this also (still amazed they missed it in QA)

Bill

 

[KarenMarie]

Bsobel....

Man, oh man!!!

Get a call from another tech support yesterday.

She started the conversation by apologizing to me. The tech support computers they use were hit with a virus, so they were all down. 😕 Anyway... I went thru it all again. Telling of the problem. Explaining in detail. Listening patiently to all her thoughts and suggestions and explaining that I have tried it all.

Her response to this was to tell me that she was stumped. And since all the computers there were down, there was nothing she could even look up for me at that time. So, I asked her "Now what?"... she said that she would need to speak to the engineers about the problem, since it is not a software issue and I have tried everything else. I ask when that will be and she says they meet on Thursdays. I say "but today if FRIDAY! Are you saying that I have to wait another week?"!!! She doesnt know what else to tell me.

So, I remain polite but you could hear the displeasure in my voice. I explain to her that this is the FOURTH conversation I have had with this issue and all I have accomplished is to have FOUR different tech support ppl tell me that they will look into it and get back to me. Except for the first level tech who said it would be fixed or replaced. So, she says that she would be happy to replace it for me. Just send it along to them and they would try to ship one out to me within 5 business days and then it will go UPS ground. I ask if they have a policy whereby I give them a credit card and they ship first. She says yes, but under that policy, I would have to pay for shipping BOTH ways. And even then, they still want a 5 business day turn around and they will ship UPS ground.

When I regained my composure, I told her I would wait for the engineers. I told her that I had a bunch of screenshots and two links to tech boards that would explain everything so they did not have to call me up again and have me explain the entire situation again. She gives me her email. I get off the phone, send the email, only to have it bounce back to me. I call the phone number to ask.. WTF!??! and get a voicemail telling me what their office hours are and to leave a message. This was at 4PM and their hours are until 9PM. At 8:50PM she returns my call and gives me the correct address, telling me that the once she gave me earlier in the day is no longer valid. She tells me that since it is so late in the day, she cannot look at the email until Monday. That is IF they get the virus sorted out by then.

I send off the email again.

And here I am.

At this point, I am considering just getting a new set up. Need wireless.

Sheesh!!!

Oh yea... the issue of which they are aware... that is about it... they are AWARE of it. They do not, as of yet, have a fix for it.

:roll:

 

[DaiShan]

Wow what kinda shop lets that happen? They need much better policies over there... Let us know how it turns out.

 

[KarenMarie]

Ok... here is an update....

I FINALLY got a call from the chief engineer. really cool guy.

good news... he was able to reproduce the issue on his modem/gateway.
bad news... not something he had ever seen before.
good news... he wrote a firmware upgrade to resolve the issue.
bad news... he cannot give it to me, as he cannot release it to the public.

he says... and i cannot quote verbatim... that all firmware upgrades go to a third party to testing/ release and then it is up to the ISP to determine whether to utilize it or not. IF...IF, IF, IF.... Comcast decides to release this firmware update... it wont be for MONTHS, if ever.

but he did offer to refund me the money i paid for the modem/gateway. And he did send me instructions to see in DMZ would work for me.