@home troubles... Anyone know a solution?

[poop]

Here is the deal, our @home connection dies constantly. We can generally hit the reset button on the modem, and everything is ok. The connection light on the modem says we are still online, but no pings or traceroutes work. This would not be a huge deal, but the connection dies about every 15-60 minutes.

Has anyone seen this problem? I called tech support, and they said it was bad power, and I need a UPS. That is crapola. The AC/DC brick is not exactly a high-sensitivity device. We see no power symptoms in any of our other electronics, either. (TV, stero, DVD, 3 computers, etc).

I have tried to call them and work out something, but their tech support sucks. I also only have a cell phone, so the 20 minute hold time cuts into my monthly minutes.

 

[bigbootydaddy]

have you requested chaning the modem??

cause i doubt like the aim/icq keep connections alive options helps with broadband..

 

[MISTER 2 U]

try calling late in the evening.My @home has tech support is open till 11pm.
tell them you need a service truck to come out and fix your prolem.

 

[poop]

Well, they will not replace it until I buy a UPS. How crappy is that.

I just keep telling myself "This is still better than dial-up"

DSL is not in my area....yet. My apt complex is on the list for new lines. Once everyone has DSL access, I think @home will die.

 

[eakers]

yeah you know what i did?
cuz we rent our modem from rogers i unplugged it and plugged it in fast *poof* fried.
two days later new modem.

*kat. <-- against the man

 

[ChrichtonsGirl]

I'm no technical genius, so I couldn't tell you what the problem is, but I had the same thing happen with my modem when I was first hooked up (SURFboard SB2100 Cable Modem, if that helps). Tech support was generally unhelpful until I insisted on speaking to a second-tier tech person immediately - I had a new modem that next day and all has been well since (well, aside from their generally crappy service and server problems all last week).

First-tier @home tech support are basically receptionists, in my ever-limited experience. I knew more about my service than they did, and that's a considerable problem.

There isn't a good time to call them, but this past week has been especially bad for me (I have Charter@home service), but I agree with MISTER 2 U - call really late at night or early in the morning for less wait time. Definitely don't call between 5-8 p.m.

 

[Pepsi90919]

Had the same problems. Your line signal is probably very borderline (you can't measure this from TV reception) or you are too far from the node.

What modem are you using? I was using COM21s before they switched me to a Samsung to remedy the problem (better electronics inside that can handle the distance I am - 51km - from the connection point.)

 

[LeStEr]

I have the same problem as well....only i have a samsung! Im soo mad at @home these days though, seems like they cant provide me with a stable connection anymore!!

 

[RGN]

Get to tier 2 support. They should be able to help you.

 

[lotust]

sorry to be short. But get a new provider!!!!!! i cant belive all the bad stuff I hear about @home

 

[unclebud]

did you type in @home over in search in ghardware already? i see seven threads there. i got to go to midtown

 

[Wik]

@home tech support really does suck. They do not care about your service and will give you the run around as much as they can. Level 2 support should get you farther. Also ask for the number of the Customer Service Manager and call that number twice a day leaving a message about the problem. After a day or 2 of this you should be getting a truck rolling to come replace the modem. I have had to call the CS manager to get some problems fixed at my house and also had to do the same when my parents had problems at their house.