[Cialug] OT: Cable Modem troubelshooting

David Champion dchamp1337 at gmail.com
Mon Nov 2 20:04:22 UTC 2020 

Got it fixed. Talked to another tech, she tried deleting my equipment from
the system adding it again, and it started working, took her about 3
minutes. I suggested they should add that procedure to their Tier 1
training program.

-dc


On Mon, Nov 2, 2020 at 12:15 PM David Champion <dchamp1337 at gmail.com> wrote:

> 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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>> > > > > > > > >
>> > > > > > > >
>> > > > > > > >
>> > > > > > > > --
>> > > > > > > > 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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>> >
>> >
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