Show Posts

This section allows you to view all posts made by this member. Note that you can only see posts made in areas you currently have access to.

Messages - tccoope

Pages: [1]
1
Internet Support / Re: super slow speed
« on: September 21, 2013, 10:09:36 AM »
Less than a minute after I posted this from my phone, speeds back up to ~15 Mbps.

2
Internet Support / super slow speed
« on: September 21, 2013, 10:05:15 AM »
Experiencing super slow speeds since about 945 this morning. Speedtest.net showing 0.6 Mbps download. Rebooted modem and router and now can't even load up speed test. Internet connection is up though as can ping our Mediacom node and Mediacom DNS servers. Help please!

3
Internet Support / Re: internet out in carbondale
« on: July 13, 2013, 09:10:26 AM »
Thanks for the update! It has gone up and down a couple of times. I'll be patient and let you all do what you need to.

4
Internet Support / Re: internet out in carbondale
« on: July 13, 2013, 08:48:04 AM »
And it just came back up.

5
Internet Support / internet out in carbondale
« on: July 13, 2013, 08:45:36 AM »
Woke up this morning to no internet. My router shows it is getting an IP from Mediacom and I can ping the Mediacom gateway. So this means the problem is outside of my home. Outage?

6
Internet Support / Re: Internet dropping frequently.
« on: February 05, 2012, 09:21:38 AM »
Just wanted to give you an update on our issue.  As of January 3rd, our internet has not dropped out completely once.  We wanted to tell you all here on the forum and Steve the TOS as well, thank you so much for your complete effort to getting our issues resolved!!!

7
Internet Support / Re: Internet dropping frequently.
« on: December 07, 2011, 03:36:57 PM »
Not sure that the TOS has or not.  As mentioned already in this thread the TOS' name is Steve.  While Sam has indeed received three separate phone calls today from three different people. Not one of them said their name was Steve.

All three of them for some reason decided that they needed to ask her if we were still having internet problems.  Not one of them acted as if they had a thorough understanding of our history. Nor did any of them actually attempt to take ownership of the issues and try and set timelines for their completion.  The second one did say they would send a tech out today when they "found out" that our internet had been down since 7pm last night.  Which thankfully they did keep their word on and we saw a tech out about 2:30-2:45ish.

However.... these techs were unaware of any possible network issues (not surprising since they all act clueless).  They once again insisted on checking everything inside of the apartment which is all brand new from you all... with the exception of my 20ft coax that we are forced to use to place the modem in the room we need it in.  They did feel the need to replace this, even though they were told that if we put the modem in the room where the only coax in our apartment is, bypass the splitter, and use only a 3ft Mediacom supplied coax, the problem still exists...

So, where are we now?  Yes the internet is working now, magically it was down from 7pm until 2:30pm, literally came up seconds before the techs knocked on our door... Somehow it went out minutes after a tech was out last night and came up right when the techs got there today, someone leave something unplugged in the node last night maybe?!

We would still like a phone call from Steve, whom has 1 hour to call us this afternoon before 4:30pm.  What Steve, or his boss, need to be prepared to do on this phone call is:

1) explain to us what the known issue in the area is
2a) what their timeline is for fixing it
2b)if it goes past friday at 5pm what their plans are for increasing the priority on getting the issue fixed
3) an explanation as to why it's taken this long.

We also need SOMEONE at mediacom to take ownership of this issue and quit passing the buck.  So far everyone we have dealt with is leaving much to be desired in terms of customer service and owning up to the problem.  I would like to add to the notice of Friday by 5pm that we will be sure there is a post on the consumerist as well as an official complaint to the BBB.  Steve or his boss has the ability to keep this from happening if all 3 of the above criteria are met and he actually, sincerely takes ownership of the issue and keeps us informed on its progress towards being completed. 

Balls in your court Mediacom, do something right for once...

8
Internet Support / Re: Internet dropping frequently.
« on: December 07, 2011, 08:48:43 AM »
Please have them give us a call at the number on the account. Samantha will only be available from 1:30-4:30 today and that is when they need to call.  Any other time will go unanswered and we will not be returning phone calls. It is up to them to contact us when we are available, we're no longer working on Mediacom's schedule.

9
Internet Support / Re: Internet dropping frequently.
« on: December 07, 2011, 07:27:03 AM »
We called in again yesterday morning after the internet went out for the 2nd 40 minute period of the day.  They assigned it to a tech for 1-5 yesterday.  At 5:15 we called to check on the tech and were told that they overloaded the tech due to another tech calling in sick.  At 7 (almost on the dot) our internet went out again.  We called in again and were informed that our ticket had been closed about 15 minute prior to that because the tech didn't find any problems.  Problem is, we DID NOT receive any phone calls from the tech stating he was here or on the way, he DID NOT come to our apartment, nor did ANYONE at mediacom think to check with us before closing the ticket AGAIN. 

This has come to a breaking point now as our internet has not come back up since 7PM last night.  And according to the people on the phone it will be down until they have a tech scheduled to look at the node on FRIDAY!!!

This is unacceptable.  The TOS or their boss needs to call us today.  We need credit for every day of service since we have signed on to mediacom.  You are literally the only game in town or we would never have gone with you in the first place. 

A BBB complaint will be filed if the situation is not resolved permanently by Friday at 5pm OR we actually believe that ANYONE at mediacom gives a damn about their customers.  In order for us to feel that way we need to hear from the TOS personally, if not have them to our door around our schedule.  We're done waiting for techs to show up in your time frames as we both have school and work that we have missed multiple times only for techs to not show up or call. 

Now, your turn. What are you going to do?

10
Internet Support / Re: Internet dropping frequently.
« on: November 30, 2011, 07:26:42 AM »
Well, supposedly the tech came out on Tuesday, but they never showed up at our apartment and never called us, just closed the ticket and said they found nothing.  Not very thrilled with that level of customer service.  For a communication company that's pretty poor communication.

And of course the "found nothing" means nothing was fixed either (not that I actually expected them to since this is obviously bigger than just an issue with us).  Internet has been up and down multiple times in the past 24 hours, just like the days and weeks before that.  We need a call from the TOS today between 1:30 - 4:30.  Call Samantha (Sam) at the number on the account as I will not be available for a call today.   This has gone on long enough and we need some answers as to when a resolution will be done.  It is unacceptable that you haven't even replaced the card in the node, knowing it is rebooting (again per your own NOC). 

As usual, the most recent log file:

 Wed Nov 30 07:16:51 2011      Notice (6)     TLV-11 - unrecognized OID
 Wed Nov 30 07:16:49 2011      Critical (3)     DHCP WARNING - Non-critical field invalid in response.
 Wed Nov 30 07:16:44 2011      Critical (3)     No Ranging Response received - T3 time-out
 Wed Nov 30 07:16:39 2011      Critical (3)     Init RANGING Critical Ranging Request Retries exhausted
 Wed Nov 30 07:16:39 2011      Critical (3)     No Ranging Response received - T3 time-out
 Wed Nov 30 07:16:01 2011      Critical (3)     Init RANGING Critical Ranging Request Retries exhausted
 Wed Nov 30 07:16:01 2011      Critical (3)     No Ranging Response received - T3 time-out
 Wed Nov 30 07:14:55 2011      Critical (3)     Init RANGING Critical Ranging Request Retries exhausted
 Wed Nov 30 07:14:55 2011      Critical (3)     No Ranging Response received - T3 time-out
 Wed Nov 30 07:14:06 2011      Error (4)     ToD request sent- No Response received
 Wed Nov 30 07:14:06 2011      Critical (3)     TFTP Failed - OUT OF ORDER packets
 Wed Nov 30 07:14:05 2011      Critical (3)     Received Response to Broadcast Maintenance Request, But no Un...
 Wed Nov 30 07:13:33 2011      Critical (3)     Started Unicast Maintenance Ranging - No Response received - ...
 Wed Nov 30 07:12:21 2011      Error (4)     ToD request sent- No Response received
 Wed Nov 30 07:12:16 2011      Critical (3)     DHCP WARNING - Non-critical field invalid in response.
 Wed Nov 30 07:12:16 2011      Critical (3)     DHCP FAILED - Request sent, No response
 Wed Nov 30 07:11:53 2011      Critical (3)     Started Unicast Maintenance Ranging - No Response received - ...
 Wed Nov 30 07:11:52 2011      Critical (3)     DHCP FAILED - Request sent, No response
 Wed Nov 30 07:11:43 2011      Critical (3)     DHCP FAILED - Discover sent, no offer received
 Wed Nov 30 07:11:28 2011      Critical (3)     Started Unicast Maintenance Ranging - No Response received - ...
 Wed Nov 30 07:11:24 2011      Critical (3)     No Ranging Response received - T3 time-out
 Wed Nov 30 07:10:36 2011      Critical (3)     Init RANGING Critical Ranging Request Retries exhausted
 Wed Nov 30 07:10:36 2011      Critical (3)     No Ranging Response received - T3 time-out
 Wed Nov 30 07:09:57 2011      Critical (3)     DHCP FAILED - Discover sent, no offer received
 Wed Nov 30 07:09:16 2011      Critical (3)     Started Unicast Maintenance Ranging - No Response received - ...
 Wed Nov 30 07:08:52 2011      Critical (3)     DHCP FAILED - Discover sent, no offer received
 Wed Nov 30 07:08:13 2011      Critical (3)     Started Unicast Maintenance Ranging - No Response received - ...
 Wed Nov 30 07:07:47 2011      Critical (3)     DHCP FAILED - Discover sent, no offer received
 Wed Nov 30 07:07:12 2011      Critical (3)     Started Unicast Maintenance Ranging - No Response received - ...
 Wed Nov 30 07:06:57 2011      Critical (3)     DHCP FAILED - Discover sent, no offer received
 Wed Nov 30 07:06:39 2011      Critical (3)     Started Unicast Maintenance Ranging - No Response received - ...
 Wed Nov 30 07:06:32 2011      Critical (3)     Received Response to Broadcast Maintenance Request, But no Un...

11
Internet Support / Re: Internet dropping frequently.
« on: November 28, 2011, 07:35:09 AM »
The changes the techs made in the amps does not appear to have worked.  We were gone from Thursday until last night so we did not notice if the internet went out over the long weekend, but it has gone out several times since we've been home.

The current event log:

 Time     Priority     Description
 Mon Nov 28 07:34:35 2011      Critical (3)     Started Unicast Maintenance Ranging - No Response received - ...
 Mon Nov 28 07:32:40 2011      Notice (6)     TLV-11 - unrecognized OID
 Mon Nov 28 07:32:39 2011      Critical (3)     DHCP WARNING - Non-critical field invalid in response.
 Mon Nov 28 07:32:32 2011      Critical (3)     No Ranging Response received - T3 time-out
 Mon Nov 28 07:32:24 2011      Critical (3)     Received Response to Broadcast Maintenance Request, But no Un...
 Mon Nov 28 07:31:52 2011      Critical (3)     Started Unicast Maintenance Ranging - No Response received - ...
 Mon Nov 28 07:31:19 2011      Notice (6)     TLV-11 - unrecognized OID
 Mon Nov 28 07:31:18 2011      Critical (3)     DHCP WARNING - Non-critical field invalid in response.
 Mon Nov 28 07:31:06 2011      Critical (3)     Received Response to Broadcast Maintenance Request, But no Un...
 Mon Nov 28 07:30:33 2011      Critical (3)     Started Unicast Maintenance Ranging - No Response received - ...
 Mon Nov 28 07:23:37 2011      Notice (6)     TLV-11 - unrecognized OID
 Mon Nov 28 07:23:36 2011      Critical (3)     DHCP WARNING - Non-critical field invalid in response.
 Mon Nov 28 07:23:33 2011      Critical (3)     Started Unicast Maintenance Ranging - No Response received - ...
 Mon Nov 28 07:23:25 2011      Critical (3)     No Ranging Response received - T3 time-out
 Mon Nov 28 07:23:02 2011      Critical (3)     Init RANGING Critical Ranging Request Retries exhausted
 Mon Nov 28 07:23:02 2011      Critical (3)     No Ranging Response received - T3 time-out
 Mon Nov 28 07:21:59 2011      Critical (3)     Init RANGING Critical Ranging Request Retries exhausted
 Mon Nov 28 07:21:59 2011      Critical (3)     No Ranging Response received - T3 time-out
 Mon Nov 28 07:21:16 2011      Critical (3)     Init RANGING Critical Ranging Request Retries exhausted
 Mon Nov 28 07:21:16 2011      Critical (3)     No Ranging Response received - T3 time-out
 Mon Nov 28 07:20:37 2011      Critical (3)     Init RANGING Critical Ranging Request Retries exhausted
 Mon Nov 28 07:20:37 2011      Critical (3)     No Ranging Response received - T3 time-out
 Mon Nov 28 07:19:52 2011      Critical (3)     Init RANGING Critical Ranging Request Retries exhausted
 Mon Nov 28 07:19:52 2011      Critical (3)     No Ranging Response received - T3 time-out
 Mon Nov 28 07:19:13 2011      Critical (3)     Received Response to Broadcast Maintenance Request, But no Un...
 Mon Nov 28 07:18:40 2011      Critical (3)     Started Unicast Maintenance Ranging - No Response received - ...
 Mon Nov 28 07:16:03 2011      Notice (6)     TLV-11 - unrecognized OID
 Mon Nov 28 07:16:02 2011      Critical (3)     DHCP WARNING - Non-critical field invalid in response.
 Mon Nov 28 07:15:53 2011      Critical (3)     No Ranging Response received - T3 time-out
 Mon Nov 28 07:15:45 2011      Critical (3)     Received Response to Broadcast Maintenance Request, But no Un...
 Mon Nov 28 07:15:12 2011      Critical (3)     Started Unicast Maintenance Ranging - No Response received - ...
 Mon Nov 28 07:09:44 2011      Notice (6)     TLV-11 - unrecognized OID

12
Internet Support / Re: Internet dropping frequently.
« on: November 22, 2011, 06:30:18 PM »
Hello tccoope,

   The name of your Local Tech Supervisor is Steve. We first began correspondence with him on 11-7-11 to look into the area issues your building has been having. Most recently we have sent him an email today to see if there are any new updates available.   Unfortunately I am not allowed to give out contact information for the Tech Supervisor however if you would like for him to contact you I can arrange that.

For now we will be ok as long as we are given regular status updates regarding the work involved in this case.  If it makes it through the weekend and into next week with us still having problem then yes we would very much need Steve to be in touch with us.

13
Internet Support / Re: Internet dropping frequently.
« on: November 22, 2011, 06:03:43 PM »
Hello tccoope,

   I apologize no one has gotten back to you on this. As of right now we are still waiting to hear back from your local Technical Operations Supervisor on this issue.  As soon as we know more about this we will let you know what is being done to resolve it.

Thanks for the quick response MediacomDave.  Just a few questions:

1) What is the name of the local Technical Operations Supervisor?
2) Has the local Technical Operations Supervisor been contacted regarding our problem?
3) What is the local Technical Operations Supervisor's email address? (You can PM me this information)
4) Has someone contacted the local Technical Operations Supervisor today to check for an update on the issue?

I would also really love an outline of Mediacom's processes in response to a customer with ongoing issues.  What is the real process that is completed in order for an obviously bad card on a node to be replaced (please keep in mind this is per YOUR NOC and the field tech here on Saturday).

I would like answers to questions 1-4 ASAP.  We also need to see something from Mediacom to indicate they are actually working on this issue, not just passing the buck like so far it seems to be doing.

14
Internet Support / Re: Internet dropping frequently.
« on: November 22, 2011, 05:33:08 PM »
Have you gotten a chance to pick up a new modem?

I actually picked up a new modem last week before even posting on here (as I referenced to in the original post.)

The problem has not been resolved yet and as I mentioned on Saturday, the tech that was out then said he would be putting a ticket in on Monday for repairs to be done on the node in my apartment complex.  We have not heard back from anyone yet regarding this ticket and after our internet went down for a solid 45 minutes this afternoon we called back to the tech support number and requested a supervisor. 

On this call we were informed that it is mediacom's process that before they will consider it being a network problem we must have called in at least 3 times (currently we're around 6 or 7 times, at least). In addition, we must have had at least 2 techs out.  Both the supervisor we spoke to and the agent on the phone believe it's a problem inside and insisted we must be home for a tech to be out.  Thus dragging this issue out yet another week as the first time we'll be home when you all have an appointment available is next Tuesday morning...

Anyone that knows ANYTHING about networking will be aware by reading my first post alone that there is nothing wrong inside of our apartment.  Yes, the cable from the wall jack to the outside could be bad, though highly unlikely since it was just installed in October.  As were the outside lines... and the Node....

So, long story short, as MediacomTom suggested on Saturday, we need a supervisor working on our case to ensure it is actually being handled in a timely and proper fashion. 

I would like to know what the update is regarding the card in our node being replaced with a new card.  I would like to know the name of the supervisor that is handling our case.  And I would also like updates from Mediacom regarding the case at least every couple of days until this is resolved.  We are trying to be patient, but since my girlfriend's job depends on her having a constant internet connection, our patience will soon be worn thin. 

Once again the logs in our modem are still showing the same error messages indicating a problem OUTSIDE of the apartment. These error messages come along with what has been nearly flawless signal since we got service from mediacom, leading me to believe with an almost certain faith that it is not in the cables but in the node or CO.

Logs:
Time     Priority     Description
 Tue Nov 22 16:42:03 2011      Notice (6)     TLV-11 - unrecognized OID
 Time Not Established     Critical (3)     DHCP WARNING - Non-critical field invalid in response.
 Time Not Established     Critical (3)     SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
 Tue Nov 22 16:05:07 2011      Critical (3)     Received Response to Broadcast Maintenance Request, But no Un...
 Time Not Established     Critical (3)     SYNC Timing Synchronization failure - Failed to acquire FEC f...
 Tue Nov 22 15:44:39 2011      Critical (3)     Started Unicast Maintenance Ranging - No Response received - ...
 Tue Nov 22 13:20:16 2011      Critical (3)     DHCP WARNING - Non-critical field invalid in response.
 Tue Nov 22 13:20:05 2011      Critical (3)     No Ranging Response received - T3 time-out
 Tue Nov 22 13:19:12 2011      Critical (3)     Received Response to Broadcast Maintenance Request, But no Un...
 Tue Nov 22 13:18:39 2011      Critical (3)     Started Unicast Maintenance Ranging - No Response received - ...
 Tue Nov 22 13:10:41 2011      Critical (3)     DHCP WARNING - Non-critical field invalid in response.
 Tue Nov 22 13:10:07 2011      Critical (3)     No Ranging Response received - T3 time-out
 Tue Nov 22 13:09:35 2011      Critical (3)     Init RANGING Critical Ranging Request Retries exhausted
 Tue Nov 22 13:09:35 2011      Critical (3)     No Ranging Response received - T3 time-out
 Tue Nov 22 13:08:36 2011      Critical (3)     Received Response to Broadcast Maintenance Request, But no Un...
 Tue Nov 22 13:08:03 2011      Critical (3)     Started Unicast Maintenance Ranging - No Response received - ...
 Tue Nov 22 07:42:53 2011      Critical (3)     DHCP WARNING - Non-critical field invalid in response.
 Tue Nov 22 07:42:49 2011      Critical (3)     Started Unicast Maintenance Ranging - No Response received - ...
 Tue Nov 22 07:42:37 2011      Critical (3)     No Ranging Response received - T3 time-out
 Tue Nov 22 07:42:22 2011      Critical (3)     Received Response to Broadcast Maintenance Request, But no Un...
 Tue Nov 22 07:41:49 2011      Critical (3)     Started Unicast Maintenance Ranging - No Response received - ...
 Tue Nov 22 07:37:30 2011      Critical (3)     DHCP WARNING - Non-critical field invalid in response.
 Tue Nov 22 07:37:15 2011      Critical (3)     No Ranging Response received - T3 time-out
 Tue Nov 22 07:36:50 2011      Critical (3)     Received Response to Broadcast Maintenance Request, But no Un...
 Tue Nov 22 07:36:18 2011      Critical (3)     Started Unicast Maintenance Ranging - No Response received - ...
 Tue Nov 22 07:32:49 2011      Critical (3)     DHCP WARNING - Non-critical field invalid in response.
 Tue Nov 22 07:32:30 2011      Critical (3)     No Ranging Response received - T3 time-out
 Tue Nov 22 07:32:18 2011      Critical (3)     Init RANGING Critical Ranging Request Retries exhausted
 Tue Nov 22 07:32:18 2011      Critical (3)     No Ranging Response received - T3 time-out
 Tue Nov 22 07:31:32 2011      Critical (3)     Init RANGING Critical Ranging Request Retries exhausted
 Tue Nov 22 07:31:32 2011      Critical (3)     No Ranging Response received - T3 time-out
 Tue Nov 22 07:30:39 2011      Critical (3)     Received Response to Broadcast Maintenance Request, But no Un...

15
Internet Support / Re: Internet dropping frequently.
« on: November 19, 2011, 09:36:50 PM »
We will followup on Tuesday to make sure the tech is in fact taking care of the situation and see what the Supervisor plans to do once he receives the info on Monday. Unfortunately I cannot get immediate contact with him at the current moment to confirm the work needing to be done. I apologize for the delay.

That sounds like a good plan to me. 

I apologize for taking some frustrations out on you all here on the board, its not anyone's fault here and so far you all have been responsive and done a very good job following up. 

I understand the logistics around getting a supervisor involved and definitely don't expect anything from the supervisor this weekend.  I just want to make sure they're aware and that this project gets moving fast and doesn't get wrapped up in a lot of red tape.

Thanks for everyone you all have done so far, again I really appreciate the responsiveness that Mediacom is putting into their forums.

16
Internet Support / Re: Internet dropping frequently.
« on: November 19, 2011, 09:23:40 PM »
Not good.....

 Sat Nov 19 21:04:16 2011      Notice (6)     TLV-11 - unrecognized OID
 Time Not Established     Critical (3)     DHCP WARNING - Non-critical field invalid in response.
 Sat Nov 19 21:03:32 2011      Critical (3)     No Ranging Response received - T3 time-out
 Sat Nov 19 21:03:03 2011      Critical (3)     Init RANGING Critical Ranging Request Retries exhausted
 Sat Nov 19 21:03:03 2011      Critical (3)     No Ranging Response received - T3 time-out
 Sat Nov 19 21:02:18 2011      Critical (3)     Init RANGING Critical Ranging Request Retries exhausted
 Sat Nov 19 21:02:18 2011      Critical (3)     No Ranging Response received - T3 time-out
 Sat Nov 19 21:01:41 2011      Critical (3)     Received Response to Broadcast Maintenance Request, But no Un...
 Sat Nov 19 21:01:08 2011      Critical (3)     Started Unicast Maintenance Ranging - No Response received - ...
 Sat Nov 19 20:51:38 2011      Critical (3)     Started Unicast Maintenance Ranging - No Response received - ...
 Sat Nov 19 20:51:38 2011      Critical (3)     DHCP WARNING - Non-critical field invalid in response.
 Sat Nov 19 20:51:26 2011      Critical (3)     No Ranging Response received - T3 time-out
 Sat Nov 19 20:51:01 2011      Critical (3)     Received Response to Broadcast Maintenance Request, But no Un...
 Sat Nov 19 20:50:28 2011      Critical (3)     Started Unicast Maintenance Ranging - No Response received - ...
 Sat Nov 19 20:43:33 2011      Critical (3)     DHCP WARNING - Non-critical field invalid in response.
 Sat Nov 19 20:43:20 2011      Critical (3)     Received Response to Broadcast Maintenance Request, But no Un...
 Sat Nov 19 20:42:48 2011      Critical (3)     Started Unicast Maintenance Ranging - No Response received - ...
 Sat Nov 19 20:41:54 2011      Critical (3)     DHCP WARNING - Non-critical field invalid in response.
 Sat Nov 19 20:41:48 2011      Critical (3)     Started Unicast Maintenance Ranging - No Response received - ...
 Sat Nov 19 20:41:39 2011      Critical (3)     Received Response to Broadcast Maintenance Request, But no Un...
 Sat Nov 19 20:41:06 2011      Critical (3)     Started Unicast Maintenance Ranging - No Response received - ...
 Sat Nov 19 20:35:05 2011      Critical (3)     DHCP WARNING - Non-critical field invalid in response.
 Sat Nov 19 20:34:59 2011      Critical (3)     Started Unicast Maintenance Ranging - No Response received - ...
 Sat Nov 19 20:34:51 2011      Critical (3)     No Ranging Response received - T3 time-out
 Sat Nov 19 20:34:10 2011      Critical (3)     Init RANGING Critical Ranging Request Retries exhausted
 Sat Nov 19 20:34:10 2011      Critical (3)     No Ranging Response received - T3 time-out
 Sat Nov 19 20:33:13 2011      Critical (3)     Init RANGING Critical Ranging Request Retries exhausted
 Sat Nov 19 20:33:13 2011      Critical (3)     No Ranging Response received - T3 time-out
 Sat Nov 19 20:32:38 2011      Critical (3)     Init RANGING Critical Ranging Request Retries exhausted
 Sat Nov 19 20:32:38 2011      Critical (3)     No Ranging Response received - T3 time-out
 Sat Nov 19 20:32:00 2011      Critical (3)     Init RANGING Critical Ranging Request Retries exhausted
 Sat Nov 19 20:32:00 2011      Critical (3)     No Ranging Response received - T3 time-out

The tech explained that he has had several customers in my apartment complex complaining about internet issues and that he is going to put a ticket in on Monday because they believe the card in the Node needs to be replaced. 

He said that could take weeks to be replaced!!!!  That is insane, my old company would replace cards in nodes several times a day and do it when necessary for situations like this.  So unfortunately this situation is pretty unacceptable.  If it was just the internet effecting us surfing/watching netflix/listening to music, while annoying, it wouldn't be as big of a deal as this is.  My girlfriend who still works for another ISP that is located about 150 miles away, works from home during the week.  She does technical support and if the internet here cuts out, it affects her job.  So basically at this point Mediacom needs to get their act together and get this repaired ASAP, if the card needs replaced there is NO reason why that should take weeks. Put in a ticket, get the tech out, do it Monday. Why is that not possible?!?!

I know we've only been customer's for a month, but at this point I would like to know that a supervisor of some sort is handling our tickets to ensure proper follow through and completion.  If this goes on for another week or two then we will have to climb the ladder until we are getting the service that we pay you for.

17
Internet Support / Re: Internet dropping frequently.
« on: November 18, 2011, 11:13:04 PM »
PM Sent

18
Internet Support / Internet dropping frequently.
« on: November 18, 2011, 10:20:38 PM »
Let me start by saying I am supposed to have a tech at my apartment tomorrow to check on things but am absolutely not expecting them to find any problems here or in my complex.  There are a couple of reasons for that.

1) I have had Mediacom in a couple of different towns over the last 5 years and over that time have learned that the service I can expect from a field technician and the phone tech support is very spotty, and unfortunately is almost always on the poor side.  Usually when a tech is out for problems they replace our equipment, regardless of how many times it has been replaced in the past for the same trouble.  Having worked for an ISP in tech support and NOC work for many years (not Mediacom) I understand that this is what is normally done as it almost always fixes the issue, at least long enough to calm the customer for a few days and let them pay another bill.  The problem is it almost never is the solution for a chronic problem.  So that being said, reason 2....

2) The apartment complex that I live in just was made active for Mediacom services during the third week of October 2011.  As part of this process, Mediacom techs (contractors) installed brand new coax in EVERY unit in the complex.  In addition, due to the size of the complex we have our own dedicated node (going off of the word of the contractor in this case).  So with new network equipment and lines this only leaves me a few likely solutions to my problem. It could be my modem, it could be a coincidentally bad line, a bad port on the node, or most likely a problem between the node and the CO.

During the last several weeks I have gone through several troubleshooting steps on my own and have been able to rule out any of my own equipment and have replaced the modem with one of a different model and still am experiencing the same difficulties. 

With both modems, the event log showed a vast wasteland of error messages whenever the internet would drop.  Here is a copy of the eventlog currently:

 Fri Nov 18 21:25:19 2011      Notice (6)     TLV-11 - unrecognized OID
 Fri Nov 18 21:25:18 2011      Critical (3)     DHCP WARNING - Non-critical field invalid in response.
 Fri Nov 18 21:25:12 2011      Critical (3)     No Ranging Response received - T3 time-out
 Fri Nov 18 21:25:00 2011      Critical (3)     Init RANGING Critical Ranging Request Retries exhausted
 Fri Nov 18 21:25:00 2011      Critical (3)     No Ranging Response received - T3 time-out
 Fri Nov 18 21:23:52 2011      Critical (3)     Init RANGING Critical Ranging Request Retries exhausted
 Fri Nov 18 21:23:52 2011      Critical (3)     No Ranging Response received - T3 time-out
 Fri Nov 18 21:23:04 2011      Critical (3)     Init RANGING Critical Ranging Request Retries exhausted
 Fri Nov 18 21:23:04 2011      Critical (3)     No Ranging Response received - T3 time-out
 Fri Nov 18 21:22:13 2011      Critical (3)     Init RANGING Critical Ranging Request Retries exhausted
 Fri Nov 18 21:22:13 2011      Critical (3)     No Ranging Response received - T3 time-out
 Fri Nov 18 21:21:31 2011      Critical (3)     Init RANGING Critical Ranging Request Retries exhausted
 Fri Nov 18 21:21:31 2011      Critical (3)     No Ranging Response received - T3 time-out
 Fri Nov 18 21:20:56 2011      Critical (3)     Received Response to Broadcast Maintenance Request, But no Un...
 Fri Nov 18 21:20:23 2011      Critical (3)     Started Unicast Maintenance Ranging - No Response received - ...
 Fri Nov 18 21:19:49 2011      Notice (6)     TLV-11 - unrecognized OID
 Fri Nov 18 21:19:48 2011      Critical (3)     DHCP WARNING - Non-critical field invalid in response.
 Fri Nov 18 21:19:47 2011      Critical (3)     Started Unicast Maintenance Ranging - No Response received - ...
 Fri Nov 18 21:19:16 2011      Critical (3)     No Ranging Response received - T3 time-out
 Fri Nov 18 21:19:10 2011      Critical (3)     Init RANGING Critical Ranging Request Retries exhausted
 Fri Nov 18 21:19:10 2011      Critical (3)     No Ranging Response received - T3 time-out
 Fri Nov 18 21:18:22 2011      Critical (3)     Received Response to Broadcast Maintenance Request, But no Un...
 Fri Nov 18 21:17:49 2011      Critical (3)     Started Unicast Maintenance Ranging - No Response received - ...
 Fri Nov 18 21:16:03 2011      Notice (6)     TLV-11 - unrecognized OID
 Fri Nov 18 21:16:02 2011      Critical (3)     DHCP WARNING - Non-critical field invalid in response.
 Fri Nov 18 21:15:59 2011      Critical (3)     DHCP FAILED - Discover sent, no offer received
 Fri Nov 18 21:15:40 2011      Critical (3)     No Ranging Response received - T3 time-out
 Fri Nov 18 21:15:21 2011      Critical (3)     Received Response to Broadcast Maintenance Request, But no Un...
 Fri Nov 18 21:14:49 2011      Critical (3)     Started Unicast Maintenance Ranging - No Response received - ...
 Fri Nov 18 21:10:14 2011      Notice (6)     TLV-11 - unrecognized OID
 Fri Nov 18 21:10:13 2011      Critical (3)     DHCP WARNING - Non-critical field invalid in response.
 Fri Nov 18 21:10:11 2011      Critical (3)     Started Unicast Maintenance Ranging - No Response received - ...

When the signal does drop I have seen my SNR get as low as 32 dB... definitely not optimum but not hypercritical either. 

With the previous modem, which was the netgear cgd24g, in addition to the above mentioned errors, I would also receive the following message: "Network Access: Denied".  This would appear on the Gateway status page when logged in with superuser access (MSO/changeme).  I received a similar message on the Connection page with the line "Connectivity State, In Progress, Not allowed."

Now, since the line between my apartment and the node is brand new, it's possible, though HIGHLY unlikely that line is the problem.  The same goes for any issues at the node.  Having worked in an ISP long enough I understand that they could be part of the problem, although you and I both know that is very unlikely, but I'll entertain the option long enough for the tech to replace the cable and change my port at the node.

This leaves the most likely scenario as a configuration error at the CO, or possible a problem with an AMP on a mainline somewhere, although I really hope mediacom is at least running fiber to their nodes...

So with all this being said, I would really like to give the Mediacom forum moderators a chance as I have honestly heard good feedback regarding the service on here from people I know have had very similar experiences to me with the field techs and over the phone techs.  The over the phone techs that I have spoken to in recent days were not even aware you could log into the modems I have had (192.168.0.1 for the netgear and 192.168.100.1 for the RCA/Thompson).... let alone what any of the messages in the error logs meant.

So, Mediacom Forums, prove me wrong. Show me that Mediacom actually has their customer's best interest in mind and fix my issues permanently, not just long enough for me to pay another bill.


Pages: [1]