Cable modem question

[steve2470]

I am with Bright House Networks. Last night, my connection went out for 45 minutes, and when I called tech support, the automated message told me that yes indeed, there was a service outage in my area. Within 45 minutes or so, the outage was cured and life was good again. I could browse DU

Within the last 90 minutes, my service went out briefly 4 times for up to 10 minutes each time. I finally got exasperated and called tech support again. The tech rep knew from my records that I'm using my own cable modem (to avoid the monthly fee) and immediately asked if I had contacted Motorola tech support (I'm using the Motorola Surfboard SB6121, which is almost identical to the default modem they give people). I replied no, that I had no need to. She offered to boot me up to Level 2 Tech suppoort, so I said yes please. I got tired of crappy on-hold music after 15 minutes and just hung up. So far, my connection is working *knock on wood*

Question: I really think something is funky on BH's end. However, I'm open to the possibility that my modem is either defective or dying a very slow intermittent death. Feedback please, thanks.

Steve

[cui bono]

1. Have you disconnected it completely from power and network for a few minutes?

If not, I would try that then reconnect and see if it clears up.

Sometimes my modem acts up and that clears it up.

[steve2470]

2. yea I tried that

It's been working fine again now for several hours. Hopefully it was just some weird BH thing. I kept having problems after power cycling it.

[jtuck004]

3. For future reference they most likely store a service history of the signals

to your equipment. The person on the other end can look, and even the person who is on site can pull a network report up on their computer.

Might also take a look here.

http://www.dslreports.com/forum/r28690901-motorola-surfboard-sb6121-log-files-

[steve2470]

4. thanks for that page

I will remember that, yes. I looked at my own log page, and everything looks OK for now.

[madfloridian]

5. I use the router and modem BH supplies.

Then when they need fixing, which happens, it costs nothing. I had lost my wifi for the 2nd time in 2 weeks. They were here the next day with a new router/modem combo as both were getting along in age.

It works for me to use theirs. Less for me to try to fix.

[steve2470]

6. update on saga

Yesterday I kept having intermittent problems with my connection. I finally broke down and called BH Tech Support again. They sent out a technician within a few hours, which I found to be excellent customer service. The guy found that my outside equipment needed a bit of tweaking, but that everything was fine otherwise. Ever since his visit, my connection has been 100% perfection.

I'm glad I don't need a new modem. Yay !