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kantlivelong · September 11th, 2004, 10:19 AM

Below is a logged conversation with one of Road Runners Genius Support Techs(RRGST)...

================================================== ==

Steven S: Thank you for choosing Road Runner Technical Chat. My name is Steven S. May we have the first and last name, and the phone number with the area code of the master account holder?
You: **************
You: **************
Steven S: Thank you, and with whom am I speaking currently?
You: Shawn
Steven S: Thank you, what technical issue may we assist you with?
You: my modem seems to say i am connected while i am not sometimes
You: happend this morning
Steven S: Please explain further.
You: it drops my ip and wont let me grab an ip untill i unplug it
You: it does this randomly
Steven S: So you are experiencing an intermittent connection?
You: yes
Steven S: Are you a Road Runner subscriber?
You: yes
You: road runner basic
Steven S: How long have you had this problem for?
You: a few days now
You: SYNC Timing Synchronization failure - Loss of Sync19:07:12 - 09/02/200410:19:54 - 09/09/20042
You: is one of the errors on the modem
You: it seems to have alot of SYNC problems
Steven S: What time of day do you lose your connection, is there any pattern to when the connection drops or is it random?
You: totally random
Steven S: Do you have cable TV? If yes is there any reception problems like snow or ghosting? If you have a digital TV terminal is there pixelization?
You: no its perfectly clear.. rr installed a seperate line for the modem too... and its clear picture
Steven S: How often do you lose your connection?
You: like i said randomly... could be within 15 mins from the last or a day or more
Steven S: When you lose your connection do you notice if the lights change on your modem?
You: no they remain the same
You: as they should be
Steven S: How do you get your connection back?
You: unplug
Steven S: Which cable modem did we provide you with?
You: RCA DCM-305 i believe...
You: if not RCA DMC-305
Steven S: Please provide the Mac Id from the cable modem please.
You: 00 10 95 5f 44 71
Steven S: Are you running the cable modem directly to the computer?
You: router then multiple pcs... but i have tried it seperately on a few of my pcs..
You: still same issue
You: Started Unicast Maintenance Ranging - No Response received - T3 time-out
You: 127 counts of that
Steven S: Who provided you with the router?
You: rr
You: oops
You: sorry
You: i bought the router
You: linksys router
Steven S: Unfortunately, we only support the cable modem running directly to a computer. Have you tried bypassing your router and then unplug the power chord to the cable modem for 2 minutes?
You: yes but for more then 2 days...
You: its not a router issue
Steven S: As your cable modem lights are not changing at all, we would recommend that you bypass the router and then unplug the power chord to the cable modem for 2 minutes and test your connection further.
You: you should have read what i said before sending that...
You: 2 days
You: same issues
Steven S: We are not experiencing any technical issues at this time, however if you feel it is not a router issue, then you can contact 845-692-6794 or 1-800-431-8878 for further assistance.
You: have you even checked the modem?
You: or did i provice the mac for nothing?
Steven S: We see that you have reset the modem, however the problem is your cable modem is not changing. The lights are not changing in any way.
You: ok well then whats with the SYNC errors
You: and
You: Started Unicast Maintenance Ranging - No Response received - T3 time-out
You: 127 counts of that
Steven S: Where are you receiving this information?
You: cable modem
You: http://192.168.100.1
Steven S: How are you accessing this information?
You: http://192.168.100.1
Steven S: That is a router address.
You: that is the cable modem
You: router is http://192.168.1.1
You: get your facts straight
Steven S: Excuse me?
You: you dont know your facts
Steven S: Please work with me on a professional level and I'll be happy to help you. If not, I'll be forced to discontinue this session. How may we assist you?
You: i am trying to
You: but you dont seem to know what your doing
You: if you do not know the default cable modem address

============================================

After waiting for a response for about 15 minutes i left the chat....

As it you can see i am not the nicest person when they were wrong but this is a support tech... they should know these things......

What do you think of this?

September 11th, 2004, 10:19 AM	#1 (permalink)
kantlivelong Senior Member Join Date: Jul 2003 Location: NY Posts: 771	Road Runner = Dumbos Below is a logged conversation with one of Road Runners Genius Support Techs(RRGST)... ================================================== == Steven S: Thank you for choosing Road Runner Technical Chat. My name is Steven S. May we have the first and last name, and the phone number with the area code of the master account holder? You: ************ You: ************ Steven S: Thank you, and with whom am I speaking currently? You: Shawn Steven S: Thank you, what technical issue may we assist you with? You: my modem seems to say i am connected while i am not sometimes You: happend this morning Steven S: Please explain further. You: it drops my ip and wont let me grab an ip untill i unplug it You: it does this randomly Steven S: So you are experiencing an intermittent connection? You: yes Steven S: Are you a Road Runner subscriber? You: yes You: road runner basic Steven S: How long have you had this problem for? You: a few days now You: SYNC Timing Synchronization failure - Loss of Sync19:07:12 - 09/02/200410:19:54 - 09/09/20042 You: is one of the errors on the modem You: it seems to have alot of SYNC problems Steven S: What time of day do you lose your connection, is there any pattern to when the connection drops or is it random? You: totally random Steven S: Do you have cable TV? If yes is there any reception problems like snow or ghosting? If you have a digital TV terminal is there pixelization? You: no its perfectly clear.. rr installed a seperate line for the modem too... and its clear picture Steven S: How often do you lose your connection? You: like i said randomly... could be within 15 mins from the last or a day or more Steven S: When you lose your connection do you notice if the lights change on your modem? You: no they remain the same You: as they should be Steven S: How do you get your connection back? You: unplug Steven S: Which cable modem did we provide you with? You: RCA DCM-305 i believe... You: if not RCA DMC-305 Steven S: Please provide the Mac Id from the cable modem please. You: 00 10 95 5f 44 71 Steven S: Are you running the cable modem directly to the computer? You: router then multiple pcs... but i have tried it seperately on a few of my pcs.. You: still same issue You: Started Unicast Maintenance Ranging - No Response received - T3 time-out You: 127 counts of that Steven S: Who provided you with the router? You: rr You: oops You: sorry You: i bought the router You: linksys router Steven S: Unfortunately, we only support the cable modem running directly to a computer. Have you tried bypassing your router and then unplug the power chord to the cable modem for 2 minutes? You: yes but for more then 2 days... You: its not a router issue Steven S: As your cable modem lights are not changing at all, we would recommend that you bypass the router and then unplug the power chord to the cable modem for 2 minutes and test your connection further. You: you should have read what i said before sending that... You: 2 days You: same issues Steven S: We are not experiencing any technical issues at this time, however if you feel it is not a router issue, then you can contact 845-692-6794 or 1-800-431-8878 for further assistance. You: have you even checked the modem? You: or did i provice the mac for nothing? Steven S: We see that you have reset the modem, however the problem is your cable modem is not changing. The lights are not changing in any way. You: ok well then whats with the SYNC errors You: and You: Started Unicast Maintenance Ranging - No Response received - T3 time-out You: 127 counts of that Steven S: Where are you receiving this information? You: cable modem You: http://192.168.100.1 Steven S: How are you accessing this information? You: http://192.168.100.1 Steven S: That is a router address. You: that is the cable modem You: router is http://192.168.1.1 You: get your facts straight Steven S: Excuse me? You: you dont know your facts Steven S: Please work with me on a professional level and I'll be happy to help you. If not, I'll be forced to discontinue this session. How may we assist you? You: i am trying to You: but you dont seem to know what your doing You: if you do not know the default cable modem address ============================================ After waiting for a response for about 15 minutes i left the chat.... As it you can see i am not the nicest person when they were wrong but this is a support tech... they should know these things...... What do you think of this? __________________ http://www.petitiononline.com/atipet/petition.html - ATI Petition for Adequate Drivers in Linux Last edited by kantlivelong : September 11th, 2004 at 10:23 AM.