Cable Modem Install Part I

[mad1]

AT&T attempted to install a cable modem for me. I ran all the cabling and terminatiog of connectors. The software was installed and the cable modem could not recognize the cable signal. The technician stated that either there was no signal or the signal amptitude was too high. So I suggested that we connect the modem to the cable that comes to the house, still no signal.The tech said that a "DC4" needed to be installed to lower the amplitude of the signal.
So another technician is supposed to call today and troubleshoot the system.
Does anyone have AT&T and used Internet Explorer for their email, I was told that I had to use the AT&T browser for this. A person from the cable install crew told me that the AT&T browser is unrelaible and that he uses Internet Explorer for his email. But the software person told me I had to use AT&T browser if I wanted to use their @home address.

[barry glisson]

Road runner told me I had to use their home page. I use blank or sysopt. Don't sell me something and then tell me I can't modify or customize it. http://sysopt.earthweb.com/forum/smile.gif barry

[jad1097]

No you do not have to use their software. If it is installed uninstall it because the @ home browser is buggy, at least it was for me.

I use hotmail to get my @home mail. All the mail settings you need should be on the work order they gave you. If it is is real simple the mail server is mail for newsgroups it is news. If you want to use hotmail it is a bit different. It will be something like mail.nonono1.no.home.com, it is mail.plus the subdomain address.

[Richie Rich]

Whoever told you that you have to @ home software doesn't know what they are talking about.

I use Outlook express for all my email accounts.

Also, the DC4 splitter is for cable TV. You want the full signal for your cable modem. Once they come to install the splitter, make sure they connect your modem to the TAP side. (Many of these guys that come out don't really understand how everything works) Also, have the guy that comes out check that there is nothing in the line such as filters, cable TV traps, etc. All these items degrade the signal and should only be installed on the out side of the DC4 splitter. The one exception is, there are two noise filters required only if you have the telephony service. (Your telepnone service through the cable. I have this.)

The guy that came to do your install,(They are all sub-contractors) should have had ALL the things needed for a complete install. You didn't need to run anything. My installer put the cable exactly where I wanted without complaining or questions. (After all, it is my house)

The last guy that was here from AT&T mentioned that they are having problems all over the country. It took about 5 days for my modem to sync with the system and flakes out every once in awhile.

Good luck,

Rich

If you still have any questions email me directly, as I may not view this thread again.

[seti]

I don't have to do one thing to connect to @home with WinME.

After the clean install, I was all hooked up. I didn't even enter the computer ID or password.

[This message has been edited by seti (edited 10-23-2000).]

[jad1097]

I had to with ME.

[This message has been edited by jad1097 (edited 10-23-2000).]

[OuTpaTienT]

Do not use AT&T's software. You don't need it at all. You can use whatever program you want (Eudora, Netscape, Outlook, etc) to do your email. You can also use whatever browser you want to surf the web. They will also want you to go through their proxy to connect to the internet. Personally I find the proxy more of a headache than anything. You can bypass the proxy by just setting your browser to "connect directly to the internet."

[BBA]

With ME, all I had to do is set the DNS address, or it would drop connection after about 5 minutes.

As for needing their software...completely ludicrous!

Richie...If it took 5 days to get my modem provisioned...I would be all the way up to their supervisors boss's boss's boss! That would be totally unacceptable for a procedure that takes less than a minute to do!

As for signal amplitude, it is true, if it is too strong, the modem will saturate it's rf circuits and not function, so there is a delicate signal balance necessary, and sometimes, it will only work after a splitter is installed in the line.
BTW: mine has NO filters inline with the cable modem, but has filters going to the TV's from the splitter.

[mad1]

Thanks for all the replys!

The install of the cable,with my 2 year old daughter helping, took about a half an hour.Her only problem was that she insisted that mom would be mad at me for cutting a hole in the wall.My intention for doing this was to reduce the amount of time needed for the install and make sure it was done how I wanted it.
The other technician is supposed to be there soon to attempt to fix the problem.I left a note for him to make sure that I can use Internet Explorer and called my wife and asked her to have him call me when he gets there.

I am only using the cable modem for the internet, using wireless for the home phone.

I will not accept excuses for a delay in the install time, many phone calls will be made.
This should be such a simple process, how difficult can this be?

This reminds me of the software that I downloaded today. The software would not open a file the site stated that it would.Went into the notes for the software and found that the file to be opened had to be digitally signed to work.Then also found out that this is not avvailable yet BUT they will sell you a software program,$1,000, that will do the same thing as the advertised free software.






[This message has been edited by mad1 (edited 10-23-2000).]

[OuTpaTienT]

Some advice for dealing with AT&T techs:

Usually best to just let them do whatever it is they think they need to do. For example, if they want to sit there and install their software and stuff...just let'em. You can undo whatever they do if you want to.

Don't let them leave without finishing the job, or at least get a firm date and time if the job needs to be completely later.

If they give you any grief don't hesitate to ask for their supervisors name and number.

----------------------
other advice:

after you are up 'n' running, go to all the various setup windows (network setup stuff, DNS servers, IP numbers, etc.) and note all the information. Personally I just took screenshots of it all. If you system ever bombs or your settings getted wacked, you'll be able to restore it yourself without having to call AT&T.

Also, they might set you up with a roving or dynamic IP number. You may need to stick with the dynamic IP but it's worth a shot to try and setup with a static IP (if it even matters to you). I've input my IP number as static and it has never changed in 10 months.

[mad1]

Update:
As I was informing the cable company of my opinion of the tech's not showing they called on the other line, this was at 4:30pm.

The tech's came buy and determined the cable form the box to the house was bad, this took about 15 mins with the correct testing equipment, the first tech had none.The techs ran a new cable and I was online within a hour.A "DC4" was not added to the line

Using internet explorer and setting up a hotmal account.

Checked ports and Blackice is working good.

Trying to verify the connection speed.

Thanks everyone for the information!

[mad1]

Update again,
Friday the tech crew came buy again to verify the slow download speed,6kbytes/sec.
Told me problem was before junction box in back yard. Asked how long it will be,72hrs.
It is still not working and it is Monday night.
Have talked to several "professional support' people who continue to want to reschdule a new service call to test my system and waste my time and the companyies money.Maybe if there was a compentent technical person,someone form here,working there the prices would not be so high.
Was told this morning that this file has allready been closed?
I have now recived a bill allready for a very slow system, told them that I am not paying until the system is fully functional.
Asked to talk to a supervisor, told he will call me back in an hour. It is allready an hour and no call.
This is the worst case of "pass the buck" and lets try to find fault at the customers end that I have ever dealt with in customer service.
Next post I hope will be better..............

[This message has been edited by mad1 (edited 10-30-2000).]

[barry glisson]

Good luck it took from june untill october to get road runner straightened out. http://sysopt.earthweb.com/forum/frown.gif barry

[mad1]

Barry,
Until they get this this working right I not paying thema dime.

Thanks

[jman01pa]

Ouch! That is rough. I hope this clears up for you quickly. I have DSL and love it.


J http://sysopt.earthweb.com/forum/smile.gif

[jad1097]

Just a few thoughts.
For now on when you call them record the call and be sure to let them know that you are doing so, if you don't record the call still tell them you are. Keep telling them you are not a beta tester but you are a customer who is not going to pay until you get what you were promised. If DSL is available at a reasonable cost tell them you will give them 10 days to fix the problem if not you will switch to DSL and be sure to do it and let the supervisor know and write letter to @home letting them know the reason. Be sure to file a complaint with your local BBB.

Your speed is unacceptable!

You may want to ask for some advice at this BBS, http://www.speedcorp.net/cgi-bin/ubbcgi/Ultimate.cgi?action=intro , there is a bunch of good stuff there from what I remember reading.