Charter Cable Broadband Support Problems

Charter Cable Broadband Support Problems

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Subject Author Date
Charter Cable Broadband Support Problems silverfishbookstore 08-31-2005
Posted by Raldolpho on September 3, 2005, 6:54 am
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Just found the booster at Buy.com for $37.99 with Free Shipping.
Newegg has it for $44 including shipping and 43.44 at Amazon. All
without rebates.


>Hey check this Motorola website. It will tell you your cable signal
>level and all kinds of other stuff like modems errors.
>
>http://192.168.100.1
>
>Click on "Signal" to check your signal levels.
>
>Also, Motorola sells a cable signal booster that people on the
>CircuitCity.com website have reviewed as excellent (which is where I
>got the website above). It is on sale now for $79.99 (normally $99)
>plus a $30 rebate for a final cost of $49.99. Lots of good reviews.
>Increases the signal up to 32 times and rated for 15 Db gain.
>
>One guy checked his signal at the website above without the booster
>and it was -17Db. When he put the booster in his signal was -2Db for
>a 15Db gain as the booster is rated.
>
>http://www.circuitcity.com/rpsm/oid/44964/rpem/ccd/productDetailReview.do#tabs
>
>or http://tinyurl.com/exoc8
>
>I may pick up one of the boosters as I have several splits in my house
>and picture is degraded at some TV's.
>
>Hope this helps.
>
>
>On 31 Aug 2005 06:46:57 -0700, silverfishbookstore@hotmail.com wrote:
>
>>In my experience, Charter Communications has the worst broadband, cable
>>internet service of any company I've ever dealt with. Their tech
>>support has been lousy. I just moved into a new apartment and the only
>>cable broadband available in the area was from Charter. From day one
>>the service has been terrible. My supposedly "always on, always
>>connected" Motorola SURFboard SB5120 cable modem has to be reset 50
>>times a day because the cable signal is too weak to keep a connection.
>>I've even had a Charter technician sent to my home to try and fix the
>>problem to no avail. He simply replaced the cable running into my house
>>and tweaked something on the line outside. Before he left, the
>>technician assured me that he would call me the following Monday to
>>check and see if what he did helped fix the problem. And, of course, he
>>never called and the problem is still going.
>>
>>So, in frustration I've had to call Charter back several more times.
>>This last time, the support person told me that my cable modem was
>>probably going bad and that I would have to purchase a new one. I told
>>him that this was ridiculous because I just paid $75 for the one I have
>>and it's only 6 weeks old. What a rip-off! Charter expects me to buy
>>another expensive modem within 6 weeks of service. I think I'm going
>>to try DSL and give up on Charter Communications once and for all.
>>I'm very disappointed in their service.



Pure Networks
Posted by $Bill on September 3, 2005, 2:33 pm
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Raldolpho wrote:
> Hey check this Motorola website. It will tell you your cable signal
> level and all kinds of other stuff like modems errors.
>
> http://192.168.100.1

That's not a website, that's your modem. Each modem has a small built-in
webserver to display status etc.


Posted by Raldolpho on September 4, 2005, 2:23 pm
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wrote:

>Raldolpho wrote:
>> Hey check this Motorola website. It will tell you your cable signal
>> level and all kinds of other stuff like modems errors.
>>
>> http://192.168.100.1
>
>That's not a website, that's your modem. Each modem has a small built-in
>webserver to display status etc.

Oh okay, cool. Thanks.


Posted by on September 6, 2005, 9:16 pm
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I contacted Motorola and they were more than happy to warranty and
replace the cable modem at no cost to me (except shipping of course).
It arrived a couple of days ago and I haven't had any connectivity
issues since swapping the modem out. I guess the modem was bad all
along, but that still doesn't excuse Charter from trying to con me into
buying a second modem from them at full retail cost when my existing
modem wasn't two months old.

The Motorola technician had me check my modem power levels and logs.
They showed the following:

Downstream
Signal to Noise 32db
Power Level -7 dBmV (she said it should be between -15 and 15)

Upstream
Power Level 31 dBmV

I also had 12 Priority 3 Critical Errors: No Maintenance Broadcasts for
Ranging opportunities received - T2 time-out

I must say that I'm very pleased with Motorola's technical/customer
support service. They were a lot more accommodating that Charter.
That's for sure!

BTW. I'm speaking of Charter's service and support in the
Knoxville/Chattanooga TN area.



Posted by Ron Hunter on September 7, 2005, 2:56 am
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silverfishbookstore@hotmail.com wrote:
> I contacted Motorola and they were more than happy to warranty and
> replace the cable modem at no cost to me (except shipping of course).
> It arrived a couple of days ago and I haven't had any connectivity
> issues since swapping the modem out. I guess the modem was bad all
> along, but that still doesn't excuse Charter from trying to con me into
> buying a second modem from them at full retail cost when my existing
> modem wasn't two months old.
>
> The Motorola technician had me check my modem power levels and logs.
> They showed the following:
>
> Downstream
> Signal to Noise 32db
> Power Level -7 dBmV (she said it should be between -15 and 15)
>
> Upstream
> Power Level 31 dBmV
>
> I also had 12 Priority 3 Critical Errors: No Maintenance Broadcasts for
> Ranging opportunities received - T2 time-out
>
> I must say that I'm very pleased with Motorola's technical/customer
> support service. They were a lot more accommodating that Charter.
> That's for sure!
>
> BTW. I'm speaking of Charter's service and support in the
> Knoxville/Chattanooga TN area.
>
Charter service (and probably that of other cable companies) varies
quite a bit around the country. Ours is good, at least right now.


--
Ron Hunter rphunter@charter.net


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