This story began in January, when I was cleaning my office and rearranging its spaghetti nest of wires. I noticed the cable modem that I pay Time Warner Cable $7 per month for and it dawned on me that I could save that fee by buying my own modem.
So I bought an ARRIS/Motorola SB6121 Surfboard, much like the one Time Warner uses, from Staples for about $60 and returned the rented unit.
The new modem requires registering its MAC number, so I called Time Warner to provide the information. The modem worked for a day and then wouldn’t connect; a second call to Time Warner to re-register solved that problem. I was pleased to be saving the monthly fee, as inconsequential as the savings were, but more than that, finding a way to fight back at the cable industry’s continuously increasing fees.
But a couple of days later, I noticed that the modem would disconnect from the cable network and I’d be unable to reach the Internet. The outage lasted for a minute or two, then the modem would reset itself and work again. The power never went out, just the connection. Over the next few weeks when it became more of an annoyance, occurring from five to 10 times a day, so I finally called Time Warner.
The cable guy checked the signal at the modem and found it to be a little weak. He went outside and replaced a splitter, and thought that was the cause. He also checked the modem and said it was on Time Warner’s approved list. But the problem still continued.
Another visit from another cable guy, who thought the problem was caused by my sending too much data. He wasn’t more specific other than to say I must be sending videos or someone else is accessing my network and doing that, even though I never send videos. But I reset my passwords to increase security.
Still the problem continued and seemed to get worse. Every afternoon it would fail several times an hour.
Another call, another visit. This time the cable guy replaced the wiring from the light pole on the street to the house. No change; drops continued.
I then thought it could be a result of a defective modem, so I exchanged it at Staples, reregistered it, and really hoped it was the cause. But, still the problem continued. I contacted the modem manufacturer and the customer support person looked at all of the hidden diagnostics for the modem on my computer, and assured me it could not be the modem, and must be a problem with the cable signal failing.
Just to be sure that my house voltage wasn’t a problem, I bought a backup power supply (UPS) for $150 that eliminated any voltage fluctuations, should they exist. But the drops continued even with the replacement modem.
You can imagine how annoying this was becoming — several months of intermittent outages with no idea of the cause. I was really getting annoyed at Time Warner. Why couldn’t they fix this and why should it take so long to figure it out? I began looking for other Internet services, but all I could find that served my neighborhood was AT&T’s U-verse service, which had lower connection speeds and just fair reviews.
I called Time Warner once more and reached a supervisor, Bob, who was sympathetic but equally baffled. He came to my home with a three-man crew to test everything that could be tested, going from room to room, wherever there was a TV. They measured every connection, checking the data going out and coming in, working for three hours.
They found that that something was emitting noise from inside my home out to the main cable line and looked for the cause of it. They checked the wiring from the connection at the telephone pole to the house, along the walls, in the attic and in the crawl space beneath the house. They crawled into spaces that were never meant for humans. They found a corroded connection in the crawl space that had likely been sitting in the dirt for years. They replaced it and the noise on the line was eliminated.
Could this have been the cause? We all were hoping. Bob said he’d check in with me every day, and true to his word, he did. The first day there was no dropping of the Internet. I was cautiously optimistic. But then the next day there was one occurrence, and the next day more. A week later it was clear that the problem was still unsolved.
When I spoke with the Bob and his partner Mark, both seemed as frustrated as I was and suggested they replace my modem with one of theirs. Sure, why not? And it was done the next day.
Again he called every day to see if the problem was solved.
A day went by with no dropouts; a second day and a third. It’s now been three weeks and my connection has never gone down. Yes, the problem appears to be finally solved, six months from when it began. And it was the modem I had installed.
The moral of this story? Leave well enough alone and beware of unintended consequences, particularly when you tamper with technology that’s working. That elusive $7 savings was not worth the aggravation it caused or the money that I spent on the back-up power supply. But I do have much more respect for Time Warner and the problems and people they deal with.Read More...