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Technical Support (this Is For Opinions And/or Ideas. Not Really "help")


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#1 ChikChillin

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Posted 11 July 2008 - 11:23 AM

Hello everyone.

A friend of mine is getting the run around a bit from her internet service provider.
They were out on Tuesday working on the wires at the pole.
She had no issue with her internet, or phone, at this time.
She left, went to the store, came home and they were gone.
From that point on, she had no internet.
(They were working on the lines, they were not there on a service call.)

They came back the next morning and "fixed" it.
About an hour later, she had phone issues and internet was out again.

She has been trying to get someone out to look at the wires and see what they may have done wrong.
They're now trying to say that the issue is in her home.

My question...
Is it possible that they could have somehow burned out her modem by messing with the lines outside?
Or could it be that it is just the line coming from the pole to the house that is messed up?

If anyone has any ideas, please feel free to post them up.

Thank you for your time.

Chik

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#2 Animal

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Posted 11 July 2008 - 11:43 AM

"They" is a vague term. Who is "They"? Who is her ISP? Does she have DSL, Cable, or even Dialup? Who was "They" working on the pole. Was it the same person who came out, the second time? There are about as many variables to this as "they's, in your initial question.

For example was it the power company the first time? Then the possible DSL provider? If she has DSL, does she need to reset her modem? Without a more exact sequence of events as to whom did what and what sort of service she has. We are all guessing.

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#3 ChikChillin

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Posted 11 July 2008 - 12:42 PM

Sorry.

"They" refers to AT&T. She has DSL. An AT&T technician was splicing a section of the line.
That same technician came back the next morning and claimed to have corrected the problem with her connection.

Now, AT&T has sent out a different technician, and he is telling her it's not their issue. It's now inside her home.

Thank you.

#4 ChikChillin

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Posted 11 July 2008 - 12:45 PM

Also, since her internet initially went down, the light on the modem was flashing green.

Yes, she has reset it numerous times.

Now, since this new technician has visited, it no longer flashes. It is now solid red.

#5 garmanma

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Posted 11 July 2008 - 03:44 PM

It might be just coincidence. Within the last couple of days there has been an issue with a Microsoft Update and no connection, especially using the Zone Alarm firewall. Check the level in the security settings of the firewall and set them to medium
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#6 ChikChillin

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Posted 11 July 2008 - 07:17 PM

Okay, sorry for the delay.

I just got off of the phone with my friend. She uses Windows Vista and I'm an XP Pro lover.
I am really not sure how to tell her to go about checking, or changing, these settings.

*Update*
AT&T is now saying that they think that they have fried her modem, but she says that it keeps tying to connect.
It would indeed be easier if I could go there and see what it's doing, but she is in another state.

Any more help would be greatly appreciated.
I am on the phone with her now, if you need anymore information.

Thank you again for any help!

#7 ChikChillin

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Posted 11 July 2008 - 07:51 PM

Okay.

We changed the settings. She still has no connection.

We are guessing that it's the modem, or the line, at this point.
AT&T is saying that this is no longer their issue.

I think that she's going to just get a new modem and hope for the best.
But I'm afraid that if they burnt out this modem, the new one may do the same if it is a wiring problem. (?)

Thank you for the help.

If anyone has any other ideas, please let 'em flow.

#8 raw

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Posted 12 July 2008 - 09:18 PM

You didn't mention what steps ATT had you perform.
If you can provide the make/model no. of her DSL modem
it might be possible to view the modem logs.

The bad news straight from the ATT help center.

Power Light Red
POST (Power On Self Test) The LED should be red no longer than 2 seconds. Otherwise this is a device malfunction


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