Forum Thread

TWC Webstar Cable Modem Issues

house kitten 6,899 October 21, 2010 at 09:12 AM
I have a webstar modem model DPC2100R2 provided by TWC and it has been giving me problems for the alst 2-3 months. So much so I dumped my netgear router and went with an ASUS 520GU running tomato.

I thought it was a router issue but now that I am sitting in front of the modem and getting a message that internet explorer can not connect. I notice that my send and receive lights on the modem are not flashing. This happened last year and when I called TWC I was given all kinds of reasons but none that worked for me. Of course by the time the technician came on the line it was again working (when it goes out it is for 5 minutes or so at a time). I aske dher to check my modem log and she decided she would send a technician to look at it. When he got here it was for less than 30 seconds. He said all he needed to do was to turn the router up.

I am interested in creating my own logs so I can show them I am having issuses. Any ideas on what to do and how to do it?

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Joined Jul 2005
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#2
you should be able to log into the modem. i had issues with a tw modem and they replaced it. you just have to be persistent.

http://192.168.100.1/
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#3
Quote from dayv View Post :
you should be able to log into the modem. i had issues with a tw modem and they replaced it. you just have to be persistent.

http://192.168.100.1/
I can but this is what I get:

This feature is not enabled.
This feature has not been enabled in your cable modem.

Please contact your data services provider for more information about this feature and its availability on the network.

To exit this page, click on the "Back" button on your browser tool bar to return to the previous page or click on the "System" link above.
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#4
take the twc modem to your twc customer service center and exchange it.

if the cable line form the utility pole to your house runs through the air, the wind whipping it around may have caused hairline cracks in copper line in the center of the cable. daytime heat and wind can cause these hairline cracks to expand and cause the modem to loose its signal.
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Last edited by greenmeansgoooo October 21, 2010 at 09:47 AM
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#5
I don't think that there is any problem with your modem or router. This sounds exactly like what I went through for a few months until I finally convinced them to send their MRU (multi-residence unit) team out to repair the wiring. On the really bad days I would lose internet access for about 2 minutes 3 or 4 times an hour. You may be able to use the tips here [borfast.com] to access the admin features of your cable modem.

The first time I called, they messed up the appointment and no one ever actually showed up at my apartment, the next time I scheduled an appointment I made sure to check it a few days before. The technician that came out of course came during a time when there was no connection problem. He hooked his little box up to my cable jack and said everything looked fine and was getting ready to leave when I asked him if he had actually done anything that may have helped fix any problem. When he told me no, I said that I wasn't willing to accept that and the next time I experience a problem I would just switch to Uverse. In my area, any mention of Uverse pretty much scares the heck out of TWC. I offered to show him the logs on the cable modem showing the numerous connection failures, but he didn't need to see it. He then did some more tests then said that the wiring in my apartment was old and smaller gauge than they would install today. He said that he would schedule an appointment for the MRU team to come out and replace the wiring in my apartment.

Of course, he never scheduled an appointment, so I had to call TWC again and request that the MRU team come out and replace the wiring. When the MRU team came, they never entered my apartment, but instead did some work on the wiring at the cable box. They told me that they replaced the wiring and connections to the building and insulated it with foam to prevent water from getting in and messing it up. Whatever they did seems to have helped as I have had very few problems since then.
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Last edited by dhc014 October 21, 2010 at 09:56 AM
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#6
Quote from greenmeansgoooo View Post :
take the twc modem to your twc customer service center and exchange it.

if the cable line form the utility pole to your house runs through the air, the wind whipping it around may have caused hairline cracks in copper line in the center of the cable. daytime heat and wind can cause these hairline cracks to expand and cause the modem to loose its signal.
I had this problem last year and it was fixed when he came and entered setup and boosted the power on something. He went to fast for me to see. The cable enters my home from the pole which is about 20 feet away. The wiring in my home is new.
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#7
Quote from dhc014 View Post :
I don't think that there is any problem with your modem or router. This sounds exactly like what I went through for a few months until I finally convinced them to send their MRU (multi-residence unit) team out to repair the wiring. On the really bad days I would lose internet access for about 2 minutes 3 or 4 times an hour. You may be able to use the tips here [borfast.com] to access the admin features of your cable modem.

The first time I called, they messed up the appointment and no one ever actually showed up at my apartment, the next time I scheduled an appointment I made sure to check it a few days before. The technician that came out of course came during a time when there was no connection problem. He hooked his little box up to my cable jack and said everything looked fine and was getting ready to leave when I asked him if he had actually done anything that may have helped fix any problem. When he told me no, I said that I wasn't willing to accept that and the next time I experience a problem I would just switch to Uverse. In my area, any mention of Uverse pretty much scares the heck out of TWC. I offered to show him the logs on the cable modem showing the numerous connection failures, but he didn't need to see it. He then did some more tests then said that the wiring in my apartment was old and smaller gauge than they would install today. He said that he would schedule an appointment for the MRU team to come out and replace the wiring in my apartment.

Of course, he never scheduled an appointment, so I had to call TWC again and request that the MRU team come out and replace the wiring. When the MRU team came, they never entered my apartment, but instead did some work on the wiring at the cable box. They told me that they replaced the wiring and connections to the building and insulated it with foam to prevent water from getting in and messing it up. Whatever they did seems to have helped as I have had very few problems since then.
I was able to get into the modem using your link, under logs I see this:

Time Level Description
Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response.
Wed Oct 20 10:27:57 2010 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
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#8
bring modem back to store and ask for replacement or buy your own and save,try pluging directly into modem to see its not modem is router or modem over heating unplug both turn on modem then after minute turn on router,then turn on computer is router bridge turn on always conected
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#9
Quote from house kitten View Post :
I was able to get into the modem using your link, under logs I see this:

Time Level Description
Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response.
Wed Oct 20 10:27:57 2010 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Bad modem or bad connection from modem to TWC's first hop.

During "ranging" the modem should up it's transmit power until it syncs.
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#10
Quote from cvbn View Post :
bring modem back to store and ask for replacement or buy your own and save,try pluging directly into modem to see its not modem is router or modem over heating unplug both turn on modem then after minute turn on router,then turn on computer is router bridge turn on always conected
I would agree with only part of this. Take it back to the TWC office and get a replacement. Just say support told you to do this and they wont ask any questions.

With TWC you do not rent the modem it is provided to you so buying your own would just be a waste of money.
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