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billyburro
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PostPosted: Mon Jul 13, 2009 4:53 pm    Post subject: Service Dropping - Motorola SB5101 or Linksys WRTP54G Reply with quote Back to top

For the last few months my phone service has been getting dropped a few times every day and only when I reboot both cable and phone router does the services return (only until it drops again). The only pattern I may see is that it has been consistently dropping after incoming international calls from Italy (but I doubt they are related).

I am lost to a solution and rebooting is becoming annoying. Is it Comcast, Vontage or both creating the issue?

I use Comcast (NJ) with a Motorola SB5101 router connected to a Linksys Wireless router provided by Vonage (model WRTP54G).

Help anyone?
thanks
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trekologer
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PostPosted: Mon Jul 13, 2009 8:50 pm    Post subject: Reply with quote Back to top

The lights on the front of both pieces of equipment are your friend here. When connectivity is lost (and I presume its both internet and phone), what lights are ON, FLASHING, and OFF on both the modem and router?
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jay302_99
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PostPosted: Mon Jul 13, 2009 9:05 pm    Post subject: Reply with quote Back to top

trekologer wrote:
The lights on the front of both pieces of equipment are your friend here. When connectivity is lost (and I presume its both internet and phone), what lights are ON, FLASHING, and OFF on both the modem and router?


Also - When you reboot, how are you doing it?

I've found that sometimes the Motorola modems, you need to unplug the power and the coax for a minute or 2. The coax carries just enough voltage for the modem to hold onto the DHCP lease information.

Just another idea to try.
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billyburro
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PostPosted: Tue Jul 14, 2009 7:55 am    Post subject: Reply with quote Back to top

I've begun watching the lights since the frequency of the outage has increased (2 weeks). Once the outage occurs, all lights on the Comcast router lights are green expect 'Online', which is off. In some cases the 'send' light is blinking. On the Linksys router I remember all lights were off except the 'power' light.

The typically routine I would follow once this occurs is unplug both routers and wait at least 2 minutes before plugging in the Comcast Router. I will wait until all lights are green again before plugging in the Linksys router.

Yesterday in this routine the 'online' light to the Comcast router would not light even after multiple attempts, leading me to believe something may be wrong with the Comcast connection. Comcast's phone representative check the connection remotely and found no issues. Of course the issue doesn't repeat itself when the technician arrives.

Thanks for any help.
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trekologer
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PostPosted: Tue Jul 14, 2009 8:54 am    Post subject: Reply with quote Back to top

With the Motorola SB5101 (and all other current Surfboard modems) the three lights SEND, RECEIVE, and ONLINE should always stay lit. When ONLINE goes off, that means that the modem lost sync to the cable company's head end. The blinking SEND light indicates that the modem is attempting to re-establish the send (or upstream path). There are a number of things that can cause this (including but not limited to grounding problems, a bad splitter, signal issues, physical damage to wires). Usually a problem becomes progressively worse--as you have seen.

There is absolutely, positively no way that the Linksys router or Vonage service can cause this, so if the Comcast tech tries to feed you that line don't take it. And of course when the phone rep "pings" your modem they always say you have "fabulous signal" which is another garbage line they are told to spew.

The next time it happens, call Comcast and tell them what the lights are doing and what those lights mean. IE: tell them that the modem has lost its sync to the head end and is trying to re-establish the upstream path. It is something that Comcast will need to fix and the cause of that problem usually causes other problems with cable services (such as picture breaking up on TV), although usually not at first.
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spridel
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PostPosted: Tue Jul 14, 2009 8:30 pm    Post subject: Reply with quote Back to top

I'm running pretty much the same setup in MA - except the modem is a SB5100. I have had no issues with my connection until I purchased a new PC with Vista OS. Now I'm having call quality issues and internet connection issues constantly.

While I'm in agreement that neither the router itself or Vonage are specifically causing this condition, I can't help but feeling that there needs to be a tweak to Vista or the Linksys firmware to overcome the sudden need to reboot all the time. Since the router came from Vonage, I'm turning to them for assistance.

Thanks!
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VonTechMgr
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PostPosted: Tue Jul 14, 2009 9:50 pm    Post subject: Reply with quote Back to top

I think you missed trekologer's point. You did state that the the LED's on the SB-5100 show that Offline was not lit and that all you saw was Send blinking.

These LED's have absolutely nothing to do with anything connected to your modem itself. The Online LED does not come from the computer or router connected to it. This LED corresponds to the physical connection between your modem and the CTMS (Cable Modem Terminations Systems) at your ISP's headend.

If Online shows it is not lit, your modem has lost sync / connection to this headend hardware and nothing in your home (PC/ Router/ PS3, etc..) can cause this. This is caused by faulty modem, exposed or corroded coaxial cable coming into your house from the street, bad splitter or jack, ISP hardware issues.

If Send is the only thing showing constant activity, it is trying to Sync up with the CTMS. If it stays like this for longer then a minute or 2, your modem is having an issue regaining sync with the CTMS.

The only fix is for your ISP to diagnose the cause of lost sync and repair.
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spridel
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PostPosted: Tue Jul 14, 2009 10:06 pm    Post subject: Reply with quote Back to top

Not sure if you're referring to my post or not... I didn't mention anything about the LEDs on my modem, so I'm assuming not.

In any event, though, in my case the issue appears to be an incompatibility in Vista with the router, more so than with the modem and ISP. Even when I'm having issues with my hard wired Vista machine, I can still access the internet with my wireless XP machine on the router. This indicates to me that my issue lies between the Vista PC and the router.

Thanks!
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