Sympatico Disconnects

[Bob Dobalina]

I am running Windows XP with a Network Anywhere router connected to Sympatico. The router has the latest firmware update.
Whenever my Sympatico IP changes, my router gets disconnected and I have to unplug the router to connect again. This has been happening since mid August. Unfortunatly my IP changes quite frequently. Today it has changed 9 times already. Sometimes it changes five or six times an hour. If I am lucky I can keep an IP for 36 hours before it changes and I am disconnected.
I have called Sympatico and they say it is my router settings. I have been with Sympatico for two years before this started happening and have not changed the settings at all.
Sympatico has said that it is strange that my IP changes so often but they refuse to check any further. Their solution is for me to buy the modem/router from them for $70.00 but they cannot guarantee I will not have the same problem.

Does anyone else have this proble or a solution ?

[Frogy]

Have you checked in your local area connection, properties, TC/IP connections/properties and see if you're set to obtain and IP address automaticaly.

[Bob Dobalina]

Have you checked in your local area connection, properties, TC/IP connections/properties and see if you're set to obtain and IP address automaticaly.

Yes I have three computer wired and one wireless connected. They are all set to obtain an IP automaticaly.
Sympatico went through all the settings on the PC's and they were fine.

[Frogy]

Why do they say that if you buy their router/modem that they won't guaranteed the connection?

[Bob Dobalina]

Why do they say that if you buy their router/modem that they won't guaranteed the connection?

I have no idea why they said that but that is what I was told by two Sympatico tech's. They advised me to buy the modem/router beacause they will support it but if I keep geeting frequent IP changes and disconnects there is nothing they can do.
I am very leary about getting the modem because I don't want to be stuck with it if the problem persists.
My only other option is to go back to Rogers.

[Frogy]

That may be so, did you have constant service from them before?

[T_Totler]

Have you spoken to a Tier-2 support tech?. My experience has been that they know a heck of a lot more than the front line support techs.

Each time I've ever encountered a problem, it was never resolved with the front line techs (who just read off troubleshooting flowcharts), but always resolved with a Tier-2 support tech.

[Bob Dobalina]

That may be so, did you have constant service from them before?
Yes I have been with them for two and a half years. The first two years were fine, this problem started in August.

[Bob Dobalina]

Have you spoken to a Tier-2 support tech?. My experience has been that they know a heck of a lot more than the front line support techs.

Each time I've ever encountered a problem, it was never resolved with the front line techs (who just read off troubleshooting flowcharts), but always resolved with a Tier-2 support tech.

The last time I called it was elevated to second tier support and they basicly said the same thing as the front line -"everything is fine from our end" when I asked why my IP was changing so frequently, they said my IP was changing because "their network constantly looked for the best connection and changed IP's accordingly". As I was on the phone with them, my IP changed three times in 15 minutes. The tech admitted that that was strange but would not do any service call or assist in any way.
It seems they are being pushed to sell modems not help customers.

[Swordfish]

I have the modem router from sympatico and mine might disconnect one or two times a day each time I half to reboot my computer to get re connected.

Before I upgraded I had the speed stream 5200 and it used to disconnect frequently it was really annoying.

Have you tried swapping ethernet cards and re installing your ethernet card drivers?

[Bob Dobalina]

I have the modem router from sympatico and mine might disconnect one or two times a day each time I half to reboot my computer to get re connected.

So i guess getting the modem/router will not help me then.

I have reinstalled the eternet card drivers at Synmpatico's insistance but it has done no good whatsoever.

It looks like Mr. Rogers will be getting my business again

[T_Totler]

Yes I have been with them for two and a half years. The first two years were fine, this problem started in August.
Think back. Have you done anything major on your rig since last August? (new downloads/hardware, reformat etc.). It seems strange that all was well until last august.

[T_Totler]

Try this site. Bob Carrick has helped me a few times before. He really knows his stuff. You might want to sign up and post your question there.

http://www.carricksolutions.com/cgi-bin/ikonboard/ikonboard.cgi

[Bob Dobalina]

Think back. Have you done anything major on your rig since last August? (new downloads/hardware, reformat etc.). It seems strange that all was well until last august.

Nothing major when the problem started.I remember having no problems and then on August 13 it started. I remember because it was a Saturday and I was trying to get connected to my network at work and it just kept disconnecting. I called Symaptico right away and wasted about 45 minutes with them on that first call.
I have reformatted one computer and bought one new one since the disconnects started. I have even borrowed another router and tried using a dlink model but it did not help at all.

[Bob Dobalina]

Try this site. Bob Carrick has helped me a few times before. He really knows his stuff. You might want to sign up and post your question there.

http://www.carricksolutions.com/cgi-bin/ikonboard/ikonboard.cgi

I will try that later.

Thanks for the help.

[Frogy]

I'm surprised that they didn't consider the reconnect frequency an issue.

You may need to call a third time and get a different level 2 tech and persue it.

Carrick Solutions is a good site, gotten help there before just by reading.

[Swordfish]

So i guess getting the modem/router will not help me then.

I have reinstalled the eternet card drivers at Synmpatico's insistance but it has done no good whatsoever.

It looks like Mr. Rogers will be getting my business again

Could be one of two things, your modem Is running hot which means its defective, or Bell gave you a bad DSLAM card.

Next time it disconnects call them have them check your line and ask them for a new modem, if its still disconnecting ask them to send a tech out to check your lines

Good luck.

[Bob Dobalina]

I'm surprised that they didn't consider the reconnect frequency an issue.

You may need to call a third time and get a different level 2 tech and persue it.

Carrick Solutions is a good site, gotten help there before just by reading.

I have called them over a dozen times since August and have gotten nowhere at all with any of the tech's. I think they are tired of getting my calls.

[Bob Dobalina]

Could be one of two things, your modem Is running hot which means its defective, or Bell gave you a bad DSLAM card.

Next time it disconnects call them have them check your line and ask them for a new modem, if its still disconnecting ask them to send a tech out to check your lines

Good luck.

I have requested a new modem and was refused. They say there is nothing wrong with the modem according to the checks they do online. When I ask for a replacement, they tell me to buy the modem/router. It is an endless circle dealing with them.
The modem does not appear to be running hot, it is not hot to the touch and is as warm as the router.

[T_Totler]

I have requested a new modem and was refused. They say there is nothing wrong with the modem according to the checks they do online. When I ask for a replacement, they tell me to the modem/router. It is an endless circle dealing with them.
The modem does not appear to be running hot, it is not hot to the touch and is as warm as the router.
Therein lies the problem. There is absolutely no way they can determine and ascertain that it's faulty modem unless they come down to your place and inspect it. If they aren't prepared to do that, the least they should do is send you a replacement modem @ no charge. I think you'll have to elevate that ticket to a supervisor or manager in tech support. That's nuts.

[Bob Dobalina]

Therein lies the problem. There is absolutely no way they can determine and ascertain that it's faulty modem unless they come down to your place and inspect it. If they aren't prepared to do that, the least they should do is send you a replacement modem @ no charge. I think you'll have to elevate that ticket to a supervisor or manager in tech support. That's nuts.

I'll give it another shot. I'll call tomorrow once my IP has changed a couple of times. I'll let you know what their response is.

[Frogy]

Therein lies the problem. There is absolutely no way they can determine and ascertain that it's faulty modem unless they come down to your place and inspect it. If they aren't prepared to do that, the least they should do is send you a replacement modem @ no charge. I think you'll have to elevate that ticket to a supervisor or manager in tech support. That's nuts.


If they're trying to sell him a dsl modem I don't think he bought it from them and hence is not entitled to that service. He has also said that he tried a differnt modem.

I agree with elevating the service level, that's still a lot of ip changes.

[Mischief007]

What if you connect your Bell DSL modem directly to your computer?

Does it still disconnect and change IPs?

[Bob Dobalina]

If they're trying to sell him a dsl modem I don't think he bought it from them and hence is not entitled to that service. He has also said that he tried a differnt modem.

I agree with elevating the service level, that's still a lot of ip changes.

I did not buy a modem at all. I received the Speedstream 5200 when I originally subscribed to Sympatico. Now they want me to buy the modem/router combo.
I can not understand their logic. They say there is nothing wrong with the modem I have and refuse to echange it for a new one. But they tell me to resolve me problem I should buy a modem from them and it might fix everything.

[Bob Dobalina]

What if you connect your Bell DSL modem directly to your computer?

Does it still disconnect and change IPs?

Yes, the first call I made to the service center had me try that.When the IP changed it did disconnect and I had to restart my computer. At least with the router I only have to restart it and not four computers.

[T_Totler]

But they tell me to resolve me problem I should buy a modem from them and it might fix everything.
Almost sounds like the tech support folks are also on a sales quota :hst:

[Bob Dobalina]

Almost sounds like the tech support folks are also on a sales quota :hst:

And that is a "MIGHT" solve the problem, no guarantee.

[Frogy]

I did not buy a modem at all. I received the Speedstream 5200 when I originally subscribed to Sympatico. Now they want me to buy the modem/router combo.
I can not understand their logic. They say there is nothing wrong with the modem I have and refuse to echange it for a new one. But they tell me to resolve me problem I should buy a modem from them and it might fix everything.


That modem has issues just the same. I bought my dsl/modem from sympatico (Speedstreem 6300) for $50 in the spring and have never had issues with it nor the service.

[T_Totler]

Are you on a router Frogy?

[Frogy]

Are you on a router Frogy?

dsl/router I should have said. Seems Bob wants the router and modem seperate for reboot ease.

[Bob Dobalina]

I called Bell on Wednesday and complained,again, about the service. They reluctently agreed to send a tech to solve the problem.
He came today and diagnosed the network and said I needed a new modem. I asked why it took them three months to solve, what sems like a simple probem. He replied that the phone help had a hugh turnover and was inexperienced.
Since the new modem has been installed (since noon) - no disconnects.
Hopefully this is resolved.

Thank you to everyone here for their input.

[T_Totler]

The squeaky wheel always gets the grease Bob :). With these big companies, you have to be persistant. I take it the service call and the new modem will both be no charge??

[Bob Dobalina]

The tech on the phone said that if they came and nothing was wrong with their equipment, I would be charged for a service call, approximatly $125.00, but since there was a problem, there will be no charge for service or modem.

[T_Totler]

Did they replace the modem with the exact same model, or did they give you a different model this time?

[Bob Dobalina]

Did they replace the modem with the exact same model, or did they give you a different model this time?

It is the same modem as last time. They kept pushing me to buy the modem/router and I told the tech that if replacing the modem fixed the problem, I would upgrade and buy the modem/router.