Internet Troubles Vid 3 - PING Test During Cable Modem Powercycle

Complete Computer Solutions uses Timer Warner Cable as it's Internet service provider. Periodically (every 1-2 months) the cable modem stops responding. Time Warner Cable has replaced our modem 3 times. The second modem was of a newer design and was dead upon connection/setup. The third was also of the same new design and appeared to function properly. The forth modem is a completely different brand (ZyZEL) than the previous 3 modem's brand (Ambit) and is touted, by several Time Warner Cable representatives, as the best cable modem they provide for commercial customers. Time Warner Cable has checked, rechecked, and replaced cable runs. Our modem simply goes into a nonresponsive state and will NOT return to operation until it is manually power cycled. This presents a huge problem since our entire phone system which uses VOIP (Internet telephone) for all office branches, our web servers for our company website and all of our customer's websites, our credit card processing (again for all branches), and our email servers use this connection in some form to function properly.


In this video, I'm performing a PING test to a network on one of our remote sites through a site-to-site VPN. I'm using the T and W flags so that PING will constantly send ping packets until manually stopped and so that PING will not wait long to send each PING request. Note that all PING requests come back as 'request timed out' during the first segment. During the video I open with a view of PING then I switch to a remote desktop view of our gateway ISA server (You may be able to catch the name at the top middle of the screen as we switch over). You then notice the ISA server is still not recieving packets from the cable modem. Then note the server reporting the WAN interface as being disconnected, and then being reestablished. Shortly afterwards note that the server begins receiving packets from the cable modem. At this time, I switch back to the PING test on the internal workstation. Note the PING test begins receiving replies.

To recap, we have an known repeatable situation where our cable modem simply stops responding to both our servers and Time Warner Cable's system operators (I've had TWC reps verify this a few times). Complete Computer Solutions has used not only seperate cables and network interface cards, but also completely different gateway servers with the same end result. Rebooting our equipment and servers changes nothing. I want to point out that this problem has been persistant for almost 2 years. While Time Warner Cable has given much effort they have yet to give our company a proper solution. We pay approximately $125.00/month for this commercial internet connection, and to add insult it's currently under contract for a little over another year at speeds slower than most residential customers in this area who pay only $45.95. The reason Time Warner cable gives to justify the much higher cost of a commercial account is that outages are handled much faster. IE commercial uptime should be far higher then residential. I've had 6 seperate locations/modems under residentials accounts and NEVER had this much down time.

Category:

Science & Technology

Tags:

• Time
• Warner
• Cable
• Modem
• PING
• Downtime
• Uptime
• ISA
• Server
• Complete
• Computer
• Solutions

[SynchronousChaos]

Are you saying you cannot resolve any hosts via DNS?

[AHMED337]

man plz i have "request timed out" when i ping on my DNS and other pcz on net work work fine

i have "sony vaio fw" plzz help mme

is the lan is not work or what can i do