I've been a start.ca customer for over 6 years and have been very happy with the service and support. Getting this new location connected has really tested my patience in supporting start.ca, especially when competitors are offering some more attractive offers at the moment.
Recently moved to a new location and now having issues getting the connection working. Initial tech visit was fine, cable was connected and the modem plugged in. All light turned on and the tech said I was good to go. I didn't have my network equipment at the time to test the connection but assumed it would be fine as my previous 2 installs went well and no issues. After trying to setup the connection once I had my equipment my router's interface configured to use DHCP wouldn't get assigned an IP, this configuration worked fine with my last start.ca connection with the same model modem.
Called into start.ca support to see if they can determine the issue. Worked with an initial tech in the morning but couldn't pull up the modem's diagnostic page at the time as I didn't have a PC with an ethernet port. Tech said they couldn't see my modem connection attached to my account after several reboot and hard resets. I managed to get the diagnostic page on the modem after the call by setting a static IP on my computer and then connecting to the 192.168.100.1 address. Called into support again and sent 2 screenshots showing the issues, it looks like there are the downlink and uplink channels connected and all the status checks say success. However the the "network access" parameter says "denied". I sent in a screenshot of what I'm seeing to the technician. They said a ticket was submitted with Rogers. Called in again in the evening to check if any updates and was told a ticket was submitted but didn't have the screenshots I sent in attached. It took the technician over 5 minutes to download a single screenshot which didn't really give me confidence in the quality of the network the tech's are using. I was told it would take 24-48 hours for Rogers to respond. So I called in to make sure the correct details were in the ticket to make sure this can be resolved as quickly as possible as I need the internet for work.
It appears to me that there has been some issue with provisioning the account and the modem is denied access when connecting. The channel values appear to give an OK link from the values I've seen. The lack of updates after 36 hours is concerning, I have paid for the internet connection but have zero connectivity, I'm paying for a box with blue LED's at the moment. I know start.ca has it's hands tied but the lack of information and technician's limited ability to troubleshoot is getting frustrating. Especially when I call in and the technician tells me the ticket doesn't have the details I sent in previously. If the wrong information is sent upstream it's only going to delay getting the connection working.
DOCSIS Overview
CM Configuration file name bac10d000106bc4dfb7e1c9e
Network Access Denied
IP Address 7.49.x.x
Subnet Mask 255.255.255.0
Gateway IP 7.49.x.x
DHCP Lease Time D: 00 H: 01 M: 00 S: 00
Downstream Overview
Port ID Frequency (Hz) Modulation Signal strength (dBmV) Signal noise ratio (dB) Octets Correcteds Uncorrectables Channel ID
1 615000000 256QAM 2.600 35.780 67901823 0 0 11
2 579000000 256QAM 3.300 36.387 67901977 0 0 5
3 585000000 256QAM 3.300 36.387 67902172 0 0 6
4 591000000 256QAM 2.900 36.387 67902336 0 0 7
5 597000000 256QAM 2.900 36.387 67902512 0 0 8
6 603000000 256QAM 2.700 36.387 67902686 0 0 9
7 609000000 256QAM 2.700 35.780 67902858 0 0 10
8 279000000 256QAM 5.600 36.610 67903029 0 0 1
9 621000000 256QAM 2.600 35.780 67903161 9 0 12
10 633000000 256QAM 2.700 35.780 67903322 9 0 13
11 639000000 256QAM 2.900 35.780 67903492 0 0 14
12 645000000 256QAM 3.500 36.387 67903636 2 0 15
13 651000000 256QAM 2.800 35.780 67903795 0 0 16
14 657000000 256QAM 3.500 36.387 67903946 0 0 17
15 663000000 256QAM 3.500 35.780 67904109 0 0 18
16 669000000 256QAM 3.100 35.780 67904251 0 0 19
17 675000000 256QAM 4.000 36.387 67904424 0 0 20
18 681000000 256QAM 3.300 36.387 67904566 0 0 21
19 687000000 256QAM 4.100 36.387 67904694 14 0 22
20 693000000 256QAM 3.700 36.387 67904843 21 0 23
21 699000000 256QAM 3.200 36.387 67904987 17 0 24
22 705000000 256QAM 3.900 36.610 67905151 14 0 25
23 711000000 256QAM 3.900 36.387 67905326 18 0 26
24 717000000 256QAM 4.000 36.387 67905491 0 0 27
Upstream Overview
Port ID Frequency (Hz) BandWidth (Hz) Modulation Type DOCSIS Mode Signal Strength (dBmV) Channel ID
1 32300000 6400000 64QAM ATDMA 35.000 3
2 38700000 6400000 64QAM ATDMA 35.000 4
3 21100000 3200000 64QAM ATDMA 33.750 1
4 25900000 6400000 64QAM ATDMA 33.750 2
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