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AT&T DSL Issues

post #1 of 8
Thread Starter 
Sup all. Thanks for taking a look at this, I'm trying to figure this issue out for a client.

He has AT&T DSL at his home, and the DSL Modem / Router that was provided to him finally died, or maybe not. . .

So, he's been having issues for the past week with no internet. He has called, and they did the usual stuff. Reset modem, dns flush on comp, etc etc. Then AT&T finally said, its your modem that's bad. So, there supposed to be sending him a new modem to him, which was supposed to arrive this past Thurs, Feb 17th. Which it didn't so he went out and bought his own at BB. With plans to just return that AT&T one.

So, he did what he was supposed to do to install it. It was one sold as a DIY DSL kit at BB. So, had the simple setup sheets etc. Well, nothing worked, and went threw all the usual calls to AT&T to reset password, because it wasn't accepting it etc. They did line checks, and AGAIN said it was his modem. /sigh

This is where I come in. So, I check all the connections. Checked the filter box that was installed on the wall, tried other outlets with long cords to the DSL modem.

All of which failed for it to even connect to AT&T to even get assigned a IP address.
Then I decide, ok. I'll hard reset the Modem, and let me compare settings in the old AT&T Westell to what this new one has or wants to do. So, I pretty much write down all the settings to compare them.
Woolia! The VPI and VCI aren't matching. There set at 8 & 35 in the old, new was defaulting to 0 & 35. So, changed those up. Set it to Bridge Broadcast and Multicast like the old one.
Now, AT&T is seeing the modem and assigning it a IP. But, I cant get any DNS service to it at all.
The DNS just resolves back to the local IP of the modem, which causes his computer to resolve the same.
Now, I tried the different DNS's. Such as Google's, etc. Which yield no results.
Come to find out, in the modem it had its own Diagnostic page to do ping, traceroute tests. Sweet, tried to ping Google, Yahoo, AT&T etc. Nothing, cant get out period. But, we had a IP from AT&T /sigh.
So, I called AT&T again, to tell them to make sure the MAC address was registered to be active. Which I had already called about before. They tell me yes, its active. So, they do another line test. Say the lines are good, but can't see the modem. But see the IP its been assigned.
At this point, I was getting upset with AT&T. So was my client. We had there "Tech" on speaker phone. So, I said hey, lets check all the settings in the modem, and I want you to verify with me that everything is correct to talk to your network. Upon which the "tech" said, "I cant do that sorry" and hung up on us.

I'm at my wits end here. I'd like to get this resolved for him tomorrow, or Monday the latest. But he said if the new AT&T modem comes in, we'll try that. Which if it suddenly works, my only thought is they are blocking all 3rd party modems. Basically forcing customers to purchase or rent there own, propriety issued modems.

But any help with solving this would help.

BTW, service is provided here in Miami, Fl. If anyone one else may know there DNS servers that I could try.
PPPoE User and pass are correct. Is authenticating on there end to authorize the IP to the modem.

Ski
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post #2 of 8
sounds like it may be a port issue. He can be assigned an IP and be may even successfully login to the system but if he was somehow switched to the wrong port it will deny him surf. He may need to be re provisioned and have a port verification done. when you are on the phone with the helpdesk, if you are in sync ask them to lock the port. If you drop sync, you know you are on the right port. Also check to see if you have dialtone and the line dials to the correct DSL phone number.

When ATT says they cant see the modem but you are showing a green DSL light ( using a motorolla 2210 or 2wire 2701? ) usually means they are looking at the wrong place, ie the wrong port.
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post #3 of 8
Thread Starter 
Adcantu: Ok, I'll have to try that about the ports.
The modem that is connected now, that has a full green lights for DSL and internet is a Actiontec DSL modem.

The old modem / router is a Westell 327. Which has a build date of 02/2007
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post #4 of 8
ah ok you said it was a DIY kit, never seen an actiontec in one!
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post #5 of 8
Switch to Comcast.

At this point, I was getting upset with AT&T. So was my client. We had there "Tech" on speaker phone. So, I said hey, lets check all the settings in the modem, and I want you to verify with me that everything is correct to talk to your network. Upon which the "tech" said, "I cant do that sorry" and hung up on us.

I would have called right back and asked to talk to a supervisor. That kind of action is uncalled for. He is a paying customer and should be treated like one. To request to go through all the setting is NOT too much to ask.
I had At&T for a while. I will never go back. I have the highest residential service available(1 step below T1) through Comcast. I have LAN parties at my place regularly. 10+ computers and laptops and PS3's and Xboxes all running at any given time and not 1 little bit of a slow down. with 3+ computers on AT&T my Latency with WoW shot to 1000+
Edited by Erick Silver - 2/19/11 at 8:28pm
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post #6 of 8
Thread Starter 
Quote:
Originally Posted by adcantu View Post
ah ok you said it was a DIY kit, never seen an actiontec in one!
Miami man, where a Senior Network Engineer barely makes 45k a year.
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post #7 of 8
lol Im a DSL tech for AT&T and make barely that much! Im not one of the guys on the phone though, Im out in the field wiring jacks and such.
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post #8 of 8
Make sure the filters are on the phones and not on the modem.
Also, make sure you can at least ping a host on the WAN before automatically pointing to DNS.

If that's the 'actiontec with firewall' modem/router, make sure you're in routed mode and using NAT for your LAN.
Edited by beers - 2/19/11 at 8:45pm
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