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New moder from U-Verse -connections problems

Discussion in 'Networking' started by GoingN, Jan 18, 2013.

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  1. GoingN

    GoingN Thread Starter

    Joined:
    Sep 27, 2006
    Messages:
    1
    U-Verse told me my old modem was defective & sent new model. I have 1 hard-wired HP desktop & 3 laptops (HP, Toshiba & Acer). ATT got me up & running and I discovered that my desktop runs but very slowly, although I am subscribed to the 2nd from the top package which is supposed to be up to 18 Mbps downstream. I pinged it a couple of times at speedtest.net & got results of .58 & 1.86 Mpbs & I can no longer watch a video without long starts and stops, making them pretty much not work watching at all. The 3 laptops will only find & connect to my wireless network when they are sitting in & the same room as the new modem. Walk into the next room & the connection disappears. ATT tells me that I am connected & their job is done unless I want to pay for their ConnecTech support! I am already paying for their service & don't feel I should have to pay more when my service used to be great. I have been researching the problem all day & can't figure out a solution. Any suggestions for me? All computers are running Windows 7. The report below refers to my desktop. I also followed the instructions I found here: http://forums.techguy.org/networking/1085762-unable-connect-wireless-connec-home.html & got my IP config. info using cmd. It is posted below the Tech Support G. System Info. When I tried to do the 1st ping test described I found no number to use next to "Default Gateway"; at that point, I gave up and started this request for help. Don't know what to do next!

    Tech Support Guy System Info Utility version 1.0.0.2
    OS Version: Microsoft Windows 7 Professional, Service Pack 1, 64 bit
    Processor: Intel(R) Core(TM) i7 CPU 920 @ 2.67GHz, Intel64 Family 6 Model 26 Stepping 5
    Processor Count: 8
    RAM: 9207 Mb
    Graphics Card: NVIDIA GeForce GT 220, 1024 Mb
    Hard Drives: C: Total - 938617 MB, Free - 641459 MB; D: Total - 15249 MB, Free - 2151 MB;
    Motherboard: PEGATRON CORPORATION, TRUCKEE
    Antivirus: Microsoft Security Essentials, Updated and Enabled
    ..........

    Windows IP Configuration

    Host Name . . . . . . . . . . . . : KATHY-PC
    Primary Dns Suffix . . . . . . . :
    Node Type . . . . . . . . . . . . : Broadcast
    IP Routing Enabled. . . . . . . . : No
    WINS Proxy Enabled. . . . . . . . : No
    DNS Suffix Search List. . . . . . : gateway.2wire.net

    Wireless LAN adapter Wireless Network Connection:

    Connection-specific DNS Suffix . : gateway.2wire.net
    Description . . . . . . . . . . . : 802.11n Wireless PCI Express Card LAN Adapter
    Physical Address. . . . . . . . . : 00-22-5F-D0-C8-B2
    DHCP Enabled. . . . . . . . . . . : Yes
    Autoconfiguration Enabled . . . . : Yes
    Link-local IPv6 Address . . . . . : fe80::6dcb:76ea:be0:705f%11(Preferred)
    IPv4 Address. . . . . . . . . . . : 192.168.1.65(Preferred)
    Subnet Mask . . . . . . . . . . . : 255.255.255.0
    Lease Obtained. . . . . . . . . . : Friday, January 18, 2013 9:12:25 AM
    Lease Expires . . . . . . . . . . : Saturday, January 19, 2013 9:12:25 AM
    Default Gateway . . . . . . . . . : 192.168.1.254
    DHCP Server . . . . . . . . . . . : 192.168.1.254
    DHCPv6 IAID . . . . . . . . . . . : 218112607
    DHCPv6 Client DUID. . . . . . . . : 00-01-00-01-15-E1-E6-6A-00-26-18-8E-41-48
    DNS Servers . . . . . . . . . . . : 192.168.1.254
    NetBIOS over Tcpip. . . . . . . . : Enabled

    Ethernet adapter Local Area Connection:

    Media State . . . . . . . . . . . : Media disconnected
    Connection-specific DNS Suffix . :
    Description . . . . . . . . . . . : Intel(R) 82567V-2 Gigabit Network Connection
    Physical Address. . . . . . . . . : 00-26-18-8E-41-48
    DHCP Enabled. . . . . . . . . . . : Yes
    Autoconfiguration Enabled . . . . : Yes

    Tunnel adapter Local Area Connection* 11:

    Connection-specific DNS Suffix . :
    Description . . . . . . . . . . . : Teredo Tunneling Pseudo-Interface
    Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
    DHCP Enabled. . . . . . . . . . . : No
    Autoconfiguration Enabled . . . . : Yes
    IPv6 Address. . . . . . . . . . . : 2001:0:4137:9e76:3cd7:60f:9c5d:a4d1(Preferred)
    Link-local IPv6 Address . . . . . : fe80::3cd7:60f:9c5d:a4d1%15(Preferred)
    Default Gateway . . . . . . . . . : ::
    NetBIOS over Tcpip. . . . . . . . : Disabled

    Tunnel adapter isatap.gateway.2wire.net:

    Media State . . . . . . . . . . . : Media disconnected
    Connection-specific DNS Suffix . : gateway.2wire.net
    Description . . . . . . . . . . . : Microsoft ISATAP Adapter #2
    Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
    DHCP Enabled. . . . . . . . . . . : No
    Autoconfiguration Enabled . . . . : Yes
     
  2. etaf

    etaf Moderator

    Joined:
    Oct 2, 2003
    Messages:
    65,252
    First Name:
    Wayne
    whats the make and model of the new modem, it does sound like its a defective
    this sounds like a wireless issue on the modem as well

    It maybe worth doing a factory reset on the modem and see if that helps - can help with that once we know the model

    lets look at the wireless
    use xirrus and show a screen shot from the same room and then move to the next room and post a screen shot a 2nd screen shot - make sure we know which is which

    you will need to have a discussion with them, that the new modem is faulty and does not work , i'm sure theres all sorts of consumer rights to support this

    but lets get some info to go back to them with - probably their retention team , what other companies provide service in our area ?


    ------------------------------------------------------------------------
    Run Xirrus Wi-Fi Inspector
    Download and install

    If you cannot access the internet with this PC, then you will need to copy the program across to the faulty PC
    Save the file to a USB flash drive or other removable media. Plug it into the working computer with internet access and copy the file and install the program.
    You will now need to take a screen shot and copy that back to the working PC and attach the screen shot in a reply on the forum here.

    http://www.xirrus.com/Products/Wi-Fi-Inspector.aspx
    Direct link to the program is here http://info.xirrus.com/Wi-FiInspectorConfirmation.html

    {If the above link does not work heres another link http://www.pcworld.com/downloads/file_download/fid,77196-order,4/download.html}

    Then run and install the program - on a wireless enabled PC/Laptop
    if you get an error - You need will need to have NET Framework installed for the WiFi Inspector to function.
    On windows 8 - (i do not have windows 8) but, it would appear that, When you first try to run, you may get a message that .net framework is needed, and included in that message is a link to download/install.

    Run the program

    A user guide is available here http://www.xirrus.com/cdn/pdf/Xirrus-Wi-Fi-inspectorguide-1-2-1-RevB-6.aspx

    post a screen shot of the program running.
    if there are a lot of networks showing can you click on "networks" top lefthand area - so we can see all the network information.

    post which SSID name is yours, its located in the list, under network "Adapter Name" (1st column)

    To post a screen shot of the active window.
    1) (For windows 8 see below) hold the Alt key and press the PrtScn key. Open the Windows PAINT application (Start> All Programs> Accessories> Paint) and Paste the screen shot. You can then use PAINT to trim to suit, and save it as a JPG format file.
    OR
    2) if you are using Vista/Windows 7 you can use the "snipping tool" which is found in Start> All programs> Accessories> Snipping Tool

    To upload the screen shot to the forum, open the full reply window ("Go Advanced" button) and use the Manage Attachments button to upload it here.
    Full details are available here http://library.techguy.org/wiki/TSG_Posting_a_Screenshot


    Note:
    For a reliable (or robust as the Xirrus user guide says) wireless connection you need a signal of about -70 dBm or better. "A desirable signal level for a robust Wi-Fi connection will be green".
    note: the signal level is a negative number, so for example -88 is worst and -40 is better

    If you are using the Mac OS then use http://www.istumbler.net/

    if you want to optimise base station position and signal strength / dead spots use
    http://www.chimoosoft.com/products/apgrapher/ which has a graph function to monitor signal

    For windows 8 - I dont have windows 8 and not tried - but this should work

    1) MSPaint is only available in classic desktop mode and can not use this program with the new Windows 8 start screen.
    You can find MSPaint by typing “mspaint”, which will search and allow you to install.
    MS "Fresh Paint program" is for Windows 8, download free from the Windows 8 store.

    2)
    >Open Snipping Tool (From the Windows 8 Start Screen, type "snip" and press enter.
    >Press the Esc. key.
    >go back to your Windows 8 start screen - Swipe from left or press Window Button
    >Press Ctrl+PrntScr button to use Snipping Tool
    ------------------------------------------------------------------------
     
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