Waxing Cerebral

If you're in NZ, and you've got TelstraClear cable internet, congrats cos that's the best option we have.

But if you have the experience I've had, you'll be tearing your hair out. I have a couple of computers at home (only my wife's work laptop runs Windows :) and a Netgear router (WGR614 v7) connecting them to the cable modem. Since the first weeks of having the setup though, the internet connection drops off way too often (3-4 times in a work day). Telstraclear and the modem were fine; connecting just one computer direct to the modem would chug along for weeks without issues. I am on my second replacement router (that means 3rd in total) and have had conversations with Dick Smiths (router retailer) and Netgear, and still have the same problem.

Frustrations!

So today I managed to talk directly to the right people at TC to help me troubleshoot things. And lo! I have the wrong type of cable modem!!
That's right, they have two (at least) models they provide customers with, the Motorola SB5101 and 5100. I had been given the 5101, and not knowing there was an option, had blindly accepted it as the modem.

TelstraClear cable customers using a router should be provided a model 5100 cable modem.

If this is you, and you are having these problems then call them. They should replace it without a call-out fee if you had a router from the start. And how are we mere customers supposed to know this? Beat your head against various unyielding walls for a year seems to be the answer...

EDIT: Just had the modem replaced this morning. Turns out the 5101's were introduced to be more compatible with Windows XP! What a joke - you know not everyone uses Windows! And the 5100's won't fix the problem, but they should reduce the disconnects. The main cause is an issue with TC's hardware, for which they're getting in some new equipment which should resolve the issue by the end of February 2008.


Also, on the topic of things TC doesn't tell you about their cable internet service, they recently rolled out a 'customer security' measure whereby any change in MAC address connected directly to the modem will not work for a stand-down period of a number of hours. So if you change computers that are directly connected (or switch from router to computer while troubleshooting!) then you won't get a connection anyway. That took a bit of figuring out at the time. You have to ring them and ask for that 'feature' to be removed from your account. It does have security benefits, but it's a wired connection, so someone would have to be sneakily plugging into your modem or cable anyway.

Good service, but keep us informed Telstra.