Cable Onda Problems – Day Three

I had Ariel, from MStore, come out and help diagnose any potential problems with my In-house network. After an hour and a half of repeating everything I had done yesterday, he and I both concluded the problem was not with any of my equipment.

Not only that, but he concluded there was no conflict or possible configuration problem with Cable Onda’s network. He said he would remain on call in case Cable Onda wanted to talk to him.

The ball was now back in Cable Onda’s court. Cable Onda’s technician (Irving M) came at 12:30pm. His first course of action was to replace the modem that CO replaced two days before. Nothing changed. However, I could tell that this technician really knew his stuff.

He concluded that the problem was outside the house and checked my house’s connection at the street and said it was fine. He said he reported this to the office and said another technician would be out in an hour to start checking down the street to who knows where.

I called Cable Onda at 4:30 PM and had to start a new dialog with a new help desk attendant. Of course he looked at his indicators and said it appeared that the Modem connection was fine and was receiving data.

I told him that Irving M should have reported in after leaving my house and told the office that the problem was outside the house. The help desk attendant said that he did see that the modem was dropping signal.

He said he would have another person come out. He said it might be another two days. This is why it is so frustrating trying to get any problem solved. Each person passes the problem to the next and leaves and the record keeping from their service visit may not reflect the status when they leave.

Problem continuing and frustration increasing. Currently I am having trouble keeping a connection long enough to get this post up. It is starting to remind me of the movie Groundhog Day.

9 thoughts on “Cable Onda Problems – Day Three

  1. I had the same problem about a year ago and after testing everything there were two hardware involved in the solution from CO.

    1. Ask them to change the filter in the connection to your house. Sometimes it can be damaged without any visible sign.
    2. Check if the problem happends on specific hours, they eventually changed their node hardware because the demand exceeded its capacity, so it could work bad on highly demanding hours but fine for instance at 1 am.

    Hope you solve that soon.

  2. Fiber Optic will not “ARC” an intermitten problem–glass will not arc. ( IF COPPER AND FIBER ARE MIXED ON THE ROADS SOMEWHERE IT IS DEFINETLY BEING PASSED ON TO YOU)They should check every copper connection from the entry on your house (backwards) towards their equipment office. You will find your neighbors with the same problem until you find one that doesn’t have the problem and then the problem will be one before the problem closer to you. It’s going to be fractured copper somewhere that is “arcing” OR a faulty copper component. It will have to be isolated between houses on the streets sounds like. It is being passed onto you. I managed a 17 building network with a fiber optic back bone and the copper in the buildings were always the problem unless we had a severed piece of glass. Sometimes test equipment will not find an arc problem to the exact location (precise). It took me two months to find ONE loose terminal that created an intermitten arc. Isolating 2000 working addressable components in groups of 20 or more at the time——-physically checking everyone of them. From your reports Don, they should have started the isolating a long time ago.

  3. Cable Onda Problems – Day Three

    January 4, 2016Panama JournalDon Ray

    I had Ariel, from MStore, come out and help diagnose any potential problems with my In-house network. After an hour and a half of repeating everything I had done yesterday, he and I both concluded the problem was not with any of my equipment.

    Not only that, but he concluded there was no conflict or possible configuration problem with Cable Onda’s network. He said he would remain on call in case Cable Onda wanted to talk to him.

    The ball was now back in Cable Onda’s court. Cable Onda’s technician (Irving M) came at 12:30pm. His first course of action was to replace the modem that CO replaced two days before. Nothing changed. However, I could tell that this technician really knew his stuff.

    He concluded that the problem was outside the house and checked my house’s connection at the street and said it was fine. He said he reported this to the office and said another technician would be out in an hour to start checking down the street to who knows where.

    I called Cable Onda at 4:30 PM and had to start a new dialog with a new help desk attendant. Of course he looked at his indicators and said it appeared that the Modem connection was fine and was receiving data.

    I told him that Irving M should have reported in after leaving my house and told the office that the problem was outside the house. The help desk attendant said that he did see that the modem was dropping signal.

    He said he would have another person come out. He said it might be another two days. This is why it is so frustrating trying to get any problem solved. Each person passes the problem to the next and leaves and the record keeping from their service visit may not reflect the status when they leave.

    Problem continuing and frustration increasing. Currently I am having trouble keeping a connection long enough to get this post up. It is starting to remind me of the movie Groundhog Day.

    Share this:

    Ron (:->)

  4. When ADSL first arrived in our neighborhood in Fort Worth (1999) I was one of the first to sign up. No one knew nothin’. Line techs didn’t have the training to understand ADSL operation, yet. The first year, I had phone but no internet, modem showed all green indicators to the telco central office, 5,000 feet away.

    I diagnosed a bad port card in the CO cabinet but could not get past Tier 1 help. Their script was line tech checks the phone lines, send in the modem for testing, then the computer services contractor can come by and do his thing. Forty-two days on dialup. The computer services tech tried to convince the network NOC guy that the problem was at the CO but not before requiring him to replace the modem 3 times while at my house. Finally, they replaced the port card and it all worked fine.

    It would seem that the time difference between David and Fort Worth is about 15 years based on this scale. 🙂 I still believe a TDR could find anomalies in your connection, possibly based on new additions to the trunk line? Good luck. The bright side is when they eventually find it, your internet service should be great for a while.
    jim

  5. Don…Sounds like exactly what we had going on here in windy Brisas. Possibly a good thing is…they finally seemed to solve it. They sent line guys who spent days out there up on ladders…that was well over a year (or more) ago. I lost count of the modems they replaced, the connectors they changed and the filters they applied. None of that (apparently was the issue)…oh there were a couple sour modems is there…..

    It probably helped to have so many calls coming in from our neighborhood. Their limited repair crew (then) was camped out here.

  6. Hi every one,

    in the past 5 yrs. I had the services of claro & sky here in Panama, neither one of them were able to provide me with a DECENT service for yrs., their service parts are all made in China, real CHEAP TRASH & their service people are worthless & nothing but bullies, the precise moment that you start to question them deeply about the recurring problems, they turn on you as rabid dogs.
    The question here in Panama is the honesty of these people, there isn’t any, panamenians are a big family & not matter to who you’ll complain their are all related to each other & some how they’ll turn on you & screw you.

  7. I am Panamanian and don’t really act that way. But I have to admit many people are like you described, not everyone. I work for CableOnda and have been in that position as a customer. I will try to talk to the engineering department and see if I as an individual can help.

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