In the event that you have a Ubee 4 port cable modem, my experience may benefit you. Last Wednesday I experienced a power surge that affected my Ubee 4 port cable modem.
My Experience with the Cable Company and 3 Technicians that Came to My House
I called my cable company and they told me my Ubee 4 Port Cable Modem could not be recognized by them. I set up an appointment for a technician to come to my home and decided to go to the cable company to pick up a new modem. After an hour wait, I got a new modem and then came home.
After taking it out of the box, I found that the modem only had one port. Because I do not have a wi-fi card in my computer I need to hard wire each of my devices through ethernet cables into the back of the modem.
My previous Ubee modem that was affected by the power surge, had all 4 ports enabled.
When the technician arrived at my house the next day he set up a new Ubee 4 port cable modem. After trading out the modems he told me that all 4 ports were active. Later that day I checked and my laptop was not connecting to the internet. I called the cable company and another (2nd) technician was scheduled to come out to my house to check why my laptop was not working.
The 2nd technician told me that all 4 ports were working because the lights were on each of the 4 ethernet ports, but replaced the modem. After he put in a new modem and checked a few things he left. I continued to have difficulties connecting with my laptop, my printer, and the Ooma Telo.
I called the cable company and another (3rd) technician was scheduled to come out to my house. The 3rd technician replaced the 2nd Ubee modem with a 3rd Ubee 4 port Cable Modem. After he connected the 3rd modem and after multiple phone calls to his tech support worker, 3 of my devices were connected to the internet. However, after he left my laptop no longer connected to the internet.
I called tech support because my laptop was not connecting to the internet. The phone tech did some research and then reset my modem. After the reset my modem none of my devices connected to the internet.
In my frustration, I called back and spoke to another 3rd tier tech support worker.
The tech support worker that I spoke with did some tests, but could not find out why I was unable to connect to the internet. He then scheduled a 4th technician to come out to my house to fix the situation.
This morning I called tech support, again, and this time the tech support worker did what needed to be done. After doing some research He realized that ALL 4 PORTS NEEDED TO BE ENABLED. He then enabled all 4 of the ports on the back of my Ubee 4 port cable modem.
After all 4 ports on the Ubee modem were enabled each of my devices worked and connected to the internet.
This is what I told the original tech support person (4 days earlier and after multiple hours on the phone and waiting for technicians to arrive at my house) after getting the new 4 Port Ubee Cable Modem.
I could Not Convince The 3 Technicians that came to my house that the 4 Ports were Not Working
Although I told each of the 3 technicians (who came to my house) that the 4 ports were not working they said the 4 ports were working because the lights were on where the ethernet cables connected to the back of the modem.
The 1st Technician spent about 1 hour. The 2 and technician spent about 2 hours and the 3rd Technician spent about 3 hours attempting to diagnose and fix the internet connection for my devices hard-wired (by ethernet) into the modem. The technicians did their best I don’t doubt, but because each of the 4 Ports on the back of the modem was not enabled their efforts were fruitless in resolving the connection for all 4 of my devices.
I told the original person I spoke to on the phone that all 4 ports needed to be enabled BUT they told me they could not enable EACH OF THE 4 PORTS because I did not have WiFi.
I told multiple tech support phone workers (throughout the 5-day process) that I did not have a WiFi card in my computer.
SO VERY THANKFUL
I am SO GLAD that the TECHNICIAN that I spoke WITH earlier today ENABLED EACH OF THE 4 PORTS ON THE BACK OF MY UBEE MODEM.
BE AWARE SO YOU DON’T
SO BE AWARE IF YOU HAVE AN UBEE 4 PORT CABLE MODEM THAT EACH PORT NEEDS TO BE ENABLED. IF YOU ARE TOLD THAT THE PORTS ARE WORKING BECAUSE THE LIGHTS IS ON AT THE PORT THE ETHERNET CABLES ARE CONNECTED THEY ARE NOT. CONNECTED TO EACH OF YOUR HARDWIRED (ETHERNET) DEVICES CONNECT TO THE INTERNET.
YOU HAVE TO HAVE YOUR INTERNET COMPANY TO MAKE SURE THAT EACH OF THE 4 PORTS ARE ENABLED ON THEIR END. THE TECHNICIAN COMING TO YOUR HOME CAN NOT ENABLE THE PORTS. THEY HAVE TO BE ENABLED BY THE INTERNET TECHNICAL SUPPORT PERSON YOU SPEAK WITH ON THE PHONE.
Spoke with a Supervisor of the Cable Company
After the internet phone support worker enabled all 4 Ports of the Ubee Modem and my devices were connected to the internet, I called my cable companies customer support. I asked to speak with a supervisor. After I was connected with the supervisor I explained the above stream of events with tech support and the technicians that came to my house.
I told the supervisor that the events and time that was wasted because the 1st person I spoke with in tech support (5 days earlier) did not do what needed to be done to enable all 4 ports. I strongly encouraged the supervisor that I spoke with to make sure that ALL support be aware that all 4 ports need to be enabled to work.
To provide on the job training to the technical support team within the cable company (both phone technical support as well as field technical support) that ALL 4 Ports on the Ubee 4 Port Cable Modem need to be ENABLED to work.
She said she would pass the information on to the parties.
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