Balance 20 cannot access Charter cable modem with 6.1.0


#1

Me Too… Balance 20 cannot access Charter cable modem with 6.1.0 I have to disconnect router for hours until the blacklist clears and the router gets an IP#. This happened April 4th and again last night. Please post any fixes you discover.


#2

Please open a support ticket via our site so we can look in to this, it may not be related.


#3

Tim,

I cannot even figure out how to create a ticket. I’m not stupid or inexperienced, I spent 60 minutes searching the website and other resources for an explanation about creating a ticket. No luck.


#4

Hello,

You can create a ticket by going to the following: http://cs.peplink.com/contact/support/


#5

I opened a ticket per your request…This was the reply. "
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TK Liew via RT <support@peplink.com>

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Apr 21 (5 days ago)


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Hi Patrick, Please stay tune with the suggestion in forum which get new modem from Charter at this moment. I will resubmit this issue to my engineering team although this issue already filed in Feature Request in our forum. Thank you. Regards, Liew

NEW ISSUE: Seems here in Western Colorado Charter does not stock or have available a Cisco modem. So I spent another 2 hours with Charter tech support and finally had to go to the local office, a 180 minute round trip. After an exhaustive discussion with a “Customer Support Specialist” who does not have a clue about what my problem is, she said that HER Charter does not use ANY Cisco products and could only offer me an ARRIS Touchstone Telephony modem. So my network was down for nearly 6 hours… again. I installed the new modem and get this message "…[TABLE=“class: cf ix”]

walterpatrickmcallister@gmail.com

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6:31 PM (3 hours ago)


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This is an automated message generated from Balance_39C0 (Peplink Balance 20: 1824-CC22-39C0).

Sat Apr 26 18:31:40 MDT 2014
Current health status for all WAN:

WAN 1: Disconnected (Health check failed)

Peplink | http://www.peplink.com
Apr 26, 2014

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walterpatrickmcallister@gmail.com

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6:31 PM (3 hours ago)


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This is an automated message generated from Balance_39C0 (Peplink Balance 20: 1824-CC22-39C0).

Sat Apr 26 18:31:50 MDT 2014
Current health status for all WAN:

WAN 1: Connected (IP: 184.166.33.11)

Peplink | http://www.peplink.com
Apr 26, 2014.

Of course, these are nearly identical to the messages I recieved before the modem get’s blacklisted and the network has to be down for another 4 to 5 hours to release the IP# from the black list. Of course, these messages will go on and in a few hours, my PEPLINK Router get an IP# from Charter, but cannot access the Internet.

What a pain.