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MOdem on Hold-problem with Conexant modem
Major problem with Dell Modem on Hold. When used with the Conexant Smart HSFiV92 56k DF PCI, call waiting does not work and incoming call completely freezes the computer. Noty only that, if M-O-H is not turned on and call waiting is not disabled, incoming call freezes the computer (rtather than simply dumping the internet connection).
There has been some lousy customer service regarding this. Dell told me they never heard of this when reported on Tuesday, in spite of the post from buckeyedoc a couple of weeks ago, and his attempts at getting service. Was given major run-around by some Dell support staff, sent to contact bvrp and Conexant on my own, my local phone company and my isp were all blamed. One support technician actually told me to pull out the modem and put it back in, as if that could be the problem--every function worked fine, except that my computer froze on incoming calls. Then, they actually attempted to solve this by sending someone to my house to install another copy of this same modem. While stating they never saw this before.
This was only finally escalated to a real problem at Dell after a technican at BVRP took up my cause. The BVRP person now reports that they have found a bunch of reports this month to THEM involving this identical crash, and all involve the COnvexant modem above, so it looks like the modem is the problem. They are going to try to convince Dell that they need to resolve this byissuing a different modem altogether.
Anybody else noting this problem, post up or contact Dell. There is no excuse for this problem, nor the way it has been handled so far.
MichaelCretired
2 Intern
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1291 Posts
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Posted August 29th, 2003 19:00
Implotkin,
Thanks for using the Dell Community Forum.
Have you read the FAQ's regarding the MOH issues on this page.
This is probably a pointless reply--bit YES I read the FAQs. Has anybody associated with Dell read the FAQs, or the complaints brought forth?
I don't necessarily expect the problem to be solved on the message board, but I also don't expect a reply there from Dell that fails to acknowledge a serious problem and hints that the user is stupid. This is right on par with much of the "support" that I received this week.
oppielight
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Posted August 30th, 2003 01:00
FINALLY!!!!!
I am so relieved to here that someone else is experiencing the same frustration. I thought it was a result of my being technically illiterate. It is my wish that this issue will be resolved swiftly and with apologies. I/we are entitled to the features we have paid for. I hope to see new modems in the mail soon. If there is anything I can do to expedite this process please let me know.I have a new Dell 4600 with conexant v92 hsfi Modem and have been trying to get it resolved over the last 2 months. Computer freezes up every time i get an incoming call while on the internet. Every email i send i normally get a reply from a new technician who recommends the same things.
I think the correct response on my part is to return the computer to Dell.
Oh, my gosh! You mean I'm not alone with this problem?!! I've had my computer for less than a week and am tearing my hair out because every time I get a call and I'm online, my whole computer freezes up. Is it really the Conexant modem that's doing this? I have written to Dell and am awaiting a reply (besides the canned response that didn't help).
Please, please, find an answer for this!
Marjorie
I haven’t been visiting the Delltalk forums regularly anymore, so… I’ll apologize in advance if any of this info (might not be for everybody) has been posted before.
A lot of the excerpts I’m re-posting aren’t current, but some of it “might” be something worth having your "V.92 ISP" check into, also… if your ISP’s provider is “Level3”.
Reposted from “Modemsite.com - V.92 News and Updates”:
Original item 26-Mar-03
Level3, the largest provider of V.92 access numbers in the US, recently changed the default MoH setting from 'ON' to 'OFF' on its network. Level3 spokesman Paul Lonnegren…
... Some ISPs using Level3 appear to be unaware of the change - Forum56 users report that Level3 ISPs they have contacted are not aware of any problem with MoH, and support suggests the problem must be in the user's V.92 modem or setup...
Modem-on-holds barred - April Level3 update
… Modem-on-hold is now enabled only for Level3 ISPs that request it. MoH is not active until after the customer has logged on. This means that it is not possible to determine whether a Level3 ISP supports MoH unless you are a customer that can log on to that particular ISP…
Excerpt from "V.92 Modem on Hold":
Important: Many modems are designed so that the "Phone" jack on the modem is disconnected from the line when the modem is off-hook. If this is the case with your modem, you need to use a phone connected to a live jack - the phone cannot be connected to the 'Phone' or 'Tel' jack of the modem, but you can use a splitter and connect both the phone and line cord to the modem's 'Line' jack.
You can test whether your modem's 'Phone' jack is live when the modem is off-hook by connecting a phone to the 'Phone' jack, and picking it up while you are connected to your ISP. If you hear any modem sounds, the jack is live and you can use a phone connected to the 'Phone' jack.
More V.92 info ”here”.
Aloha,
RodI have the same identical problem and it has been reported to Dell several times. They keep responding with the same routine fixes which do not work. When mind freezes it does display that it is trying to verify caller id so it has to be a communication problem between the phone company and the modem , windows xp and the modem,or my v92 isp provider and the modem.
Anyway you would think Dell could set this up and test it to resolve the issue.
cchuckie--run yourself a little test. Kill off Modem on hold (disable, remove, whatever). Connect, without disabling call-waiting. Call yourself. Computer will freeze. The modem does not communicate with the phone compnay or the isp here, it does not know what to do with a ring. I also saw the attempt by MOH to notify me of the call with the panel displayed before the call was made. I suspect that it responds fatser than the driver freezing the computer.
The problem is the driver. I have talked to a career computer person on this, currently with Sun. He built his own computers before PCs came out. It's a driver problem. The driver for the Conexant does not work right. Conexant has not provided an updated driver, and there is nothing better on their site. Let's face it. This stuff works elsewhere. If it (MOH and the Modem) is not working here, then it must be the modem.
After much back and forth, including several attempts that were wasted and this should have been apparent before they were even suggested, a Broadcom v.92 is on its way to my house today, with its own (not XP's standard) drivers.
I will report after its installation. I believe that my problem will go away with this, if it doesn't, I have Dell agreed to credit me for a modem I will then get on my own. Look for a post tomorrow.
DoubleCoupon
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Posted August 30th, 2003 14:00