Zito and modem question

JanJ

Hello. Since the HELENE Hardware repairs Zito has done in Western North Carolina, when Zito talks and configures our modem. They have been sending the incorrect time to the modem.
It’s as if I was in Atlantic Ocean.
I waited a few months as they are up & down quite often, but since it finally calmed down I contacted them.
First answer: They didn’t know they did that!
After sending them Screen shot:
Second answer: what’s wrong other than that?
At that point I had contacted Arris support, who said only ISP can access modem, but confirmed time was incorrect. I requested escalation to Tier 2.

Answer today: They don’t see a problem. And refuse to get Tier 2 involved.

Nosy. Does your ISP send correct time to your modem??

Thank You! Jan

MacLeech

JanJ Does your ISP send correct time to your modem??

Depends on what you call correct. Mine used UTC when you could access the diags.

JanJ

Zito support now suggests problem is on my end. I responded that Arris Support indicates that only ISP can access the modem settings, and I can only view them.

terabitz

Most ISP's aren't incompetent like Zito Media, too. 😉

Does the time to the modem really matter, though? It's probably a misconfigured CMTS at the headend that needs to be updated, but it isn't causing problems which is why it hasn't been fixed.

Rich221976

I would try rebooting the modem, which I am sure you already have.. I would have to say keep contacting them. You might need to see if you can email the CEO or someone higher up in the company so they can get that to the right department to fix.

I can see what the Tier 1 people would say its on your end, they probably have no idea how to handle this issue.

JanJ

I’ve rebooted and factory reset power cycling holding reset button, on modem.
I cannot access modem diagnostics until it is locked to Zito. First LED to connect to them, Second LED is Provisioning (my account speed limiting).. once both LED’s are locked I can access diagnostics and see time is incorrect.

I guess the person gave up, as they said it was being sent to Tier 2 Support late last night.

Time is not UTC… I could understand that

Has anyone checked their modem time?

JanJ

What’s wanna bet it will “fix itself” this month, and “break again” in November?

JanJ

It did! Set for DST

kenward1

My modem, on Comcast’s system, is off by 1 hour. It currently shows 7:25am, when the actual time here in Washington state is 8:25am.

JanJ

Thanks. Incompetence is widespread!