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Desperate

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Popperdo

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Joined
Aug 20, 2022
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2
Got a huge problem. Electrician was running new line today, got tangled up in my DSL lines. He pulled the data lines coming from the Frontier equipment loose from the input side of the phone jack. He also pulled the RJ11 that was plugged into the phone ******** of the cable going to the modem. Frontier says they can't attend for nearly 3 weeks. I can't wait that long because it handles my some medical monitoring equipment, so I can't go 3 weeks with no service. Hoping someone on here can help me out.

The signal coming from the Frontier equipment to the phone jack is on the Blue pair and the Orange pair. The phone jack connections are color coded, so I think I'm okay there. The color code on the DSL cable from the phone jack to the modem is also on the Blue pair and the Orange pair with a RJ11 on each end. I reconnected everything maintaining the color code throughout and installed a new RJ11 on the DSL cable, but I had 3 fault lamps (Internet Connectivity and both Broadband channels). Then I tried a new phone cable I purchased at Walmart and got no change. I found it wouldn't even pass on the network cable tester I have. So I tried remaking the DSL cable completely and while it tested good in my network cable tester, it still gave me 3 faults, but after a 2nd attempt at remaking the DSL Cable I got it down to only 1 error light. The modem indicates I have good internet and Frontier says they show my internet is working, but it won't connect and they will not provide any further information. The modem is an Arris NVG4438, which I am not familiar with. If anyone has any knowledge oof this modem or any suggestions I would be most appreciative.

My fear now is the data cable between the Frontier equipment and the phone jack may be damaged.
 
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mrb1

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Aug 20, 2021
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5,477
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Miami County, Ohio
Do you still have a working landline phone? Is there an inline DSL filter/splitter in place (hooked up correctly) going to the modem? Frontier knows you need this for medical reasons and still say 3 weeks...wow. Call your local tv news. And find a new electrician. How the hell is he gonna leave you in this spot when it was his fault?
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slimpickins

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Mar 27, 2011
Messages
2,404
Location
Canada
Is this your modem?
arris_nvg443b_1_bg.jpg
Is the modem an NVG443B instead of an NVG4438?

Your description is confusing. Please provide more information.
What it sounds like is this (please confirm):
  1. You get internet over a DSL phone line with an RJ-11 jack installed by Frontier?
  2. There is an RJ-11 cable from the phone jack to the Modem?
  3. Then you have internet cables (RJ-45) from the modem to your computers and other equipment in the house?
Exactly which cable(s) were compromised? Were the wires torn out of the jacks? If they were, you won't be able to put them back together without special equipment. You will need to buy new cables.

The RJ-11 cable from the phone jack to the modem, might have been a crossover cable.
No way to tell if the wires were ripped out of the cable ends.
Post some pics if you can?
 
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dogdog

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Joined
Nov 15, 2011
Messages
12,711
Popperdo said:
The modem indicates I have good internet and Frontier says they show my internet is working, but it won't connect and they will not provide any further information.
Click to expand...

I think this says your modem is able to access the internet and your ISP can see your equipment, and your crappy ISP won't assist you further in trouble shooting internal home problems, they would sometimes, but not all the time especially some ****** techs. ... you might have some internal network side issues from changing the default dhcp to custom internal IP etc. . The link from post #4 is the same router from a different ISP (probably Canadian) but idea is the same, you'll have to figure out what the internal IP range, you will have to go dig up your isp's manual for this router. and reconfigure it. That link seems to indicate you have a router/wifi/modem combo unit... so, access figure out how to access your menu and configure it back to original, especially if your equipment/network is setup custom and you pressed the reset button, everything goes back to default on almost all routers except commercial ones that load files via TFTP, most home stuff doesn't do this on internal side...
 
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dogdog

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Nov 15, 2011
Messages
12,711
Mtl-Marc said:
They have very unreliable internet in South-Africa. :D
Click to expand...
or OP is living in some of the area covered by Frontier that is the south-africa in the USA...

Actually what he experience is not that rare, I have had the major metro area cable ISP that did the same thing to me, they will only troubleshoot right up to their equipment or modem side of the problem, Even if it was their problem, they still blame me... and tries to upsell you "in home"coverage... if you ever remember the telephone company about selling you insurance to wiring inside your home for $1.99 extra per month automatically added to your phone bill way back in the days. I am guessing OP didn't buy that extra service from his isp?
 
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bwringer

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Jan 1, 2013
Messages
10,273
Location
Indianapolis
This probably isn't at all helpful, but I've been baffled several times by electricians who run away screaming and wetting their pants like this when confronted by phone or network wiring in a building. They want nothing to do with such witchcraft.

90% of the skills transfer, and you can add a lot of value to your skills and for property owners by being able to handle network wiring in addition to the sparky stuff.

It's been an everlasting mystery to me for a long time. It's just a few more wires, and they're smaller. They're color-coded, and most of the tools and materials are color-coded too. Hell, ethernet can't even kill you, unless someone uses a hunk of cable as a garrote.
 
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akasrick

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Joined
Apr 10, 2017
Messages
794
Location
south jersey
bwringer said:
This probably isn't at all helpful, but I've been baffled several times by electricians who run away screaming and wetting their pants like this when confronted by phone or network wiring in a building. They want nothing to do with such witchcraft.

90% of the skills transfer, and you can add a lot of value to your skills and for property owners by being able to handle network wiring in addition to the sparky stuff.

It's been an everlasting mystery to me for a long time. It's just a few more wires, and they're smaller. They're color-coded, and most of the tools and materials are color-coded too. Hell, ethernet can't even kill you, unless someone uses a hunk of cable as a garrote.
Click to expand...
I had a newer cable installed, run on the outside of the house. Old one was clamped on the electrical cable. New one has its own clamps hammered an inch below the old location. Guy says no one touches anyone else's work.

akasrick
 
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bwringer

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Jan 1, 2013
Messages
10,273
Location
Indianapolis
akasrick said:
I had a newer cable installed, run on the outside of the house. Old one was clamped on the electrical cable. New one has its own clamps hammered an inch below the old location. Guy says no one touches anyone else's work.

akasrick
Click to expand...
Well, that, plus running network stuff on, near, and especially parallel to power lines is a GREAT way to pick up all sorts of fun interference.

I've also seen sparkys just cut ethernet cabling they thought might get in their way... no thought that it might be something useful.
 
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