[Raymond]

Well the first thing to try if you are not able to browse assuming the Tech .Supp Agent knows if you have a Modem or a Stb is to check the ip address on your pc and check your Account details to see if the account is not suspended.

In addition to that the Tech Support agents also have some tools to test the connectivity of the modem and the Stb which can help them to diagnose the problem rather easily .

So lets say we have two cases:
a ) Ip address is A valid ip address : - say 80.x.x.x or 213.x.x.x ( except .248 tp .253 at the end ) then it would mean that The Problem Lies With the Pc - ( that would be either An Antivirus , Firewall , Browser settings , TCP / Ip or winsock. The first thing to try would be renewing the Ip address to see what it changes to ...

b) Ip address in an Invalid Ip address - ie 169.x.x.x

If its 169 it would be helpful to try renewing the Ip address and
rebooting the Cable modem and the pc once .
If that does not help remove the coaxial cable and check the ip address after renwing it . If it stays 169 - PC problem. And if it changes to 192.x.x.x its a Problem with the Modem.


regards :
Raymond