"Got the excite@home.com Blues?"


Updated: 8/28/2002

Topics


Introduction

Recently many different Cable ISPs began adopting a procedure to prevent customers from allowing multiple computers to get online through their modem connection. With this procedure, the ISPs register the Media Access Control (MAC) Hardware Address of a computer’s Ethernet card so that only this computer can get online. Sometimes the ISP will register multiple computers allowing the customer to switch which computer is connected to the modem. This MAC Hardware Address Registration is usually done without the knowledge of the customer; therefore, customers will encounter connection problems when they try to get their computers online through a Cable/DSL Router like the MIH-130A, WSR-5000 and PR-100.

Such ISPs known to register the MAC address are Cox Cable, AT&T, Comcast, Road Runner, Media One, RCN and most customers of the former Excite@Home network.

Check List

Verify the following before continuing:

  1. Verify that you can reach the Internet when connected directly to the ISP's cable modem. If you cannot get online then you’ll need to contact your ISP to resolve these issues before continuing.
  2. Verify that you can reach the router’s One Page Setup when connected directly to the router. You won’t reach the Internet through the router if you can’t reach the configuration pages first.
  3. Update the router firmware to the latest available from our website. You can verify the router’s firmware from the Device Admin. Page.

The following are the latest firmware updates for the Macsense Router line as of July 9, 2002:

  • WSR-5000 v1.04
  • MIH-130A v1.19d
  • MIH-130 v1.23
  • PR-100 v1.1
  • MIH-120 v1.23

You can download the latest firmware updates at the following link:
http://www.macsense.com/support/driver.html

Quick steps for Excite@Home customers

These quick steps are for customers switched to AT&T that are familiar with the setup of our router.

  1. Connect to the "One Page setup".
  2. Remove the Host Name and click "Apply".
  3. Perform the Powerdown/Powerup procedure.

You should now be able to get online. If not, follow the instructions below as you may be missing one important configuration.

Full steps for Excite@Home customers

The procedure below is intended for customers who had excite@home and were recently switched to AT&T. These steps are to help those with a Dynamic IP Address from AT&T get back online through the router. We suggest using a standard browser such as Netscape or Internet Explorer.

  1. Connect your main computer to the router’s port #1 and verify that there is a green or amber LAN Link LED.
  2. Connect the modem to the WAN port and verify that there is a green WAN Link LED.
  3. Configure your computer’s TCP/IP control panel as the User Manual explains.
  4. Log into the router’s One Page Setup, remove the Host Name and click “Apply” to save these settings.
  5. Perform the Powerdown/Powerup sequence.
  6. Try to connect online. If this is unsuccessful, try the Powerdown/Powerup sequence again but wait one hour before powering up the modem.

Important: Macintosh AT&T users need to add “attbi.com” to the Search Domain field of your TCP/IP control panel.

If the suggestions above do not help then we suggest cloning the MAC Hardware Address of the Ethernet card to the router. The Macsense Router will adopt this new address as its own so the ISP will not block it. You must update the router to the latest firmware and obtain the MAC Hardware Address of your main computer’s Ethernet card before continuing.

How to retrieve the MAC Hardware Address

For Mac users:

Classic OS

  1. Open the TCP/IP control panel under the Apple menu.
  2. Use the Edit menu to go into Advanced Mode.
  3. Click “Info” and copy the Hardware (MAC) address (e.g. xx-xx-xx-xx-xx-xx).

OS X

  1. 1. Choose Network Preferences under the Location menu.
  2. 2. Choose Show and then Built-in Ethernet.
  3. 3. Copy the Ethernet (MAC) address (e.g. xx-xx-xx-xx-xx-xx) at the bottom.

For PC users:

Windows 95/98/98SE/ME

  1. Go to Run under the Start menu.
  2. Type "winipcfg" and click OK.
  3. Choose your Ethernet adapter in the pull-down menu.
  4. Copy the Physical Address (e.g. xx-xx-xx-xx-xx-xx).

Windows 2000

  1. Go to Run under the Start menu.
  2. Type "command" and click OK.
  3. Once the C:/ prompt displays, type "ipconfig /all”. There must be a space between ipconfig and /all.
  4. Copy the Physical Address (e.g. xx-xx-xx-xx-xx-xx).

How to clone the MAC Hardware Address to the Macsense Router

WSR-5000, MIH-130A, PR-100

  1. Connect your main computer to the router’s port #1 and verify that there is a green or amber LAN LNK LED.
  2. Configure your computer’s TCP/IP control panel as the User Manual explains.
  3. Log into the router’s One Page Setup and click the “Modify” link.
  4. Choose “Manually” and enter the MAC Hardware Address from your main computer.
  5. Click “Apply” to save these new settings.
  6. Perform the Powerdown/Powerup sequence.

MIH-120 and MIH-130

  1. Connect your main computer to the router’s port #1 and verify that there is a green or amber LAN LNK LED.
  2. Configure your computer’s TCP/IP control panel as the User Manual explains.
  3. Type "192.168.1.1/More.htm" into the URL field and click Return/Enter.
  4. Enter the MAC Address manually that you retrieved from your main computer.
  5. Click “Apply” and then “Finish Settings” to save these settings.
  6. Perform the Powerdown/Powerup sequence.

How to perform the Powerdown/Powerup Procedure

  1. Connect your main computer to port #1 of the router and the modem to the WAN port. Verify that you have the proper LED lights lit.
  2. Power off the computer, router and modem and then wait ten minutes.
  3. Power on the modem and allow it to fully start up.
  4. Power on the router and then the computer.

The Technical Support Team at Macsense can be reached via email or paid phone support to further help the customer.

Email support: support@macsense.com
Premier phone support: (650)552-9110
Phone support is provided at 75 cents per minute.