I just got a 1TB Time Capsule. I wanted to use it for backup and to replace my aging Linksys router. I set it up and got a green light on the TC and my iMac was communication with it. However, I couldn't get online. I spent 40 minutes on the phone with Applecare where I reset everything numerous times. The service person ended the call by saying that the issue is with my ISP and that I need to call them. How can that be if I was online and working fine with the old Linksys just before that? She said it had something to do with the cable modem not communicating with TC. I'm very frustrated as usually Apple products are very user friendly and ready to go out of the box. Thanks for any help.
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Time Capsule won't let me online...
- Thread starter alligator22
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I cant imagine what is happening if you have an Ethernet connection between your Time Capsules WAN port and your cable modem, and you can backup your iMac to TC using Time Machine. Did you try to reboot your cable modem after you attached the TC? If you tried that and it didnt work, did you reattach your Linksys router and see if it worked?
I just installed a Time Capsule on Friday and it works perfectly with my Motorola SB5120 cable modem, so I have a little trouble understanding why the tech rep ended up blowing you off. I would call back and insist on speaking to a more senior wireless specialist.
The first tech rep I talked to on Friday didnt understand what I was telling her when I explained that I wanted to setup a dual-band 2.4 and 5 GHz network, using my TC as the 5 GHz router, and continue to use my existing 802.11g router for the 2.4 GHz network. Instead, she had me setup the TC as a client on my old 2.4 GHz network, which I didnt want to do. After I figured out what had happened, I had to go back and do it right. In short, I dont think that Apples first level tech reps know much about the intricacies of TC installation and configuration.
I just installed a Time Capsule on Friday and it works perfectly with my Motorola SB5120 cable modem, so I have a little trouble understanding why the tech rep ended up blowing you off. I would call back and insist on speaking to a more senior wireless specialist.
The first tech rep I talked to on Friday didnt understand what I was telling her when I explained that I wanted to setup a dual-band 2.4 and 5 GHz network, using my TC as the 5 GHz router, and continue to use my existing 802.11g router for the 2.4 GHz network. Instead, she had me setup the TC as a client on my old 2.4 GHz network, which I didnt want to do. After I figured out what had happened, I had to go back and do it right. In short, I dont think that Apples first level tech reps know much about the intricacies of TC installation and configuration.
I had the TC plugged directly into the cable modem. Its an Arris. And when I went back to using my Linksys router everything was fine. That's why I know its not my ISP. I'll try call them again today.
Sometimes
You have to call you isp and they have to register the device. If this is the case, it won't take long.
sek
You have to call you isp and they have to register the device. If this is the case, it won't take long.
sek
Generally speaking, I have found that first level tech support people often don't know how to deal with networking issues. That has been the case with both women and men. I was later told by a more senior tech that when I have a Time Capsule issue I should identify it as such during the automated part of the call and I would be put in touch with a member of the Time Capsule team. I have found first level Apple tech support people to often be distressingly ignorant about other issues, too, but the upper level folks have mostly turned out to be stars.