I've been meaning to post this for a while now, but only just got around to it today. It's the awful story of our attempt to widen our wireless network. After two months and a lot of money and shipping, SBC (now AT&T) was totally unable to accomplish anything.

Between the SBC E-Store and tech support, I spent hours on the phone. I also discovered that one of the perils of doing business with SBC is that, when you order equipment, they might accidentally send you something completely different, and then when you send it back, they charge you a restocking fee equal to 20% of whatever the device cost. Oh, whoops, we sent you a $100 router that you didn't want? Well, we'll take it back, then, but we'll also keep $20. (I know -- I can do a chargeback. But at this point I just want to whole problem to remain in the past and move on with my life, hopefully with as little SBC as possible.)

Also: the E-Store will tell you that you can get tech support on anything they sell. But when you call tech support, they say, "uh, we don't know how to do that."

Another highlight: we asked if a piece of equipment was Mac-compatible, and the saleswoman -- the woman selling computer equipment -- said, "I don't really know that much about computers."

9/2
Tried to use Linksys wre54g to expand wireless network
Error: Couldn't connect to access point in repeater mode.
tried turning of WEP security, and autoconfigure on expander
internet says that we need a router that supports wds (wireless distribution system)
model number of our 2wire router is 1701HG

9/3, 7:20pm
1-877-722-3755
adrian is helping us
we need a "wireless range extender"
adrian says that any brand should work
we told him that our linksys expander didn't work; he says "that's strange"
we should call the store at 1-800-861-2974
they can recommend a model that they support, and they will provide support if it doesn't work

9/3, 7:30
calling the e-store:
expected wait: 2 to 5 minutes (turns out to be more like 10)
jessica
netgear wgxb102na
wallplugged $135 - $9.95 shipping
1-year warranty
30 day return policy
20% restocking fee
if you need support, call SBC tech support

9/3, 7:50
calling tech support to make sure that equipment will work:
monica
using airport? yes.
did they sell you a 2wire expander? no, netgear.
let me check
long wait
the netgear expander will not be compatible with our 2wire router
we will need to physically plug it into our laptop
huh?

9/3, 8:00
store:
got jessica again
the netgear expander plugs from modem to outlet
sends that signal through house's electrical wires
you plug in the second box to receive the signal
broadcasts signal wirelessly -- no cables to plug into computer

9/6
received the package ... but it's a router, not what we ordered
and the box arrived unsealed -- it's just a blank white cardboard box with some cables and a device inside

9/6, 7:50
store:
bertha
order number 100396-2063089-1
should have been $50, not $109
send return to: SBC returns
500 south
500 west
linden ut 84042
14 days from receipt for refund
don't know when it'll be re-sent out; let's enter a new order right now to avoid delay
on hold
54 mb wallplug ethernet bridge -- just bridge
54 wallplug wireless range expander kit $135 (includes router)
asked if it works well. response: "well, my friend was telling me..."
mac compatible? "i'm not sure, i'm just going by what it says. i'm not technically trained."
"i don't know a lot about computers."
on phone for 10 minutes

9/6, 8:05
support:
mike
will the 2wire expander work for us?
mike: what did they try to sell you?
on hold
mike tried to look tech information up
mike: we don't have that information
mike: we only sell the 2wire, we don't manufacture it, so we don't know how to install/troubleshoot them
you should call 2wire
1-877-347-8680
or check 2wire.com to find out what bridge you need
on phone for 10 minutes

9/6, 9:25
support:
randy
model of our gateway?
on hold
we have 3 options: get another 2wire gateway, which receives a signal from our existing router and then plugs into the wall, using the electrical wiring to extend the signal
it's okay that no extenders work with 2wire gateways, because this isn't an extender
or pay more for premium tech support, and they'll tell us how to do it
or buy a netgear extender, compatible with the 2wire gateway and compatible with macs
on phone for 15 minutes

9/6, 9:40
e-store:
sarah
$135
2 boxes that plug into the wall; one near the modem, and the power outlet acts as a bridge
kit includes both pieces, single one is just one piece
netgear ethernet bridge $135 + $9.95 shipping
wgxb102na
one phone for 9 minutes

9/20, 3:11
e-store:
kimber
i explain that equipment hasn't arrived yet
asked my name
only the first order appears under my name
second order has simply vanished
let's re-order
on hold
it'll be $135+$9.95 shipping + $12.33 CA tax = $157.28
needed me to spell "san francisco"
needed me to spell "alabama street"
order number 100396-2474624-1
reference number 103385
PO number 2222222222 (that's ten twos)
7-10 business days
i asked about the restocking fee
did you set up a return? did they give you a return code?
on hold
address the box to SBC Returns: 2063089
SBC can't promise they won't charge the restocking fee
can I escalate to next tier of customer service?
yes, it'll be 24-48 hours for supervisor callback, but they'll tell you the same thing
let's go for it anyway
on hold
are you sure you want a supervisor call?
yes.
on hold
"they won't call you if it's something i can handle." "what do you want to tell them?"
she puts down: SBC sent wrong item, item was opened when received, I'd prefer not to pay the restocking fee since it's for an item I didn't order
she writes down my callback number
on hold
If they can tell it hasn't been tampered with, they won't charge you. Will they be able to tell? No way to know.
on phone for 31 minutes

Return package sent 9/23
Label/Receipt Number: 4208 4042 9104 1433 6481 3029 0251 17
Arrival at Unit, September 25, 2006, 4:01 am, PLEASANT GROVE, UT 84062
Delivered, September 25, 2006, 9:38 am, LINDON, UT 84042

10/2
SBC Refund finally processes the refund for the first (wrong) order - $118

10/7
Attempting to make the extender work
calling support: 3:15pm
randy
resetting PPPoE password: Ulh594
contact netgear for support
if they can't help, contact the dsl store
on phone for 7 minutes

3:33
1-888-netgear at 3:36pm
on hold
guy answers
asks for serial number
asks what operating system we have. OSX, is that windows xp?
it's a power line problem -- they need to be on the same circuit
trying all kinds of troubleshooting -- moving from outlet to outlet, changing firmware settings
case # 383-5641
it's not working -- the equipment must be broken
on phone for 57 minutes

1:28 10/16
calling sbc e-store for return instructions, since I can't make the equipment work
speaking with tasha
her computer froze, can't look up my order
rebooting...
verifying purchase...
i explain the equipment didn't work, that i called tech support and they couldn't help
she asks me for ticket number from my call to tech support
i don't know the ticket number -- they never gave me one
i can call back tech support and get the case number if i want an exchange
but i don't want an exchange -- just a return
RMA number is 2474624
ok, send it to 116 E Old Settlers Blvd, Round Rock, TX, 78664
i'll be charged a 20% restocking fee
up to 14 days to get credit from day that they receive it
must use a traceable carrier
needs to be postmarked by 20th

1:56 10/16
Shipped package, containing all the original product stuff, plus a copy of the packing slip, plus the RMA number inside the box, plus the RMA number outside of the box, plus the shipping label
used delivery confirmation: 0414 3364 8130 2902 5407

10/23
item was delivered at 1:18 pm on October 23, 2006 in ROUND ROCK, TX 78664.

11/09
Refund finally processed for the non-working extender: $117.18

Separately, I was having this much more productive conversation with 2Wire Tech Support. (It's in reverse chronological order, irritatingly.)

Subject
Can I expand the range of my 2wire gateway?

Discussion Thread
Response (Ed B.) 09/07/2006 11:13 PM
Dear matt,

Thank you for contacting 2Wire Customer Support. The following is intended to answer your inquiry:

I have seen the Netgear ethernet bridge kit that you are referring to on SBC/AT&T's online store before. Since is takes an ethernet connection from the HomePortal, translates it to Powerline networking, then translates from Powerline to Wireless, it will work with your 2Wire HomePortal. Other wireless range extenders use proprietary extensions to the IEEE 802.11b/g specifications in order to rebroadcast the signal -- this one is like running a long ethernet cable to another wireless access point, with the long cable being replaced by convenient Powerline networking. This type of range extender *should* work just fine, as long as there are no conflicts with your power wiring. Be aware that the Netgear may require additional configuration to make sure its network is secure like your HomePortal's -- please check the documentation that comes with the Netgearfor more information.

If this response has not answered your question or resolved your issue you may visit our support Website at http://support.2wire.com or reply to this email.

Thank You,
Ed B.
2Wire Customer Support
http://www.2Wire.com
Customer on 09/07/2006 09:52 PM
Hello,
Thanks for your very quick response. I am told by AT&T tech support that my 2Wire 1701HG gateway is compatible with a Netgear ethernet bridge kit -- it's a combination of devices that plug into the wall, using the house's electrical wiring to convey the wifi signal and then rebroadcast it. Is this something that you are familiar with? Is AT&T correct that it will work with my 2Wire 1701HG gateway? Thanks again for your help,
Matt.
Response (Justin D.) 09/07/2006 08:45 PM
Dear matt,

Thank you for contacting 2Wire Customer Support. The following is intended to answer your inquiry:

2Wire does not manufacture any range extenders. There are no 3rd party range extenders that can connect to the HomePortal®/Residential Gateway® itself. If you are using the 2Wire Wireless PC Card (PCMCIA) then there is one range extender we know of that will work with that adapter. It is manufactured by Orinoco. You can find it here: http://www.proxim.com/products/wifi/accessories/rea/index.html
**Note: this range extender is NOT compatible with the 2Wire Wireless USB adapter.

Here are some tips to help you get the best performance:

The best place to put your Access Point is as close to the center of the area that you want to cover.

The worst place to be (weakest signal) is directly under an Access Point (assuming that the Access Point's antenna is vertically oriented and omni-directional).

You'll probably do best if you orient your Access Point or Wireless Router's antenna(s) vertically.

Keep antennas away from large metal objects like filing cabinets and away from operating microwave ovens or 2.4GHz cordless phones. Also watch out for large containers of water... fish tanks or water heaters for example! 2.4GHz phones are the biggest conflict because they operate on the same frequency the wireless does. You may want to use either 900mHz phones or 5.8GHz phones.

Also make sure your body isn't between the antenna and the Access Point

Avoid Access Point placement close to an outside wall (unless outside is where you want to be). Also, if you want to connect while you're outside, place the Access Point near a window. Note that each wall between the connecting computer and the access point adds up to an additional 75 feet of distance due to the structure buffering the signal.

If this response has not answered your question or resolved your issue you may visit our support Website at http://support.2wire.com or reply to this email.

Thank You,
Justin D.
2Wire Customer Support
http://www.2Wire.com
Customer on 09/07/2006 08:27 PM
Hi,
I have AT&T DSL, and previously had SBC DSL before they merged. I'm using the 2Wire 1701HG that SBC provided me with about a year ago. Our signal strength power setting is currently set to 10, but the signal is not strong enough to cover our entire house. We would like to purchase equipment that could boost the wireless signal to other rooms of the house. I called AT&T tech support, and they said they didn't know if such a product existed. They said that I should contact 2Wire and ask if there was a bridge or range expander that is compatible with the model gateway that we have. Is this something that 2Wire can assist me to purchase? Thank you very much for your help.
Matt

Question Reference #060907-000058
- Show quoted text -
Product Level 1: HomePortal
Category Level 1: Wireless
Date Created: 09/07/2006 08:27 PM
Last Updated: 09/07/2006 11:13 PM
Status: Solved
Case ID: