posted on May 25, 2001 07:58:33 PM new
And that is interesting, Ken, because he DID climb the pole and replace the cable that was coming off the pole to the house. So I was wondering did he screw that up??
posted on May 25, 2001 08:01:58 PM new
It HAD to be a hell of a surge that went through there because, usually, if you are doing something stupid all you fry is the USB port....this went all the way through and fried the motherboard/CPU. I'm *really* thinking more than 12 volts.
In the US, the power supply in the computer is 125 volts, so you need AT LEAST that just to run the thing....so something had to really overload the system.
See if you can smell the powersupply from the computer....if it smells fried (if you can smell anything other than smoke at this point) then it HAD to be OVER 125 volts to fry the power supply.
posted on May 25, 2001 08:03:47 PM new
Lotsa, I could take a picture of the back of it, but it doesn't even look scorched. They took the back off to look inside in and they said it is black and melted inside. If you sniff where the fan vent is, it stinks really bad...like burnt plastic or rubber or something. But the back plate looks okay, the color coding paint on the ports is fine. The flames shot out really fast and then they went out. It was kind of like a rocket taking off, a burst and then that was it.
posted on May 25, 2001 08:07:03 PM new
Well, the fan vent is the back of the power supply....so, obviously the power supply was fried.
I'm wondering, since the warrently is void, if you took the computer to a computer shop and got a written estimate of what THEY think happened if it would help move the cable company along. They could identify exactly what was burned in the system and do a, 'if this--then that happend' sort of thing.
BTW, I am really sorry about this. I know that this has to be upsetting.
posted on May 25, 2001 08:14:24 PM new
Well, we might just have to do that lotsa, and see if SOMEONE will figure it out. Dell told us not to bother sending it to them because they weren't interested in looking at it...it wasn't their problem. Which I don't know how they can say that it wasn't defective for sure without looking at it. Or...the cable company will bite the bullet and replace it (NOT REPAIR!) and they may do that if we stand firm, and Dell doesn't budge for them either.
My son is sooo bummed. He'd been after us to let him have his own computer in his room for a few years now. He finally gets one and has it for TWO days and now this. He's pretty upset about it, and frustrated because he thinks this is going to take months to resolve.
posted on May 25, 2001 08:19:04 PM new
Just wanted to check fuzzer. You know that your wellbeing is the uppermost of my concerns.
The power supply is supposed to take the line voltage. That's not what cooked.
I lost a system due to the adjacent city power company piledriving on top of the telephone feed to this town. The power went off, but came back with a loud pop and totalled my system, or at least the dialup modem and the section of the board that controlled it. My policy bought me all new stuff including printer, monitor, and scanner which I went and bought that day. They chased down the PG&E people for the money after a couple of months of denials.
posted on May 25, 2001 09:49:45 PM new
Cable Internet connections are "Network" connections and need network cards. I haven't heard that any cable modem boxes can be directly hooked right up to the USB port bus system -- how would your computer be identified as a network client without a network card or network device?
KatyD, it will be very important in your future for you to learn what brand and model of cable modem that was trying to be installed on your computer. You then need to go to the internet web site of the manufacturer and get all of the info there about that box. When you go to court, you will be needing the information.
As far as reversed wiring goes, it is not the fire hazard that you have been told. It can hurt unprotected electronic equiptment, but not to where they catch on fire! Make sure you have these things fixed soonest!
Like i said: I have not heard of a cable modem box being able to hook up directly to your USB port -- it doesn't sound right at all. Check it out and talk to your lawyer soonest.
posted on May 26, 2001 09:19:30 AM new
OK Frist Cable lines Have no power or Juice if you like calling it that better they carry signal not power.
There is no real way for a tech to mess up a pole connection since the cable hookup on the pole is just a screw on connection like the one used inside the house only it has a weather boot over it.
Had the power came from the cable line the shortest path to ground would have been through the person holding the cable.
The spark came from a pluged in powered up modem Problem with a cable lines ground is that it is not effective untill the link is already hooked up if you notice a cable coax wire it is triple sheilded there is a out side braided wire and a solid copper wire inside the out side braided wire is to the cable lines ground.
if the plug is not in and screwed down snug there is no groud at all.
this is why if you have ever reconnected your tv cable line to your tv while the converter is still plugged in and on you see at times minor sparks, sparks come from the converter to the ungrouded unhooked cable line.
the power from the modem is more then likely less then a 9 volt battery but it only take the static you pick up walking across the carpet to cook a whole computer.
if you want to try this I dont recommend it if you have carpeting where your computer is scuff your feet on the carpet for a few mins then reach out with the tip of your finger and touch your computer near the HD light if you get a small static shock I garentee 9 times out of ten half or more of the data on your Hard drive will be gone and maybe even some of the memory will be shot as well.
it dont take much to cause a part of your computer to burst into flames one day last feb I decided to play with screen resolution on my computer an older computer I installed a new video drive update set the monitor to 800x600 resolution it worked great for 20 mins then the monitor started smokeing and brust in to flames also it fried the video card sound card the extra memory I installed and the modem Results new computer time.
again ANY time you install new Hardware on your computer alway shut it off and unplug.
your digital camera is a different story all your plugging in to that usb port is a wire its pluged in to nothing it a dead wire till you install the software and plug in the camera.
The frist thing you ground when installing any thing on or in your computer is yourself to discharge any static build up that could be built up.
The fact that this computer was used for a week off line before the cable install shows there was no defects with the computer.
if you need to know my qualifications I have been a licensed frist class tech for 25 year.
had my 3rd class radio telephone operator licensed 5 year before that.
Owned my own radio tv repair bussiness started it when I was 16.
I have worked in radio and tv .
in the earily 70s I worked for the local cable company mostly helping hold togeather there local access channel.
and I have been working with and puting togeather and repairing my own and friend computer for the past 16 years.
posted on May 26, 2001 09:46:24 AM new
I kept thinking about this problem. The reversed wiring in the electrical outlet changes the polarity, but polarity is an arbitrary factor, not really a matter of physics. The only way, and I do mean the ONLY way that you would have had a grounding problem with that socket is if the ground wire was not properly attached. Then, and only then, would you have created a "floating" ground. This, I know for a fact.
With a floating ground, all voltages would add up together inside the computer casing and could cause the problem. If oyu were told that your earth ground wire was not connected to the electrical outlet, you may have just learned a $2,000 lesson in home wiring safety.
But no matter what, a simple mixup of polarity would not hurt the computer, let alone smoke the CPU.
I looked aorund the Internet last night to the various coble modem manufacturers to look for some information on USB capable cable boxes and could find nothing. Can you please supply the cable modem manufacturer and model so that I can go look it up?
The only way I can figure that this cable modem is USB is if the Net work card is built into the modem.
Then the modem would make connection to the computer the Network card built in may plug in to a USB port for sending the signal to and from the card to the computer.
The problem is not the polarity of the outlet Technically with AC polarity makes no difference as either main wire could be useed hot or ground both wires have power in and out The Third wire has no power at all it is hooked to a common ground usually a steel rod pounded into the ground about 5 to 6 foot deep.
Most older homes dont have Polorized outlets where side of the outlet for the plug is large the other small so you the plug can go in only one direction This is a modern thing that has come about in the US in the last 20 to 30 years most home built before the mid 70s only have these when the original outlet is replaced.
in fact many home wired 50 to 60 years ago dont have a common ground because there were no codes back then requireing it many older homes had lighting rods on the roof and this was though to be good enough ground.
infact many people in older home built 50 to 60 years back with orginal wireing would be suprised to find if it two store only the second floor has BX cable the lower has most simple use light lead cord type wire some of the homes built by the more well to do the this wireing is in the walls but many time people wanted to show off there wealth and the wireing was outside the wall as eletric was concider luxuary and a sign of wealth and money.
I remember back 15 years ago when me and my wife bought the old house we live in there was only four fuses for the whole house when we had it rewired it was found that 90% of the wireing on the frist floor was lamp cord type wireing this house was built in the mid 30s the wires were liturally melted and burnt to the wall pannels.
The house had just a 20 amp service hooked to it running freezers refigorators tvs and more scary stuff when the frig or water pump came on the whole house had a brown out.
posted on May 26, 2001 10:49:03 AM new
I want to thank everyone who has contributed their thoughts and technical knowledge to this thread. I'm really upset over this because I REALLY feel that the cable company is responsible for this but don't have enough knowledge to prove it. And I think THEY know this. To answer some questions:
I don't know the brand name of the cable modem that they used, and they took it with them, so I don't have it. I saw them test it after the accident, and they said it was in working order, and indeed the light was on. The cable company is Cox if that helps (let me know if I need to edit that out).
The reverse polarity issue in the wall outlet is bugging me because from what I understand, that shouldn't cause a problem if the house is properly grounded, which it is. The cable company checked the grounds and both the earth ground and the ground under the house (where the various lines come together) is correct. In addition, about a year ago, our electrician upgraded our electrical panel to accomdate a spa that we installed. Not only did we have to have it permitted and passed by the City (which they did after inspection) SDG&E also had to come out and inspect and pass it and upgrade the electrical service. So our earth ground was inspected and passed then. The cable company has acceded that our ground is proper, but they are saying the only "irregularity" that they can find is the reverse polarity in the wall outlet, and they are really starting to push this as the issue, since Dell is being so recalcitrant about the warranty. My son only had the computer system up and running since Monday night, and the install was Wednesday, so it hadn't been used for a week, only a matter of a couple of days.
The Dell technician told us on the phone that the cable modem SHOULD NEVER be plugged into the USB port. The cable company (who is a major customer of Dell) says this is incorrect and that their modem is advanced technology USB compatible (whatever the hell that means). We have personally talked to 6 friends of ours that all had Cox cable access installed (the most recent was 2 months ago) and they ALL said the installer required that they purchase a network card for installation. The cable installer asked if I had a network card when he came to install and when I told him no, he said it was no problem and they could install through the USB port and do it all the time. I questioned him on this and asked him ARE YOU SURE? And he said it was no problem, so I assumed he knew what he was talking about. I really don't know if this is the issue or not.
Dont give up the fact is you do have the technical knowlege to prove it was there fault the simple fact that the computer and all equiment should have been off and unpluged before any part of the modem was installed is proof enough.
if you press hard enough the cable company will replace the computer at there cost as it will cost them less time and money and custumer relations to do that rather then to pay to fight a $2000 loss.
Cox cable is at this time owned mostly by Genral motors right now.
The modem they were installing was more then likely made by G.I. which I beleave is now I beleave owned by American eletronics .
I can understand your upset but it is my feeling that in 90 days or less this will all be a memory the cable company will replace the computer and more then likely even hook up the cable service and let you use it 6 to 8 months for free.
BY the way COX is the same company that owns direct TV ...
posted on May 26, 2001 02:06:55 PM new
Cox is affiliated with @home.com for internet services, and that what I use. There were three available modems all requiring an ethernet card for installation.
I think the tech blew it. Probably very inexperienced, and maybe forgot to bring a card with him. Once he found that you had no card he adlibbed incorrectly because he didn't want to explain to his employer why he had had to make another trip.
The connector to the card LOOKS like a USB connector, but it's not.
posted on May 26, 2001 02:06:58 PM new
My son (only a college kid studying computer networking) told me the new cable modems do not need a network card. When he had cable internet installed (road runner) they asked him the same question about if he had a card.
He also said that he can't see how the cable connection would have caused the 'fire'. He thought perhaps your computer was at fault. Since you had never used the USB port it may have reacted wrongly when connected.
You had stated,
and when we called Dell they said it was okay, but not to let them "fix" anything or replace anything, only look inside,
Since they (the cable co.) did not need to open your computer (to add network card) and then Dell gave permission, as you quoted, for the cable co. to open and look I can not understand their logic in now saying your warranty is void?!
My son explained his opinion in more tech terms but me only being a Mom, could not remember "dem big words".
posted on May 26, 2001 02:18:32 PM new
Oh, KatyD...this is awful...I feel for you.
Do you have an attorney? A really good, aggressive, threatening letter may be called for about now. Find the agency in your state responsible for regulating the cable business, and CC them. Also the AG and your state rep. Let the cable company know you're not going to be intimidated by them, or accept what they tell you at face value. Maybe even mention a local newspaper reporter you happen to know...
We can be positive they don't want any bad publicity in this competitive market...right?
posted on May 26, 2001 03:12:01 PM new
KatyD: Is the company Charter?
I ask because I found this on a message board. I have no idea if it's the same company but the cable company blamed the outlet here too.
-------
Charter Blew Up My Computer & Made Me Pay for It !
Long Beach, CA.
Charter Pipeline was ordered only to have third party company come out. (Charter Comm. makes agreements to have them perform the work ). They plugged the equipment in and when everything was turned on.... BANG!!!
Motherboard - Fried, Power supply - Fried, Cable Modem - Fried. and then some...
Charter Comm. said they had no responsibility in the matter and then gave a free months worth of service. WHAT?
To add insult to injury, the Tech Company said it would build a new computer if the parts were picked up and paid for up front!
Having no choice in the matter, Business Is Suffering !!!
Days later...
The computer was returned with, missing parts, some cables not even hooked up but somehow managed to run? And the old parts were never returned?. (Isn't there some law about that?)
The tech company claims that the outlet wasn't grounded properly. Hey, what about a possible defective cable modem?
And isn't there a good part of Long Beach that still has older dwellings were built way back when? Were any of those customers outlets checked first? ... I intend to start asking them.
Doesn't the technician have a testing tool to check for that sort of thing before plugging everything in? I'LL BET THEY DO NOW!
If not past customers, Future customers will now have the benefit of a pre-installation double check for grounding thanks to this teaching experience.
WAS THE HIGHEST LEVEL OF CUSTOMER SERVICE (AS THEY ALWAYS CLAIM) PROVIDED HERE? WAS A CALL RECEIVE FROM THE TOP OFFERING A SIMPLE APOLOGY FOR WHAT HAS HAPPENED? NO!
HOW WOULD YOU FEEL IF THIS HAPPENED TO YOU!
Well, all is not finished. Charter Comm. and the Tech Company will have there day in court and pay a hefty price for what has happened. You think a judge will award me the case, YOU BET THEY WILL.
*** BE FOR WARNED ***
Ask yourself before getting high speed internet access, what would you rather have... Burning Cable Modem or DSL?
Watch your technician next time. See if they check that outlet before hand.
posted on May 26, 2001 04:31:13 PM new
I am in an area with Road Runner in there ad and on the ap to aply for the service it asked you if your computer has a network card it goes on to say if not dont worry the $99 instalation fee includes a network card.
Goes on the inform you that one of there techs will have to come to your home open up your computer to install this network card to plug there cable modem into or if you know how you can stop in to there office dureing bussiness hows and get the parts and install yourself if you dont need there help they wave the $99 set up fee.
infact the network setup in any windows operating system will not work inless you install a network card.
No more then a Modem will dail up your provider with out a phone line.
