This is my journal dealing with my SMC7004AWBR wireless router(s).
You may have one that works perfectly, the 3 I had did not.
Date: 04/30/2002 -- This is a copy of an email I sent to SMC's tech support
model #: SMC7004AWBR
part #: 750.5435
serial #: T112802452
firmware: 1.41.004
I hate this router! This is my second one, you sent me a replacement about 4 weeks ago.
I am running 5 computers in my home, using Windows 2k, XP, ME and RedHat Linux 7.1. I have mediaone (AT&T now) cable modem (Netgear LCP100) service (No problems for 2 years before I got the router)
I am still having the following problems with this unit:
1) The printer status will go into "Not Ready" mode and I cannot print until I reset the Barricade router. My printer is a HP Deskjet420. This happens about every 24 to 48 hours, even if I leave the printer on continuously.
2) The router stops working (no traffic to the WAN (cable modem), but the LAN does work). This happens about every 3 days. It will stay like this until I reset the stupid thing.
3) I have a web & ftp server running on standard ports, using the DMZ and the port routing features (I use both because the DMZ alone has problems working reliably). Sometimes the DMZ refuses to forward packets after about 2 days (until I reset the damn router!). The problem with the port forwarding feature is that the IP address I get is the router's IP address, not the computer that is talking to my web/ftp server (This is a small problem, I could live with). I have tried using just the DMZ feature and the port forwarding alone, but after a couple of days, the router needs to be reset for something.
I hate this router! I will not recommend it to anyone! It gives me nothing but headaches. I don't know what to do. I cannot return it to the store I bought it from (because the thing came with a rebate and I no longer have the UPC). I did my research before buying this and reviewers seem to think it is a good unit. I however cannot stand it.
My questions:
Why do I have to reset it every couple of days?????? Do other people have this same problem? Did I just get the worst 2 units your company ever made? Do you consider this an acceptable product? Could you run a business with this hardware? Would you?
I am posting this letter to my web site http://www.racmar.com/smc.html (feel free to view the site, unless my SMC router needs to be reset).
Ok, now I'm through ranting. The customer support has been excellent and the tech support seems to be knowledgeable and polite. I just want a router that works. The latest firmware (V1.41.004) has done little to help these problems.
Please help me to get these issues resolved.
P.S. I had to reset the router while writing this complaint letter!
Date: 05/01/2002 -- This is the results of a phone call the next day.
I just spoke to smc tech support. I called them. The tech said it usually takes 3 or 4 days before they respond to their email forms. WOW, that sucks!
Ok, so the tech spoke with a Level 2 tech and asked me to try changing the cat5 cable with another one. I asked him how many people call and complain about the reset problem, he said approx. 2% (after checking with another tech).
I switched the cables; hope this works (fingers crossed).
p.s. I was rude to the tech (because I don't beleive this is the problem). I think they'll say anything to get you off the phone, and that sucks!
Date: 05/08/2002 -- Called tech support again. (hold time: 42 minutes)
Ok, switching the cables did not fix my problems. I talked to a tech today (CHRIS) who said that he was going to *escalate* the matter? Whatever that means.
I explained the symptoms (yet again) and he said he would try to get back to me by FRIDAY. I asked him to call me by Thursday instead, that way if they
do send me another router (this would be the 3rd) I won't have to wait until Monday for it to actually ship.
Anyway, I gave up writing the log of when the barricade needs to be reset; because I wrote a python script to reset the DAMN thing for me!
To reset an SMC 7004AWBR Barricade (firmware 1.41.004).
Use a browser (IE and Netscape were tested) or a program, visit the following two
URLs in this order.
1) http://192.168.2.1:88/login.htm?pws=YOURPASSWORD&page=login
2) http://192.168.2.1:88/tools_gateway.htm?page=tools_gateway&logout=2
** YOURPASSWORD should be changed to your real login password for the Barricade
** 192.168.2.1 should be changed to your router's internal IP address.
Here is the log output for the above program. It runs every 5 minutes and tries to connect to some popular web sites. I put
www.smc.com first so it will get the most traffic.
If none are accessible, it will reset the router using the above URLs. If you have a similar problem, email me.
Date: 05/10/2002 -- Called tech support again. (hold time: 28 minutes)
They did call me yesterday, but I was not home.
SMC has agreed to send me another router. This time it is going to be the 750.5312 part number, not the 750.5435 part number.
We'll see if the other version of their 7004AWBR helps. (I am hopeful)
Date: 05/16/2002 -- Received my new 750.5312 barricade router!
Boy, I really like this design much better. The LEDs are easier to see, they FLASH according to the ammount of traffic each connection gets, and there is a wireless activity indicator LED!
The LEDs on the other model (750.5435) would just stay solid for any ammount of traffic, or off if there was no traffic; not very informative.
The web configuration page is laid out MUCH better, and it will give the status just by visiting the routers address, without logging on first. You can't make any changes or see any settings other that the connection status, for security reasons.
Chris, the tech in charge of my case, actually CALLED ME after noticing I received/signed for the package! Now that is EXCELLENT customer service! Somebody give that guy a raise!
So, how does it work? Only time will tell the full story, but for now I have not had to reset the new router except for changing the initial setup values (which I fully expected).
I will update this page at least once a week for the near future...
Date: 05/23/2002 -- It works, sort of...
Well, this router works very well as a router. The problem is that it has horrible wireless range (10 to 15 feet), much less than the other two. I've called SMC and they wanted me to send this one back and try yet another one.
Sorry guys, but three strikes and you're OUT! I will say this, the tech support people at SMC are a good group of guys! They agreed to refund my money and allowed me to keep my refund (for buying the router and a SMC2632W).
Date: 05/23/2002 -- Papa's got a new pair of shoes...
When they told me they would refund my money (although I have to wait 30 days to get it), I immdeiately went out and bought a shiney new Linksys BEFW11S4v2, and a new Netgear MA401 wireless card. Ok, so I tried the SMC router with
the Netgear wireless card and the range was similiar to the SMC wireless card (about 15 feet from the router). Now, I plugged in the Linksys router and BAM!, it worked great and the range was tripple what the SMC router was.
Next, I upgraded the firmware of the Linksys and have been using this setup ever since.
Date: 06/19/2002 -- Just checking in...
I've got to say, the Linksys and the Netgear MA401 both kick some major ass! They work as advertised, and they did it right the first time. No problems (i.e. resets) in almost a month!
Date: 07/27/2002 -- Finally received my refund from SMC...
Today, I finally got the check in the mail from SMC that's 1 month longer than SMC said it would take.
Just so you know, the Linksys and Netgear still work great, I can't believe how stable they are under both windows 98 and windows XP. The MA401 even works good using SuSE Linux 8.0,
even if it didn't work "out of the box". I just recompiled the kernel and added the correct files in /etc/pcmcia and it works like a champ.
