[Modem] Error 678 - Remote computer does not respond

[jimmy]

I have had a mostly solid DSL line with Earthlink for 7 years. Last Monday I could not connect to the internet. I disconnected my router, UPS and filters and set up a direct connection and used XP's WinPoet to try to login. Now I get Error 678. I also tried a different phone jack, swapped out phone lead and ethernet cables, and even tried it with my notebook computer.

Called Earthlink tech support. Told them all of the above, which they ignored. They had me doing the same troubleshooting again and again and again until finally Saturday they said it was a line problem and would have the phone company work on it. Yesterday they called me and said it was repaired and that it was something in the CO.

It is not fixed. I still get Error 678. The tech now tells me it's my modem and that I need a new one. I'm not sure I believe them. How did I go from "the phone company fixed it" to "it's your modem". Plus past experience: They said my modem was bad 2 years ago and it ended up being a line problem. In addition, I have a backup modem (same model), which also gets error 678.

My question is this: Is there a way to test the modem? I use a Speedstream 5260. (It's one that should be upgradeable to a 5660, but I have not been able to get it to ftp the upgrade firmware.) I can telnet into it, but I'm not sure how to interpret the results.

I asked the earthlink tech if we could test the modem, and he said no, it was too old, the firmware was probably worn out. His exact words, "worn out". Then he went into a sales pitch on buying a new modem or signing a year contract. I will not do that so my options are to solve the problem myself or go with a different ISP.

Any help is appreciated. I have run out of patience. Eight days now with no internet is unacceptable. Earthlink's technical support is abysmal.