Fix Modem Hijack Page - Troubleshooting- Article no. 1969

Introduction

• Hijacking redirect occurs when a customer gets a special DNS ( 207.172.156.202 ) server issued along with an IP lease
   
• This causes every web page the customer tries to access to go to a specific site.  In this case, the Hijack page
   
• Typically, the connection displays the Hijack page if the modem provisioning is incorrect
   
• The page redirect can be but is not always located at http://penalty3.isd.rcn.net/

Resolution Steps

Verify the following before proceeding:

• The modem is active in Merlin
   

Check ICOMS to confirm the modem is active in both local and server:
 

1. Go to the Customer Equipment BX screen
    
2. Highlight the modem and click on the Port Occ Asgn button
    
3. Highlight the modem again and click the Modem Prov button
    
4. On the Modem Provisioning Information screen, the Local and Server status should be set to Active
    
5. Confirm there are no errors showing on the PT screen
    
6. Balance the account through the ICOMS EB screen
    
7. Power cycle the cable modem and the connected device
    
8. If the customer is still getting hijack page, reboot the computer or device that is getting the error