Re: Help needed with intermittent internet

JM wrote:
As for events since I posted last: Last night I logged into the Linksys and disabled outbound traffic from the server. I put a 24/7 block on the server's internet NIC. This morning at 7:50 the Netgear was unresponsive to ping from my office.

I know you don't have any access to configure the modem part of the Netgear, but do you have any access to configure the router side?

If not, or if unknown, try these ideas: From the customer's side, use a web browser to access 192.168.100.1, or 192.168.1.1, 192.168.0.1 or 10.1.10.1 the public IP address assigned to the Netgear, or www.routerlogin.net. If a login/password screen comes up, try cuadmin / highspeed . I would advise not changing any settings, but rather just look around. There is probably a "blocked services" (or similar) menu, and there should be an option for setting a schedule.

If you find that the router has been configured to block services based on a schedule, any Comcast didn't give you the ability to manage the router, then call them up, and talk to them again about this situation. When they've said that the modem doesn't go into sleep mode, they may not have been thinking about what the router can/can't do, and they may not have thought about it's ability to block services on a schedule. In other words, if they were focusing on the modem, they may have overlooked the anything dealing with the router. On some level they probably realized it was a combo unit, but they may not have made the cognitive connection correctly.

If they claim they can't manage the router, ask them to send a tech who can.

If you are able to look at the router configuration, and you find there's nothing there that should be a problem, then we've reached a huge stumbling block. When you shut-down traffic from the server to the Netgear, that should eliminate the issue of traffic from the LAN crashing the router. And if Comcast has been honest about the modem logs indicating that the modem side isn't going down, then we've isolated the problem to the router side of the Netgear. And since multiple Netgears have exhibited the same problem, it seems to point towards a configuration problem on the router side of the Netgear.

BTW... Did you make sure that when they replaced the Netgear they also replaced the power brick? And have you confirmed that it's not on a circuit that could be experiencing a surge or brown-out condition during the time in question? If not, those, and not the configuration, could still be an issue.

Either way, assuming that Comcast is being truthful about the modem side not going down, the problem has sufficiently been isolated to the router side of the Netgear. If they haven't been truthful about the modem status, then the problem could be further out on their side.

--
Warren H.

==========
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