Problem with router connection
Problem with router connection
Are there methods to verify a router’s behavior regarding internet drops or complete traffic blocking? Recent disconnects have left me uncertain about whether the issue lies with the router or the service. I’m unsure if any software exists to confirm this before committing to a costly device. I documented details about my network setup, but now I’m unsure whether the problem stems from the service provider or the router itself.
Preparation: Charter created ARRIS Modem TP Link AC1200 router Port 1 - Media Center PC Port 2 - Smart TV Port 3 - Office Switch (basic Netgear switch) Port 4 - Bedroom Switch (basic Netgear switch). Office Switch – nothing connected. ATM Bedroom Switch – two PCs linked via Wi-Fi, all devices operating on the 5GHz band (phones, tablets, PCs via Wi-Fi), 2.4GHz left open for guests. This was intended as my first step, but I was hoping for a software fix. Prime time for this is between 9pm and 10pm local time. I planned to disconnect and call Charter, since calling while the router (modem) is active isn’t supported (they only work with brands like Linksys, Cisco, Nighthawk, etc.). They said if I got disconnected with just one PC hardened, it would point to the service or modem itself, and they’d try to replicate it. Regarding an unsupported router, I wasn’t sure how serious this was as a security risk. Agree, but if it’s not on their list (they supply the modem), they can’t promise anything beyond that modem functioning. The No Internet light turns on when the connection drops, but the modem still shows as connected – which is confusing. I’m not sure what this means, but it sounds like a big issue. They claim if it’s not listed, they can’t back further. Thanks everyone!
No ISP backs customer-owned routers. They only promise uptime until the modem, that’s all. This isn’t a rule tied to a specific agreement. Usually they won’t back any personal gear. My ISP Comcast checks retail modems for compatibility and sends updates, but if you report a problem nine times, they’ll point it at your device. With your own setup, you’re responsible for solving the issue.
I agree with your perspective and value this from a business angle. You were seeking a clearer software option to confirm router issues without physically accessing it (like checking packet drops). If such a tool isn't available, proceed with hands-on troubleshooting.