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Warren H
Guest
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 Posted: Fri May 11, 2007 11:50 am Post subject: Re: Help needed with intermittent internet |
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JM wrote:
| Quote: | There's a whole bunch up there that my ego would like to clarify, but
it likely would detract from the target. I do understand what a
router does. I
do understand the OSI model. My attempts to generalize and present
the
various miscommunications between myself and a room full of Comcast
support
people over the past 4 weeks misrepresented the situation.
That a router operates at layer 3 is a fact. That it does much more
than
"route" traffic also is a fact. However, I'm having trouble seeing
the
pertinence of this information, in the context of your theory
concerning possible cause. If I'm interpreting your comments
correctly, you think the router might be blocking IP traffic according
to a schedule. If that's so, then would we see the internet "down"
specific times of day? Should it be predictably recurring? Could
there be other times of the day when the internet is intermittent?
Finally, would a reset of the Netgear "fix" this type of problem?
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Well, here's where we are:
Comcast has stated that the modem is not going down, and there's nothing
in the modem logs to indicate a problem.
You've isolated your LAN from the Netgear box.
That narrows things down to the router in the Netgear box.
You've implied that this happens every night, over night. That would
seem to indicate a regularly scheduled event.
So possible issues include:
- The router is configured wrong, possibly blocking on a schedule.
- The router has some other problem.
- The router, and the other two also, are all from the same batch,
and are all defective.
- You really didn't isolate your LAN from the Netgear.
- Comcast isn't being honest about the modem not having a problem.
That's a pretty short list, but it could get longer if one of the last
two items on it are where the problem is. But assuming that you did
isolate the LAN from the Netgear box, and assuming that Comcast is
correct that there aren't any problems up to and including the modem
that's in the Netgear box, then we're down to the something with the
router in the Netgear box.
So assuming that isolation troubleshooting has been properly done, and
the results have been correctly reported, it's now time to focus on that
router. I'm suggesting the blocking schedule because the context of your
reports of your conversations with Comcast infer that they aren't aware
of a way that the Netgear box can shut-down sometime overnight, and your
reports on when the problem happens, for the most part, point towards
the same timeframe each day. But that's just one example of what it
could be, and something that I'd look at first in the router
configuration.
My point is that isolation troubleshooting has narrowed us down to the
router. The symptoms reported are not inconsistent with a router
problem. (They were inconsistent with a bridge problem.)
What else can be done?
You can physically disconnect the LAN instead of just disabling the NIC.
That would confirm that you have isolated the problem to someplace
outside your LAN. And Comcast can recheck the modem logs, and recheck
the RF signal to the modem. If everyone re-does, and confirms the steps
they've taken to isolate the problem, then we're right back at the
router. And so far, I've seen absolutely zip on the router
configuration. The only thing we know is that three different physical
routers have been in place during the course of this problem.
Speaking of things I haven't seen addressed, a number of times I've
asked if they only replaced the combo box, or if they also replaced the
power brick for it as well. And I've also asked about what other
electrical equipment might be on the same circuit. Even if you can't get
into the router to check the configuration, you should be able to make
sure that it's getting clean power.
I'm not saying I'm locked into the blocking schedule theory. But I am
saying that if all the information that has been offered is correct, and
all the methodology has been sound, then we have isolated the problem to
that Netgear router packed in the same box as the modem. And despite
replacing the combo box twice already, the problem is still there.
So what else can it be? Either you need to go back and re-do the
isolation troubleshooting again, and see if you wind-up someplace else,
or the problem is in the router. And they symptoms are not inconsistent
with something that can happen with a router.
Where else can we go with this?
--
Warren H.
==========
Disclaimer: My views reflect those of myself, and not my
employer, my friends, nor (as she often tells me) my wife.
Any resemblance to the views of anybody living or dead is
coincidental. No animals were hurt in the writing of this
response -- unless you count my dog who desperately wants
to go outside now.
Maintain your landscape with Black & Decker:
http://www.holzemville.com/mall/blackanddecker |
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$Bill
Guest
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| Posted: Fri May 11, 2007 12:33 pm Post subject: Re: Help needed with intermittent internet |
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Warren H wrote:
| Quote: |
Where else can we go with this?
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To a tech that can configure something other than a Netgear combo modem.  |
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Eric
Guest
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| Posted: Sat May 19, 2007 7:25 am Post subject: Re: Help needed with intermittent internet |
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On May 11, 1:43 am, "$Bill" <n...@SPAMOLAtodbe.com> wrote:
| Quote: | Warren H wrote:
Where else can we go with this?
To a tech that can configure something other than a Netgear combo modem.
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To a tech that can get a line tech out to set up the amps feeding the
modem.
To a tech that understands that just because a modem is "in spec"
doesn't mean it will work properly.
To a tech that will actually troubleshoot and not just swap out a
perfectly good modem. |
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JM
Guest
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| Posted: Mon May 21, 2007 9:21 pm Post subject: Re: Help needed with intermittent internet |
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"Eric" <egrumling@gmail.com> wrote in message
news:1179551066.109815.121600@e65g2000hsc.googlegroups.com...
| Quote: | On May 11, 1:43 am, "$Bill" <n...@SPAMOLAtodbe.com> wrote:
Warren H wrote:
Where else can we go with this?
To a tech that can configure something other than a Netgear combo modem.
;)
To a tech that can get a line tech out to set up the amps feeding the
modem.
To a tech that understands that just because a modem is "in spec"
doesn't mean it will work properly.
To a tech that will actually troubleshoot and not just swap out a
perfectly good modem.
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I could not agree more. After another week watching this thing go down
every single night and having to reset it every single morning, I'm
convinced there is a signal problem to the modem that could be identified if
a competent tech would perform some real troubleshooting. But the tech they
keep sending does not qualify. In all seriousness, he appears to have a
learning disability. I'm not being mean. I'm just stating the truth. I
feel sorry for him, really, but the fact remains that Comcast is not
bringing high-level resources to bear on this problem.
jm |
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Eric
Guest
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| Posted: Tue May 22, 2007 8:56 am Post subject: Re: Help needed with intermittent internet |
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On May 21, 10:21 am, "JM" <j...@yahoo.com> wrote:
| Quote: | "Eric" <egruml...@gmail.com> wrote in message
news:1179551066.109815.121600@e65g2000hsc.googlegroups.com...
On May 11, 1:43 am, "$Bill" <n...@SPAMOLAtodbe.com> wrote:
Warren H wrote:
Where else can we go with this?
To a tech that can configure something other than a Netgear combo modem.
;)
To a tech that can get a line tech out to set up the amps feeding the
modem.
To a tech that understands that just because a modem is "in spec"
doesn't mean it will work properly.
To a tech that will actually troubleshoot and not just swap out a
perfectly good modem.
I could not agree more. After another week watching this thing go down
every single night and having to reset it every single morning, I'm
convinced there is a signal problem to the modem that could be identified if
a competent tech would perform some real troubleshooting. But the tech they
keep sending does not qualify. In all seriousness, he appears to have a
learning disability. I'm not being mean. I'm just stating the truth. I
feel sorry for him, really, but the fact remains that Comcast is not
bringing high-level resources to bear on this problem.
jm
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You mean they keep sending the same guy? I'm sorry to say this, but
you're going to have to contact your sales rep (since this is a
commercial account, you'll have a sales rep), and demand they escalate
the issue to the local supervisor. It is unacceptable for them to
continue to send the same guy out time and time again without
resolution. Make sure you make your rep aware of all that has
transpired. |
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