Router issue

[Tristerin]

Is there a way to test a Router for dropping internet or blocking all throughput?  Having disconnects lately, haven't TRULY troubleshot it yet (have backup router, etc).

 

Comes down to my Router is no longer supported by Charter Spectrums supported router page, and they are blaming the router for these random disconnects (last under 1 min each time).  Just curious if there is a software out there I can use to test this to be certain before investing in an expensive one.

 

I wrote up a wall of text explaining my home network and how its connected etc, but then thought none of that's important (if it is let me know will post!) if the source is either the service itself or the Router.

 

[Electronics Wizardy]

Plug your system into the modem and see if you get the same issues.

 

But really don't use a non supported router, big security issue.

 

 

[nick name]

A little bit more might be needed.  Are you using your own router after their modem/router?  Or did you buy a modem/router yourself?  

[Donut417]

25 minutes ago, Tristerin said:

Router is no longer supported by Charter Spectrums supported router page

Charter shouldnt care about what router you have. Modem yes they care, Router no. Any router should work on like any ISP. Its the modem where you get the support issues. 

[Tristerin]

 

12 hours ago, nick name said:

A little bit more might be needed.  Are you using your own router after their modem/router?  Or did you buy a modem/router yourself?  

Setup:

CHARTER issued ARRIS Modem

TP Link AC1200 router

Port 1 - Media Center PC

Port 2 - Smart TV

Port 3 - Office Switch (Netgear basic switch)

Port 4 - Bedroom Switch (Netgear basic switch)

 

Office Switch - Nothing connected ATM

Bedroom Switch - 2 PCs connected

 

Wifi - various devices all connected to the 5ghz band (phones, tablets, PCs connected via wifi), 2.4ghz band left open for guests

 

13 hours ago, Electronics Wizardy said:

Plug your system into the modem and see if you get the same issues.

 

But really don't use a non supported router, big security issue.

 

 

That was going to be my step 1. (but was hoping for some sort of software solution) as prime time for this occurring is between 9pm - 10pm my time.  Was going to get the disconnects and call charter - because if you call them while having a Router (their modem) connected that is not supported (I.E. they support only stuff like Linksys, CISCO, Nighthawk routers etc) that they cant help further (had my wife call, told her not to have anything but a single PC connected so that they couldn't claim this and drop support but she didn't so they said they cant help further).

 

If I got the drops with just a single PC hardlined then it was obviously the service or the modem itself and would also try to replicate to ensure.

 

As for unsupported router, I was pretty vague, but Im not sure how this is a big security issue? 

 

13 hours ago, Donut417 said:

Charter shouldnt care about what router you have. Modem yes they care, Router no. Any router should work on like any ISP. Its the modem where you get the support issues. 

 

Agree, but they say if its not on their supported list (they provide modem) that they cant guarantee anything past the modem working (which I understand but find complete BS because the router is just a (basically, I may be wrong in my way of describing this) highway interchange of information to keep things unclogged?

 

So the No Internet light, lights up when the Internet goes down - but the modem itself shows its connected still.  Was hoping their was a software solution (I have my setup very buried and perfectly snug in its home and was really not wanting to dig into that mess without seeking a software solution first) but if there is not, I will start the troubleshooting process.

 

Thanks all!

[Donut417]

1 hour ago, Tristerin said:

that they cant guarantee anything past the modem working (

No ISP supports customer owned routers. All they do is guarantee it up to the modem, period. So this is not a charter specific issue. Generally they don’t support any customer owned equipment. My ISP Comcast tests retail modems to ensure compatibility and provides the software updates. But if you call in with an issue 9 times out of 10 they blame your modem if you own it. When you use your own equipment it’s up to you to figure it out.

[Tristerin]

1 hour ago, Donut417 said:

No ISP supports customer owned routers. All they do is guarantee it up to the modem, period. So this is not a charter specific issue. Generally they don’t support any customer owned equipment. My ISP Comcast tests retail modems to ensure compatibility and provides the software updates. But if you call in with an issue 9 times out of 10 they blame your modem if you own it. When you use your own equipment it’s up to you to figure it out.

I understand this and appreciate it from a business standpoint.  I was to vague in this thread.  What I was looking for was a possible software solution to verify my router is dying without having to dig it out of its home (see where the packets stop for example, but I only know words to use, not the actuals of networking).

 

If there are none - then so be it, let the physical trouble shooting begin.  

[Donut417]

16 minutes ago, Tristerin said:

I understand this and appreciate it from a business standpoint.  I was to vague in this thread.  What I was looking for was a possible software solution to verify my router is dying without having to dig it out of its home (see where the packets stop for example, but I only know words to use, not the actuals of networking).

 

If there are none - then so be it, let the physical trouble shooting begin.  

You can try a tracert to see where your packets start having issues.