Modem problem

Discussion in 'Hardware' started by Grandma Beth, Aug 12, 2015.

  1. Grandma Beth

    Grandma Beth Private E-2

    I have a HP PC with Windows 7. I have an Arris SURFboard SB6121 modem and a Wirless N router by Monoprice MS-WN513N2. Everyday 20 - 30 times/day I lose my internet service and the problem is always diagnosed by windows as no access to access point, modem, router etc. Windows always have to reset the internet adaptor in order to resume use of computer or Netflix etc.

    I cannot find anyway to talk to someone at Arris, every thing is prerecorded directions which I do not understand. What is the network adaptor? The cable company says it is my modem or my router. It is very frustrating!:confused .

    Can anyone help me to solve this constant loss of internet connection. I do not have a password on my wifi, as I don't know how to set one up. Could someone else be using my wifi and that is causing this problem? Any help would be appreciated.
    Thank You
     
    Grandma Beth, Aug 12, 2015
    #1
  2. plodr

    plodr MajorGeek Super Extraordinaire Moderator Staff Member

    Is your computer connected by wire or wireless?
    I suggest you connect to the router by a cable. That will rule out the wireless adaptor inside your computer cutting on and off.

    If it still drops, then I suggest removing the router from the set up and connect your computer directly to the modem.
    Post what happens.
     
    plodr, Aug 12, 2015
    #2
  3. Grandma Beth

    Grandma Beth Private E-2

    My computer is a desktop. The cable service connects to the modem and an Ethernet cable runs from modem to WAN intake. The router has an Ethernet cable fromLAn4 to back of computer.
    I don't know how I could connect the router to cable directly as there is no fitting for a coaxial cable from wall to router. Does that help you?
    Thanks for the help.
     
    Grandma Beth, Aug 13, 2015
    #3
  4. plodr

    plodr MajorGeek Super Extraordinaire Moderator Staff Member

    You remove the wire going to the wan port of the router and attach it to your computer, removing the cable that now goes into the router.

    Before routers when people had 1 computer, they'd attach the computer directly to the ethernet port on the modem.
     
    plodr, Aug 13, 2015
    #4
  5. Grandma Beth

    Grandma Beth Private E-2

    Then the modem and the router are not connected at all and the router is only connected directly to the computer by the Ethernet at LAN4. How does the router talk to the modem which is connected to the computer directly thru Ethernet? Don't they need to be connected at all?
    Thanks for your patience.
     
    Grandma Beth, Aug 13, 2015
    #5
  6. plodr

    plodr MajorGeek Super Extraordinaire Moderator Staff Member

    You don't want the router connected to anything while testing. Pull the router wire out of the computer - attach the modem wire to the computer where the router wire originally was.

    I want your desktop computer connected directly to the modem. With the router out of the picture, if you computer keeps the connection, I know the problem is the router. That's how you test hardware.

    You do not need a router for one wired computer to get on the internet. A router is used a) if you have more than one computer in the house b) no computer has an ethernet port or some computers are too far away from the router to conveniently wire to it so they want to use the wireless option.
     
    plodr, Aug 14, 2015
    #6
  7. Grandma Beth

    Grandma Beth Private E-2

    OK I did that and now the modem has blue light flashing instead of Amber light. The manual says blue light on means: "a device, computer, or router is connected to the Ethernet port and is operating in high-speed Gigabit Ethernet (1000Base-T mode)".

    The amber light flashing meant it was" operating in Ethernet (10 Base-T) or Fast Ethernet (100 Base-T) mode". That is what was lit whenever the router was attached.

    I have a router because my grandkids all use I Pads when they visit and I have an IPad and smartphone, plus I watch Netflix constantly in another room via a RoKu setup attached to my TVs. Now what should I do next ?
     
    Grandma Beth, Aug 14, 2015
    #7
  8. plodr

    plodr MajorGeek Super Extraordinaire Moderator Staff Member

    Fire up your browser, do some surfing, perhaps email and see if you stay connected. Post if it is a steady connection. If it is, that means 1) your modem is good 2) the ethernet adapter in your computer is good.

    It also means the problem is either the router (it could just be LAN port 4) or the cable between the router and your computer.

    Easiest first step is to get a new cable and use that instead of the one now connecting your computer and router. Then the next step would be to plug the cable into LAN port 1, 2 or 3. (Ports do go bad on routers).

    If a new cable and different ports on the router still cause your desktop to lose a connection 20 -30 times a day, then it is time to replace the router.
     
    plodr, Aug 14, 2015
    #8
  9. Grandma Beth

    Grandma Beth Private E-2

     
    Last edited: Aug 14, 2015
    Grandma Beth, Aug 14, 2015
    #9
  10. plodr

    plodr MajorGeek Super Extraordinaire Moderator Staff Member

    There is no problem with the modem flashing amber - it just means the speed is slower. You should still be able to stream Netflix with that speed.
    https://en.wikipedia.org/wiki/Fast_Ethernet

    Yes.

    If your PC continues to work and not disconnect then it was either the old cable between the router and your computer or the LAN port 4 that was the problem.

    You can continue using that router or buy one that is faster. A faster router will not speed up downloads because that is controlled by your ISP. If you are getting 30MBps (that's what I have on a lower tier from Comcast) that is slower than the router speed.
    The only difference you would notice is if you have more than one computer and you move things between them.
     
    plodr, Aug 15, 2015
    #10
  11. Grandma Beth

    Grandma Beth Private E-2

    I had no trouble with my internet cutting out on Netflix or today on the web, email etc. My current internet service is only 10mbps/1mbps.
    Tested my speed and here is result:
    Download Speed: 10743 kbps (1342.9 KB/sec transfer rate)
    Upload Speed: 1146 kbps (143.3 KB/sec transfer rate)
    Latency: 7 ms
    Jitter: 1 ms
    ‎8‎/‎15‎/‎2015‎ ‎12‎:‎34‎:‎21‎ ‎PM That is my speed test result today.
    I primarily surf the web, pay bills, email and you tube videos. Do you think I need a higher speed? I only watch movies on streaming services thru RoKu, like Netflix, Acorn, Vudu etc.
    I am pretty sure you have found the problem with the equipment and I thank you for all your help. Your are most kind .
    Beth
     
    Grandma Beth, Aug 15, 2015
    #11
  12. plodr

    plodr MajorGeek Super Extraordinaire Moderator Staff Member

    No. Save your money to spoil your grandkids. ;)

    I have yet to hook up my new modem, also an SB6121 and when I do, I'll probably still use my very, very old router because I like it and understand the few settings it has.
     
    plodr, Aug 15, 2015
    #12
  13. Grandma Beth

    Grandma Beth Private E-2

    I spoke too soon. Internet cut out 10 times in 3 hours of Netflix and web surfing. Same problem "reset network adapter" solution again. Ordered a new AC router from Amazon. It is backward compatible. I will let you know if that helps. Thanks again for all your advice. You are most gracious. And don't worry, I'll still spoil those grandchildren. Beth
     
    Grandma Beth, Aug 17, 2015
    #13
  14. plodr

    plodr MajorGeek Super Extraordinaire Moderator Staff Member

    Well at least you know how to attach the PC directly to the modem to watch Netflix until the new router arrives.
     
    plodr, Aug 17, 2015
    #14

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