Netgear wireless router with Charter cable modem timing out

Posted on 2003-03-06
Medium Priority
Last Modified: 2013-12-14
Hi.  I have a netgear wireless router and a motorola cable modem (with Charter cable broadband service).  When I try to access the Internet through the router 80% of my requests time out.

Here is the dilemma:
1.  When I connect my computer directly to the cable modem, everything works great.

2.  I have tried multiple routers (different brands), all with the same result.  When I try the router on our network at the office, it works great.

3.  Charter has informed me that they authenticate on the Cable modem's MAC address, not on the address of anything connected to it, so I should not have to clone the address from my PC to the router.  I have tried cloning the MAC address, and it made no difference.

4.  I have updated the firmware on the router (per the tech's directions).  Also have adjusted the MTU in the config file.  No difference.

5.  I am running no other software (such as firewall, AV, etc.)

The router does receive an IP from the Cable modem when it is plugged in.  I have verified that the DNS it is receiving trough DHCP is correct.  I have been testing the router by plugging directly into the box, NOT THROUGH WIFI - so that isn't the problem.  In fact, the LAN side seems to work great - the 2 XP computers can transfer files very quickly.

The bottom line is I've spent HOURS on the phone with CHarter's tech support, as well as with Netgear's tech support.  Each one is pointing at the other guy, but no one has an answer.
Question by:rappdigital
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Expert Comment

ID: 8085966
This is a long shot, but bear with me. We had a problem a while back that sounds similar to what you're running into.

Try running a tracert to your gateway. First using just your modem, and take note of the IP Address of the last hop.  Then connect the router and do the same thing. I'd be curious to see if they both end up at the same place. In our case it timed out before it reached the gateway, but it always got hung up at the same IP address.

Let me know how it turns out and I may be able to shed some light....

Accepted Solution

WSJokah earned 900 total points
ID: 8115185
I worked for charter so heres a bit of info..

MAC adress allows connectivity, so anything past that is fine. The mac is on the modem.. so wether its connected to a router or to your pc it doesnt matter.

Now this might seem very stupid, but ive seen it happen to techs..
When the motorolla modem is installed its installed on a pc usually - then its working etc, and later u plug the modem into the router.. If you do not unplug the modem and replug it back it (power)- it wont establish a connection.

Sounds dumb, but it sometimes works..


Author Comment

ID: 8115266
the problem ended up being with the motorola modem, but not the same issue you mentioned.  actually, the modem just wouldn't work with any router.  When I replaced the modem with another model/brand, BINGO!  All is well.

Expert Comment

ID: 8116809
just kinda curious - what model was it?

btw.. and what state ya from? cuz i know different regions = diff products.. charter in the st cloud system and alexandria system stopped using the old school motorollas and now use RCA dcm235/245 or Webstars


Author Comment

ID: 8119688
The original modem was a motorola.  I returned it to them and used my own RCA.

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