Forum Thread

Modem/Router issue with Time Warner

SoG 391 183 March 1, 2016 at 10:25 AM
Hello all.
I just bought a modem and router from netgear, the CM400, and the AC1200 (R6220).
The Time Warner guy had setup both the modem and router, and I got my phone to connect to the wifi
he left, I went out, and when I came back home, I connected back to the wifi, but the web pages wont load
I tried to connect an ipad and my ps4 to the wifi, same results
I can see the wifi network, and connect to it, but my devices wont get online (webpages cannot be displayed, or error connecting to internet)
I tried to connect a laptop to the modem and router, separately, using an ethernet cable, and still no good, cannot connect to internet
Any suggestions/help as to why I can't connect to internet with the netgear modem and router

I am about to return both netgear items to pick up the SB6141, and a new router.
And, any suggestions as to which router I should get, that will be easy to use (just plug and play)

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#2
I would wait to return them right away until you do a few trouble shooting steps unless there is another reason to make a change. It sounds like it's a configuration problem. No modem or router will be plug and play. All require some configuration on the users part. While they are consumer devices they are not light bulbs.

Modems require registration and activation from your ISP to work on their system. Your installer could easily have made a typo when entering this information into the system or another simple problem like that. Call time warner, tell them of the service you had done today and explain that it's not working when connected directly. Even if you were to go get a new modem you would have to do a similar process.

Routers also require some configuration with setup of the wifi password, network name, channel, and then the router interface password, etc. It sounds like your router is working since you can see the network and connect to it.

Once you get time warner to fix the internet issue I am betting things will work as you expect. If you were to get a new router your best selection is probably going to be online.
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#3
since you can connect to the internal network/wifi, try connecting a computer directly to the modem and see if you have internet. If so, the issue is w/ your router. If not, call TWC. Let us know your results and we can further assist.
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#4
Quote from LiquidRetro View Post :
I would wait to return them right away until you do a few trouble shooting steps unless there is another reason to make a change. It sounds like it's a configuration problem. No modem or router will be plug and play. All require some configuration on the users part. While they are consumer devices they are not light bulbs.

Modems require registration and activation from your ISP to work on their system. Your installer could easily have made a typo when entering this information into the system or another simple problem like that. Call time warner, tell them of the service you had done today and explain that it's not working when connected directly. Even if you were to go get a new modem you would have to do a similar process.

Routers also require some configuration with setup of the wifi password, network name, channel, and then the router interface password, etc. It sounds like your router is working since you can see the network and connect to it.

Once you get time warner to fix the internet issue I am betting things will work as you expect. If you were to get a new router your best selection is probably going to be online.
Thank you
I didnt have the patience so I thought there was an easier and quicker way
I will try to set up again and call time warner for assistance
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#5
spoke with TWC yesterday
we worked with the modem and router together and separately
when connecting the modem to laptop thru ethernet cable...i was told that on their end...the signal seems fine...the problem is receiving the signal
TWC said it may be the cable wire (there's a single split...joining two wires)...or it may be the modem
I can connect to the the internet briefly...like 5 mins...then i would be disconnected
TWC is going to send someone over tomorrow night to check it out
is there a way for me to check if my modem is the issue?
both my own modem and router are brand new (CM400, and AC1200 (R6220))
if i call netgear...will they be able to figure out if the devices are defective
any suggestion/help would be greatful
tia
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#6
Quote from SoG View Post :
spoke with TWC yesterday
we worked with the modem and router together and separately
when connecting the modem to laptop thru ethernet cable...i was told that on their end...the signal seems fine...the problem is receiving the signal
TWC said it may be the cable wire (there's a single split...joining two wires)...or it may be the modem
I can connect to the the internet briefly...like 5 mins...then i would be disconnected
TWC is going to send someone over tomorrow night to check it out
is there a way for me to check if my modem is the issue?
both my own modem and router are brand new (CM400, and AC1200 (R6220))
if i call netgear...will they be able to figure out if the devices are defective
any suggestion/help would be greatful
tia
There isn't a lot netgear can do as there really isn't much configuration to do. Chances are your modem and router are probably not bad out of the box, if the were they would tend to be DOA not intermittent. I still think this is a time warner problem.

When TW comes out they should be able to test the line, and even swap in one of their modems to rule out yours. Personally I would wait until TW came out first. Since your stuff is new you should be able to swap it out if its defective.
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#7
thanks
fingers crossed
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#8
problem fixed
it was my netgear modem
so going return it and pick up a sb6141
hopefully no problems there
thanks you all
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#9
Quote from SoG View Post :
problem fixed
it was my netgear modem
so going return it and pick up a sb6141
hopefully no problems there
thanks you all
Thanks for the update. Did TW help you figure that out?
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#10
twc helped
they came to see if the lines were ok
the brought their own modem to check
everything worked fine after the switch
just returned the netgear modem and bought the Motorola sb6141
hopefully no problems later wen I hook it up
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#11
cool i have a sb6141, had no issues with it so far.
everytime there was a problem, it's with TWC.
if you need help configuring the router, let us know!
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