Posted by Michelle/AL on 3/12/13 7:58pm
Msg #460839

Home Internet Stopped Working

I'm posting this in the event someone else runs into this problem. I came home from a 4 day trip to no internet. Called Technical Support at my internet provider (Charter) and after 30 mins of troubleshooting learned that that problem was with my wireless router (NetGear). It was suggested that I contact NetGear's Technical Support.

I have zero patience when talking with Technical Support (TS) of any kind on the phone. Really, my blood pressure goes up at the mere mention of the name. I was "this" close to just running out and buying a new router but decided to give TS a try After another 30 mins they determined that the router & modem were no longer "in sync". The cause - probably a power outage. With a keystroke here & there, the two boxes were back in sync and the internet surged on.

Hope this post helps someone in the future.

Reply by sueharke on 3/12/13 9:25pm
Msg #460853

I recommend putting the router and modem on a power backup unit. If there is a power outage, it will keep the device working as long as there is backup power in the unit. We have APC UPS units on all our computers and key electronics. This way we are able to shut down our computers and lose data to a power outage. Also, some units provide protection against lightening strikes and power surges.

In case of a thunder storm we disconnect our computers, modem, and router from the power source but unplugging them from the wall. Lightening can travel through phone line and power lines to cause a power surge. It is the same as just shutting down the computer system during the storm.

Reply by Notarysigner on 3/12/13 9:33pm
Msg #460858

Lightening travel through the phone lines, yes in the old days. Now days there is a box (grey) mounted on the outside called the network interface...there is a fuse in that. For those who have fiber to the home, the fuses are in the "sidewalk box" Green, usually on a corner. retired telco

Reply by sueharke on 3/12/13 9:58pm
Msg #460865

Thank you for the information. What about people who do not have fiber coming to the home?

Reply by jba/fl on 3/12/13 10:53pm
Msg #460872

Fried.

Have the grey box, but it must be a different grey box as I was fried through the lines, router and ethernet card both.

We are the lightening capital of the US? world?

Reply by Notarysigner on 3/13/13 10:20am
Msg #460927

Re: Fried.

That would be an old box, before the had lightening. LOL Box not grounded, maybe not ATT?

Reply by jba/fl on 3/13/13 11:51am
Msg #460963

Re: Fried.

Always ATT/BellSouth. Since 1978, don't know if changed or not.

Reply by jba/fl on 3/13/13 11:52am
Msg #460964

too fast----

"before the had lightening." I hope you are not saying before they had lightening?

Reply by Notarysigner on 3/13/13 12:27pm
Msg #460973

Re: too fast---- Ok, not funny...sorry.

Some of the undergrounds in Bellsouth territory have lightening restrictors on them called "damplers". Sometimes, they are missing and that will cause a BIG problem like you experienced.

Reply by jba/fl on 3/13/13 1:19pm
Msg #460985

Nope - we are not underground....All above (board - LOL) n/m

Reply by Bear900/CA on 3/13/13 12:33am
Msg #460882

Basics for 're-booting' your equipment: Turn off computer, router and modem. Unplug power to modem and router to be sure. Wait a minute and plug back in.

Turn equipment back on in this order and wait until most lights stop blinking: first the modem (wait several minutes), then the router (wait again) then the computer.

This is standard procedure and what the Charter recorded instructions walk you through. This ususally works.

Best!

Reply by sueharke on 3/13/13 1:19am
Msg #460885

Bear900 you are correct. But first I have to connect the phone line to the modem. Second, plug the power cord into the wall before powering up the UPS. Then we follow the instructions you posted for resetting the rest of the equipment. We learned to do this when we lived in Texas. Thanks for clear instructions

Reply by Michelle/AL on 3/13/13 7:43pm
Msg #461064

Bear, you're right and I'd been doing that for years. However this time it didn't make any difference. The settings in my router needed to be changed.

One more thing, NetGear's website will walk you through the sync process (if you like that sort of thing). Technical support told me that they normally charge for their phone support but since it was my first call to them they would help me.