Lee: With whom am I speaking currently? .
firstname: Marc, his son
Lee: Thank you, what technical issue may we help you with?
firstname: Well, we've had a hub and router and set up a home network fine so that the computers at our house can share files and play games between each other, but these past two weeks, the RR cable modem seems to be acting up. Lately we've used the router/firewall for protection and networking but whenver we connect through that we lose all lights on the cable modem except the power LED while trying to download or play games on the internet, sometimes even browsing the internet
firstname: so at first I thought it was the router obviously, but then I tried my old hub and the same issue occured
firstname: I replaced all the cable and still the same. So then I plugged the modem into the computer directly and it works fine. I plugged this computer back into the hub by itself and the problems occurred again telling me there's something wrong with the cable modem we have
firstname: Browsing the internet we're usually fine, but downloading and playing games is impossible now. Yet all this worked for the past year
Lee: We only guarantee the modems to work when directly connected to a computer. If no issues occur in that configuration, we can't assist you.
Lee: This is not a modem issue, but I can't debate that with you. It is a home networking issue.
firstname: There's no way to get the modem replaced? RR says they allow hubs and all of my friends also run routers or hub fine with the modems. We've had this modem replaced before, and it seems to be acting up. It's definitely not a home networking issue as I've tested all possibilities of that and I know how to set them up quite easily.
Lee: Look at what you're telling me: When you use the home network an issue exists. When you bypass the home network, there is no issue. The cable modem is constant in this. There is no indication of issue with the modem.
Lee: Hubs, routers, and networked computers can all cause network issues on a home network.
firstname: So you're telling me in these past two weeks I've suddenly forgotten how to setup a network and both of my hub and router have failed at the same time?
Lee: Additionally, don't forget, your bandwidth is shared, so if someone is using the bandwidth while you are playing games, your connectivity will suffer. File sharing software is particularly bad for this as upload bandwidth is quickly used up.
firstname: We see each other on the router and hub via games or through My Network/Network Neighborhood
firstname: Yes I know that, but losing connection with RR completely is what's happening
firstname: all lihts on our SURFboard SB4100 turn off except the Power light
Lee: The modem cannot be replaced without indication of an issue. If you'd like to demand such a thing, you'd need to contact the local Road Runner office.
firstname: and then it does a hard reboot
firstname: Alright, I'll do that, thanks