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Re: Router conflicting with someone elses

AbiTex
Tutor

Router conflicting with someone elses

This router has been working fine for about 7 months.  This week it would not allow access to the internet. Suddenlink cable service kept redirecting to verify my account.  The account that it pulls up is not my account- its for sombody on the next block.  Suddenlink sent out a technician- which finally concluded that I must be accessing the internet through the other persons Netgear router- so we renamed the account- accessed it again- same result? Suddenlink doen't understand it? If I turn off the router- the internet connection access goes away- so I can't see how I'm accessing someone elses account- 10 houses down the street.  Yet my internet is now working with another router.  Any ideas?

Model: R6700v2|Nighthawk AC1750 Smart WiFi Router
Message 1 of 20

Accepted Solutions
AbiTex
Tutor

Re: Router conflicting with someone elses

ISP chaged the MAC address. It's working now.  

View solution in original post

Message 19 of 20

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antinode
Guru

Re: Router conflicting with someone elses

> Model: R6700v2|Nighthawk AC1750 Smart WiFi Router

   Is that accurate?

> [...] Suddenlink cable service [...]

   Is there a modem(+router?) involved?

> [...] we renamed the account- accessed it again- [...]

   What, exactly, did you change on the router?

> [...] Suddenlink doen't understand it?

   Someone at Suddenlink might not understand it.

> If I turn off the router- the internet connection access goes away- so
> I can't see how I'm accessing someone elses account- 10 houses down the
> street.

   Are you using a wired connection to your router?  That should
eliminate any chance of your using someone else's router (except by way
of a Suddenlink problem).

> [...] my internet is now working with another router.

   Are your LAN IP addresses different with the other router?  (And
(now) different from those of your neighbor?)

   To me, it sounds as if Suddenlink has some wires crossed (literally
or figuratively).  I'd re-complain, and ask for a better explanation of
how, exactly, you could "be accessing the internet through the other
persons Netgear router".

Message 2 of 20
AbiTex
Tutor

Re: Router conflicting with someone elses

Thanks for your help- I agree.  Yet I reinstalled my old Belkin Router - it works- yet I don't get the speed that the Netgear Router was getting.

Message 3 of 20
TheEther
Guru

Re: Router conflicting with someone elses

I wonder if Suddenlink is associating your Netgear's MAC address with this other account? You could try changing your router's MAC address. You should find it under Internet Setup.
Message 4 of 20

Re: Router conflicting with someone elses

We still don't know what connects this router to the internet.

 

There is usually some sort of box between the two, a modem or something else.

 

 

Message 5 of 20
AbiTex
Tutor

Re: Router conflicting with someone elses

Connected to the internet by a new cable modem. Suddenlink replaced the modem- this did not fix the problem.

Message 6 of 20

Re: Router conflicting with someone elses


@AbiTex wrote:

Connected to the internet by a new cable modem. Suddenlink replaced the modem- this did not fix the problem.


Is this a straightforward modem or a modem router? (Does it have a bunch of LAN ports on the back?) It makes a difference to how you set up the router.

 

Can you connect without the router in place?

 

If so, factory reset the R6700v2 to get it to forget any earlier settings and set up the network from scratch.

 

There is a manual for the R6700v2 somewhere at the end of this link:

 

>>>R6700V2 | Product | Support | NETGEAR <<<<

 

No one has mention this yet, but you might also like to check that you have the latest firmware on the router. 

 

 

Message 7 of 20
AbiTex
Tutor

Re: Router conflicting with someone elses

Got the router working by unplugging the tv cable box, from the router. When the tv cable box is connected to the router, the Suddenlink redirect page comes up with someone elses account. My Network Map also shows 11 devices connected, when there should only be 4.  Thanks for everyone's help.

Message 8 of 20

Re: Router conflicting with someone elses


@AbiTex wrote:

When the tv cable box is connected to the router, the Suddenlink redirect page comes up with someone elses account.

 


That is seriously weird.

 

Message 9 of 20
antinode
Guru

Re: Router conflicting with someone elses

> Got the router working by unplugging the tv cable box, from the
> router. [...]

   It would be interesting to know what, exactly, your "the tv cable
box" is, and how, exactly, it was connected to your "the router"?

   In my (limited) experience, "cable box" normally means a box which
connects to the co-ax feed from the cable-TV provider, not to an IP
router.

Message 10 of 20
AbiTex
Tutor

Re: Router conflicting with someone elses

The Internet and TV Cable Service is provided by "Suddenlink".


The TV Box and Internet Modem are seperate and hooked up to seperate coaxial cables.

 

The Modem is hooked up to the Router which has one wired connection to the TV Box.

 

The internet is used for the TV Cable box to provide media- such as Netflix. I have another cable box that is not wired to the Router- wireless connection from the TV Box that is connected to the Router.

Message 11 of 20

Re: Router conflicting with someone elses


@AbiTex wrote:
The TV Box and Internet Modem are seperate and hooked up to seperate coaxial cables.

 

The Modem is hooked up to the Router which has one wired connection to the TV Box.

 

As I read it, this means that the router is the hub that brings all of those together. Anything that does not use the router as the host may well be seeking IP addresses friom something else.

 

You said earlier that "My Network Map also shows 11 devices connected, when there should only be 4."

 

What provided the map? Browser? Desktop app? Mobile app?

 

Remember, your count of only four may miss out bits and pieces that have a connection that you don't see. Wifi stuff is particularly good at that. But 11 is stretching it.

 

Did you look at their IP addresses?

Message 12 of 20
AbiTex
Tutor

Re: Router conflicting with someone elses

Yes- the connected device's IP addresses are visable- no named devices.  These device's don't show unless the TV Cable bax in connected to the Router.  I'm using the Netgear Router Genie App to map the network. 

Message 13 of 20
AbiTex
Tutor

Re: Router conflicting with someone elses

Suddenlink says that its the Netgear Router and Netgear Router's may not be compatable with Suddenlink.  Why did it work fine for the past 7 months. smh  (Someone should tell Netgear what Suddenlink said about compatability- that's lots of customer's).

 

 

Message 14 of 20
AbiTex
Tutor

Re: Router conflicting with someone elses

(I hooked up another Router- had the same problem- called suddenlink again)  Suddenlink changed the Mac address or IP for the Modem- the Router works now.  Took Suddenlink 1 Tech and 4 others before figuring it out over 3 days. Got ahold of the right person- fixed it in under 10 minutes. 

Message 15 of 20
William10a
Master

Re: Router conflicting with someone elses

The tv cable box may have modem like device in it so when you connect the modem and the tv cable box with the coax cable from the street and then connect a network cable from you router between them you may have been seeing the others network connection on their network feeding your cable box.

Spectrum does not interconnect their modems and cable box together with a lan cable just the coax cable.

Message 16 of 20
antinode
Guru

Re: Router conflicting with someone elses

> (I hooked up another Router- had the same problem- called suddenlink
> again) [...]

   Sounds like an effective approach.  Blame assignment is Job One, I
always say.


> [...] The tv cable box may have modem like device in it [...]

   I know nothing, but that makes more sense than a claim that you "must
be accessing the internet through the other persons Netgear router".


> [...] Got ahold of the right person- fixed it in under 10 minutes.

   I had similar experience once with CenturyLink (DSL).  There's
usually someone in the organization who actually understands the
technology, and can solve a problem.  Such a person is usually protected
from actual contact with an actual customer.

   In any case, thanks for the update.  We may never get enough details
to reconstruct what was actually happening, but some future victim may
get some value from what you've reported.

Message 17 of 20
VSCurtis
Aspirant

Re: Router conflicting with someone elses

This seems very odd if not impossible.  Your ISP uses the routers MAC Address to establish the connection.  The MAC like your IP Address is unique, so it shouldn't be happening.   Sounds like your ISP has assigned your neighbor's router MAC Address to your account.  Just a guess.  In any event it definately seems to have something to do with the MAC

Message 18 of 20
AbiTex
Tutor

Re: Router conflicting with someone elses

ISP chaged the MAC address. It's working now.  

Message 19 of 20
VSCurtis
Aspirant

Re: Router conflicting with someone elses

Awesome to hear.  Glad it's fixed.  My networking skills are limited but I do know something about MAC Addresses and using your own equipment with your ISP.  They require the MAC Address so I figured it had something to do with a fouled up MAC Address entry on their end.

Message 20 of 20
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