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new router will not stay connected to Arris cable modem & modem resets

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Regular Visitor

new router will not stay connected to Arris cable modem & modem resets

I haven't had problems swapping routers until now.  I just bought a D-Link DSR-250 which is an 8 port wired vpn router (I am told the VPN is off by default and it was left off) and am connecting it to the Arris Surfboard 6141.  After doing a few complete power cycles on the modem (30+ minutes unplugged) it will connect with the router and I'll get functional internet for a couple of minutes until the router loses connection with the modem and then the modem physically resets itself.   Thinking it was a problem with the router I also tried buying a new TPLink wired router and the same thing happens.  After a 30+ minute unplug of the modem it'll connect with the router and get internet for a few minutes and then lose connection and the modem resets.  When I go back to try my old routers the modem and internet work fine.  D-Link support says it's most likely an issue with comcast/xfinity.  Any ideas?  Does comcast need to switch something on their end?

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Diamond Problem Solver

Re: new router will not stay connected to Arris cable modem & modem resets

That doesn’t make sense, the modem is not a Comcast device, and a different modem works. Did you try Arris support since that’s the common piece of equipment?

I am a Retired Official Comcast Employee
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Contributor

Re: new router will not stay connected to Arris cable modem & modem resets


A standard comcast answer, when you don't want to pay the ransom for their equipment.  I have been trying to get a netgear router with  builtin vpn working.  I have spent hours trouble shooting with the people that built the router, I have spent hours trouble shooting with the the  vpn provider and nothing on their end seems to be a problem.  The issue seems to be with comcast not wanting customers using vpns, so the only work around I have found at this point is to connect the vpn router thru another router.

 

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Regular Visitor

Re: new router will not stay connected to Arris cable modem & modem resets

Yes, I know it doesn't make sense.  That is why I need help. 🙂 

 

I barely know anything about networking (big surprise), so this may sound absurd but...  Maybe comcast registers router MAC addresses and won't allow a new one?  I tried cloning my PCs mac address to the router but the same disconnect happened.

 

again, The VPN features on the D-Link DSR-250 router are off by default (so I am told by D-link support).  I have no idea why the router cannot keep a connection with the modem.  When I plug in my older, non-vpn routers to the same modem everything works fine.

 

*I'll check with Arris.

 

*Update:  Arris said I could try a factory reset on the modem.  If that doesn't work, Arris said contact D-Link.  D-Link said contact comcast.  Comcast said contact Arris.   welp...  Guess I'll try a factory reset tomorrow and if that doesn't work I'll call comcast.  LOL!

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Regular Visitor

Re: new router will not stay connected to Arris cable modem & modem resets

The modem reset didn't work and neither did cloning the pc MAC address to the router as suggested by product support...