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6. Shared Internet Connection Annoyances > BROADBAND TECHNICAL SUPPORT ANNOYANC...

BROADBAND TECHNICAL SUPPORT ANNOYANCES

NO ROUTER SUPPORT FROM YOUR SERVICE PROVIDER

The Annoyance:

We lost our Internet access and the support technician said she could “see the modem,” so nothing was wrong with our cable service. She said, “If you’re using a router, it’s your problem because we don’t support the use of routers.” I don’t know if she meant the cable company didn’t help with router problems, or the cable company didn’t permit me to share the service with a router.

The Fix:

It’s hard to tell what the support technician meant without knowing the rules of service for your cable provider. Some cable companies have a “loose” rule that you can’t share the connection without notifying them and paying extra. By “loose” I mean they look the other way when you share the connection. Regardless of the rules, if you didn’t buy your router from the cable company, you won’t get technical support for that device.


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