Removing the router from your home network is a troubleshooting step that Trion Worlds Technical Support may suggest during the course of troubleshooting what appears to be a network issue. There are several scenarios that would facilitate this suggestion, including connection and lag issues.
A "router" is a device that connects to your cable or DSL modem and allows for multiple computers and devices to connect to your home network, as well as allowing Internet access for these devices. Most home networks today use some type of router, especially if there is more than one computer or device that requires Internet access. Below is a list of the most popular router manufacturers and the links to their support websites:
When asked to remove the router for troubleshooting purposes, please keep in mind that this suggestion is only for the purpose of troubleshooting. We will never request for you to remove this equipment permanently, but only as a test to see if there might be a configuration problem with the router that could be the cause of the issue you are experiencing.
You will also need to know what type of Internet connection you have, as this may determine whether or not you will need to make any configuration changes to your computer when the router has been removed. Most cable Internet connections do not require any configuration changes to a computer, whereas a DSL connection may require a PPPoE client when the computer is connected directly to the DSL modem. It is always best to contact your Internet Service Provider (ISP) for more information on making this configuration change.
Another thing you will need to check is to see if your router is actually a separate device from your cable or DSL modem. Many Internet Service Providers are now providing their customers with hybrid modem/router devices. These devices are single units that contain both the modem as well as the router capabilities of separate home routers. If you are using one of these devices, then any suggestions for removing your router will not be applicable to you in the course of troubleshooting your issue. However, these devices may still require additional troubleshooting. For more information on how to properly configure these devices, please see our Knowledge Base article titled "Firewall and Router Configuration."
If you do have a router on your home network and are asked to remove it for the purposes of troubleshooting, you will need to make sure that all cables are disconnected from the device, including the power cable as well as the Ethernet cable that leads from the modem to the router. This Ethernet cable will then need to be plugged directly into the computer. If you are using a cable modem or other broadband connection that does not require authentication in order to allow Internet access, then you should not need to make any configuration changes to your system. However, if you are using a connection that requires authentication and a client protocol such as PPPoE, you will need to configure your system to authenticate using the proper protocol. You will need to contact your ISP for assistance with configuring your system to work while connected directly to the modem, as the proper way to do this will vary between different ISPs.
Once you have tested your Internet connection without the router, please be sure to let us know the results of the test. For further information on troubleshooting connection issues that may involve a router, please see our Knowledge Base article Firewall and Router Configuration.