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b262930

join:2013-09-02

3 edits

[Connectivity] help me please

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i'm having issues with slow internet and frequent/random disconnections. a little insight please? i live in baltimore.

wired connection, arris tg852g, latest firmware, using msi/windows firewall/mbam/superantispyware. i'm getting 20mb/s down 3mb/s up(avg). 10.0.0.4



»/pingtest/692c···/3080607


ropeguru
Premium
join:2001-01-25
Mechanicsville, VA
When were the two ping plotter graphs captured? According to the one, I would initially say you have a bad router as you have 47% packet loss to 10.0.0.1

b262930

join:2013-09-02
the same day.


ropeguru
Premium
join:2001-01-25
Mechanicsville, VA
Is 10.0.0.1 the Arris or do you have a personal router in between?

b262930

join:2013-09-02
i'm connected directly to the modem.


pflog
Bueller? Bueller?
Premium,MVM
join:2001-09-01
El Dorado Hills, CA
kudos:3
The Arris' internal IP is 10.0.0.1? So this is ethernet then?

I would say it's either your modem going bad or possible the network card in your computer. Do you have another computer you can plug in to test it?
--
"I drank what?" -Socrates

b262930

join:2013-09-02
all computers in my house are having connectivity issues


pflog
Bueller? Bueller?
Premium,MVM
join:2001-09-01
El Dorado Hills, CA
kudos:3
Do you mean you have plugged every single one of them directly into the cable modem? Or that they are all having issues? You didn't answer most of my questions Are you connected via wireless or wired?
--
"I drank what?" -Socrates

b262930

join:2013-09-02
they're all connected directly into the modem. all wired connections. yes, it's ethernet.


pflog
Bueller? Bueller?
Premium,MVM
join:2001-09-01
El Dorado Hills, CA
kudos:3
Sounds like your modem is bad then.
--
"I drank what?" -Socrates

b262930

join:2013-09-02
and what can i do about that? comcast has the worst costumer service ever. at least in baltimore. will i have to pay for a new one or..?


pflog
Bueller? Bueller?
Premium,MVM
join:2001-09-01
El Dorado Hills, CA
kudos:3
If the modem isn't yours, then you should not have to pay to replace it if it is indeed bad. If it turns out to be something in your network and not Comcast's modem or external wiring, they could charge you for the truck roll.

If 10.0.0.1 is the internal (LAN) IP address of your modem, from one of your PCs (assuming it's windows), open a command prompt and run:

ping -n 300 10.0.0.1

Then post the summary output here in this thread, this part of the output:


Ping statistics for 10.0.0.1:
Packets: Sent = 3, Received = 3, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 0ms, Maximum = 2ms, Average = 1ms


You should not see packet loss over ethernet to a device with nothing in between.
--
"I drank what?" -Socrates


ropeguru
Premium
join:2001-01-25
Mechanicsville, VA
reply to b262930
So looking at your screenshots, you have three computers connected via wired ethernet? I see one connected at 10Mbps Full Duplex (FD), one connected at 100 Mbps FD and the last at 1 Gbps FD. Is that correct?

Can you cause the packet loss on the Arris by doing the speed tests? Although, I must say that I missed the fact that even when there is packet loss at the Arris, it does not continue down stream to the following roter hops. So the Arris might just be set to have pings at a very low priority.

b262930

join:2013-09-02

4 edits
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and sorry, ropeguru, but i have no idea what that means, but yes, there's 3 computers connected.

ping statistics for 10.0.0.1:
packets: sent = 300, received = 300, lost = 0 (0% loss),
approximate round trip times in milli-seconds:
minimum= 0ms, maximum = 17ms, average = 0ms

b262930

join:2013-09-02
so im guessing the best thing to do is contact comcast and ask for a new modem?


fromebnj

@comcast.net
reply to b262930
If all 3 pcs have bad speed test results then it is either the modem or a connectivity issue. I would call Comcast and have them run a test on the modem. If you rent the modem then it should not be an issue to get a replacement.

b262930

join:2013-09-02
alright. appreciate the help from everyone