| [Internet] Severe Internet Drops Remain after 3 months I upgraded about 3 months ago from Timewarner's basic internet package to their Extreme (35up/5down). Prior to the upgrade I had 0 network issues, the reason for the upgrade was solely because of timing and an available offer.
Since the day I've upgraded I have frequent points in the day where my internet will randomly drop for about 10/15 minutes at a time. It happens anywhere from 2-15 times a day. I work from home so this is obviously a serious problem, there have been days I've just given up and worked the day with no internet.
I've spent over 40 hours with TW tech support, 10 hours with their chat techs, and have had about 5 visits from techs to the house. I've swapped modems twice including 3 different brands. I've replaced all of the Ethernet wiring in the house. The lines have been replaced from the pole to the house. The tech's always tell me I have a great signal. I've also tried turning off wireless and only running with a single pc, even have tried with separate pc's to make sure it wasn't an issue with a pc.
One of the last tech's that was here actually said to me, "if it still continues after this I'm not sure if we can help you resolve the problem anymore because its certainly not us."
I'm way passed frustrated and have no idea what else to try. To make things even worse the company I work for has just recently changed from paying for remote employee's phone services to switching to full voip phone services. So now when this happens I have no way to communicate with them other than my cell phone.
If anybody has any suggestions, recommendations, etc, please help!
BTW my latest modem is : ARRIS DOCSIS 3.0 Touchstone Data Gateway MODEL DG860A. |
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| Can you post a screenshot of your modem's signal page with the downstream/upstream signals and logs? |
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| reply to nmb11063
My last drop was shortly before the last entry in the logs. That last entry was what it logged after I power cycled. |
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| reply to nmb11063
Can you describe your connectivity from your PC to the modem. Is it:
1. PC directly to TWC Gateway via wired connection
2. PC to TWC Gateway via external switch via wired connection
3. PC to your own router to TWC Gateway via wired connection
4. PC via wireless to TWC Gateway
5. PC to your own router to TWC Gateway via wireless
6. PC to your own Access Point to TWC Gateway via wireless
7. PC to your own Access Point to your router to TWC Gateway via wireless
If it is anything other than Number 1, then reconfigure your connection to be directly into the Gateway for trouble shooting purposes. |
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| After all the swapping of modems and TW blaming it on my router it currently stands that both of the PC's and XBOX in my office are all hard wired with static ip's to the TWC gateway. |
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 kontosxyzzy
join:2001-10-04
West Henrietta, NY | reply to nmb11063
said by nmb11063:Since the day I've upgraded I have frequent points in the day where my internet will randomly drop for about 10/15 minutes at a time. What are the specific symptoms and error messages of an 'internet drop?'
What are the indicator lights on your modem doing?
You've mentioned a lot of physical level troubleshooting; have you tried anything higher up the stack (pings/traceroutes/nslookups) when you are seeing problems?
does LAN connectivity continue to work normally when things go wrong? |
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| What I mean by drops is that during these time periods the speeds drop so slow everything disconnects, my vpn, my voip phone, or it just doesn't do anything. I'll go to google and it just spins. The connection system tray icon sometimes gets a little yellow warning symbol. I've tried to leave speedtest.net open in a tab until the issue occurs, then I perform a test during the issue. Most times it just ends up trying to reload the page and just spins, but a couple times I've actually gotten results back and they were 1.4 down, 0 up.
During the drops the lights all stay lit as expected when the internet is working fine.
One lady has walked me through pings/traceroutes but not while things were going bad. So I myself have not performed these while the issues occur.
I'm not sure if the homegroup useses only LAN or not, but we often share videos between devices using window's homegroup and during the issues the videos will either hang in one spot repeating the same 1/2 seconds over and over, or windows media player will just crash.
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Timewarner has now given me direct contact/access to this areas tech supervisor to try and resolve the issue. He put in a new brand of modem last Tuesday and expected it to solve everythinig, since it is not he is returning today in the next few hours. Is there anything you can suggest that I should ask him to try?
I graduated with a CS degree but unfortunately I didn't take a single networking class and have little experience on my own troubleshooting these issues. Thanks for the help in advance |
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| Aren't those downstream signal levels too high? |
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| They are very good. High enough to help the SNR, but low enough that you are not over driving the receiver. |
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