said by kanatamike:I'm also having periodic disconnects. We don't notice it every day, but when we do notice it, it's always in the evenings. It's happening tonight. The internet connection will disappear for 30-60 seconds (near 100% packet loss) and then come back. Some nights are worse than others and some nights it doesn't happen at all. This has been going on for about three weeks.
My modem is in the basement, so I can't see the light pattern at the time the internet goes out, but I don't think mine changes as it wouldn't be able to reconnect in the time that it takes me to get to the basement.
Teksavvy is not providing any reasonable suggestions for troubleshooting. They want me to connect directly to the modem. That's not a problem, but then what? Do I sit there staring at the screen for hours or days until the problem starts happening again? And tell everyone in the house the can't use the internet for that time period?
I'm thinking I'll be cancelling my service over this problem if Teksavvy can't fix it.
The best time to figure out whats causing your internet to go down is to catch it in the act.
Bypassing any routers / switches in your home network just eliminates the possibility that it could be a
end user device causing these issues.
If your seeing %100 packet loss during these frequent disconnects, you may have an intermittent signal issue as well.
Depending on the make/model of your modem, the signal/diagnostic page will show you signal levels for your downstream and upstream as well as your SNR (Signal to Noise Ratio). Your downstream power levels should be sitting anywhere between -11 dBmV to +11 dBmV. Upstream should be sitting at 35-52 dBmV. Your SNR values (which are shown next to your downstream) should be sitting anywhere from 35+ dB and above.
If you are having signal issues (from the sounds of it), check your modem when you find your internet is down. If things don't match up and values are out of place, you really are having signal issues and you need to contact teksavvy ASAP.
