Visitor
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4 Messages
Intermittent Internet Issues
Hey everyone, I am currently facing some rather annoying internet problems. Almost every day around dinnertime (5PM EST and onward) I will lose internet for around 2 to 4 minutes, once or twice per hour. I've had multiple tech appointments, and each person has said different things could be the cause of the problem (wifi interference, signal strength too strong, etc.) but none of them have been able to fix it. I have added screenshots of the upstream and downstream channels from my Modem. I can also provide other information if it would prove useful.
user_55a45d
Visitor
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1 Message
2 years ago
Been having similar issue, but don't know how to troubleshoot. At night, internet will randomly drop out for 2-3 minutes and then comes back (enough to ruin any online gaming). It's happened ~8 times tonight...
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EG
Expert
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110.3K Messages
2 years ago
@user_ca0471
This may or may not be the root cause of the problem (YMMV) but it should be addressed regardless. The downstream power is a bit on the weak side and it may be intermittently fluctuating even lower to out of spec levels.
What is the exact make and model number of the modem / gateway device ?
Are there any modem component RF error log entries being shown ? If so, please post them as well in their entirety (copy and paste them, don't post a screenshot) but redact the CM MAC and the CMTS MAC addresses for your privacy. They are considered to be personal information. The posting of personally identifying information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publically.
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EG
Expert
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110.3K Messages
2 years ago
@user_55a45d
Please create a new topic of your own here on this board detailing your issue. Thanks.
For future reference, it is better to submit your own post as it creates a ticket to get help, and posting on an old thread can delay getting help.
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EG
Expert
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110.3K Messages
2 years ago
@user_ca0471
Some self-troubleshooting stuff that you can try;
In an effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1000 MHz, bi-directional, and no gold colored garbage from Radio Shack, Home Depot, Target, etc. Splitters should be swapped with known to be good / new ones to test.
Also check the coax cable for any damage such as cuts, nicks, abrasions, kinks, sharp bends, etc.
If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.
Good luck with it !
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EG
Expert
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110.3K Messages
2 years ago
@user_ca0471
You are going to need to get the techs involved again until the issue gets fixed properly.
Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. If they haven't, they should have done so already. Especially the OPS Manager... The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. And if the problem is found to be on their side of the demarcation point, there will not be any charge.
Good luck !
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