Visitor
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2 Messages
Intermittent upstream only packet loss issues
I am experiencing packet loss issues on my home internet. Periodically, my internet will disconnect completely, and the upward facing arrow on my modem will turn from blue to orange. These drops typically are 10-30 seconds long, and happen frequently almost every day. I have had 3 previous service visits, and have not had my problem resolved. I'm tired of reaching out to fix this, but it needs to be fixed.
"Have you tried restarting your modem?" "Have you tried troubleshooting with our app?" This issue has persisted through many months and support visits. You will not fix it with boilerplate advice given to me every time I reach out. These types of replies are genuinely frustrating, I need to have this escalated beyond the entry level support team.
michael_valiquette
Visitor
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2 Messages
3 hours ago
For some more information about my setup: I have a Hitron CODA Modem alongside a GL-AX1800 router. Here are my router's logs during a ~3 minute outage from 15 minutes ago.
Mon Jul 6 20:24:45 2026 daemon.notice netifd: Network device 'eth0' link is down
Mon Jul 6 20:24:45 2026 daemon.notice netifd: Network alias 'eth0' link is down
Mon Jul 6 20:24:45 2026 daemon.notice netifd: Interface 'modem' has link connectivity loss
Mon Jul 6 20:24:45 2026 daemon.notice netifd: Interface 'wan' has link connectivity loss
Mon Jul 6 20:24:45 2026 daemon.notice netifd: Interface 'modem_alias' has link connectivity loss
Mon Jul 6 20:24:45 2026 kern.info kernel: [55467.193279] nss-dp 3a001000.dp1 eth0: PHY Link is down
Mon Jul 6 20:24:45 2026 daemon.notice netifd: wan (29825): udhcpc: received SIGTERM
Mon Jul 6 20:24:45 2026 daemon.notice netifd: wan (29825): udhcpc: unicasting a release of 73.192.196.137 to 76.96.19.201
Mon Jul 6 20:24:45 2026 daemon.notice netifd: wan (29825): udhcpc: sending release
Mon Jul 6 20:24:45 2026 daemon.notice netifd: wan (29825): udhcpc: entering released state
Mon Jul 6 20:24:45 2026 daemon.notice netifd: Interface 'wan' is now down
Mon Jul 6 20:24:45 2026 daemon.notice netifd: Interface 'modem' is now down
Mon Jul 6 20:24:45 2026 daemon.notice netifd: Interface 'modem' is disabled
Mon Jul 6 20:24:51 2026 daemon.notice netifd: Network device 'eth0' link is up
Mon Jul 6 20:24:51 2026 daemon.notice netifd: Interface 'wan' has link connectivity
Mon Jul 6 20:24:51 2026 daemon.notice netifd: Interface 'modem_alias' has link connectivity
Mon Jul 6 20:24:51 2026 kern.info kernel: [55473.443255] nss-dp 3a001000.dp1 eth0: PHY Link up speed: 1000
Mon Jul 6 20:24:51 2026 daemon.notice netifd: wan (14263): udhcpc: started, v1.36.1
Mon Jul 6 20:24:51 2026 daemon.notice netifd: wan (14263): udhcpc: broadcasting discover
Mon Jul 6 20:24:54 2026 daemon.notice netifd: wan (14263): udhcpc: broadcasting discover
Mon Jul 6 20:24:58 2026 daemon.notice netifd: wan (14263): udhcpc: broadcasting discover
Mon Jul 6 20:27:34 2026 daemon.notice netifd: wan (14263): udhcpc: broadcasting select for 73.192.196.137, server 76.96.19.201
Mon Jul 6 20:27:34 2026 daemon.notice netifd: wan (14263): udhcpc: lease of 73.192.196.137 obtained from 76.96.19.201, lease time 7200
Mon Jul 6 20:27:34 2026 daemon.notice netifd: Interface 'modem' is now up
Mon Jul 6 20:27:34 2026 daemon.notice netifd: Interface 'wan' is now up
Mon Jul 6 20:27:34 2026 daemon.notice netifd: wan (14263): PING 73.192.196.1 (73.192.196.1): 56 data bytes
Mon Jul 6 20:27:35 2026 daemon.notice netifd: wan (14263): --- 73.192.196.1 ping statistics ---
Mon Jul 6 20:27:35 2026 daemon.notice netifd: wan (14263): 1 packets transmitted, 0 packets received, 100% packet loss
PHY link down at 20:24:45, back up at 20:24:51 (6 sec), but DHCP doesn't get a lease until 20:27:34. Three unanswered discovers inbetween. Logs for the day: https://pastebin.com/QWTTn4Df
There are more examples in there, specifically at 18:28:13.
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