Regular Visitor
•
8 Messages
Internet drops for 5 seconds every ~20 minutes.
For the last several weeks I have been experiencing consistent outages every 20 minutes that last for approximately 5 seconds. I have confirmed it is across multiple devices, and both ethernet and wifi are affected. I have spoken to tech support and after 2 calls to convince them everything was not fixed, had a technician out. The tech said everything looked ok, but the signal could be improved a bit. However removing a splitter or 2 and replacing the modem resulted in no change to the problem.
The outage is for only ~5 seconds every 20 minutes or so. During this downtime my connection to the router is still responsive, but externally it is not. I have confirmed this through ping logs. From this I believe the issue is further up the line.
I have images of my connections during the downtime in my public album but adding them to this post does not seem to work.
|
Downstream
|
Channel Bonding Value | |||||||||||||||||||||||||||||||||
| Index |
29
|
1
|
2
|
3
|
4
|
5
|
6
|
7
|
8
|
9
|
10
|
11
|
12
|
13
|
14
|
15
|
16
|
17
|
18
|
19
|
20
|
21
|
22
|
23
|
24
|
25
|
26
|
27
|
28
|
30
|
31
|
32
|
193
|
|
| Lock Status |
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
| Frequency |
657 MHz
|
489 MHz
|
495 MHz
|
501 MHz
|
507 MHz
|
513 MHz
|
519 MHz
|
525 MHz
|
531 MHz
|
537 MHz
|
543 MHz
|
549 MHz
|
555 MHz
|
561 MHz
|
567 MHz
|
573 MHz
|
579 MHz
|
585 MHz
|
591 MHz
|
597 MHz
|
603 MHz
|
609 MHz
|
615 MHz
|
621 MHz
|
627 MHz
|
633 MHz
|
639 MHz
|
645 MHz
|
651 MHz
|
663 MHz
|
669 MHz
|
675 MHz
|
690 MHz
|
6.12E+08
|
| SNR |
41.9 dB
|
42.8 dB
|
42.6 dB
|
42.6 dB
|
42.6 dB
|
42.8 dB
|
42.6 dB
|
42.8 dB
|
42.9 dB
|
42.8 dB
|
43.0 dB
|
42.9 dB
|
42.8 dB
|
42.9 dB
|
43.0 dB
|
43.0 dB
|
42.9 dB
|
43.0 dB
|
42.9 dB
|
43.0 dB
|
42.8 dB
|
42.7 dB
|
42.7 dB
|
42.5 dB
|
42.6 dB
|
42.5 dB
|
42.3 dB
|
42.2 dB
|
42.0 dB
|
41.7 dB
|
41.6 dB
|
41.0 dB
|
41.2 dB
|
NA
|
| Power Level |
-7.1 dBmV
|
-7.6 dBmV
|
-7.6 dBmV
|
-7.6 dBmV
|
-7.6 dBmV
|
-7.4 dBmV
|
-7.3 dBmV
|
-7.1 dBmV
|
-7.1 dBmV
|
-7.0 dBmV
|
-6.9 dBmV
|
-6.9 dBmV
|
-6.8 dBmV
|
-6.9 dBmV
|
-6.6 dBmV
|
-6.8 dBmV
|
-6.8 dBmV
|
-6.6 dBmV
|
-6.8 dBmV
|
-6.5 dBmV
|
-6.5 dBmV
|
-6.7 dBmV
|
-6.6 dBmV
|
-6.7 dBmV
|
-6.6 dBmV
|
-6.7 dBmV
|
-7.0 dBmV
|
-6.9 dBmV
|
-7.2 dBmV
|
-7.3 dBmV
|
-7.3 dBmV
|
-7.4 dBmV
|
-7.0 dBmV
|
NA
|
| Modulation |
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
256 QAM
|
OFDM
|
OFDM
|
|
Upstream
|
Channel Bonding Value | ||||
| Index |
1
|
2
|
3
|
4
|
|
| Lock Status |
Locked
|
Locked
|
Locked
|
Locked
|
|
| Frequency |
38 MHz
|
32 MHz
|
26 MHz
|
19 MHz
|
|
| Symbol Rate |
5120
|
5120
|
5120
|
5120
|
|
| Power Level |
49.5 dBmV
|
48.8 dBmV
|
48.3 dBmV
|
48.0 dBmV
|
|
| Modulation |
QAM
|
QAM
|
QAM
|
QAM
|
|
| Channel Type |
ATDMA
|
ATDMA
|
ATDMA
|
ATDMA
|
|
| CM Error Codewords | |||||||||||||||||||||||||||||||||
| Index |
1 |
2 |
3 |
4 |
5 |
6 |
7 |
8 |
9 |
10 |
11 |
12 |
13 |
14 |
15 |
16 |
17 |
18 |
19 |
20 |
21 |
22 |
23 |
24 |
25 |
26 |
27 |
28 |
29 |
30 |
31 |
32 |
33 |
| Unerrored Codewords |
3.97E+09 |
3.32E+09 |
3.32E+09 |
3.32E+09 |
3.32E+09 |
3.32E+09 |
3.32E+09 |
3.32E+09 |
3.32E+09 |
3.32E+09 |
3.32E+09 |
3.32E+09 |
3.32E+09 |
3.32E+09 |
3.32E+09 |
3.32E+09 |
3.32E+09 |
3.32E+09 |
3.32E+09 |
3.32E+09 |
3.32E+09 |
3.32E+09 |
3.32E+09 |
3.32E+09 |
3.32E+09 |
3.32E+09 |
3.32E+09 |
3.32E+09 |
3.32E+09 |
3.32E+09 |
3.32E+09 |
3.32E+09 |
3.97E+09 |
| Correctable Codewords |
0 |
0 |
0 |
0 |
0 |
1 |
1 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
2 |
10 |
15 |
16 |
0 |
0 |
0 |
9 |
16 |
11 |
1 |
1 |
1 |
1 |
0 |
0 |
1 |
0 |
| Uncorrectable Codewords |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
EG
Expert
•
110.3K Messages
5 years ago
The downstream power is on the weak side and the upstream power is on the high side and it / they may be intermittently fluctuating even farther to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, and latency problems.
In a self troubleshooting 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 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test
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.
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0
jackjm83
Regular Visitor
•
8 Messages
5 years ago
Thanks EG, I'll definitely try that.
AFAIK the splitter situation should be set up that was, as I have no other uses for the coax connection.
I'll have to go in the attic to check and be sure to give each connection a good cleaning and report back!
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0
jackjm83
Regular Visitor
•
8 Messages
5 years ago
Sadly, going through and checking the connections / cleaning them doesn't seem to have done much. Still getting consistent drops every 20 minutes.
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0
EG
Expert
•
110.3K Messages
5 years ago
O/k then As per my last comment, you should get a tech out to investigate. 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. 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. Good luck with it ! Please post back with how things turn out.
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0
jackjm83
Regular Visitor
•
8 Messages
5 years ago
So yesterday the internet was out for about 5 hours in an unplanned outage. When service was restored I no longer had my issue. It was definitely something upstream, and I assume what they had to fix in the outage was the cause.
Not the answer other people are probably looking for though, sorry.
0
0
EG
Expert
•
110.3K Messages
5 years ago
Thanks for posting back !
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