Internet Drops Out Randomly
Hello, recently (about the past two months) I have been having a lot of internet drop outs. Normally it will drop out for a few seconds and come back. Unfortunately this is long enough to have issues with a live stream or if I am connected to my work VPN. Sometimes it will drop out for 10-15 minutes. It always seems to come back on its own althought during some of the longer dropouts I have forcefully restarted the modem, which does not seem to help or matter.
Sometimes I can go 1 to 2 days with everything working perfectly. Sometimes the internet will drop out every couple minutes. I have not found any rhyme or reason for predicting the outages. Sometimes it is in the morning. Sometimes in the evening. I have even had issues at 2-3am, which I would expect to be a very low demand time.
When the service is working if I run a speedtest, I get ~55 Mbps / 6 Mbps, which is about what I expect considering I have 60/10 service. And if I ping 1000 times to 188.8.131.52 it has 0% packet loss with an average ping time of 10-20ms with a few spikes in the 80-100ms range. Overall not too bad. However, when the service is bad and I try the same ping test I see about 2-5% packet loss. I know ping is probably not the best test, but it is the easiest way for me to test the reliability.
This past Friday and Saturday were terrible (dropping about 1 minute every 5 minutes) so I did a bit of debugging. I tried the following:
1) Connected the modem directly to my computer to eliminate the router and/or wifi as a potential issue. No change, still about 2-5% packet loss with ping during this bad period.
2) Tried a different Ethernet cable from the modem. No change, still about 2-5% packet loss with ping during this bad period.
3) Tried a different computer. No change, still about 2-5% packet loss with ping during this bad period.
4) The main cable line comes into the house, goes to a splitter and then runs to my office. I tried connecting the modem directly off the splitter with a small 2-foot cable to eliminate the 30 foot cable run to the office. I tried a different splitter. I tried removing the splitter and connecting directly to the line coming into the house. No change, still about 2-5% packet loss with ping during this bad period.
5) I tried a different modem (D-link DCM301 and Arris SB6183). No change, still about 2-5% packet loss with ping during a bad period.
Is there anything else I can try? It seems like I have eliminated every variable I have control over. Also, here are the modem numbers with the normal connection (main line -> splitter -> office -> modem). Overall I think it looks okay. The receive power is a little high from what I have read, but it was ~11 dB when I was connected directly to the cable from the outside. There is no event page on the DCM301 that I can find.
|Acquire Downstream Channel||585000000 Hz||Locked|
|Downstream Bonded Channels|
|Channel||Lock Status||Modulation||Channel ID||Frequency||Power||SNR||Correctables||Uncorrectables|
|1||Locked||QAM256||18||585000000 Hz||8.5 dB||40.9 dB||52||90|
|2||Locked||QAM256||19||591000000 Hz||8.7 dB||41.4 dB||77||3|
|3||Locked||QAM256||20||597000000 Hz||8.9 dB||41.2 dB||45||54|
|4||Locked||QAM256||21||603000000 Hz||9.0 dB||40.9 dB||29||162|
|5||Locked||QAM256||22||609000000 Hz||9.4 dB||41.3 dB||41||24|
|6||Locked||QAM256||23||615000000 Hz||9.3 dB||40.8 dB||67||39|
|7||Locked||QAM256||24||621000000 Hz||9.4 dB||41.3 dB||70||10|
|8||Locked||QAM256||25||627000000 Hz||9.4 dB||40.8 dB||44||19|
|Upstream Bonded Channels|
|Channel||Lock Status||US Channel Type||Channel ID||Symbol Rate||Frequency||Power|
|1||Locked||ATDMA||3||5120 Ksym/sec||22100000 Hz||45.8 dB|
|2||Locked||ATDMA||1||5120 Ksym/sec||34900000 Hz||46.8 dB|
|3||Locked||ATDMA||2||5120 Ksym/sec||28500000 Hz||46.8 dB|
|4||Locked||ATDMA||4||5120 Ksym/sec||15700000 Hz||47.8 dB|