Connection drops every 10-20 minutes for about 3 minutes

Bobbyp1 · ‎08-08-2020

About 4 days ago my internet started dropping randomly fairly often. After that started, I upgraded my internet and received a new modem. The issue still persists, if not became worse in the last day or so. Starting at 9 pm tonight I started monitoring my connection, and in that 3 hours since then there has been dozens of drops, and connection has been down more than up. Whenever the connection is solid, I get the full connection speed expected.

Bobbyp1 · ‎08-08-2020

I should note that I am using a hard wired connection and there was no other devices on the connection. I have tried all the trouble shooting steps suggested, but nothing seems to work.

Bobbyp1 · ‎08-08-2020

It is now to the point that it wont even stay connected for 5 minutes.

here is a small sample of how often the connection is dropping. It has been like this for the last 40 minutes or so.

08/08/2020 1:45:29 AM	No internet connection. Wi-Fi/Ethernet OK
08/08/2020 1:42:17 AM	Online
08/08/2020 1:42:14 AM	No internet connection. Wi-Fi/Ethernet OK
08/08/2020 1:40:21 AM	Online
08/08/2020 1:40:05 AM	No internet connection. Wi-Fi/Ethernet OK
08/08/2020 1:40:03 AM	No internet connection
08/08/2020 1:39:47 AM	No internet connection. Wi-Fi/Ethernet OK
08/08/2020 1:39:40 AM	Online
08/08/2020 1:39:29 AM	No internet connection. Wi-Fi/Ethernet OK
08/08/2020 1:32:51 AM	Online
08/08/2020 1:32:32 AM	No internet connection
08/08/2020 1:32:32 AM	No internet connection. Wi-Fi/Ethernet OK
08/08/2020 1:31:55 AM	No internet connection
08/08/2020 1:31:47 AM	No internet connection. Wi-Fi/Ethernet OK
08/08/2020 1:31:44 AM	No internet connection
08/08/2020 1:31:20 AM	No internet connection. Wi-Fi/Ethernet OK
08/08/2020 1:27:46 AM	Online
08/08/2020 1:27:35 AM	No internet connection. Wi-Fi/Ethernet OK
08/08/2020 1:27:01 AM	Online
08/08/2020 1:26:59 AM	No internet connection. Wi-Fi/Ethernet OK
08/08/2020 1:26:57 AM	No internet connection
08/08/2020 1:26:41 AM	No internet connection. Wi-Fi/Ethernet OK
08/08/2020 1:26:31 AM	Online

EG · ‎08-08-2020

Start with the modem's signal stats. Perhaps they already are, or they are close to being out of spec and intermittently they go completely of spec. Try getting them here http://192.168.100.1 or here http://10.0.0.1

Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

What is the exact make and model number of the modem ?

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Bobbyp1 · ‎08-08-2020

Today I switched my modem to another access point in my house and there seems to be no issue with the connection. I am assuming that it is the cable to that access point.

I have limited knowledge about systems but the downstream power level was -20+ on the old connection.

Here is the stats of the current connection

IndexLock StatusFrequencySNRPower LevelModulation

Downstream

Channel Bonding Value

32

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

16

17

19

20

21

22

23

24

25

26

27

28

29

30

31

33

Locked

639 MHz

453 MHz

459 MHz

465 MHz

471 MHz

477 MHz

483 MHz

489 MHz

495 MHz

501 MHz

507 MHz

513 MHz

519 MHz

525 MHz

531 MHz

537 MHz

543 MHz

549 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

690 MHz

599600000

37.5 dB

39.7 dB

39.8 dB

39.7 dB

39.6 dB

39.8 dB

40.0 dB

40.1 dB

40.3 dB

40.2 dB

40.0 dB

39.9 dB

40.0 dB

39.9 dB

39.7 dB

39.4 dB

39.5 dB

39.2 dB

38.9 dB

39.1 dB

38.8 dB

38.5 dB

38.3 dB

38.0 dB

37.7 dB

37.6 dB

34.8 dB

NA

-7.7 dBmV

-4.7 dBmV

-4.8 dBmV

-4.9 dBmV

-5.0 dBmV

-4.6 dBmV

-4.5 dBmV

-4.3 dBmV

-4.2 dBmV

-3.9 dBmV

-4.0 dBmV

-3.9 dBmV

-4.1 dBmV

-4.0 dBmV

-4.2 dBmV

-4.3 dBmV

-4.4 dBmV

-4.8 dBmV

-5.1 dBmV

-5.4 dBmV

-5.8 dBmV

-6.0 dBmV

-6.2 dBmV

-6.5 dBmV

-6.8 dBmV

-7.3 dBmV

-7.4 dBmV

-9.5 dBmV

NA

256 QAM

OFDM

IndexUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords

CM Error Codewords
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
74896603	1715238525	1714456787	1714457252	1714416298	1714419090	1714275672	1714355902	1714603184	1714399505	1714465762	1714472383	1714448689	1714453064	1714416673	1714302017	1714365277	1714207120	1714110320	1714127301	1714106380	1713938244	1713554714	1713444586	1712649647	1711841853	1708083758	1699584463	1684376538	1667637914	1647473784	74896603
32801553	134135	136191	136019	136931	135821	139008	149152	141164	145975	149032	153446	158770	161765	172800	178971	188456	202020	224263	271387	310838	459078	792832	881353	1683365	2530027	6505597	13175098	26281137	40294137	54981272	32801553
40513207	152460	156893	162813	163321	166894	187230	181230	182297	191271	197419	208242	217685	227239	248983	258562	271203	283640	299816	312756	317818	330957	357875	369758	378693	440079	913602	1942132	3364900	5695487	9396041	40513207

Bobbyp1 · ‎08-08-2020

IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type

Upstream	Channel Bonding Value
1	2	3	4
Locked	Locked	Locked	Locked
35 MHz	29 MHz	22 MHz	16 MHz
5120	5120	5120	5120
39.8 dBmV	41.3 dBmV	42.0 dBmV	42.3 dBmV
QAM	QAM	QAM	QAM
ATDMA	ATDMA	ATDMA	ATDMA

EG · ‎08-08-2020

The downstream power levels are better but are still a bit on the low / weak side. The upstream power is good. -20 dB at the other outlet was WAY out of spec !

It could also be a splitter problem on that other outlet.

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I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!

Bobbyp1 · ‎08-08-2020

What should i do? There was supposed to be a tech come out today, however no one showed up.

Bobbyp1 · ‎08-08-2020

A little more information, There is only one splitter. it is in the box wit the main connection. There are three cords coming from the splitter that go to each of the access points, each cord goes straight into the house. There has been one or two drops today, but better than before, however I can not hard wire my PC since this access point is the one that was having the issues.

Bobbyp1 · ‎08-08-2020

This is the downstream from the outlet that does not work properly.

Downstream

Channel Bonding Value

Index

27

1

2

3

4

5

6

7

8

10

11

12

13

14

15

16

17

18

19

20

21

22

23

24

25

26

28

29

30

31

32

33

Lock Status

Locked

Frequency

609 MHz

453 MHz

459 MHz

465 MHz

471 MHz

477 MHz

483 MHz

489 MHz

495 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

615 MHz

621 MHz

627 MHz

633 MHz

639 MHz

690 MHz

599600000

SNR

29.4 dB

36.2 dB

36.1 dB

35.9 dB

36.0 dB

35.8 dB

35.7 dB

35.5 dB

35.2 dB

35.0 dB

34.7 dB

34.5 dB

34.2 dB

34.0 dB

33.7 dB

33.5 dB

33.0 dB

32.8 dB

32.2 dB

31.9 dB

31.5 dB

31.0 dB

30.8 dB

30.2 dB

29.8 dB

28.9 dB

28.5 dB

27.9 dB

27.5 dB

27.2 dB

0.0 dB

NA

Power Level

-22.4 dBmV

-14.4 dBmV

-14.5 dBmV

-14.7 dBmV

-14.6 dBmV

-14.7 dBmV

-14.8 dBmV

-15.1 dBmV

-15.5 dBmV

-15.6 dBmV

-15.8 dBmV

-16.3 dBmV

-16.5 dBmV

-16.9 dBmV

-17.3 dBmV

-17.6 dBmV

-18.2 dBmV

-18.4 dBmV

-19.1 dBmV

-19.4 dBmV

-19.9 dBmV

-20.6 dBmV

-20.8 dBmV

-21.5 dBmV

-21.9 dBmV

-23.1 dBmV

-23.4 dBmV

-24.2 dBmV

-24.6 dBmV

-25.1 dBmV

-29.5 dBmV

NA

Modulation

256 QAM

Bobbyp1 · ‎08-10-2020

Still have not heard back from anyone, and cant seem to get through.

Connection drops every 10-20 minutes for about 3 minutes

Re: Connection drops every 10-20 minutes for about 3 minutes

Re: Connection drops every 10-20 minutes for about 3 minutes

Re: Connection drops every 10-20 minutes for about 3 minutes

Re: Connection drops every 10-20 minutes for about 3 minutes

Re: Connection drops every 10-20 minutes for about 3 minutes

Re: Connection drops every 10-20 minutes for about 3 minutes

Re: Connection drops every 10-20 minutes for about 3 minutes

Re: Connection drops every 10-20 minutes for about 3 minutes

Re: Connection drops every 10-20 minutes for about 3 minutes

Re: Connection drops every 10-20 minutes for about 3 minutes