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Internet Intermittently Cuts Off

New Poster

Internet Intermittently Cuts Off


The above speedtest is for my current plan of 250 Mbps. As you can see this is not the case.
Over the course of the previous week, I have consistently been disconnected from the internet with DNS errors. I have tried all trouble shooting steps from the documentation. Even manually setting DNS server to 8.8.8.8
I have gone to Comcast to switch out gateways thinking that was the root cause. It still has the same issues as the original gateway. 

Expert

Re: Internet Intermittently Cuts Off

What do the modem's signal stats look like ? 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 ?

Is this a WiFi connection ?



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New Poster

Re: Internet Intermittently Cuts Off

This is a hardwired connection. 
Gateway signal stats are OK/Active in each category.
Make: ARRIS Group, Inc.
Model:TG1682G

 

Downstream  Power level:

-4.50 dBmV
-4.50 dBmV
-4.30 dBmV
-4.60 dBmV
-4.50 dBmV
-4.90 dBmV
-4.80 dBmV
-5.00 dBmV
-5.20 dBmV
-5.30 dBmV
-5.00 dBmV
-5.10 dBmV
-4.80 dBmV
-5.20 dBmV
-5.20 dBmV
-5.60 dBmV
-5.60 dBmV
-5.60 dBmV
-6.00 dBmV
-5.80 dBmV
-6.40 d

Upstream Power level:

54.00 dBmV
54.00 dBmV
54.00 dBmV
53.25 dBmV

SNR:

38.98 dB
38.98 dB
38.98 dB
38.98 dB
38.98 dB
38.61 dB
38.98 dB
38.61 dB
36.61 dB
37.64 dB
38.98 dB
38.61 dB
38.98 dB
31.92 dB
36.39 dB
36.84 dB
38.98 dB
38.98 dB
38.61 dB
38.98 dB
38.61 dB
----
35.08 dB
38.98 dB

 


Expert

Re: Internet Intermittently Cuts Off

The upstream power too high and it may be intermittently fluctuating even higher to out of spec levels. And some of the SNR's are too low / out of spec. That can cause random disconnects, spontaneous re-booting of the modem, Generic DNS errors, and speed 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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New Poster

Re: Internet Intermittently Cuts Off

Thank you for the help! I will implement the advised solutions and see if that corrects the issues. 

Expert

Re: Internet Intermittently Cuts Off

Please post back with how it goes !


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