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Internet constantly drops out

Regular Visitor

Internet constantly drops out

Hi, ive been dealing with my internet dropping out multiple times(5x or more) at random times throughout the day for the last 2yrs. Sometimes the internet drops out for 5mins or in some cases it could be hours. I have techs come out at least 2x a year and the problem never gets fixed, they do the same thing and tell me that the cable from the house to the pole was damaged and they replace a portion of it.  It is frustrating because we can go 1 day or 1 week at max with no interuptions then all of a sudden get plagued with constant drops daily for weeks. I replaced my modem and router this year just to make sure it wasnt my hardware and it didnt improve anything. The techs on the phone can only do so much and only cycle/reset my modem but it never helps. Any help would be appreciated

Expert

Re: Internet constantly drops out

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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Regular Visitor

Re: Internet constantly drops out

Thanks for the reply. My modem is NETGEAR CM1000 and my router is NETGEAR nighthawk r7000. My pc is hooked up by ethernet. 

 

https://postimg.cc/BXX7V113 

 

https://postimg.cc/mhqyhptx 

 

https://postimg.cc/YLkkxzSt

Regular Visitor

Re: Internet constantly drops out

my internet has been dropping as of 20mins~ ago and this is the event log. I am seeing warning/critical. please let me know if i should delete this if it showing too much information.

 

https://postimg.cc/zLGsSwg1 

Expert

Re: Internet constantly drops out

The downstream power is on the weak side and it may be intermittently fluctuating even lower 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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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.
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