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Internet dropping randomly and frequently

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New Poster

Internet dropping randomly and frequently

Im using a wired connection and have tried resetting the modem multiple times. However, my internet still drops randomly despite being connected to an ethernet cord on my computer. I don't know what causes it and every time I have talked in chat or on the phone I just get the generic reset router and try again answers. After none of those work they say there is nothing more they can do to help and that is it. Paying way to much for consistent outages. 

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New Poster

Re: Internet dropping randomly and frequently

I am experiencing this as well and made a post about it. Hopefully an answer comes.

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New Poster

Re: Internet dropping randomly and frequently

I am in the same situation as you. Every month I have to contact billing services to get credit for my account. That is the only solution I have been left with. Some months I have to go through the Better Business Bureau but it works.
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Expert

Re: Internet dropping randomly and frequently


@overpaying500 wrote:

Im using a wired connection and have tried resetting the modem multiple times. However, my internet still drops randomly despite being connected to an ethernet cord on my computer. I don't know what causes it and every time I have talked in chat or on the phone I just get the generic reset router and try again answers. After none of those work they say there is nothing more they can do to help and that is it. Paying way to much for consistent outages. 


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 ?




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New Poster

Re: Internet dropping randomly and frequently

Hi the make and model is a Technicolo CGM4140COM.

 

Downstream:

IndexLock StatusFrequencySNRPower LevelModulation

25
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
26
27
28
29
30
31
32
159
 
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
579 MHz
417 MHz
423 MHz
429 MHz
435 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
585 MHz
591 MHz
597 MHz
603 MHz
609 MHz
615 MHz
621 MHz
678 MHz
617600000
38.7 dB
39.0 dB
39.0 dB
38.9 dB
38.7 dB
38.8 dB
38.8 dB
38.6 dB
38.7 dB
38.6 dB
38.8 dB
38.7 dB
38.8 dB
38.8 dB
38.7 dB
38.7 dB
38.8 dB
38.7 dB
38.6 dB
38.6 dB
38.5 dB
38.5 dB
38.6 dB
38.7 dB
38.7 dB
38.7 dB
38.8 dB
38.6 dB
38.7 dB
38.7 dB
38.5 dB
38.5 dB
0.0 dB
NA
-6.2 dBmV
-4.5 dBmV
-4.6 dBmV
-4.8 dBmV
-5.0 dBmV
-5.5 dBmV
-5.5 dBmV
-5.5 dBmV
-5.5 dBmV
-5.6 dBmV
-5.5 dBmV
-5.6 dBmV
-5.6 dBmV
-5.8 dBmV
-6.0 dBmV
-6.1 dBmV
-6.2 dBmV
-6.3 dBmV
-6.5 dBmV
-6.5 dBmV
-6.6 dBmV
-6.6 dBmV
-6.2 dBmV
-6.3 dBmV
-6.2 dBmV
-6.1 dBmV
-5.9 dBmV
-6.1 dBmV
-5.9 dBmV
-6.4 dBmV
-6.4 dBmV
-6.5 dBmV
-5.9 dBmV
NA
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:

IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type

Upstream
Channel Bonding Value
1
2
3
4
Locked
Locked
Locked
Locked
36 MHz
30 MHz
23 MHz
17 MHz
5120
5120
5120
5120
48.3 dBmV
47.3 dBmV
46.8 dBmV
45.8 dBmV
QAM
QAM
QAM
QAM
ATDMA
ATDMA
ATDMA
ATDMA

 

 

As a note, I'm posting this during one of the times it is not having extreme lag spikes or outages. This is when it is working fine.

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Expert

Re: Internet dropping randomly and frequently

This may not be the root cause of the problem but it should be addressed regardless.

 

The downstream power is on the low / 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, latency problems, and the un-bonding of channels.

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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