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Internet drops of 8-12 minutes, up to several times a day

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Internet drops of 8-12 minutes, up to several times a day

Ok I'm coming to the forum as sort of a last hope for finding a solution to the dropouts I've been having.  My house had a new installation about 3 years ago and while we do live out in a rural area, I have had periods of even weeks with no dropouts.  It's gotten better and worse at times but the house has been checked by techs several times and no problems have been identified between the pole and the modem.  We rely on home internet to provide cell service so dropouts completely cut us off.  We do have a passive (powered) splitter in the attic and no more splitters to the modem which was a recent change, but the issue still persists.  A new cable was run from the attic to the modem by a tech about one year ago as well.  My computer is hardwired directly to the modem but all wifi devices also lose internet as well.

 

What I am hoping for is some analysis of what is going on in the rest of the infrastructure (from the pole I connect to and further) because I don't believe my next door neighbors lose internet when I do most of the time.  I can still see their wifi and/or cell signal extender from my house when my internet is out.  I have logs of every internet outage essentially over the last 3 years if more info is needed but I pasted the last couple of weeks of those logs below.

 

Logs: (past week)

[Dhcpc][4744]: erouter0 got new IP xx.xx.xx.189 2019/8/17 10:51:55 Notice
[Dhcpc][28914]: erouter0 got new IP xx.xx.xx.189 2019/8/17 10:14:16 Notice
[Dhcpc][1798]: erouter0 got new IP xx.xx.xx.189 2019/8/16 12:29:40 Notice
[Dhcpc][1754]: erouter0 T1 Expired, Enter Renew State 2019/8/14 21:59:45 Notice
[Harvester][1181]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting 2019/8/13 08:02:34 Notice
[Dhcpc][1754]: erouter0 got new IP xx.xx.xx.189 2019/8/13 08:00:18 Notice
[Dhcpc][6856]: erouter0 got new IP xx.xx.xx.189 
2019/8/12 12:29:20 Notice

 

My outage logs show the following major outages since my last tech visit of August 5 that occurred after he left (the last numbers are the outage time in hh:mm:ss):

2019-08-05 12:29:20 PM 0:10:15
2019-08-05 3:04:17 PM 0:09:54
2019-08-05 3:53:41 PM 0:14:25

2019-08-06 1:38:34 PM 0:10:10
2019-08-06 3:32:19 PM 0:11:17

2019-08-07 1:50:33 PM 0:10:43
2019-08-08 9:37:08 AM 0:11:26
2019-08-08 1:35:08 PM 0:06:59
2019-08-09 1:03:51 AM 5:50:26
2019-08-09 10:51:51 AM 0:09:59

2019-08-12 1:17:34 PM 0:12:15

2019-08-13 8:53:13 AM 0:08:02

2019-08-16 1:17:56 PM 0:12:05

2019-08-17 10:39:21 AM 0:35:20
2019-08-17 11:38:24 AM 0:13:47

I have deleted another dozen or two which were shorter than 1 minute.  I believe a tech was working in my area for the last 2 on today 08-17.

 

Current signal levels:

Downstream
Channel Bonding Value
Index
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
 
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
 
Frequency
669.00 MHz
483.00 MHz
489.00 MHz
495.00 MHz
501.00 MHz
507.00 MHz
513.00 MHz
519.00 MHz
525.00 MHz
531.00 MHz
555.00 MHz
579.00 MHz
585.00 MHz
603.00 MHz
609.00 MHz
615.00 MHz
621.00 MHz
627.00 MHz
633.00 MHz
639.00 MHz
645.00 MHz
651.00 MHz
657.00 MHz
663.00 MHz
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
SNR
38.61 dB
38.98 dB
38.98 dB
38.61 dB
38.98 dB
38.98 dB
38.98 dB
38.61 dB
38.98 dB
38.98 dB
38.98 dB
38.98 dB
38.98 dB
38.98 dB
40.37 dB
38.98 dB
38.98 dB
38.98 dB
38.98 dB
38.98 dB
38.98 dB
38.98 dB
38.98 dB
38.61 dB
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Power Level
-0.90 dBmV
-1.90 dBmV
-1.90 dBmV
-2.00 dBmV
-2.00 dBmV
-1.90 dBmV
-1.80 dBmV
-1.90 dBmV
-1.80 dBmV
-1.70 dBmV
-1.70 dBmV
-1.80 dBmV
-1.60 dBmV
-1.30 dBmV
-1.00 dBmV
-1.10 dBmV
-1.20 dBmV
-1.40 dBmV
-1.10 dBmV
-0.90 dBmV
-1.00 dBmV
-1.20 dBmV
-1.00 dBmV
-1.00 dBmV
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Modulation
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
                 

 

Upstream
Channel Bonding Value                                                
Index
1
2
3
4
5
6
7
8
                                                 
Lock Status
Locked
Locked
Locked
Locked
Not Locked
Not Locked
Not Locked
Not Locked
                                                 
Frequency
35.80 MHz
16.60 MHz
23.00 MHz
29.40 MHz
 
 
 
 
 
 
 
 
                                                 
Symbol Rate
5120 KSym/s
5120 KSym/s
5120 KSym/s
5120 KSym/s
 
 
 
 
 
 
 
 
                                                 
Power Level
40.50 dBmV
42.00 dBmV
41.00 dBmV
40.00 dBmV
 
 
 
 
 
 
 
 
                                                 
Modulation
64 QAM
64 QAM
64 QAM
64 QAM
 
 
 
 
 
 
 
 
                                                 
Channel Type
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
                                                       

 

 

 

 

 

CM Error Codewords  
Unerrored Codewords

7.76E+08

6.08E+08

6.08E+08

6.08E+08

6.08E+08

6.08E+08

6.08E+08

6.08E+08

6.08E+08

6.08E+08

6.08E+08

6.08E+08

6.08E+08

6.08E+08

6.08E+08

6.08E+08

6.08E+08

6.08E+08

6.08E+08

6.08E+08

6.08E+08

6.08E+08

6.08E+08

6.08E+08

0

0

0

0

0

0

0

0

 
Correctable Codewords

14075

32263

30884

29678

29128

29174

28946

29114

27838

27013

25585

24770

24183

20449

19082

18670

17648

17789

17275

15593

14615

14486

13700

12247

0

0

0

0

0

0

0

0

 
Uncorrectable Codewords

17706

18774

24078

13857

13233

13300

13178

12351

13562

13551

13347

29578

28030

32167

31331

27909

33279

30649

20311

23204

31349

33084

30794

32559

0

0

0

0

0

0

0

0

 

 

I started monitoring these levels a couple of weeks ago and have noticed this pattern.  When the outage occurs, usually one or more of the upstream channels says "Not Locked".  At around 5-6 minutes of outage, the modem does not respond at its IP address.  After 2-3 more minutes, the modem is accessible again and the Codewords have all reset to much smaller numbers, or 0 in the case of the Uncorrectables.  All channels say "Locked" but it may take about 2 more minutes after that before internet service restores to my PC.  The uptime monitor may or may not reset on the router.

 

Gateway (all in one, no separate router used):

Model:TG1682G (installed in tech visit of August 5 but have used same model since service started)
Vendor:ARRIS Group, Inc.
 

Last tech visits:

August 5 2019

July 30 2019

 

Lights on Modem: 

Typically all 5 lights stay lit during outage, sometimes modem will reboot, sometimes only the 3rd light for "Online" will go out while the others remain lit.

 

Speed tier: 250mbps