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Internet has been incredibly unstable for weeks

Frequent Visitor

Internet has been incredibly unstable for weeks

My internet (and as a result my phone too) seems to drop out many times a day.  This problem started a few weeks ago.  I've already swapped out my modem but it doesn't seem to be getting any better.  Note that I don't have to do anything to fix it, it just seems to come back on its own.  Also note that I've used the xfinity site to 'troubleshoot' and it reboots the modem but it doesn't seem to make any permanent improvement.

 

Check out the attached ping plot to comcast.net.

https://imgur.com/G60lkxF

Here is information from my modem:

System Hardware

Model:TG1682G
Vendor:ARRIS Group, Inc.
Hardware Revision:11.0
Serial Number:G46BUK577B23995
Processor Speed:MHz
DRAM Total Memory:1048576 MB
DRAM Used Memory:971716 MB
DRAM Available Memory:76860 MB
Flash Total Memory:256 MB
Flash Used Memory:248 MB
Flash Available Memory:8 MB
 
More info in case it helps:
 
Do you see anything abnormal in the levels or anything else I should look at?  Note that when the internet is working, it's operating at expected speed.
 
In case this helps:
[Harvester][1191]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting
2019/2/15 20:59:54 Notice

[Dhcpc][1903]: erouter0 got new IP 73.215.120.214
2019/2/15 20:58:10 Notice

[Dhcpc][1632]: mta0 got new IP 21.157.88.214
2019/2/15 20:57:48 Notice

[Harvester][1194]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting
2019/2/15 20:34:54 Notice

[Dhcpc][1872]: erouter0 got new IP 73.215.120.214
2019/2/15 20:33:03 Notice

[Dhcpc][1596]: mta0 got new IP 21.157.88.214
2019/2/15 20:32:43 Notice

[ETHSW][534]: Port 4 admin status is up
2019/2/15 20:32:02 Notice

[ETHSW][534]: Port 3 admin status is up
2019/2/15 20:32:02 Notice

[ETHSW][534]: Port 2 admin status is up
2019/2/15 20:32:02 Notice

[ETHSW][534]: Port 1 admin status is up
2019/2/15 20:32:02 Notice

[Dhcpc][1891]: erouter0 got new IP 73.215.120.214
2019/2/15 20:30:08 Notice

[Dhcpc][1629]: mta0 got new IP 21.157.88.214
2019/2/15 20:29:51 Notice

[Dhcpc][2063]: erouter0 got new IP 73.215.120.214
2019/2/15 20:25:40 Notice

[Dhcpc][1693]: mta0 got new IP 21.157.88.214
2019/2/15 20:25:12 Notice

[Harvester][1208]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting
2019/2/15 20:13:29 Notice

[Dhcpc][1977]: erouter0 got new IP 73.215.120.214
2019/2/15 20:11:48 Notice

[Dhcpc][1690]: mta0 got new IP 21.157.88.214
2019/2/15 20:11:27 Notice

[Harvester][1217]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting
2019/2/15 19:59:27 Notice

[Dhcpc][1842]: erouter0 got new IP 73.215.120.214
2019/2/15 19:57:34 Notice

[Dhcpc][1564]: mta0 got new IP 21.157.88.214
2019/2/15 19:57:17 Notice

[ETHSW][557]: Port 4 admin status is up
2019/2/15 19:56:40 Notice

[ETHSW][557]: Port 3 admin status is up
2019/2/15 19:56:40 Notice

[ETHSW][557]: Port 2 admin status is up
2019/2/15 19:56:40 Notice

[ETHSW][557]: Port 1 admin status is up
2019/2/15 19:56:40 Notice

[Harvester][1192]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting
2019/2/15 19:37:44 Notice

[Dhcpc][1905]: erouter0 got new IP 73.215.120.214
2019/2/15 19:35:51 Notice

[Dhcpc][1616]: mta0 got new IP 21.157.88.214
2019/2/15 19:35:28 Notice

[Dhcpc][1857]: erouter0 got new IP 73.215.120.214
2019/2/15 19:27:53 Notice

[Dhcpc][1611]: mta0 got new IP 21.157.88.214
2019/2/15 19:27:34 Notice

 
Expert

Re: Internet has been incredibly unstable for weeks

Please post the balance of the downstream channels.

 

And those log entries are unhelpful as they are the router component's events, not the modem portion's RF error / event log entries.



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Frequent Visitor

Re: Internet has been incredibly unstable for weeks

1.PNG6.PNG5.PNG4.PNG3.PNG2.PNG

I also don't see anything else in 'Event Logs'.   There are no 'System Logs' 

Frequent Visitor

Re: Internet has been incredibly unstable for weeks

Also, I'm not sure if this helps but figured I'd mention it.  There are times when I ping a site I get an ipv6 reply, and other times I get a ipv4 reply.  (to the SAME site, for example, google).

 

Here's the pingplot to google overnight.

ping_plot2.PNGtarget.PNG

Expert

Re: Internet has been incredibly unstable for weeks

Can't see your pics. Since you are a new poster, they likely need to be approved by a Forum Admin. Or you may need to make a minimum number of posts.

You could try hosting them at one of those free third-party pic hosting sites and post the link to them here.



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Frequent Visitor

Re: Internet has been incredibly unstable for weeks

https://imgur.com/a/UoMtk4G

 

I have Comcast coming out on Monday to take a look.  After I got past the initial customer support person (who didn't know anything and we got into a fight), the 2nd level person indicated she saw something wrong with the line and thought it made sense to send someone out. (I think the fact that I lose my VOIP at the same time as internet proves it has nothing to do with my router, etc.)

Expert

Re: Internet has been incredibly unstable for weeks

The downstream's are o/k. You didn't post the upstream power levels.

 

See what the tech has to say. Good luck with it ! Please post back with how things turn out.



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Re: Internet has been incredibly unstable for weeks

The upstream is linked in my original post.
Expert

Re: Internet has been incredibly unstable for weeks


@winbatch wrote:
The upstream is linked in my original post.

It's good !



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Frequent Visitor

Re: Internet has been incredibly unstable for weeks

Yeah.  So I guess we'll see what the tech says.  The fact that the 2nd level support person quickly indicated that 'yes, there is a line issue' (though couldn't tell me where in terms of it being close to my house or not) is at least comforting.

Frequent Visitor

Re: Internet has been incredibly unstable for weeks

Hey EG,

 

Is there possible correlation between my connectivity issues and these logs?  

 

Firewall Logs

All logs from Last Week    
FW.IPv6 FORWARD drop , 26 Attempts, 2019/2/17 06:45:47 Firewall Blocked  
FW.IPv6 INPUT drop , 14 Attempts, 2019/2/17 06:44:59 Firewall Blocked  
FW.WANATTACK DROP , 5 Attempts, 2019/2/17 02:09:47 Firewall Blocked  
FW.IPv6 INPUT drop , 14 Attempts, 2019/2/16 14:04:44 Firewall Blocked
Expert

Re: Internet has been incredibly unstable for weeks

This sounds like more of a signal / connection quality impairment as your phone service is also affected.

 

As an FYI, there are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats. These values can only be read from their end by them polling the CMTS / system at the headend.



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Frequent Visitor

Re: Internet has been incredibly unstable for weeks

So this got pretty interesting.

 

So the tech came out and couldn't find anything conclusive.  He replaced the splitter because they now use a newer model.   He suggested that it might be my internal wiring (which didn't make sense to me because I always remained connected to the other computers in the house - had pings going all the time, etc).  I also believed it didn't make sense because the phone was going out too - which obviously didn't have anything to do with my ethernet wiring. 

 

Literally about 5 minutes after he left, the internet went out again.   

 

I tried thinking back to see if there was anything that I had done recently to my network that may have affected it because I was out of options.

 

  Turns out I had added an additional switch recently - https://www.monoprice.com/product?c_id=105&cp_id=10521&cs_id=1052104&p_id=15762&seq=1&format=2 .   While I have the 8 port version of this switch in 2 places in the house for years, I had recently added this 5 port switch as well.  

 

Once I removed that switch, so far (fingers crossed) everything has been fine.  Although I'm not completely sure of the logic, it seems that having this switch at some point causes the modem to reboot?  Does this sound remotely logical?

Frequent Visitor

I don't think I can take much more of this...

Pinging comcast.net [69.252.80.75] with 32 bytes of data: Reply from 69.252.80.75: bytes=32 time=373ms TTL=57 Request timed out. Request timed out. Reply from 69.252.80.75: bytes=32 time=247ms TTL=57 Request timed out. Request timed out. Request timed out. Reply from 69.252.80.75: bytes=32 time=772ms TTL=57 Request timed out. Reply from 69.252.80.75: bytes=32 time=241ms TTL=57 Request timed out. Request timed out. Reply from 69.252.80.75: bytes=32 time=591ms TTL=57 Request timed out. Reply from 69.252.80.75: bytes=32 time=644ms TTL=57 Request timed out. Request timed out. Reply from 69.252.80.75: bytes=32 time=345ms TTL=57 Request timed out. Reply from 69.252.80.75: bytes=32 time=298ms TTL=57 Request timed out. Reply from 69.252.80.75: bytes=32 time=381ms TTL=57 Request timed out. Reply from 69.252.80.75: bytes=32 time=486ms TTL=57 Request timed out. Reply from 69.252.80.75: bytes=32 time=258ms TTL=57 Request timed out. Reply from 69.252.80.75: bytes=32 time=312ms TTL=57 Request timed out. Request timed out. Reply from 69.252.80.75: bytes=32 time=173ms TTL=57 Request timed out. Reply from 69.252.80.75: bytes=32 time=185ms TTL=57 Ping statistics for 69.252.80.75: Packets: Sent = 33, Received = 14, Lost = 19 (57% loss), Approximate round trip times in milli-seconds: Minimum = 173ms, Maximum = 772ms, Average = 379ms

Frequent Visitor

Re: I don't think I can take much more of this...

C:\Users\Dan>tracert comcast.net Tracing route to comcast.net [69.252.80.75] over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms testwifi.here [192.168.86.1]

2 * 185 ms 166 ms 96.120.74.245

3 169 ms 155 ms 201 ms 68.85.118.101

4 202 ms 143 ms 109 ms 96.108.142.253

5 175 ms * 196 ms be-98-ar03.plainfield.nj.panjde.comcast.net [68.85.35.37]

6 * * 263 ms be-800-ar03.ivyland.pa.panjde.comcast.net [68.85.63.146]

7 271 ms 292 ms 494 ms ae100-ur12-d.newcastlerdc.de.panjde.comcast.net [68.85.159.146]

8 232 ms * 243 ms urlrw01.cable.comcast.com [69.252.80.75]

Trace complete.

Expert

Re: I don't think I can take much more of this...

Start here;


https://forums.xfinity.com/t5/Your-Home-Network/Connection-Troubleshooting-Tips/m-p/1253575#M94474

 

Post the requested info from here;


https://forums.xfinity.com/t5/Your-Home-Network/Information-Requested-for-Connection-Related-Posts/m...



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