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Internet keeps dropping or spiking really high

Highlighted
Regular Visitor

Internet keeps dropping or spiking really high

Previously the internet connection would cut out and reconnect within a few seconds and would usually fix itself but interrupt anything that was currently using that connection.  Starting this last week I'm constantly getting high ping spikes or just connection drop offs in general.  I've tried just about all the troubleshooting steps and not sure where to go from here.  I don't know if it's the modem causing this or something else. 

Regular Visitor

Re: Internet keeps dropping or spiking really high

IndexLock StatusFrequencySNRPower LevelModulation

Downstream
Channel Bonding Value
20
17
18
19
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
 
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
525000000
507000000
513000000
519000000
531000000
537000000
543000000
549000000
555000000
561000000
567000000
573000000
579000000
585000000
591000000
597000000
603000000
609000000
615000000
621000000
627000000
633000000
639000000
645000000
651000000
657000000
663000000
669000000
675000000
681000000
687000000
850000000
713600000
37.355988
37.636276
37.636276
37.636276
37.355988
37.355988
36.609653
36.609653
37.355988
36.609653
37.355988
36.609653
36.386890
36.609653
36.386890
36.609653
36.609653
36.386890
36.386890
37.355988
36.609653
36.609653
36.609653
36.609653
37.355988
36.609653
36.386890
36.609653
36.609653
36.609653
36.386890
8.355733
NA
-5.500000
-5.500000
-5.299999
-5.400002
-5.599998
-5.900002
-6.200001
-6.500000
-6.500000
-6.599998
-6.700001
-7.099998
-6.900002
-6.599998
-7.000000
-6.799999
-6.700001
-6.700001
-6.500000
-6.099998
-6.400002
-6.599998
-6.200001
-6.400002
-6.599998
-6.599998
-6.500000
-6.900002
-6.700001
-6.500000
-6.500000
-60.000000
NA
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
UNSUPPORTED
OFDM

 

IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type

Upstream
Channel Bonding Value
1
2
3
4
5
Locked
Locked
Locked
Locked
Locked
40400000
35600000
29200000
22800000
16400000
2560 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
50.010300
46.770599
47.270599
48.770599
52.020599
64QAM
64QAM
64QAM
64QAM
64QAM
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA

 

Here are the records of the Downstream Power Level, Upstream Power Level, and SNR numbers.

 

Modem Model Number: TG3482G

 

Any help is appreciated!

 

Highlighted
Expert

Re: Internet keeps dropping or spiking really high

The upstream power is on the high side and it may be intermittently fluctuating even higher to out of spec levels (it's already out of spec on channel number 5). 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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