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Re: Internet drops intermittently for 10-20 mins every few hours.

Frequent Visitor

Re: Internet drops intermittently for 10-20 mins every few hours.

Has your issue been resolved? I am having same type of issue, exactly same logs with router/modem 1682 getting new IP, but only once a day.

 

We are using a 7 day free trial of Hulu live on 2 TV's to see quality before cancelling Xfinty cable service, but, will be keeping high speed internet as Xfinity/Comcast is only ISP in our market.

we are 5 days in, and have had a reset once each day at various times, losing our streaming service for 20 minutes each time.

 

We also began a Sling TV 7 day trial 3 days ago to determine if the issue was caused by Hulu, with same router resets daily. We did not use or open the Hulu app for two days while using Sling, and vica versa when using Hulu. Both X1 boxes were turned off, and all auto recordings were cancelled during this period.

 

I checked logs for 60 days, and noticed the reset of IP only twice prior to the five resets daily as, when using the X1, modem resets don't effect watching cable tv, so I wouldn't have been aware if had been happening all along.

 

I don't see any replies to original post, but I'm very interested to find out if this was resolved.

Diamond Problem Solver

Re: Internet drops intermittently for 10-20 mins every few hours.

Start with the modem's signal stats. Perhaps they already are, or they are close to being out of spec and intermittently they go completely of spec. Try getting them here http://10.0.0.1

Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

Is this a WiFi connection ?

Frequent Visitor

Re: Internet drops intermittently for 10-20 mins every few hours.

Ok, here is what I received.

 

Downstream has values for index 1-24, from 25 on there are no values.

Upstream has values for index 1-3, from 4 on there are no values.

 

index 1 DS Power Level -2.80 dBmV SNR 37.36 dB/ US Power Level 48.50 dBmV

index 2 DS Power Level -0.50 dBmV SNR 38.98 dB/ US Power Level 48.00 dBmV

index 3 DS Power Level -1.20 dBmV SNR 38.61 dB/ US Power Level 47.50 dBmV

 

If if you need further data after index 3 just let me know.

 

This modem has both wired and wireless connections. When I noticed the drop outs, the modem sequences from no lights, to one flashing light, etc, etc until the last one for phone line finally remains steadily lit. This process takes approx 20 minutes. About 15 minutes into the process, the 2.5, and 5.0 Wifi lights begin blinking. Afterwards, I completed an Event Log that shows,

[Dhcpc][1601]: erouter0 got new IP

[Dhcpc][1448]: mta0 got new IP

[ETTTHSW][514]: Port 4 admin status is up

same for Port 3

same for Port 2

same for Port 1

 

These notices span a period of approx 50 seconds from Port 1 notice to erouter0 new IP.

 

 

 

 

Diamond Problem Solver

Re: Internet drops intermittently for 10-20 mins every few hours.

The upstream power is on the high end and may be intermittently fluctuating even higher out of spec. That can cause random disconnects, spontaneous re-booting of the modem, and speed 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.


Frequent Visitor

Re: Internet drops intermittently for 10-20 mins every few hours.

Five or six months ago, a tech spent four hours here to get new X1 install working. He replaced every connector to the input amp, and the input amp itself, both coax cables used in home, and the only splitter. Prior to the service call, the X1 was not receiving enough signal to operate, and since, we have had no issues with the X1 at all. 

 

Nothing has been added, moved, or replaced since this visit. The only change, is that the X1 box is turned off during this time as we are evaluating the quality of streaming services, and, we are using considerably more data on the 2 Apple TV devices than before this week.

 

I appreciate all of your advice and time in assisting with this troubleshooting.

Diamond Problem Solver

Re: Internet drops intermittently for 10-20 mins every few hours.

Alrighty, then it would seem that your only option is to get Comcast / the techs involved again. Good luck !

Frequent Visitor

Re: Internet drops intermittently for 10-20 mins every few hours.

Well, it was a bad modem. Comcast switched out my modem and have not had issue since. It looks exactly like the Arris 1682, but it's a Cisco, the only modem they use at my local service center. 

 

It actually even has more reliable wifi, wether that is because it is the Cisco, or that the Arris was completely malfunctioning I'll never know.

 

thanks for all the help.

Diamond Problem Solver

Re: Internet drops intermittently for 10-20 mins every few hours.

What do the upstream power levels look like now ?

Frequent Visitor

Re: Internet drops intermittently for 10-20 mins every few hours.

IMG_0202.PNG

Frequent Visitor

Re: Internet drops intermittently for 10-20 mins every few hours.

i meant to include text with the above pic,....

Im not sure why this Cisco is better by seeing this, but real world usage is undeniable. Im very happy with Comcast service. BTW, I have a Roku device that Hasnt been connected in at least a year, because it is 3 floors away from router modem and would connect but wouldnt stream. After the modem switch, I pulled it back out of the box, and it works now too.

 

Thanks for all your help once again.

Diamond Problem Solver

Re: Internet drops intermittently for 10-20 mins every few hours.

They are only a tad better. Some makes / models of modems are more tolerant of less than stellar signals / connection quality than are others. Hope things hold up for you ! Good luck !