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Still have connection to router, but no internet connection

New Poster

Still have connection to router, but no internet connection

Hi, ill try to be as brief as possible.  For the past few weeks or so (probably around a week) I have been losing internet connectivity on all wireless devices.  The problem is completely random, but resolves itself in between 1-5 minutes depending.  I have been talking to a few friends in my area also with comcast, and they seem to have the same issue, which prompts me to believe it isnt my router or modem, it is comcast itself.  I'm not sure what to do here, if you guys would like me to post some information regarding anything, please tell me where to get it and ill post it promptly.  Thanks!

Contributor

Re: Still have connection to router, but no internet connection

I hear you. I have been having the same issues. Comcast personnel simply told me to restart modem, router etc. To give you an example of my issue here is a recent log:

05/12/2012 19:17:20    Log Start
=======================================
Failure Start          Length
 
05/12/2012 19:34:53    0:03:13
05/12/2012 19:48:56    0:03:08
05/12/2012 19:55:49    0:03:15
=======================================
05/12/2012 19:59:21    Log End
Monitor Duration    0:42:00
Failure Count    3

Net Uptime Monitor Failure Log (NetUptimeMonitor.com)

05/12/2012 21:24:54    Log Start
=======================================
Failure Start          Length
 
05/12/2012 21:28:05    0:01:52
05/12/2012 21:34:30    0:02:25
05/12/2012 21:40:57    0:02:59
05/12/2012 21:55:16    0:02:38
=======================================
05/12/2012 21:59:59    Log End
Monitor Duration    0:35:00
Failure Count    4



05/12/2012 22:15:22    Log Start
=======================================
Failure Start          Length
 
05/12/2012 22:15:41    0:03:31
05/12/2012 22:30:07    0:02:44
05/12/2012 22:45:05    0:01:45
05/12/2012 22:51:19    0:02:31
=======================================
05/12/2012 23:01:05    Log End
Monitor Duration    0:45:41
Failure Count    4

05/19/2012 12:12:53    Log Start
=======================================
Failure Start          Length
 
05/19/2012 12:12:55    0:00:16
05/19/2012 12:16:47    0:03:24
05/19/2012 12:25:20    0:01:50
05/19/2012 12:31:13    0:02:57
05/19/2012 12:39:20    0:01:48
05/19/2012 12:44:57    0:03:11
05/19/2012 12:51:42    0:10:26
05/19/2012 13:07:33    0:01:34
05/19/2012 13:15:44    0:00:22
05/19/2012 13:49:44    0:01:19
05/19/2012 13:54:39    0:03:24
05/19/2012 14:03:29    0:01:33
05/19/2012 14:11:55    0:00:06
=======================================
05/19/2012 14:12:19    Log End
Monitor Duration    1:59:24
Failure Count    13


New Poster

Re: Still have connection to router, but no internet connection

ah, good to see it really isnt just me.  I kinda figured they would give me the generic 'power cycle' response.  It seems I am having the same exact issue as you though, the spacing seems similar and the downtime seems similar as well. 

Expert

Re: Still have connection to router, but no internet connection

We need more information please:

- Post your upstream and downstream signal levels. Click the link or type: http://192.168.100.1 into your browser. We are interested in your power levels (dBmV) and your Signal to Noise Ratio (SNR). You may also want to contact Comcast and ask for your upstream SNR (uSNR) and receive level.
- Post your modem’s error logs.
- Post the make and model of your modem.
- Post the make and model of your router if you have one.
- Let us know if you contacted Comcast or had a tech visit.
- Let us know what the lights on your modem are doing when you are having problems.


I am not a Comcast employee, just a moderator. Pls observe Wheaton's Law.
New Poster

Re: Still have connection to router, but no internet connection

hi, thanks for the reply, but I cannot seem to connect to the page you linked me to.  

Contributor

Re: Still have connection to router, but no internet connection

Here is some of the information you requested. I did contact Comcast a few days ago and on recommendation reset my router and Modem at the time it did not resolve the issue however,for the next  a couple of days things were fine but now I am experiencing a number of short duration outages. In the last 2 hours I have had 24  short duration outages from 1-3.5 minutes.

 

Model Name: SB6120
Vendor Name: Motorola
Firmware Name: SB612X-1.0.3.3-SCM00-NOSH
Boot Version: PSPU-Boot 1.0.0.4m1
Hardware Version: 3.0
Serial Number: 317001113102558808040011
Firmware Build Time: Aug 12 2010 13:58:19

 

Wireless Router D-Link Dir-601

 

Signal to Noise Ratio36 dB 36 dB 36 dB 36 dB 

 

 

Signal to Noise Ratio36 dB 36 dB 36 dB 36 dB 

 

 

 

Power Level
 
1 dBmV  1 dBmV  1 dBmV  1 dBmV  

 

 

Recent Log Files For Modem

 

May 19 2012 11:44:463-CriticalR07.0Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=e4:83:99:8b:5d:d6;CMTS-MAC=1c:df:0f:03:0c:65;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:126-Notice Cable Modem Reboot due to power reset ;CM-MAC=e4:83:99:8b:5d:d6;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
May 15 2012 10:52:213-CriticalR07.0Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=e4:83:99:8b:5d:d6;CMTS-MAC=1c:df:0f:03:0c:65;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:126-Notice Cable Modem Reboot due to power reset ;CM-MAC=e4:83:99:8b:5d:d6;CMTS-MAC=1c:df:0f:03:0c:65;CM-QOS=1.1;CM-VER=3.0;
May 12 2012 15:53:333-CriticalR02.0No Ranging Response received - T3 time-out;CM-MAC=e4:83:99:8b:5d:d6;CMTS-MAC=1c:df:0f:03:0c:65;CM-QOS=1.1;CM-VER=3.0;
May 12 2012 13:48:193-CriticalR07.0Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=e4:83:99:8b:5d:d6;CMTS-MAC=1c:df:0f:03:0c:65;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:126-Notice Cable Modem Reboot due to power reset ;CM-MAC=e4:83:99:8b:5d:d6;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
May 11 2012 11:47:463-CriticalR07.0

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=e4:83:99:8b:5d:d6;CMTS-MAC=1c:df:0f:03:0c:65;CM-QOS=1.1;CM-VER=3.0;

 

 The power, receive, send, online lights of the modem are solid and the link light blinks when modem is acting normal. These lights seem to be normal during the outages.

 

 

 

 

 

 

 

New Poster

Re: Still have connection to router, but no internet connection

Same issue here, had a Comcast tech by yesterday and he said signal was good and we looked at some of the settings on my router (Netgear WNDR4000, only a couple months old) and he changed to not having the router control DHCP. If the router doesn't assign IP addresses on my network, how do they get assigned. Have been going through all settings on the router and now have an interesting situation, my laptop (Lenovo) and my daughters (Toshiba) are both good but my wife's MacBook Air and iPad2...no joy. My Lenovo kept coming up with the "DNS server not responding" when I ran the Windiws diagnostic. We always showed that we were connected to router but not getting to the internet. I usually hook up by wire through the Comcast provided modem (Arris TM722G/CT) when troubleshooting just to see if the internet is really there and sometimes it is not. I can provide the signal metrics but when I lost everything for several days 2 months ago, they had to rewire everything from the house to the street as the guys that were building some houses across the street partially sliced my cable when connecting the new houses. Anyway, I don't think the fact that I have 2 Windows laptops working means I did anything right but I just got lucky. Any comments?

Contributor

Re: Still have connection to router, but no internet connection

To illustrate my problem this is a log of failures I experienced from around 3PM today until a little after 9PM Pacific Time:

05/19/2012 15:14:39    Log Start
=======================================
Failure Start          Length
05/19/2012 15:14:41    0:00:15
05/19/2012 15:39:57    0:02:57
05/19/2012 15:48:59    0:00:54
05/19/2012 15:54:15    0:02:38
05/19/2012 16:00:36    0:03:16
05/19/2012 16:07:44    0:03:07
05/19/2012 16:15:43    0:02:08
05/19/2012 16:22:06    0:02:45
05/19/2012 16:28:52    0:02:58
05/19/2012 16:42:24    0:03:25
05/19/2012 16:50:18    0:02:31
05/19/2012 16:57:13    0:02:34
05/19/2012 17:04:27    0:02:20
05/19/2012 17:10:32    0:03:15
05/19/2012 17:19:37    0:01:09
05/19/2012 17:25:25    0:02:20
05/19/2012 17:31:33    0:03:12
05/19/2012 17:38:18    0:03:26
05/19/2012 17:45:34    0:03:10
05/19/2012 17:52:24    0:03:19
05/19/2012 18:01:15    0:01:28
05/19/2012 18:06:20    0:03:22
05/19/2012 18:15:14    0:01:28
05/19/2012 18:21:23    0:02:18
05/19/2012 18:28:15    0:02:25
05/19/2012 18:37:06    0:00:33
05/19/2012 18:50:31    0:01:07
05/19/2012 18:55:43    0:02:55
05/19/2012 19:16:28    0:03:08
05/19/2012 19:23:10    0:03:26
05/19/2012 19:30:15    0:03:20
05/19/2012 19:58:45    0:02:47
05/19/2012 20:07:37    0:00:55
05/19/2012 20:13:03    0:02:28
05/19/2012 20:20:23    0:02:08
05/19/2012 20:26:02    0:03:28
05/19/2012 20:35:12    0:01:18
05/19/2012 20:41:31    0:01:58
05/19/2012 20:54:57    0:02:30
05/19/2012 21:01:06    0:03:21
Failure count: 40

 

I find it interesting the outages don't seem to run between 1 and a little over 3 minutes. During the time of these outages I can actually ping Comcast (98.208.8.253) and get normal responses. Yet, I do not have internet access. Strange.

 

 

New Poster

Re: Still have connection to router, but no internet connection

When I use a windows computer the router gives me a gateaway IP address that does not have internet 192.168.100.1.  If I rest this one manually to 10.0.0.1 (255.255.255.0; 75.75.75.75; 75.75.76.76)  I get internet.

With my ipad, iphone or mac I do not get this problem

 

This is anoying because if I take my tablet PC to another place I have to set it to automatic but at home I have to reset it manually

 

What can I do?

 

I believe that there is something wrong with the router that is broadcasting a wrong Ip address

Comcast changed my router for triple play but the problem continues