Unknown Problems With My Internet. Please Help

ConnorGX · May 14, 2016

Hey guys. First off I apologize in advance both this forum and the topic of networking in general are kind of new to me but I watch LTT and figured this would be a good place to come. So this problem started quite some time ago. I have Xfinity internet and according to my most recent speedtest.net test I'm getting about 15 ping, 30.05 Mbps down, and 6.06 up. My desktop is connected via Ethernet to my router/modem (and yes, it is the one they include that has both the router and modem in the same box). Multiple times a day my connection (along with everyone else in the house) suddenly drops, and the lights on the router/modem that are usually on (including Tel1, 5Ghz. 2.4Ghz, Online, US/DS, and I believe even the power indicator) slowly turn off one by one and then back on. I have called the company multiple times, and multiple people have come out to look at the problem, which usually results in them giving us a newer modem/router. Supposedly, we now have the newest model that they send out, but this problem has occurred on all the router/modems they give us (as far as I can remember, but I could be wrong on that detail). I've talked to some of my friends who know much much more about networking than I do, but I thought coming here might be beneficial. Ask any questions you need to but please help. Thanks

Windows7ge · May 14, 2016

4 minutes ago, ConnorGX said:

Hey guys. First off I apologize in advance both this forum and the topic of networking in general are kind of new to me but I watch LTT and figured this would be a good place to come. So this problem started quite some time ago. I have Xfinity internet and according to my most recent speedtest.net test I'm getting about 15 ping, 30.05 Mbps down, and 6.06 up. My desktop is connected via Ethernet to my router/modem (and yes, it is the one they include that has both the router and modem in the same box). Multiple times a day my connection (along with everyone else in the house) suddenly drops, and the lights on the router/modem that are usually on (including Tel1, 5Ghz. 2.4Ghz, Online, US/DS, and I believe even the power indicator) slowly turn off one by one and then back on. I have called the company multiple times, and multiple people have come out to look at the problem, which usually results in them giving us a newer modem/router. Supposedly, we now have the newest model that they send out, but this problem has occurred on all the router/modems they give us (as far as I can remember, but I could be wrong on that detail). I've talked to some of my friends who know much much more about networking than I do, but I thought coming here might be beneficial. Ask any questions you need to but please help. Thanks

Did you try plugging the router into an electrical outlet on a different breaker? If even the power LED is giving out with a completely different unit I can't help but feel the issue might not be the router at all.

ConnorGX · May 14, 2016

After having it happen again, I did not notice the power LED turning off so I believe I was wrong about that detail

Lurick · May 14, 2016

Have they ever done a line or signal test when they came out? It seems like they aren't doing much to try and troubleshoot the issue other than cycle you through router/modem units in hopes that will fix the problem. Any utility work in the area recently that you know of or perhaps if you have an idea of the age on the internal coax cable that could help narrow down the issue.

Akolyte · May 15, 2016

It could be an issue with the ISP side, or an issue with the wiring inside your house. Get them to run some signal tests, and see how the signal is to the nearest ISP router. Also if you have another router available, see if it works. Firmware issues can cause all sorts of problems, so can problems in the hardware design of it. Most ISP routers are not fully optimized.

I've often had to get people to purchase off the shelf routers from the store instead of getting one the ISP because they just flat out perform better. If you can't afford a good router see if you can buy a cheap one, even though they are cheap often they work fine as long as it's a good brand and has decent reviews. TP-Link are the best in the lower cost range is what I've found personally.

But don't worry about that now, focus on getting the ISP to do their damn job and ask to speak to a professional. Someone who actually knows how the internet works, often people who are the basic support for an ISP won't know a whole lot about networking, and just enough to fix 'most' issues. You want someone who can actually fix the particular issue you are having which could be on the ISP side.