Sudden internet drops (Spectrum/TWC)

[li0n]

After a few weeks of troubleshooting, still can't figure this out...

 

I've been dealing with what seems like sudden outages in my internet connection in my home for upwards of a few weeks now. I'm connected via Ethernet to my router/modem (Arris) supplied to me by my ISP. I'll be gaming, surfing, watching twitch, talking in discord, whatever the case may be when my internet connection drops. During a game, this results in a massive lag spike, inability to move, etc and when it "reconnects" my ping is super high (going from insane ms like 700) down to the normal ping. extremely frustrating because most of the time it doesn't reconnect, and results me being timed out. When watching a stream or a video, it stops and doesn't continue. Weird part is, on Rainmeter (desktop monitoring app) i'm still transfering data, but windows shows that I have no internet connection. happens to other people around the house on wireless/wired at the same times, but never periodically, seems to be random, because it can go hours before it drops once.

 

I've tried:

Unplugging/plugging in router/modem (for varying amounts of time)

Restarting the router through settings

Resetting

PC restart

replugging rj45 on both sides

(after that i've lost track of all the things i've tried from online forums)

 

Things I've noticed:

Router/modem unit itself gets very warm to the touch

After replugging the power no drops occur for awhile.

Seems to be packet loss related? not sure tho (CS:GO's net_graph shows my packet loss spiking to 50% when a drop occurs, before i'm timed out ofc)

 

 

 

 

 

 

Attached are screenshots of Pingplotter after one of the spikes, comparing the packet loss, ping, etc between my default gateway, a CS:GO server, and google.com. Another screenshot is rainmeter during one of the "outages".

 

 

anyone have any idea on what is causing this? 

[MaxBunny]

4 minutes ago, li0n said:

anyone have any idea on what is causing this? 

Yeah. Your ISP is. Contact them.

[Windows7ge]

I also share your provider. If you have an ARRIS router like me it does get quite hot. I can't say the heat output has ever resulted in outages for me though. You might want to contact the ISP. It sounds like they might be doing some things on the network in your area without notifying anyone or a piece of equipment is starting to fail outside your network of which your network relies on. I'd ask an immediate neighbor who plugs into the same box as you (usually a coax box in a backyard, sideyard, or out at the street) and ask if they're having similar issues. If not maybe it's the router itself. Ask the ISP to replace it if they don't give you a good answer.

[VolkA]

1 hour ago, li0n said:

After a few weeks of troubleshooting, still can't figure this out...

 

I've been dealing with what seems like sudden outages in my internet connection in my home for upwards of a few weeks now. I'm connected via Ethernet to my router/modem (Arris) supplied to me by my ISP. I'll be gaming, surfing, watching twitch, talking in discord, whatever the case may be when my internet connection drops. During a game, this results in a massive lag spike, inability to move, etc and when it "reconnects" my ping is super high (going from insane ms like 700) down to the normal ping. extremely frustrating because most of the time it doesn't reconnect, and results me being timed out. When watching a stream or a video, it stops and doesn't continue. Weird part is, on Rainmeter (desktop monitoring app) i'm still transfering data, but windows shows that I have no internet connection. happens to other people around the house on wireless/wired at the same times, but never periodically, seems to be random, because it can go hours before it drops once.

 

I've tried:

Unplugging/plugging in router/modem (for varying amounts of time)

Restarting the router through settings

Resetting

PC restart

replugging rj45 on both sides

(after that i've lost track of all the things i've tried from online forums)

 

Things I've noticed:

Router/modem unit itself gets very warm to the touch

After replugging the power no drops occur for awhile.

Seems to be packet loss related? not sure tho (CS:GO's net_graph shows my packet loss spiking to 50% when a drop occurs, before i'm timed out ofc)

 

 

 

 

 

 

Attached are screenshots of Pingplotter after one of the spikes, comparing the packet loss, ping, etc between my default gateway, a CS:GO server, and google.com. Another screenshot is rainmeter during one of the "outages".

 

 

anyone have any idea on what is causing this? 

My colleague used to have similar issue in the past. But he solved it by changing the router. Anyway, usually it's either your ISP or router. If you are able to find another router, You could try to see if change the router works.

[Lurick]

What's the exact model modem/router?

What speeds are you paying for? (More of a question for the "If you need to buy your own" scenario)

Have you tried calling them and asking for a tech?

[Donut417]

Id say one of two things is happening. 

 

1) The modem/Router is getting too hot. One way to solve this is use a laptop cooler if the modem/router has a USB port you can plug in to. 

 

2) Your signals coming from your ISP are on the edge of whats acceptable and maybe, your signals are being pushed pasted whats needed to work. You have cable internet. Your signals coming in to the modem have a certain level they have to be so the internet will work. Signals can go up and down depending on the temp outside. You could being pushed to the breaking point. Only way to be sure is to access your modems diagnostic page at 192.168.100.1. The only thing is, not all ISPs give you access to this page. But its the only way for you to diagnose the issue. You can compare your signal levels to here: https://www.dslreports.com/faq/16085

 

The page says Comcast at the top, but all Cable ISPs should follow the same signal levels. 

[li0n]

5 hours ago, Lurick said:

What's the exact model modem/router?

What speeds are you paying for? (More of a question for the "If you need to buy your own" scenario)

Have you tried calling them and asking for a tech?

The unit is a Arris TG1672G

I pay for 100down 10up (which I easily hit/exceed during speedtest.net and google internet speed tests)

 

And I think calling a tech is my only option at this point. Just did a tracert to 8.8.8.8 and found that the first hop always times out, the second one sometimes times out and the rest vary. Attached is the worst one I saw during a test. I'm pretty sure it's the router/modem or my ISP at this point, tried everything

 

2 hours ago, Donut417 said:

Id say one of two things is happening. 

 

1) The modem/Router is getting too hot. One way to solve this is use a laptop cooler if the modem/router has a USB port you can plug in to. 

 

2) Your signals coming from your ISP are on the edge of whats acceptable and maybe, your signals are being pushed pasted whats needed to work. You have cable internet. Your signals coming in to the modem have a certain level they have to be so the internet will work. Signals can go up and down depending on the temp outside. You could being pushed to the breaking point. Only way to be sure is to access your modems diagnostic page at 192.168.100.1. The only thing is, not all ISPs give you access to this page. But its the only way for you to diagnose the issue. You can compare your signal levels to here: https://www.dslreports.com/faq/16085

 

The page says Comcast at the top, but all Cable ISPs should follow the same signal levels. 

Checked my signals, and the db for up and down are fine, nothing out of the ordinary but I'll get the tech to take a look. I attached a screencap of those too so if you see anything I haven't that's out of the ordinary, let me know.

 

Thanks for all the help guys, hopefully spectrum can do something about it

[Lurick]

How long since the last modem restart?

You've got a TON of uncorrectable errors which can indicate a bad line somewhere.

[Donut417]

Id have to agree with @Lurick. While your SNR and Power Levels looks good. Your uncorrectable counts are kind out of control. Generally you will see this if your got some interference hitting the line. Keep in mind, your cable provider uses the same frequencies broadcast TV and Cellular providers use. So, if you got a bad end or line, it can cause those signals to enter the cable system and cause issues like this. 

[Beowulff83]

20 hours ago, li0n said:

After a few weeks of troubleshooting, still can't figure this out...

 

I've been dealing with what seems like sudden outages in my internet connection in my home for upwards of a few weeks now. I'm connected via Ethernet to my router/modem (Arris) supplied to me by my ISP. I'll be gaming, surfing, watching twitch, talking in discord, whatever the case may be when my internet connection drops. During a game, this results in a massive lag spike, inability to move, etc and when it "reconnects" my ping is super high (going from insane ms like 700) down to the normal ping. extremely frustrating because most of the time it doesn't reconnect, and results me being timed out. When watching a stream or a video, it stops and doesn't continue. Weird part is, on Rainmeter (desktop monitoring app) i'm still transfering data, but windows shows that I have no internet connection. happens to other people around the house on wireless/wired at the same times, but never periodically, seems to be random, because it can go hours before it drops once.

 

I've tried:

Unplugging/plugging in router/modem (for varying amounts of time)

Restarting the router through settings

Resetting

PC restart

replugging rj45 on both sides

(after that i've lost track of all the things i've tried from online forums)

 

Things I've noticed:

Router/modem unit itself gets very warm to the touch

After replugging the power no drops occur for awhile.

Seems to be packet loss related? not sure tho (CS:GO's net_graph shows my packet loss spiking to 50% when a drop occurs, before i'm timed out ofc)

 

This problem could be from a number of things. bad modem, lose fittings, bad fittings, damaged lines all the way back to your isp's main feed.  You should definitely contact them.  They should have some visibility into your modem to help troubleshoot remotely  and possibly send a tech out to troubleshoot the issue further.  

[MechPilot524]

 

16 hours ago, li0n said:

The unit is a Arris TG1672G

I pay for 100down 10up (which I easily hit/exceed during speedtest.net and google internet speed tests)

 

And I think calling a tech is my only option at this point. Just did a tracert to 8.8.8.8 and found that the first hop always times out, the second one sometimes times out and the rest vary. Attached is the worst one I saw during a test. I'm pretty sure it's the router/modem or my ISP at this point, tried everything

 

Checked my signals, and the db for up and down are fine, nothing out of the ordinary but I'll get the tech to take a look. I attached a screencap of those too so if you see anything I haven't that's out of the ordinary, let me know.

 

Thanks for all the help guys, hopefully spectrum can do something about it

Up until a few months ago, I was an install technician who subcontracted for Spectrum in the North Texas service area. Things can differ from service area to service area at Spectrum's discretion: for example, an install tech must dig under sidewalks in San Antonio but in Dallas can just call a bury first.

From what experience I have, there are perhaps two scenarios on Spectrum and their technicians' end, if this is persistent.

 

 

There's always the possibility of a line issue: deteriorating cable, poorly installed fittings and connectors. If your tap's far enough away to require the use of heavy-gauge RG-11, there's a real chance your tech didn't install his fitting right because they are more complex than the standard fitting. 

But I don't think it's a line issue, most Spectrum techs and especially subcontractors are paid more for proactively replacing wiring. Plus a failed quality control inspection can cost a technician his badge.

Signal to Noise Ratio seems fine for default Spectrum equipment, we were told to ensure it was above 30. The equipment we installed was rated to function properly between -10 and +12 dBmV down and between +32 and +51 dBmV up, so I think your signal's fine. If it weren't in that window, then you would experience significant packet loss.

 

I think it's your modem because:

- Spectrum modems suck. The very model you have, TG1672G, is classified as type PQ internally. We call it "the ps3". Every job I got sent to in order to "fix wifi", that ended up being a modem swap only without any work at the tap, ground block, or coaxial splitters, was with that very modem. I have that same model now in my apartment and I can feel it starting to go. Same/similar symptoms, and the customers I worked with all experienced that as well. Our modems can churn out pretty bandwidth because everyone knows how to Speedtest these days, but that doesn't mean they're good, or aren't cheap.

- You don't have the problem after immediately rebooting.

- Signal to Noise ratio and DS/US signal levels are fine.

 

I honestly recommend getting an aftermarket modem. If you just keep having Spectrum swap out the modem, you might see bad performance with multiple devices, and if they keep giving you that 1672G you're gonna run into the problem again eventually. The aftermarket modem will probably save you a bit on your bill as Spectrum likes to charge a monthly "wifi fee" instead of a modem fee. A router is also a possibility but IMO the modem's so slow and stupid, it bottlenecks the router - even the Speedtest numbers may show that part.

A modem I'd recommend is the Asus CM-32 AC2600. Maybe a bit overkill but it'll handle your streaming probably at high bitrates, and if you have others at the edges of wifi performance it's got features like beamforming to help you out. Plus it's certified for Spectrum, not just TWC.

Link to Asus' page, if you're interested: https://www.asus.com/us/Networking/CM-32-AC2600/