Internet keeps losing connection and should I switch providers?

Chosenblades

Reputable
May 13, 2014
2
0
4,510
Some useful information...
I currently have cable internet on a 8 Mb/s down connection.
My router (currently not in use): http://www.newegg.com/Product/Product.aspx?Item=N82E16833124010
My old modem: http://www.newegg.com/Product/Product.aspx?Item=N82E16825122011
My new modem (with built-in router): http://www.amazon.com/Motorola-SURFboard-Gateway-SBG901-Wireless/dp/B002M3SJ6U

I've been having problems with my internet for a long time.

First of all, lets note that I live in a city where one local company has a monopoly on the internet. The only other provider I know of only offers wireless internet.

The main problem is that my connection resets at seemingly random times. The router will reboot, and then it is fine for a little while. I have watched the power levels when it resets, and the upstream and downstream power both change a lot.

A few months ago we called our ISP and had a technician sent out. He replaced our modem with this: http://www.amazon.com/Motorola-SURFboard-Gateway-SBG901-Wireless/dp/B002M3SJ6U

Before the technician came, I never had any problems connecting to servers/etc. While I had friends who couldn't connect to each other on Xbox Live, I could connect to everyone. When my connection reset, it would be down for ~1-2 minutes and then it would be fine.

With the new modem, it will reset and go down for anywhere from 1 minute to 30. During this time I can use some things but not others. I've noticed that I will often get reconnected to my buddies on skype but can't browse the web/anything else for the entire duration. I've had problems connecting to servers with the new modem. An example, I can only see ~50 servers max out of all the servers on Garry's mod. I have to have a friend find a server so I can spam the retry button until it allows me to join.

Well, it didn't fix the problem. In fact, it made it worse. This led me to believe the problem is with the wiring, however, the company charged me $200 for that call out. I have had nothing but problems with them, their service sucks, and their technicians are even worse.

This is my main question at the moment... should I switch providers? The only downfall is that it is wireless internet. I don't know much about it, but I have read that a storm can interrupt my connection. They are also more expensive for a worse connection. I'm currently paying $50/month for 8Mb/s down, and a very bad upload speed. The best package the other company offers is $75/month for 6Mb/s down and up.

Would it be worth it to switch to wireless internet, where I would have a stable connection but I will pay more for worse speeds? Or should I try to work things out with my current company? What are some reasons not to get wireless?

Does anyone know what the hell is causing my connection to randomly reset several times a day?
 
Solution
Yeah t3 timeouts means that the modem is not getting a reliable signal. Could be fault with modem or the line.

If you own the modem then try a different modem, if it is their modem then they are responisible either way.

The fact that you have a pic of that log is good. Show them the t3 timeouts that shows the connection is bad somewhere, make sure they test not just the coax form the demarc (demarc is here the cable enters your home before being split all over your home), but from where the modem is in your house.
Most likley the wireless company will not be very good, that 6mbps drops down in speed real fast, just like your wifi speed drops if you put a few walls between you and the router.

I would compain to yoru ISP tell them you have frequent disconnects and they need to either fix the problem or you will be switching to company B. You will not pay a service call for their equipment dropping connection with their service, if they cant provide you with the service they promised then you are not going to keep paying good money for it. The surfboard should have modem logs that will show the timeouts and reboots, take a screenshot of it to show them.
 

Chosenblades

Reputable
May 13, 2014
2
0
4,510
This is my modem's log: http://i.imgur.com/PqrDZlp.png

It's showing mostly the same things the old modem did. I called the company on a Sunday, they said they would have a tech call me the next morning. I never heard from them. I'll call again tonight.

Would this be a problem with the cables? I have done a bit of googling to find other people with the same problem and some of them got it fixed with a new modem, some of them had cable problems, and some just switched to a different provider.
 
Yeah t3 timeouts means that the modem is not getting a reliable signal. Could be fault with modem or the line.

If you own the modem then try a different modem, if it is their modem then they are responisible either way.

The fact that you have a pic of that log is good. Show them the t3 timeouts that shows the connection is bad somewhere, make sure they test not just the coax form the demarc (demarc is here the cable enters your home before being split all over your home), but from where the modem is in your house.
 
Solution