Please Help Me Fix My Internet

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FattyMcFatPantz

FattyMcFatPantz

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Jul 16, 2014
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Okay, so I've been having a problem with my internet thats been lasting a nearly two weeks now. Every 10-15min my internet will cut out and reconnect itself within seconds but its not fully disconnecting, I never fully lose internet connection it is almost like it just buffers (I am using a wired connection but the issue does happen with ethernet and wireless). I use my computer for 8+ hours a day for my job and I use it to play games in my free time and it is extremely annoying for this to be happening. I have only noticed this problem while playing games. My internet will cut out and my game will lag extremely for a brief second like I'm going to disconnect but my internet regains connection and I can resume the game (Obviously this only happens when playing multiplayer). Also, I do know for a fact that it is not the game server as this happens on EVERY game I play. It is also NOT the computer because I played some games on my laptop to test it and the same problem was happening. Now, before you try to tell me that it is my router let me say this: I contacted my router manufacturer, Netgear, (after I had contacted Charter the first time BEFORE I changed the router) and they said that there was a slight loss of packets but it wasn't near enough to be lagging. But, I changed the router anyways in hopes of it being fixed... Nothing. So I contacted Charter (this is now AFTER changing the router) and they STILL insisted that it was my router so I called Netgear again. And this time they said that there was absoutley no problem between the router and modem and that everything was perfect and because they cannot see beyond the modem (they said only the ISP can) to contact Charter again. And so I'm here again. The problem is also NOT my modem... I just changed my modem aind I'm still having the problem... So, now, I believe that the problem HAS to be on Charter's end.

Here is what I have tried so far and NONE of these have fixed the problem.

1. Power cycling my modem and router.
2. Changing my IP address
3. Even getting a new router. (I upgraded to the new Netgear Nighthawk router and the problem still persists)
4. Changed the ethernet cable I use.
5. Tried using WiFi (This is when I found out that it also happens on WiFi)
6. Completley removed and reinstalled my network drivers. (All drivers are up to date and router firmware is up to date)
7. I turned on MAC Filtering to block any unknown devices from using my internet because I thought maybe I was under a DoS attack.
8. I have tried looking at all my cable wires (the ones I can actually access) and none are corroded or cracked.
9. I have replaced the modem.

NOTHING has worked.

 
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Urumiko

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Dec 28, 2013
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Hi, just to confirm what kind of internet connection is it? DSL? FIbre? Cable?
also are you able to access the router/modem and see if the wan link is dropping connection/losing sync via the up time?

if this is an ADSL/DSL conenction (the kind that uses microfilters, check all devices and sockets in your house are apropriatley fildered) a comon cause of this kind of thing is things like satelite tv boxes trying to use the phone line at interval
 
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FattyMcFatPantz

FattyMcFatPantz

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Jul 16, 2014
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The connection is cable. I can access the modem and router although I don't know what to really look for as far as monitoring the WAN link goes.
 
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FattyMcFatPantz

FattyMcFatPantz

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Jul 16, 2014
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I don't know what you mean. I've never heard of someone being able to connect directly through the line without the use of a modem or router. If there is a way I've never done it.
 
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Urumiko

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Firstly before trying anything try restarting your modem if you haven't already.


what scout_03 means is... turn off your router, and connect the laptop directly to the modem with an Ethernet cable, to rule out the router or other devices as a problem. This should work in most cases.

you may also want to try restarting your laptop in safe mode with networking at the same time. This will rule out any problems with software on the laptop. You do this by hammering the "f8" key while your laptop is starting. It will give you a menu asking "how do you want to start windows". you use the arrow keys + enter to select the options.
when you are done in safe mode just restart your laptop and it will start normally.



As for accessing the modem management page, I've never logged on to a fiber modem myself and it depends if you have a fiber optic cable going right to the modem itself (fiber to the premises), or the fiber cable only goes to your street, then you have a thicker copper cable coming in to the house (fiber to the cabinet), Either way there should hopefully be an indiation of the connection speed it is connected at.. eg 100mb/s, if its copper it may also reffer to something like synchronization speed.

Basically any values written in mbps, mb/s kb/s kpbs would be helpfull so tell us what they are.

There should also be some kind of error counter/log somewhere listing errors on the interface. it might mention things like FEC, CRC, or HEC errors. again any of these might be helpful.
 
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FattyMcFatPantz

FattyMcFatPantz

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Jul 16, 2014
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I have connected directly to the modem before (when setting it up) and on my computer it said I had internet connection to the internet but no internet access (little yellow triangle) but when I connected the modem to the router I was able to connect to the internet.

As far as launching in safe mode, I don't need to. As I've already determined that it is not the computer.

And for the error logs... When I go to the administrator settings on my router page I do have the option to see the logs but there is nothing showing errors. It is only showing devices (all recognized) gaining access to the internet connection.

As far as speeds go I'm getting 30mbps down and 5mbps up which is exactly what I'm paying for. But that doesn't change the fact that my internet cuts out every five minutes.
 
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Urumiko

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Sorry I had your post confused with someone elses. I've looked at lots of these today.

When logged on to the router you should be able to see the up time on the wan connection, next time you have a drop you can log in to see if the wan connection went down. Though if you have a modem to a certain extent it is not the router responsible for the real wan connection, it is the modem. so it would be nice to be able to log in to the modem if you can, but some ISPs dont allow this so you are dependent on them doing proper trouble shooting.

The best test you can do is actually to consider running a continual ping to each stage of your internet connection, i.e your router, your modem (if possible), and your telephone exchange... you can get the ip address of these by running a trace-route to a random website.

If you open 3 console windows and set a continual ping going to each of these ips, next time the drop out happens look at these pings and see which ones have dropped. this will confirm for you at which point things are failing.
 
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scout_03

scout_03

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you where having a yellow triangle directly on the modem because this one have the router mac address in is settings and not your computer one ,the test i would do is get your computer or laptop to a friend place with the router then plug wired and made test for the connection so that will tell you if it is on your sie for the issue or the modem from charter is the one who need to be exchange it could be overheathing on high demand like gaming .
 
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FattyMcFatPantz

FattyMcFatPantz

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Jul 16, 2014
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Sorry it is taking so long to get back to you.

I have run the trace route and ping tests. When I did the trace route there were a lot of IPs and I didn't know which one to choose so I did my best at choosing the right ones.

First I chose my local IP 192.168.1.1 and all the pings came back.

Then I chose the IP directly after that one (it was not my public IP but I still don't think its safe to post it) and for every ping I got "Request timed out" and for only one of the pings I got "General Failure."

For the 3rd IP I used 8.8.8.8 and all pings returned successfully.

About the WAN connection. The WAN does not go down whenever my internet does so I don't think that is the problem.
 
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Urumiko

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hehe i love the animation of your avatar.

Ok so without labouring the point too much did you try pinging while the connection drops?
I appreciate the sync of the modem may not drop but other things like DHCP renewal or frame loss could be going on without the connection itself dropping. as for which ip to choose the first one is great, that's your router. Sometimes the 2nd one is the modem so the 3rd one is best, but really any ip after your modem will do because it has to go out to the internet to get there.
 
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