Random internet disconnects on main pc, but other pc's/tablets work fine

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Brad239

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Jul 13, 2015
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Hi guys,

My internet provider is Comcast, and I got sent a new modem/router combo a few weeks ago. For the first week or two, I had no issues. Now what I am experiencing is my main PC is having random internet disconnects that usually last around 3-5 minutes. These random disconnects happened once a day for the first couple days, but now they are seeming to happen every couple hours. The odd thing about this is when I am experiencing these disconnects, I am still able to use the internet on my laptop and my tablet.

I have no idea what could be causing this. The only thing I tried thus far is replacing my ethernet cable, but that didn't help anything. Could it be a firewall issue, or a windows update that messed things up? I have Windows 8.1 by the way.

Basically if anyone has any ideas or ways I can go about fixing this issue, please let me know. Thanks in advance!
 
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gbb0330

gbb0330

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Apr 28, 2015
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lets determine if your local network is OK.
open command prompt and run ipconfig. Look for default gateway IP address. this IP address is your router, most likely 192.168.0.1 or something like that.

write down the IP address and wait for a disconnect.
as soon as the disconnect happens open command prompt and run the following command
ping 192.168.0.1 -t

the above is just and example, replace the IP address with your default gateway.

wait a couple of minutes and press Ctrl+C to stop the ping test. look for lost packet % at the bottom and post the results here.
 
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Brad239

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Jul 13, 2015
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A couple of things. My gateway IP address wasn't of the tradition 192.168.0.1 variety. It was a longer number with letters mixed in, colons, and %, but I went ahead and copied that down anyways and I got these results with a ping test. My router is not of the traditional variety, it's a router/modem combo sent by Comcast.

Packets: sent=160, received=160, lost=0
Minimum= 0ms, maximum= 22ms, average=0ms
 
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gbb0330

gbb0330

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you have IPv6 IP address, a little more difficult for humans to use. The 192.168.x.x is IPv4, older technology, but easier for us humans to remember. So according to this test there is no issue whatsoever between your computer and your Comcast router. Please confirm that you performed the test during a disconnect.
 
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Brad239

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Jul 13, 2015
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Ahh nevermind, I feel stupid. I assume you mean do the test when I lose my internet connection? My connection has actually been working without an issue now for several hours. But that's kind of the randomness of it. I will post back here with test results once I lose internet. Not sure when that will be, but I'll report back.
 
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Brad239

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Jul 13, 2015
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Sorry for the delayed response, but my internet was fine the past couple days. However, it just went out. I retested and got the following results:

Packets: sent=184, received=184, lost=0
Minimum= 0ms, maximum= 14ms, average=1ms
 
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gbb0330

gbb0330

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Looks like your local network is fine. since you have no issues with the other devices, seems like your internet is fine as well.

So most likely you are dealing with a software problem on your computer that seems like a network problem but its not.
Describe in detail that "internet disconnect"
 
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Brad239

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Jul 13, 2015
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I'm not really sure what else I can add. It does seem like the issues happen more when I am viewing youtube videos or listening to a podcast and open a new browser window, but the issue hasn't been 100% exclusive to youtube/podcasts.

Other information: I'm using Firefox. There is no virus/malware issue. I have McAfee virus protection and I use Adblock as well.

It's just strange. I had no issue with this new modem/router for the first couple weeks, but now I'm having issues very randomly. And I don't think it's the router/modem because other devices work just fine during these internet outages. I will say that I shutdown my PC, and reset my router and I had no issue for two full days which is why it took me awhile to report back.
 
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gbb0330

gbb0330

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so you have youtube open in firefox, and the video stops playing. are there any messages in the bottom right hand corner of your screen? any changes to the network icon?
when the video stops playing, go ahead and minimize firefox, open internet explorer and browse the web, what happens?
 
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Brad239

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Jul 13, 2015
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No changes to network icon, and no messages at all stating any issue.

On a couple occasions during disconnects I opened up internet explorer and couldn't get access to the internet there as well.
 
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gbb0330

gbb0330

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created another user account and see if you run into the same problem under the new user profile.

 
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