Internet connection cutting out periodically

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cakesmithinc

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Mar 25, 2015
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Hi,

So, basically, every so often (about every 30 minutes or so) my internet connection will drop, but all my devices still say they are connected. (like the computers on wired connection won't have the 'limited access' icon in the bottom right, and the wireless devices still show full bars)

My question is, based on how old my modem (gateway?) is, do I need a new one? It is a SURFboard SB6141 (the black version, if it matters) and I believe it is about 4 or so years old.

I guess the alternative would be needing a new wireless router, which is an Apple Time Capsule 4th Gen., and is not as old. I assume that this is not the issue because all my devices still say they are connected.

Thanks in advanced,
Vaughn B.
 
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http://www.tomshardware.com/forum/21085-42-cable-internet-connection-constantly-timing <- same link as before
Ellis056
Ok, I hope to shed some light on everyone's issues and pull the curtain back a little. I WAS a Charter Communications Senior System Tech. I was responsible for maintaining and repairing all mainline issues. The problem that you guys are having is, i repeat, IS a problem with your cable companies hardline distribution plant. In other words, don't waste your time or money replacing modems and or routers. If you are experiencing problems at certain times of the day, it is related to temperature. I know that sounds crazy, but hardline cable is metal. It expands and contracts with hot and cold temperatures just like any...
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Greenpernod

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if its not a hardware issue. Your lease for your ip's might be set to 1800 seconds and it might be just slow in renewing them(30 minutesx60 seconds=1800 seconds) might want to try setting it to the maximum amount of seconds and see if it helps. If thats the cause be wary when your lease expires at that maximum time frame if your gaming or such. So if you are usually sleeping at 3:00am I'd set it at around that time(24 hours x 60 minutes and hour x 60 seconds a minute= 86,400 seconds) heres hoping it goes that high and that's the problem.
 
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cakesmithinc

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Mar 25, 2015
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How would I go about changing that? Would it be through the router or the modem?

Also, I found the logs for my modem. These five steps happen each time the network cuts out, it seems.

1: Aug 10 2015 17:52:12: No Ranging Response received - T3 time-out
2: Aug 10 2015 17:52:14: Ranging Request Retries exhausted
3: Aug 10 2015 17:52:14: Unicast Maintenance Ranging attempted - No response - Retries exhausted
4: Jan 01 1970 00:00:15: Cable Modem Reboot due to T4 timeout
5: Aug 10 2015 17:52:56: MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1

So it appears the downtime is due to the modem restarting. During the same time these five steps happen, my wireless router says the WAN (uplink?) port is unplugged when I troubleshoot it through the interface.

Thanks again,
Vaughn B.
 
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Greenpernod

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http://www.tomshardware.com/forum/21085-42-cable-internet-connection-constantly-timing if you go to the last comment before the topic is closed it seems to be an issue with your provider. One post talks about a bad line amplifier on one of the power poles that ended up being 5 houses down.But I'd still try going on your router and increasing the "Client Lease Time" in basic set up to see if that helps. and after that maybe give your isp a phone call asking them to check the lines with a technician.
 
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cakesmithinc

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I went through the last comment's steps and was able to get over 1000 ping without noticing the problem. This is the issue with a problem like this, because I don't know how to reproduce the error. I will try the lease extension to see if that helps, thank you.
 
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Greenpernod

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http://www.tomshardware.com/forum/21085-42-cable-internet-connection-constantly-timing <- same link as before
Ellis056
Ok, I hope to shed some light on everyone's issues and pull the curtain back a little. I WAS a Charter Communications Senior System Tech. I was responsible for maintaining and repairing all mainline issues. The problem that you guys are having is, i repeat, IS a problem with your cable companies hardline distribution plant. In other words, don't waste your time or money replacing modems and or routers. If you are experiencing problems at certain times of the day, it is related to temperature. I know that sounds crazy, but hardline cable is metal. It expands and contracts with hot and cold temperatures just like any other metal substance. When this happens, the metal is either less dense(when hot) or more dense(when cold). Therefore, the signal passes differently depending on the temperature. Causing higher or lower signals when the sun comes up or goes down. Now, to battle this phenomenon, the amplifiers hanging on the lines are designed to automatically adjust the Gain (signal boost) accordingly. Now, these have to be adjusted and set up properly at least a couple times a year. Mainly due to the changing of the seasons. They can only handle so much temperature change before they start to cause serious errors. Thus your problem begins. Now keep in mind, that most newby service techs for most cable companies are clueless about anything to do with mainline issues. They are only trained to diagnose problems inside your house, and depending on their training(which usually isn't much) they probably won't even know any of this. Also, in most areas, the service techs are scared to put in a "Line Problem" because if they have missed any problems inside your house that could be causing the problem, then they are given a hard time by the system techs (who will find it). So, you should definitely insist that a line problem be put in. Also, talk with any of your neighbors and see if they are having the same issues at the same time. This will help you in your request for a line problem.

Hope this helps

Justin

Another guy posted on networking today had the same problem and this seems to be the suspect to this issue. Something to do with amplifiers on the lines being faulty and causing these errors. So giving your ISP a call and asking a tech to check the lines amplifiers with changes in temperature in mind causing issues would be a good idea. If this is the problem then you won't notice the issue till the ambient temperature outside hits what it needs to to cause the errors in the amplifiers. I'm guessing your ISP may decide to come to your house on the really good day when they know these issues won't crop up:D and decide to have a busy day on a rainy to hot day when the changes will be adverse.

Summary try to get the technician to put "a line problem" and chances are when they find the faulty amplifiers your issues will be alleviated. Ps have never had cable internet and after finding this out today i shall give it a wide berth.
 
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cakesmithinc

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Changing the lease time did not improve anything. I think I will ask the neighbors to see if they are experiencing the same problems, to check the 'line problem' theory. Thanks guys.
 
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