Cable modem drops over and over

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bigdan8

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Aug 3, 2018
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A rough storm came through my area about a week ago and ever since then, my modem has constantly disconnected every few hours or so and tries to reconnect when it resets itself but it takes a manual power cycle of the modem to get it to come back. It doesn't drop during the night or at least hasn't yet but it's been dropping during the day starting around 1 PM. Some days it'll disconnect as much as 5+ times, each needing a manual reset because the modem never comes back online completely. It'll get stuck at the last phase with the Online light blinking. Once it's power cycled/reset, it'll sync back. Yesterday it didn't disconnect for 18 hours and has dropped twice today. My levels in the modem are perfectly fine and ideal. My ISP tech came out to my house and said he couldn't find any issues outside and deemed the problem being a bad modem so it was replaced. It's still been dropping even with a replaced modem so that wasn't the issue. I've contacted my ISP several times and they can't seem to figure out what it is.

Any help would be appreciated.

Thank You.
 
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anotherdrew

anotherdrew

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Dec 27, 2017
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Is it worse on hot days? Between you and cable company there is a lot more than just wire. Amplifiers, optical to electrical converters, power supplies to run them all. I'm guessing some of the outside equipment on some pole somewhere was effected by the storm. Unfortunately it's not dead, just being fritzy and maybe even overheating. I'm gonna guess it's not just you having issues and I hope they find problem soon (if a tech is in the area ask em if you they have seen a bunch of cases recently) but until then you might be at their mercy.
 
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bigdan8

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Aug 3, 2018
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It was hot today and it's went out about 4 times today so it's definitely worse on hot days. It's like the techs have no idea what they're talking about. The guy must've lied to me or didn't actually check when he said everything looked fine outside.
 
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anotherdrew

anotherdrew

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Dec 27, 2017
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No no ... your tech didn't lie. I was with the phone company for a long time and we had outside equipment that would fail if got wet (rain). So a storm would come in the evening. The phones would die. A tech was routed in the morning and by then everything the equipment had dried and everything was fine again. Rinse and repeat. When the tech checked your line, everything was fine. He has to be there for those 2-3 minutes when it dies. Otherwise he has to check every piece of equipment on the line and his boss is not going to pay for that kind of overtime. That's why I say you are at their mercy. What I hope is it dies for good soon and then they will replace the faulty equipment and you will living large once again. The alternative is they can find a pattern from numerous trouble reports and that points them toward something.
 
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smorizio

smorizio

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Jan 22, 2010
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start withing you home. make sure the cable modem splitter is new on the cable split for the whole home. unplug all your cable boxes see if one of them got zapped and may be backfeeding. on the cable modem change dns server to google dns see if it your isp server or some other peice of hardware.
 
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bigdan8

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Aug 3, 2018
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I've checked all the wiring inside and everything appears to be fine. It just disconnected again about 30 minutes ago and as always, needed to be manually reset. Several other people around my area are complaining about the same thing. This is unacceptable. It had been on for 20 hours without one drop. When it drops and I reset to get it back online, I notice quite a few lag spikes.
 
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bill001g

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Aug 9, 2012
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You are correct they are fine. make sure you look at the numbers when you are having issues. The upstream power of 51 is ok 54 is the max recommended for docsis2. If you had docsis 3.1 51 is a bad number.

Many routers also have some kind of event log maybe there is a interesting message in there. Many times the ISP will get copies of these messages so they should also know when there is a problem. There are many that you get from time to time but the ones that cause it to restart tend to be obvious. I know if you sync messages too often that is a bad one.

Still these messages are really for the ISP there is nothing you can do on your end to fix anything.
 
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bigdan8

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Aug 3, 2018
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So what would you recommend I do? I was on a live chat with my ISP and they claimed they couldn't get a technician back out here until 10/09. That is completely ridiculous and unacceptable. I'm not going to put up with it repeatedly going out when I pay as much as I do for it each month.
 
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bill001g

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Aug 9, 2012
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If they had not already replaced the cable modem that is what I would try next. It almost has to be some equipment in the path to the ISP. Cable issue generally cause signal strength issues.

These are the worst problems when you have to get lucky and they fail while the guy is looking at it.
 
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bigdan8

Commendable
Aug 3, 2018
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Modem was replaced with the technician came here a few days ago. Didn't fix it whatsoever. It also just dropped at 1:00 AM in the morning. It hasn't been going out at night but it just did...
 
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anotherdrew

anotherdrew

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Dec 27, 2017
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Back when I was with the phone company, we a couple people who's sole job was to identify patterns of trouble. You could call the ISP, ask to speak to a supervisor, and ask that supervisor if they have an outage group and if they could look at your area. Having techs come to your house is not going to fix anything. Maybe the fact this happened at night is a sign that what ever is causing the trouble is getting ready to die for good. Fingers crossed.
 
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bigdan8

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Aug 3, 2018
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Was scheduled to have a "technician" show up from 1-5 PM. It's basically 9 freaking o'clock and I've called them three times. Second time I was told the window was extended to 6:35 PM. I waited and waited until about 8:20 to call again and the agent said she didn't have any updates and offered to reschedule. The internet dropped again at 1:30 today and I've left it off the whole day without resetting in hopes the tech could pin point what the problem is when he got here.

He didn't show up. Nor has the problem that has been happening for 2 weeks been fixed whatsoever. This is absolutely unacceptable and I'm getting extremely pissed off at this pathetic excuse for an ISP.
 
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