If You Can Solve My Network Issue You Are Houdini. Please Help.

Oct 30, 2018
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Brief story for details. I have been having reoccuring disconnecting spikes that happen for about 5-15 seconds very brief, but enough to interrupt and influence any competitive gaming, or limit me from streaming. I will give you a brief list of things I have tried and if you have any suggestions please please tell me. I am at wits end here to fix this problem.

I have called my ISP out here 3 times in the last 3 months. About one time a month. The first time they came he tested the modem no issues, and he went outside and did something on the poles. The issue persisted.The second time they came out they did the same thing. Went up in the attic, and go onto his lift outside to adjust/change wires. The 3rd time they came I demanded a new modem just for the peace of mind. The issue is still persisting and I am now turning to you.

I am on a ethernet connection. I am about 20-30 feet from my modem. I have updated drivers/ updated firmware on modem. There are 2 people me/dad directly connected to the modem. He does not play his computer enough whatsoever to notice these issues as it is EXTREMELY random, but will 100% happen more than 6-10 times in a 3-4 day periods, so it is enough to cause a significant disruption if you are spending hours at a time. There is a nighthawk netgear router connected to the modem with some mobile devices attached to the router.

I have tried changing to different ports on the router/modem with my ethernet cable, but it does not matter which the problem still occurs. I have turned off the wireless capabilities in the modem for peace of mind.

Any ping test 8.8.8.8/or modem pings come out perfectly fine.

Let me give one more example. You are playing lets say black ops 4 online. You decide to do 3-4 matches. In atleast 1 of those matches this problem will persist. It may not happen as soon as you get on, but 2-3 hours into your session randomly it occurs. It seems to do it a couple times frequently then vanish again for awhile.

When it does this disconnect i D/C from whatever game server I am on. Battle.Net/Riot/ it does not matter. When trying to open a webpage the same time this D/C happens it says DNS not found, then it says no internet connection. My ping on discord spikes into the thousands, but I still hear people talking.

Arris Modem arris DG3270 --- I stand by its not a modem issue as I just got this modem yesterday after complaining for a new one.
ISP - Ritter Communications



I hope this detailed enough to where we can start somewhere and figure this out together.

Edit 1 :
Ok, so I haven't set the static IP yet and instead just turned off the DHCP on the router entirely. No one is connected to it. Only using modem atm. It went okay for 3-4 days pretty much since I lasted posted on here.

I was actually just playing a game and the 10-15second disconnect starting happening again today. I was able to ping 8.8.8.8 during one of the disconnects. Normally i am stable at 34-39. This picture here taken minutes ago reflects how the disconnect feels in game as well. It is very short, but enough to kick you out of any match/disconnect you for 10-15 seconds and that is just unacceptable. I posted here earlier i've called my ISP out here 3 times and this is a brand new modem.

I would switch out my ethernet, but this clearly isn't a cord problem. As it would happen a lot more frequently and I wouldn't be dealing with 2-3 days of perfect internet and then random 10-15 second disconnects. It literally makes 0 sense why this is happening to me. I am wits end figuring this bull shit out man.

https://gyazo.com/8516e755b69c037b26282cde2b578b54


 

dvo

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Jan 16, 2008
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have you tried a different ethernet cable? 20 - 30 feet from the modem obviously requires a longer than the normal 6 foot length. i had a similar issue for a number of weeks and it turned out to be a shoddy 50 foot cable causing it.
 
Oct 30, 2018
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I think that needs to be my next step I am gonna do this for the mean time. While testing i'd love for more suggestions.
 

derekullo

Distinguished
OOO just noticed something in what you said.

You said you had an arris DG3270 modem/router combo and a nighthawk netgear router attached to that modem.

Make sure you have DHCP turned off on the Nighthawk netgear router, put it in bridge or switch mode or something like that.

You never want 2 DHCP enabled routers on the same subnet or to be more precise for the same range of IP addresses.


I would check this first before you start laying new cable.

 
Oct 30, 2018
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OOO just noticed something in what you said.

You said you had an arris DG3270 modem/router combo and a nighthawk netgear router attached to that modem.

Make sure you have DHCP turned off on the Nighthawk netgear router, put it in bridge or switch mode or something like that.

You never want 2 DHCP enabled routers on the same subnet or to be more precise for the same range of IP addresses.


I would check this first before you start laying new cable.

------- Hey just replying to you.

I turned off the DHCP in my nighthawk router and my family lost connection wirelessly with it. I assume i need to put a static ip adress there. Does it matter what static ip address i use and will they be able to connect as normal? Wondering because the router has a lot more wireless range than the modem.

Per your advice i did disable the DHCP. I am currently testing it, but would like clarification on the wireless issue i asked above.
 

derekullo

Distinguished


You need to assign the netgear (slave) router a static IP that is outside the DHCP range of the main DG3270 router.

For instance at my house my main router is set to use the 192.168.20 to 192.168.200 as its DHCP IP range.

My access point, another router set to access point mode, (see picture) has a static IP of 192.168.0.2 that I set
https://kb.netgear.com/000048466/How-to-set-your-Nighthawk-router-to-Router-mode

This mean that there will never be any confusion with the main router because it starts handing out IP address to other devices at 192.168.0.20.

I use 192.168.0.1 - 192.168.0.19 for IPs that i don't want to change, like Wireless Printers and routers/access points.


You can have both wireless networks up at the same time if you like.

But if the Netgear's range is large enough for the whole house I would take down the DG3270's wifi.

 
Oct 30, 2018
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@derekullo

Ok, so I should assign the netgear a static IP that is outside the DHCP range of my modem. I should turn the wireless off the modem to reduce interference if the router has more range. Once i set the static IP range of the netgear router will I need to assign an IP address to every mobile device in the house, or will they automatically be able to connect?

Thanks again for the swift replies.
 

derekullo

Distinguished


The static range is there only for devices that I don't want the IP to change, like the wireless printer.

If the printer's IP changed then some computers may not be able to print due to not knowing where the printer is.

The following example may work for your network;

Arris as 192.168.0.1 With Wifi off and DHCP on with a DHCP scope of 192.168.0.4 to 192.168.0.100
Nighthawk as 192.168.0.2 with Wifi On and DHCP off
192.168.0.3 could be your printer or any other device you want to add later that requires a static IP.

You never technically set a "static IP range".

Your "static IP range" is simply all the IP addresses you want to use that are not being given out by your router with DHCP.

Individual devices can have a static IP reservation setup.

For instance my printer has a reservation of 192.168.0.15 set on my main router that has DHCP enabled.
The printer is set to automatically pull from the router's DHCP.
The router says ok here is 192.168.0.15 that I have programmed for you to be.
And 192.168.0.15 is what the printer gets every time, even if i reboot the printer

Using the above example you also have a usable "static IP range" of 192.168.0.101 to 192.168.0.253(it may be lower than 253 for technical reasons, but its somewhere in the 250s)

Once the WIFI is setup on the Netgear and it is able to connect to the Arris which has DHCP turned on it should automatically start giving out addresses

 
Oct 30, 2018
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Ok, so I haven't set the static IP yet and instead just turned off the DHCP on the router entirely. No one is connected to it. It went okay for 3-4 days pretty much since I lasted posted on here.

I was actually just playing a game and the 10-15second disconnect starting happening again today. I was able to ping 8.8.8.8 during one of the disconnects. Normally i am stable at 34-39. This picture here taken minutes ago reflects how the disconnect feels in game as well. It is very short, but enough to kick you out of any match/disconnect you for 10-15 seconds and that is just unacceptable. I posted here earlier i've called my ISP out here 3 times and this is a brand new modem.

I would switch out my ethernet, but this clearly isn't a cord problem. As it would happen a lot more frequently and I wouldn't be dealing with 2-3 days of perfect internet and then random 10-15 second disconnects. It literally makes 0 sense why this is happening to me. I am wits end figuring this bull shit out man.

https://gyazo.com/8516e755b69c037b26282cde2b578b54
 

derekullo

Distinguished
Instead of pinging 8.8.8.8 try pinging your main router, 192.168.0.1.

If the connection drops then we know the issue is with the router or something between the computer and your router.

If the connection doesn't drop then we can start investigating the new modem or somewhere down the chain on your ISP's side.
 

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