[SOLVED] Internet connections drops for a few seconds then comes back on its own

[qqwik]

Hello, for a few months now a few times a day, at random times, my internet cuts off and then after 10-20 seconds comes back on its own.

I am using a desktop computer with ethernet cable that's connected to a router. Some phones and laptops use the same router for wifi sometimes.

I called my internet provider many times and specialists came over, but with no results cause during their stay there werent any connection problems.

But from their advice I've done some things already:

1. Replaced router to a brand new one (TP-Link Archer C20. latest firmware)
2. During drops ran pings on 3 different "places"to figure out on which step the problem occurs - google servers, my provider servers, my router.
3. Replaced the ethernet cable, as from previous step I've found that "request timed out" message occurs even when pinging my router.
4. Preventing Windows from turning off the adapter to save power. (was already checked in settings anyway)
5. Specialist already checked router event logs and said there were no problems.

However, even after replacing the cable the problem still persists.

After the latest drop I checked Event Viewer and the only thing around this time was this warning message: <Name resolution for the name ws01.exitlag.com timed out after none of the configured DNS servers responded.>

Additionaly, perhaps the timing will help figure this out. Typically everything is good for the whole day and then during one or two hours i'll get these connection drops pretty close to each other. Still, it happens during random times of day.

I'd appreciate any help figuring this out.

 

[bill001g]

You ping your router IP and you get packet loss ?

That is commonly a bad cable but you will almost always see some warning that the ethernet port went disconnected.

Note if you replaced the bad cable with a another bad/fake cable you may not have done much. A lot of people buy that flat cable which is cheaper because it has smaller wires and less copper metal. These cable do not meet the standards for ethernet cables and you get all kinds of strange issues.

The event viewer message you picked is interesting. It could be what it says and the DNS has issues. You want to hard code the DNS in your IPV4 settings to 1.1.1.1 or 8.8.8.8. Disable IPv6 while you are changing stuff. The default DNS config is to use your router as a proxy dns server to the ISP dns server. Both those tend to have more problems than cloudflare or google dns.

What makes that message more interesting is that it talks about exitlag. Exitlag is a vpn for gamers. I would try to uninstall it. VPN can cause strange issues if the service is having a problem.

 

[qqwik]

You ping your router IP and you get packet loss ?

That is commonly a bad cable but you will almost always see some warning that the ethernet port went disconnected.

Note if you replaced the bad cable with a another bad/fake cable you may not have done much. A lot of people buy that flat cable which is cheaper because it has smaller wires and less copper metal. These cable do not meet the standards for ethernet cables and you get all kinds of strange issues.

The event viewer message you picked is interesting. It could be what it says and the DNS has issues. You want to hard code the DNS in your IPV4 settings to 1.1.1.1 or 8.8.8.8. Disable IPv6 while you are changing stuff. The default DNS config is to use your router as a proxy dns server to the ISP dns server. Both those tend to have more problems than cloudflare or google dns.

What makes that message more interesting is that it talks about exitlag. Exitlag is a vpn for gamers. I would try to uninstall it. VPN can cause strange issues if the service is having a problem.

Thank you so much for replying!

I doubt its cable, cause both of them are ones sold by my internet provider on their site, I wouldnt expect them to sell me something faulty.

Exitlag and DNS never crossed my mind, because I get a full "no internet connection" error and I never thought it could be the reason, but it makes sense!

I'll try to see if removing exitlag does anything, then DNS thing and then if it's still bad, I'll try to change the cable again. Hope it doesnt come to that.

Testing all that stuff should, unfortunately, take me a few days, as drops happen during random times and are hard to catch, I'll make sure to reply again when I'm done!
Thanks again!

 

[bill001g]

Look at the cables you do not have to change it again. Quality cable tends to have markings show it meets the standards. You many times will see the letters EIA/TIA which is one of the certifications cables have. Most will have something like 23 AWG which is the wire size. Some might have the letters CU showing the cables is copper.
The one you don't want to find it CCA which is copper clad aluminum which is not a valid metal to use for ethernet.

If your cables have these marking they are likely ok. If they have no markings they might be ok and the vendor just didn't want to pay extra to mark them. The huge problem has been the cost of copper metal has more than doubled and this was before the current inflation issues.
This is why you have seen those flat cables that have very thin wires and since they have less metal they tend to be cheaper and lots of uneducated people buy them not knowing they are not actually certified to be used as ethernet cables.

 

[qqwik]

Look at the cables you do not have to change it again. Quality cable tends to have markings show it meets the standards. You many times will see the letters EIA/TIA which is one of the certifications cables have. Most will have something like 23 AWG which is the wire size. Some might have the letters CU showing the cables is copper.
The one you don't want to find it CCA which is copper clad aluminum which is not a valid metal to use for ethernet.

If your cables have these marking they are likely ok. If they have no markings they might be ok and the vendor just didn't want to pay extra to mark them. The huge problem has been the cost of copper metal has more than doubled and this was before the current inflation issues.
This is why you have seen those flat cables that have very thin wires and since they have less metal they tend to be cheaper and lots of uneducated people buy them not knowing they are not actually certified to be used as ethernet cables.

The cable isnt flat and I see on it text "TWT TWT-5EUTP UTP 4PR 24AWG BC CAT. 5E 75C CM ETL VERIFIED TO TIA-568-C. 2 201116 217M" repeating which I dont understand, but it has 24AWG and TIA that you mention.
Today without Exitlag I didn't experience any drops, so it might have been the issue, tho it is very useful for me for online gaming but oh well. Have to monitor it a bit longer.

 

[bill001g]

Those cables are good. BC means bare copper. I think 201116 is a date and 217m you will see that number change it is used by installers to know how meters of cable is left in the box.

 

[qqwik]

Those cables are good. BC means bare copper. I think 201116 is a date and 217m you will see that number change it is used by installers to know how meters of cable is left in the box.

Hello again! After a week I can confirm that both removing Exitlag and changing DNS settings didnt work. Perhaps only made it less frequent I'd say?
And since the cable is okay, I don't know what else to do.
Could you help, please?

 

[bill001g]

This is going to be hard if the problem is intermittent.

You are at the point it is either going to be hardware, ie the motherboard, or it is some garbage in windows or some software on the machine.

The common next step it so boot a linux USB image. Problem is if the problem does not happen often or at least say in a hour or so you won't be able to run linux long enough. I guess it depends on if what you are doing can run on linux, many application like games won't.

So first be very sure that problem is in the computer. If you get ping loss to the router ip it likely is. You could also test with another device to ensure it does not get loss.
After this you have 3 things to pretty much blindly try. You could reinstall windows but I tend to put that last on my list. You could buy another ethernet cable just in case you got unlucky. You could spend about $15-$20 and try a new ethernet interface. PCIE are better if you have a internal slot. Be sure to get USB3 if you use a USB based device.

 

[qqwik]

This is going to be hard if the problem is intermittent.

You are at the point it is either going to be hardware, ie the motherboard, or it is some garbage in windows or some software on the machine.

The common next step it so boot a linux USB image. Problem is if the problem does not happen often or at least say in a hour or so you won't be able to run linux long enough. I guess it depends on if what you are doing can run on linux, many application like games won't.

So first be very sure that problem is in the computer. If you get ping loss to the router ip it likely is. You could also test with another device to ensure it does not get loss.
After this you have 3 things to pretty much blindly try. You could reinstall windows but I tend to put that last on my list. You could buy another ethernet cable just in case you got unlucky. You could spend about $15-$20 and try a new ethernet interface. PCIE are better if you have a internal slot. Be sure to get USB3 if you use a USB based device.

I'd like to add that now that I think about it, I got a new pc a few months ago, and from the start the problem was present.
So it seems like Windows or motherboard problem?

I downloaded Realtek Ethernet Diagnostic Utility, it has 4 tests. I did them multiple times with the same results.
1) Register - passed
2) MAC loopback - passed
3) PHY loopback - failed
4) FIFO - failed

I guess now I'll try buying new ethernet interface, since its not that expensive. I hope if motherboard is the problem I can do something about it with warranty.

 

[qqwik]

Finishing this thread now I guess. Bought an external usb ethernet adapter - works without any problems.
As I've reinstalled drivers many times for internal one, I can only conclude that the problem is with the motherboard or adapter itself. Which sucks.
Thanks for the help bill001g