Issues with a Arris DG860 modem

[NoHeart]

hey guys i rent out a modem from my current internet provider, i was originally on a 50mb internet plan with them never had any issues with packet loss like i do now, went on a trip to colorado while i was gone they had upgraded everyones internet to their 100mb internet speed plan for free.. yay free right... now on the 50b plan never had any issue like i said before... now im constantly dealing with packet loss like crazy, the first couple of times doing a hard reset on the modem worked and fixed it for awhile now hard reset or unplugging the cables fixes it for like 10 mins then goes back to being 15-50% packet loss the only thing i can think of is the modem not being capable of handling the new speeds since it was given to me before the upgrade. i dont think its the cable line since there was never an issue before and it does not run on a splitter. being an avid gamer this is straight up annoying and hoping someone might have an idea as to whats going on, and dont suggest talking to their support... a 10 year old has more knowledge than those guys ever will with this company. ( ive called them like 17 times) like to there thoughts or help on this and if it is the modem what would be a better one to upgrade to for gaming for a decent price since im not all that knowledgable about modems.. i hardlline direct into the modem.

 

[BuddhaSkoota]

hey guys i rent out a modem from my current internet provider, i was originally on a 50mb internet plan with them never had any issues with packet loss like i do now, went on a trip to colorado while i was gone they had upgraded everyones internet to their 100mb internet speed plan for free.. yay free right... now on the 50b plan never had any issue like i said before... now im constantly dealing with packet loss like crazy, the first couple of times doing a hard reset on the modem worked and fixed it for awhile now hard reset or unplugging the cables fixes it for like 10 mins then goes back to being 15-50% packet loss the only thing i can think of is the modem not being capable of handling the new speeds since it was given to me before the upgrade. i dont think its the cable line since there was never an issue before and it does not run on a splitter. being an avid gamer this is straight up annoying and hoping someone might have an idea as to whats going on, and dont suggest talking to their support... a 10 year old has more knowledge than those guys ever will with this company. ( ive called them like 17 times) like to there thoughts or help on this and if it is the modem what would be a better one to upgrade to for gaming for a decent price since im not all that knowledgable about modems.. i hardlline direct into the modem.

You should be able to log in to the Arris and find the modem signal levels. This may give you an indication of possible problems with the incoming line or modem. Post the results here if you need help in interpreting the results.

While phone support can be frustrating, you need to insist on a visit by a technician to properly troubleshoot an actual modem problem. There shouldn't be a charge for them to come out and troubleshoot and replace the gateway if necessary.

You should provide the name of your ISP if you need help in replacing the modem yourself, since it's best to replace it with ISP approved devices.