New apartment, internet fades in and out every 4-5 minutes (ethernet and WiFi)

[Toy_Reid]

I just moved into a new place today and it came with a modem/router already installed and Comcast's (ugh) starter plan which has 25Mb/s download. The modem was wired into the router, which then had four ethernet connections already plugged in that go to a wall socket in each tenant's room.

I wanted to get WiFi set up but I had no way of accessing the router page to change the username/password (as someone seems to previously have changed the router's login information from the default). So I dug my old router out of my stuff and plugged it in, replacing all the ethernet cables etc./etc. I know that router works fine as I just used it about 2 months ago.

Here's where my issue arises. The internet connection "turns on and off" every five-ish minutes. There doesn't seem to be a pattern. It will be on and working at the intended 25Mb/s for a couple minutes, then completely stop working for another few minutes. I called Comcast and upgraded our plan to 75Mb/s hoping that the problem was caused by everyone at the apartment using the internet and a better plan might give us better priority, but that didn't fix anything.

I do now have to get a new modem though as our current one is a DOCSIS 2.0 and I want to get the 75Mb/s I'm paying for. Do you think the problem is with the current modem? I ordered an ARRIS SURFboard SB6141: https://www.amazon.com/gp/product/B00AJHDZSI/ref=oh_aui_detailpage_o00_s00?ie=UTF8&psc=1 and hope that that potentially fixes the problem, but besides that I've tried everything I can think of. I've probably re-cycled the modem/router ten times now. Management isn't helpful at all either, they've just said to call Comcast who I've called twice--they haven't really told me anything I didn't already know.

I pinged Google for a bit to get a visual as to what it actually looked like. It looks like the connection isn't constantly lost; it switches back on for a couple seconds every little bit. Here's what came out of it, this was probably over the course of five minutes (the ellipses imply that replies were received constantly for about five minutes before/after this excerpt):

...
Reply from 74.125.21.147: bytes=32 time=24ms TTL=45
Reply from 74.125.21.147: bytes=32 time=23ms TTL=45
Reply from 74.125.21.147: bytes=32 time=113ms TTL=45
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Reply from 74.125.21.147: bytes=32 time=22ms TTL=45
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Reply from 74.125.21.147: bytes=32 time=24ms TTL=45
Reply from 74.125.21.147: bytes=32 time=33ms TTL=45
Request timed out.
Request timed out.
Request timed out.
Reply from 74.125.21.147: bytes=32 time=670ms TTL=45
Reply from 74.125.21.147: bytes=32 time=30ms TTL=45
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Reply from 74.125.21.147: bytes=32 time=33ms TTL=45
Reply from 74.125.21.147: bytes=32 time=142ms TTL=45
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Reply from 74.125.21.147: bytes=32 time=23ms TTL=45
Reply from 74.125.21.147: bytes=32 time=27ms TTL=45
Reply from 74.125.21.147: bytes=32 time=24ms TTL=45
...

Any help is greatly appreciated. I can deal with slow internet but it's practically impossible to use if it only works 25 minutes out of an hour.

 

[ingtar33]

why haven't you called comcast and complained about the quality of service yet? looks like a comcast problem to me.

 

[Toy_Reid]

why haven't you called comcast and complained about the quality of service yet? looks like a comcast problem to me.

I did call. The person on the phone was the one that told me to upgrade my modem. I'll be receiving it tomorrow but I was wondering if, in the mean time, anybody else had any other suggestions in case the modem doesn't turn out to be the problem.

 

[Kurz]

Just to be sure you have a computer to hook up straight up to the modem and do the same test? It could be the router causing you issues.

 

[Toy_Reid]

Just to be sure you have a computer to hook up straight up to the modem and do the same test? It could be the router causing you issues.

I haven't done that yet (surprisingly), I'll do that right now and wait and see if it cuts out.

 

[pcgaming98]

When the internet goes out, what does the lighting on the modem show? If the lights go from being solid to blinking, it's constantly resetting.

Make sure the coaxial cable is seated correctly: tight and secure. Also make sure it's not old and rusty, as you may n~d a new one (ISP's wouldn't dare give you old coaxial cables but you never know with Comcast)

If these things seem to be in order, the signal to noise ratio could be askew, which calls for a technician to fix the underground cabling. Don't let them sell you another modem. They know Damn well it's on their end.

 

[Toy_Reid]

Just to be sure you have a computer to hook up straight up to the modem and do the same test? It could be the router causing you issues.

Yep, it cut back out after a couple minutes. The test gave me a different message this time during the disconnect though:

Reply from 74.125.138.99: bytes=32 time=23ms TTL=46
Reply from 74.125.138.99: bytes=32 time=22ms TTL=46
Request timed out.
Request timed out.
Request timed out.
Reply from 50.147.18.15: Destination host unreachable.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Reply from 50.147.18.15: Destination host unreachable.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Reply from 74.125.138.99: bytes=32 time=23ms TTL=46

And then it started working again.

Any idea what that "Destination host unreachable" means? Or if it's even significant.

 

[Toy_Reid]

When the internet goes out, what does the lighting on the modem show? If the lights go from being solid to blinking, it's constantly resetting.

Make sure the coaxial cable is seated correctly: tight and secure. Also make sure it's not old and rusty, as you may n~d a new one (ISP's wouldn't dare give you old coaxial cables but you never know with Comcast)

If these things seem to be in order, the signal to noise ratio could be askew, which calls for a technician to fix the underground cabling. Don't let them sell you another modem. They know Damn well it's on their end.

The lights on the modem are solid whenever it cuts out, unless they blink as soon as I look away.
My signal to noise ratio is 38 dB. That's about where it should be, right?

 

[Kurz]

See if the new modem fixes the issue, if not its Comcasts fault.

BTW DO the Modem update on your own if possible, use your mobile phone.
They always mess up when changing modems for me.

 

[Toy_Reid]

See if the new modem fixes the issue, if not its Comcasts fault.

BTW DO the Modem update on your own if possible, use your mobile phone.
They always mess up when changing modems for me.

Yeah, I'm going to attempt to do it on my own. I'll definitely keep the thread updated. I was just hoping someone else may have been in this situation and had a definitive solution to offer.

 

[pcgaming98]

When the internet goes out, what does the lighting on the modem show? If the lights go from being solid to blinking, it's constantly resetting.

Make sure the coaxial cable is seated correctly: tight and secure. Also make sure it's not old and rusty, as you may n~d a new one (ISP's wouldn't dare give you old coaxial cables but you never know with Comcast)

If these things seem to be in order, the signal to noise ratio could be askew, which calls for a technician to fix the underground cabling. Don't let them sell you another modem. They know Damn well it's on their end.

The lights on the modem are solid whenever it cuts out, unless they blink as soon as I look away.
My signal to noise ratio is 38 dB. That's about where it should be, right?

Yes that's good. Anything above 30 is good.

Destination Host Unreachable means exactly as it says. The packets could not reach the intended target. This could range from any reasons from the destination host outright rejecting the packets to your modem not allowing them to be sent.

If an internet speed upgrade (and you said you received a new DOCSIS 2.0 modem as well, correct) does not fix the problem, I think you should speak about having a technician check out the cabling. Beforehand, be sure to ask them if it would cost you. I've been hit with sneaky fees from Comcast technicians before.

 

[Toy_Reid]

When the internet goes out, what does the lighting on the modem show? If the lights go from being solid to blinking, it's constantly resetting.

Make sure the coaxial cable is seated correctly: tight and secure. Also make sure it's not old and rusty, as you may n~d a new one (ISP's wouldn't dare give you old coaxial cables but you never know with Comcast)

If these things seem to be in order, the signal to noise ratio could be askew, which calls for a technician to fix the underground cabling. Don't let them sell you another modem. They know Damn well it's on their end.

The lights on the modem are solid whenever it cuts out, unless they blink as soon as I look away.
My signal to noise ratio is 38 dB. That's about where it should be, right?

Yes that's good. Anything above 30 is good.

Destination Host Unreachable means exactly as it says. The packets could not reach the intended target. This could range from any reasons from the destination host outright rejecting the packets to your modem not allowing them to be sent.

If an internet speed upgrade (and you said you received a new DOCSIS 2.0 modem as well, correct) does not fix the problem, I think you should speak about having a technician check out the cabling. Beforehand, be sure to ask them if it would cost you. I've been hit with sneaky fees from Comcast technicians before.

Yeah, I got the Surfboard 6141 which is a DOCSIS 3.0 actually. I'm hoping that'll fix the issue, and if not I'll definitely call to get someone out here.

 

[Toy_Reid]

When the internet goes out, what does the lighting on the modem show? If the lights go from being solid to blinking, it's constantly resetting.

Make sure the coaxial cable is seated correctly: tight and secure. Also make sure it's not old and rusty, as you may n~d a new one (ISP's wouldn't dare give you old coaxial cables but you never know with Comcast)

If these things seem to be in order, the signal to noise ratio could be askew, which calls for a technician to fix the underground cabling. Don't let them sell you another modem. They know Damn well it's on their end.

The lights on the modem are solid whenever it cuts out, unless they blink as soon as I look away.
My signal to noise ratio is 38 dB. That's about where it should be, right?

Yes that's good. Anything above 30 is good.

Destination Host Unreachable means exactly as it says. The packets could not reach the intended target. This could range from any reasons from the destination host outright rejecting the packets to your modem not allowing them to be sent.

If an internet speed upgrade (and you said you received a new DOCSIS 2.0 modem as well, correct) does not fix the problem, I think you should speak about having a technician check out the cabling. Beforehand, be sure to ask them if it would cost you. I've been hit with sneaky fees from Comcast technicians before.

It just went back out again, this time for longer than usual. The modem's lights did turn off and reset this time around. Although they were solid for 70% of the time the internet was down. What does that signify?

 

[bill001g]

Run a tracert to the ip you are pinging .

What you want to see is where 50.147.18.15 is. What this generally means is you can talk perfectly fine to 50.147.18.15 but it has lost its route beyond this point. Most times this is a issue with routing in the ISP network. Now if that happens to be your modem/router external IP then the message is coming from your modem.

A better ip to ping is going to be hop 2 in the tracert. This is the ISP first router in the path. It represents the connection between you and the ISP. If this one is fine then the problem is likely fully within the ISP network...it could be between ISP.

 

[Toy_Reid]

Run a tracert to the ip you are pinging .

What you want to see is where 50.147.18.15 is. What this generally means is you can talk perfectly fine to 50.147.18.15 but it has lost its route beyond this point. Most times this is a issue with routing in the ISP network. Now if that happens to be your modem/router external IP then the message is coming from your modem.

A better ip to ping is going to be hop 2 in the tracert. This is the ISP first router in the path. It represents the connection between you and the ISP. If this one is fine then the problem is likely fully within the ISP network...it could be between ISP.

Here's what the tracert gave me:

Tracing route to www.google.com [74.125.21.103]
over a maximum of 30 hops:

1 9 ms * 6 ms 96.120.108.61
2 8 ms 7 ms 9 ms xe-0-1-2-sur01.south.tn.knox.comcast.net [69.139.213.241]
3 10 ms 9 ms 8 ms xe-7-1-6-0-ar02.bluelight.tn.knox.comcast.net [68.86.136.22]
4 16 ms 30 ms 23 ms et-10-1-1-0-ar02.goodslettvll.tn.nash.comcast.net [162.151.94.185]
5 25 ms 22 ms 23 ms be-22909-cr02.56marietta.ga.ibone.comcast.net [68.86.91.245]
6 24 ms 23 ms 22 ms hu-0-12-0-1-pe04.56marietta.ga.ibone.comcast.net [68.86.88.182]
7 23 ms 21 ms 23 ms as174.ashburn.va.ibone.comcast.net [66.208.229.138]
8 22 ms 22 ms 24 ms 216.239.51.47
9 23 ms 22 ms 22 ms 64.233.175.32
10 23 ms 22 ms 22 ms 209.85.142.71
11 * * * Request timed out.
12 22 ms 25 ms 23 ms yv-in-f103.1e100.net [74.125.21.103]

I'm not seeing 50.147.18.15 anywhere in there?

 

[bill001g]

That is really strange but the ip is registered to comcast. Sometimes equipment has multiple IP and it will use differnet ones to send error messages...make things even harder to troubleshoot.

That trace looks strange. Normally you see a private ip in hop1. This almost looks like you have a pc directly connected to the modem.

I would run your ping to 96.120.108.61. You could also try 69.139.213.214. Your goal is to find the hop where the problem starts.

The ISP will have a much harder job arguing with you that the ping loss is in their network when you are pinging a IP owned by them. Most times they will try to say it was the server you were pinging if it is not theirs.

 

[Toy_Reid]

That is really strange but the ip is registered to comcast. Sometimes equipment has multiple IP and it will use differnet ones to send error messages...make things even harder to troubleshoot.

That trace looks strange. Normally you see a private ip in hop1. This almost looks like you have a pc directly connected to the modem.

I would run your ping to 96.120.108.61. You could also try 69.139.213.214. Your goal is to find the hop where the problem starts.

The ISP will have a much harder job arguing with you that the ping loss is in their network when you are pinging a IP owned by them. Most times they will try to say it was the server you were pinging if it is not theirs.

Ah well that would be the problem, I am plugged directly into the modem currently as that seems to be a somewhat stabler connection than my router. I won't be home for the rest of the night so I'll see how/if the modem helps tomorrow and update the thread then.

 

[rgd1101]

read the manual on the modem, it should have a diagnostics page
mine is at http://192.168.100.1

I had issue with comcast when my
Received Signal Strength: is greater than +/- 10

 

[Toy_Reid]

read the manual on the modem, it should have a diagnostics page
mine is at http://192.168.100.1

I had issue with comcast when my
Received Signal Strength: is greater than +/- 10

I'm not home right now but I've checked that and I remember it being around 1 so I'm not sure that that's the issue.

 

[Toy_Reid]

I just got the new modem all hooked up and everything is working perfectly fine now. Happy it was such a simple solution!