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Two routers, two modems, internet still dropping

CubicZirconia

CubicZirconia

Diamond Member
UPDATE: I was able to solve my problem by manually assigning static IP addresses outside of the DHCP address range to my laptop and desktop. Thanks to all of those who made suggestions.


Three weeks ago my internet periodically started dropping. To get it to work again I had to unplug my router and modem, wait for them to reset, and then wait a few minutes for the connection to reset. This would get the internet working again. In the last week this problem became much worse, with the drops starting to happen ~10 times a day. Figuring it was a router issue, I replaced my Netgear WGR614v10 Router with a Netgear WNR35020U Router. Within an hour of replacing the router, the drops started again. The new router is known to work (I recently moved and it worked fine at my old location).

I have two hardwired devices (desktop and TV) and multiple wireless devices all accessing the internet. All devices lose connections when the internet drops. I tried replacing the cable that runs between the modem and router, as well as the cables that run between the router and hardwired devices. None of this fixed the problem. I also tried upgrading the router firmware- I have the latest firmware for both routers.

Not knowing what else to do, I tried replacing my old Motorola Surfboard SB6101U modem with a Motorola Surfboard 6141. The drops continue with both modems. What is further puzzling is that when I have a drop, if I unplug my router and plug the modem directly into my hardwired desktop, the internet appears to work fine. This would appear to eliminate the modem being the problem, but I didn't know what else to to.

I have cable internet. I contacted the cable company and they have told me everything appears fine on their end. Does anyone have any ideas? I would be happy to post specs, run diagnostics, or do whatever if it might help. I am at a loss as to what the problem might be, other than two routers spontaneously failing. Thanks for the help.

edit for clarification: My first router worked without issue for ~10 months until the drops started happening

cliffs: My cable internet drops even after replacing router and modem
 
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Raswan said:
Also quick thought--does it still happen if you run in Safe Mode with Networking?
Click to expand...

I forgot safe mode still existed. I can certainly try this, but given the internet drops on multiple devices simultaneously (Win7 desktop, lolApple laptop, TV, and phones), is this going to tell me much?
 
I've also tried running speedtest.net on my connection with both routers (when they are working) and when wired directly into the modem. In all cases I get ~35/5, which is what my ISP is providing.
 
Sounds to me like you have a bad splitter before the cable hits the cable modem or perhaps there is something out of spec with the signal coming in to the cable modem. Could you post what your signal readings are on your modem? It's in the signal section at 192.168.100.1 .
 
Signal readings as requested:

GLc5AYR.jpg
 
Hmmm well those ranges are within DOCSIS 3 specs so the levels look to be ok. I have seen levels fluctuate with a faulty splitter at times so I wouldn't completely rule it out. Do you have a splitter between the cable modem and the jack where the cable is coming in? If so what is it rated to?
 
nsafreak said:
Hmmm well those ranges are within DOCSIS 3 specs so the levels look to be ok. I have seen levels fluctuate with a faulty splitter at times so I wouldn't completely rule it out. Do you have a splitter between the cable modem and the jack where the cable is coming in? If so what is it rated to?
Click to expand...

Yes, I have a splitter. On the label is printed:

2 Way Splitter
5 - 900 Mhz
 
post a screen capture of the log from the cable modem firmware page

keep calling the cable company to complain and insist they send someone out pro bono

i had a similar issue a few years about and it turned out to be a tier 3-level equipment in the local area that would overheat and drop packets like mad for a few minutes before recovering.

it took me 8 calls in order for the boners at comcast to figure this out
 
billyb0b said:
post a screen capture of the log from the cable modem firmware page
Click to expand...

I'm not sure exactly what you mean by this. Is this what you are looking for (copied out of the logs page in the content filtering section of the router page)?
 
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CubicZirconia said:
Yes, I have a splitter. On the label is printed:

2 Way Splitter
5 - 900 Mhz
Click to expand...


Well like billyboby said it could be the tier 3 equipment in your area is having problems and I have heard of some areas that Comcast upgraded to DOCSIS 3 having the same thing happen. Fortunately for me my area was well prepared and the occasional drops I had were related to the splitter. Since I have Dish for TV and don't use Comcast for TV I just took the splitter out of the equation and the drops stopped. Comcast tends to have an unfortunate tendency of using crap splitters. Try removing your splitter from before the modem and see if that fixes the issue. If it does then you've found your issue and I'd recommend getting a decent splitter from Holland (the company, not the country 😉 ). If it doesn't then it's time for a cable tech to come out as you've done everything I can think of.
 
nsafreak said:
Well like billyboby said it could be the tier 3 equipment in your area is having problems and I have heard of some areas that Comcast upgraded to DOCSIS 3 having the same thing happen. Fortunately for me my area was well prepared and the occasional drops I had were related to the splitter. Since I have Dish for TV and don't use Comcast for TV I just took the splitter out of the equation and the drops stopped. Comcast tends to have an unfortunate tendency of using crap splitters. Try removing your splitter from before the modem and see if that fixes the issue. If it does then you've found your issue and I'd recommend getting a decent splitter from Holland (the company, not the country 😉 ). If it doesn't then it's time for a cable tech to come out as you've done everything I can think of.
Click to expand...

I will try a different splitter. Thank you for the advice. One thing I am not understanding though- how could problems on the ISP's end create a situation where my internet works fine when I am plugged directly into the cable modem, but has drops when I am running through a router? I ask because whenever I talked to my ISP they tell me it is their responsibility to get internet to the modem, not to troubleshoot routers. I don't really know what to say to this.
 
CubicZirconia said:
I will try a different splitter. Thank you for the advice. One thing I am not understanding though- how could problems on the ISP's end create a situation where my internet works fine when I am plugged directly into the cable modem, but has drops when I am running through a router? I ask because whenever I talked to my ISP they tell me it is their responsibility to get internet to the modem, not to troubleshoot routers. I don't really know what to say to this.
Click to expand...

If the router is failing, that could be the issue. And they are right, they only care about to the modem. Router is your gear so they let the owner (you) fix it.
 
imagoon said:
If the router is failing, that could be the issue. And they are right, they only care about to the modem. Router is your gear so they let the owner (you) fix it.
Click to expand...

I've tried two different routers. While possible, it seems very unlikely that both failed at the same time, and in the exact same manner.
 
CubicZirconia said:
I have cable internet. I contacted the cable company and they have told me everything appears fine on their end. Does anyone have any ideas?
Click to expand...

This is a Standard "BS" respond pretending that they can see online evry thing up to your Router.

Given what you did thus far, you should call the ISP and insist that they should come and evaluate with their instrument the output of the Modem.



😎
 
I had similar issue.

When I altered service, Comcast gave me a different modem. For next three months I was continually having to reset routers and modem.

Their phone tech supports claimed nothing was wrong.

Finally, gave up and called Comcast. Tech cleaned up cable rats nest, installed new connectors to no avail. Tried two new modems, did not solve issue. Modems were fine direct, but when going through router, lockup occurred. Yet three systems on wireless could see each other and the wired system.

I did notice that they had an integrated router with wireless on instruction sheet even though my modem was not.

Got that at no charge and problem went away.
Seemed like a certain set of modems refused to work with wireless routers (Netgear/Belkin/Linksys)
 
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That's a lot of power resets. Is that you rebooting the device manually? If not, whatever you've got it plugged into is probably the root cause here, maybe a bad power strip or dirty power from the wall.
 
Mushkins said:
That's a lot of power resets. Is that you rebooting the device manually? If not, whatever you've got it plugged into is probably the root cause here, maybe a bad power strip or dirty power from the wall.
Click to expand...

That is me resetting the power manually. Every time the internet kicks out (which is often), I pull the plug.

Also, I tried bypassing my cable splitter, and that did not fix the problem, as drops continue w/o splitter. The cable Company is coming out today, hopefully they can figure out what the hell is going on. As a Company that apparently believes telling their customers they will be out in the next 24-48 hours is acceptable, I have little faith in their ability to fix the problem. If they don't I don't know wtf I am going to do.
 
So I am still having problems with this. I ended up getting a third router a few weeks ago, and the internet kicks out regularly on that device as well.

Specific question though: I just realized that if I go into the "event viewer" within Windows 7 I am regularly getting the following error:

Event 1002, DHCP-Client

The IP address lease 192.168.2.3 for the Network Card with network address 0x0050BABFDD66 has been denied by the DHCP server 192.168.2.1 (The DHCP Server sent a DHCPNACK message).

I've had this error 7 times already today. Any idea what might be causing this problem? I have a hard time believing it is the router given I am on my third one. Also, when I connect to the internet directly through my cable modem the internet works fine.

edit: that MAC address is my desktop PC
edit: Having internet that drops constantly for over 2 months is truly infuriating
edit: I tried releasing/renewing dhcp lease via my router and the command prompt. No changes.
 
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What model is the third router? I hope it's not another Netgear.

Can you connect directly to the modem again with an Ethernet cable and do this for as long as possible to rule out the ISP.
 
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