Observer

My modem is disconnecting CONSTANTLY, Im running out of options!

Ive had Time Warner for almost a year now and no exaggeration since the day i got them my modem disconnects on a good day, 4 or 5 times a day. at the worst, every 20-30 minutes. First I switched modems thinking the other one didnt support the speed, then i had a tech come out, they basically only gave me new splitters, so i tried that..nothing, so i had another tech come out and he did a couple more things that actually gave me hope but still NOTHING. I went into the store to switch my modem swearing that my modem was messed up the guy heard about my problems and upgraded me to extreme for free which i was greatful for but its useless if i cant use my internet. Its becoming a huge hassle and im beginning to wonder why im still paying for this. Any suggestions? Im feeling quite helpless here. 

16 REPLIES
Expert

Re: My modem is disconnecting CONSTANTLY, Im running out of options!

Copy and paste the modems signal level and error log pages from 192.168.100.1 or 192.168.0.1 something might be obvious.

 Also location on whether you have a 4G LTE phone., There's an issue withh 699- 869 mHz frequencies.

Observer

Re: My modem is disconnecting CONSTANTLY, Im running out of options!

 RF Parameters

Downstream

 DCIDFreqPowerSNRModulationOctetsCorrectedsUncorrectables
Downstream 115615.00 MHz1.90 dBmV37.36 dB256QAM128019900
Downstream 22537.00 MHz0.90 dBmV37.36 dB256QAM36295424250
Downstream 33543.00 MHz1.00 dBmV37.09 dB256QAM6800109310
Downstream 44549.00 MHz1.00 dBmV37.36 dB256QAM38236700
Downstream 55555.00 MHz1.00 dBmV37.64 dB256QAM69499500
Downstream 66561.00 MHz1.20 dBmV37.09 dB256QAM371860110
Downstream 77567.00 MHz1.50 dBmV37.94 dB256QAM669149120
Downstream 88573.00 MHz1.60 dBmV37.09 dB256QAM40173070
Downstream 99579.00 MHz1.70 dBmV37.64 dB256QAM69064700
Downstream 1010585.00 MHz2.20 dBmV36.61 dB256QAM50628400
Downstream 1111591.00 MHz2.20 dBmV37.36 dB256QAM72517700
Downstream 1212597.00 MHz1.80 dBmV37.36 dB256QAM47803100
Downstream 1313603.00 MHz1.70 dBmV36.61 dB256QAM76765800
Downstream 1414609.00 MHz1.90 dBmV37.36 dB256QAM43658300
Downstream 151531.00 MHz0.90 dBmV36.61 dB256QAM68846520520
Downstream 1616621.00 MHz1.60 dBmV37.09 dB256QAM54062000
Reset FEC Counters

Upstream

 UCIDFreqPowerChannel TypeSymbol RateModulation
Upstream 1330.60 MHz43.25 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 2437.00 MHz43.25 dBmVDOCSIS2.0 (ATDMA)2560 kSym/s16QAM
Upstream 3119.40 MHz41.75 dBmVDOCSIS1.x (TDMA)2560 kSym/s16QAM
Upstream 4224.20 MHz43.25 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM

 

 Status
System Uptime:0 d: 2 h: 37 m
Computers Detected:staticCPE(2), dynamicCPE(0)
CM Status:Telephony-Reg Complete
Time and Date:Sun 2015-05-03 23:04:16

 

 Interface Parameters
Interface NameProvisionedStateSpeed (Mbps)MAC address
LAN Port 1EnabledUp1000(Full)8C:09:F4Smiley Very Happy5:80:11
LAN Port 2EnabledDown-----8C:09:F4Smiley Very Happy5:80:11
LAN Port 3EnabledDown-----8C:09:F4Smiley Very Happy5:80:11
LAN Port 4EnabledDown-----8C:09:F4Smiley Very Happy5:80:11
CABLEEnabledUp-----8C:09:F4Smiley Very Happy5:80:12
MTAPassWithWarningsUp-----8C:09:F4Smiley Very Happy5:80:13
Observer

Re: My modem is disconnecting CONSTANTLY, Im running out of options!

Well the ip said unit updating and then the modem reset itself and it now says this, i dont know if that makes any difference

Downstream

 DCIDFreqPowerSNRModulationOctetsCorrectedsUncorrectables
Downstream 115615.00 MHz2.00 dBmV37.64 dB256QAM183335300
Downstream 22537.00 MHz0.90 dBmV38.61 dB256QAM885672233343
Downstream 33543.00 MHz1.00 dBmV37.64 dB256QAM11997828880
Downstream 44549.00 MHz1.10 dBmV37.64 dB256QAM83721000
Downstream 55555.00 MHz1.00 dBmV37.64 dB256QAM1221163100
Downstream 66561.00 MHz1.20 dBmV37.64 dB256QAM92224800
Downstream 77567.00 MHz1.50 dBmV37.64 dB256QAM117938300
Downstream 88573.00 MHz1.60 dBmV37.64 dB256QAM91736200
Downstream 99579.00 MHz1.80 dBmV37.64 dB256QAM118921500
Downstream 1010585.00 MHz2.20 dBmV37.64 dB256QAM133457900
Downstream 1111591.00 MHz2.30 dBmV38.61 dB256QAM118857400
Downstream 1212597.00 MHz1.80 dBmV37.64 dB256QAM125067300
Downstream 1313603.00 MHz1.70 dBmV37.64 dB256QAM131590200
Downstream 1414609.00 MHz2.00 dBmV37.36 dB256QAM130319000
Downstream 151531.00 MHz0.90 dBmV37.64 dB256QAM12975122094952
Downstream 1616621.00 MHz1.60 dBmV37.36 dB256QAM133720380
Reset FEC Counters

Upstream

 UCIDFreqPowerChannel TypeSymbol RateModulation
Upstream 1330.60 MHz43.25 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 2437.00 MHz43.25 dBmVDOCSIS2.0 (ATDMA)2560 kSym/s16QAM
Upstream 3119.40 MHz42.00 dBmVDOCSIS1.x (TDMA)2560 kSym/s16QAM
Upstream 4224.20 MHz43.25 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM

 

 Status
System Uptime:0 d: 0 h: 06 m
Computers Detected:staticCPE(2), dynamicCPE(0)
CM Status:Telephony-Reg Complete
Time and Date:Sun 2015-05-03 23:55:16

 

 Interface Parameters
Interface NameProvisionedStateSpeed (Mbps)MAC address
LAN Port 1EnabledUp1000(Full)8C:09:F4Smiley Very Happy5:80:11
LAN Port 2EnabledDown-----8C:09:F4Smiley Very Happy5:80:11
LAN Port 3EnabledDown-----8C:09:F4Smiley Very Happy5:80:11
LAN Port 4EnabledDown-----8C:09:F4Smiley Very Happy5:80:11
CABLEEnabledUp-----8C:09:F4Smiley Very Happy5:80:12
MTAPassWithWarningsUp-----8C:09:F4Smiley Very Happy5:80:13
Helper

Re: My modem is disconnecting CONSTANTLY, Im running out of options!

  • are you still getting disconnects on WIRED connection?
  • post new signal page. looking for increase in errors
  • post tracert to google.com
  • post event log

 

redrock in Austin, Tx
Helper

Re: My modem is disconnecting CONSTANTLY, Im running out of options!

I notice that the modem is telephony/internet modem. Is the phone working ok. I have had issues where these modems were not provisioned right from day one. Call them on the phone, ask for an internet specialist, and the problem hjas been going on for a year,
Observer

Re: My modem is disconnecting CONSTANTLY, Im running out of options!

so i did the tracert to google.com and this is what it said.

but to answer the other question it is for phone and internet but i dont have an actual home phone

and yes it disconnects on wired connection as well

 


Tracing route to google.com [2607:f8b0:4000:80a::200e]
over a maximum of 30 hops:

  1     1 ms     4 ms     4 ms  2605:6001:f290:d800:8e09:f4ff:fed5:8017
  2     *        *        *     Request timed out.
  3    53 ms    54 ms    29 ms  2605:6000:0:4::e:418e
  4    29 ms    19 ms    24 ms  2605:6000:0:4::4:f0
  5    21 ms    24 ms    24 ms  2605:6000:0:4::4:22
  6    32 ms    24 ms    29 ms  2605:6000:0:4::24
  7    24 ms    29 ms    31 ms  2001:1998:0:8::e
  8    35 ms    29 ms    29 ms  2001:1998:0:4::1a3
  9    26 ms    23 ms    26 ms  if-ae23.0.tcore2.DT8-Dallas.ipv6.as6453.net [200
1:5a0:300:500::55]
 10    30 ms    29 ms    29 ms  2001:4860:1:1:0:1935:0:b0
 11    27 ms    34 ms    29 ms  2001:4860::1:0:57f
 12    25 ms    29 ms    29 ms  2001:4860:0:1::84b
 13    28 ms    29 ms    29 ms  dfw06s46-in-x0e.1e100.net [2607:f8b0:4000:80a::2
00e]

Trace complete.

Helper

Re: My modem is disconnecting CONSTANTLY, Im running out of options!

SaraNicole0406,

  • disable ipv6 in modem/router. details dependent on modem/router. ask for help if needed. ipv6 often causes random lags/delays. 
  • post signal page and event log.

 

redrock in Austin, Tx
Observer

Re: My modem is disconnecting CONSTANTLY, Im running out of options!

Im not entirely sure how to disable ipv6 but this is the most recent status log

Downstream

 DCIDFreqPowerSNRModulationOctetsCorrectedsUncorrectables
Downstream 115615.00 MHz2.80 dBmV37.64 dB256QAM62799511688722572
Downstream 22537.00 MHz1.80 dBmV38.61 dB256QAM145466056620
Downstream 33543.00 MHz2.10 dBmV37.64 dB256QAM280709831140
Downstream 44549.00 MHz2.20 dBmV37.64 dB256QAM1590102150
Downstream 55555.00 MHz2.00 dBmV37.36 dB256QAM2963936110
Downstream 66561.00 MHz2.10 dBmV37.64 dB256QAM169393450
Downstream 77567.00 MHz2.50 dBmV37.64 dB256QAM291094580
Downstream 88573.00 MHz2.80 dBmV38.61 dB256QAM163756260
Downstream 99579.00 MHz2.80 dBmV37.64 dB256QAM300305800
Downstream 1010585.00 MHz3.10 dBmV37.36 dB256QAM129143400
Downstream 1111591.00 MHz3.30 dBmV37.64 dB256QAM318917900
Downstream 1212597.00 MHz3.10 dBmV37.64 dB256QAM199598100
Downstream 1313603.00 MHz2.80 dBmV37.36 dB256QAM300209700
Downstream 1414609.00 MHz2.70 dBmV37.36 dB256QAM217444400
Downstream 151531.00 MHz1.90 dBmV38.61 dB256QAM304060257190
Downstream 1616621.00 MHz2.80 dBmV37.64 dB256QAM2162918100
Reset FEC Counters

Upstream

 UCIDFreqPowerChannel TypeSymbol RateModulation
Upstream 1330.60 MHz42.75 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 2437.00 MHz42.75 dBmVDOCSIS2.0 (ATDMA)2560 kSym/s16QAM
Upstream 3119.40 MHz41.00 dBmVDOCSIS1.x (TDMA)2560 kSym/s16QAM
Upstream 4224.20 MHz41.50 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM

 

 Status
System Uptime:0 d: 2 h: 21 m
Computers Detected:staticCPE(2), dynamicCPE(0)
CM Status:Telephony-Reg Complete
Time and Date:Mon 2015-05-04 02:09:54

 

 Interface Parameters
Interface NameProvisionedStateSpeed (Mbps)MAC address
LAN Port 1EnabledUp1000(Full)8C:09:F4Smiley Very Happy5:80:11
LAN Port 2EnabledDown-----8C:09:F4Smiley Very Happy5:80:11
LAN Port 3EnabledDown-----8C:09:F4Smiley Very Happy5:80:11
LAN Port 4EnabledDown-----8C:09:F4Smiley Very Happy5:80:11
CABLEEnabledUp-----8C:09:F4Smiley Very Happy5:80:12
MTAPassWithWarningsUp-----8C:09:F4Smiley Very Happy5:80:13
Helper

Re: My modem is disconnecting CONSTANTLY, Im running out of options!

  • what you posted was signal page. 
  • event log lists time stamped activity/messages of modem unit. 
  • what is make and model of modem/router?
redrock in Austin, Tx