[TWC] Internet cuts off intermittently
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anon @ 4th Nov 01:56PM:
[TWC] Internet cuts off intermittently

For the past month or so I've had the issue of my internet cutting off at random times. Each time it happens the modem becomes unresponsive (can't get the status page to load) and the only thing that fixes it is restarting the modem (unplug power, replug).

I called tech support and they of course tried to blame it on my computer at first. When I told them that all the computers on the network lose the internet connection at the same time so it can't be my computer they of course tried to blame it on the router. I gave up trying to get any real help from them at that point and hung up.

Since then I have swapped modems with them (both the old one and the new one are Motorola Surfboard SB5100) and I recently tried connecting just my computer directly to the modem, bypassing the router, and after a while it did the same exact thing, so it's definitely not the router.

When this first started the modem was behind two splitters and had signal levels that were pushing the upper limits of "acceptable" so I redid the wiring and now the modem is only behind a single splitter (it's a crappy setup in the apartment so I can't have a dedicated line for just the modem). After the rewire my downstream SNR is 38dB and power level is 0dBmV. Upstream power level is 47dBmV. All values are plus or minus 1 unit depending on the severity of the temperatures outside, but they're pretty solidly at those levels. As far as I'm aware those signal levels are well within the acceptable range.

The fact that the modem's status page becomes completely unresponsive when the internet cuts off leads me to believe that it's something modem-related and not signal-related but to have two modems in a row with the same issue seems rather unlikely. The only thing I can think of that would make sense is that maybe these model modems don't gracefully handle some erroneous/unexpected signal that they're getting from the local node and simply crash or go into an infinite loop. Does anyone else have any ideas?
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SanDiegoLV @ 6th Nov 10:38PM:
[IP address issue/expire is the SAME!]

I've been have a very similiar situation.
When the 'internet locks up' the cable modem 'pc activity' light is solid on, status page will not load, etc.

So far it appears to be the cable modem is issuing a DHCP IP address to the router where the start & end/expire date/time is THE SAME!

rebooting (or anything) the router does not resolve the issue.
the cable modem itselft has to be physically rebooted. When asking the router to get a new IP, the cable modem will not respond.

I can get this to happen repeatedly & even showed the RR Tech who came out the issue/expire times of IP address were the same. He still blamed it on my router & said if it happens with only 1 computer plugged in, then they will look further.

So I need to disconnect all the other computers.
Wait till it happens with only 1 computer connected.
Then call RR & wait till they send a tech out.
---THAT AIN'T GOING TO HAPPEN!!

Workaround solution: I bought an 8x on/off outlet timer & have it automatically reboot the cable modem 4 times a day by turning off power for 1 minute (lowest resolution on timer).
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DrDrew @ 6th Nov 11:06PM:
Re: [IP address issue/expire is the SAME!]

Cable modems don't issue IP addresses, it comes from the RDC DHCP server issuing IPs to EVERYONE in your region.

Unless of course your modem is a router as well, but I doubt it since you have a separate router.
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herog @ 7th Nov 11:01AM:
Re: [IP address issue/expire is the SAME!]

said by SanDiegoLV :

I've been have a very similiar situation.
When the 'internet locks up' the cable modem 'pc activity' light is solid on, status page will not load, etc.

So far it appears to be the cable modem is issuing a DHCP IP address to the router where the start & end/expire date/time is THE SAME!

rebooting (or anything) the router does not resolve the issue.
the cable modem itselft has to be physically rebooted. When asking the router to get a new IP, the cable modem will not respond.

I can get this to happen repeatedly & even showed the RR Tech who came out the issue/expire times of IP address were the same. He still blamed it on my router & said if it happens with only 1 computer plugged in, then they will look further.

So I need to disconnect all the other computers.
Wait till it happens with only 1 computer connected.
Then call RR & wait till they send a tech out.
---THAT AIN'T GOING TO HAPPEN!!

Workaround solution: I bought an 8x on/off outlet timer & have it automatically reboot the cable modem 4 times a day by turning off power for 1 minute (lowest resolution on timer).
Happened to me few nights ago, cable modem locked up, I am able to get IP from Router, but cant go out internet. when tried 192.168.100.1, didnt respond.
I had to power cycle the cable Modem to fix the issue.

But, mostly happens after midnight.
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anon @ 7th Nov 06:30PM:
Re: [IP address issue/expire is the SAME!]

I've actually been keeping a log of my IP address since I posted this thread since I had a sneaking suspicion that it was related to the IP changing. It hasn't happened since I started keeping the log, but then the IP hasn't changed since then either.

What are you using to monitor the DHCP info? A firmware hack on your router?

You also said that you're able to recreate the problem, how? I'd like to be able to be able to show the tech the problem when/if I get him to come out, because otherwise he's just going to waste both my time and his and in the end nothing will get fixed. I just know they'll do the same thing to me they did to you, blame it on my network equipment.

I wonder if they can call in and force an IP change? If so, that might be enough to prove to him that it's related to that and not a signal/modem/router issue.
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RamsteinUSA @ 7th Nov 09:34PM:
Re: [IP address issue/expire is the SAME!]

delete
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DrDrew @ 7th Nov 10:45PM:
Re: [TWC] Internet cuts off intermittently

What make/model of modem does everyone have?

Some are prone to crashing under heavy loads.
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anon @ 8th Nov 01:38AM:
Re: [TWC] Internet cuts off intermittently

I have the Motorola Surfboard SB5100. I don't think load has anything to do with it because it happens to me irregardless of load.
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DeadSurvivor @ 8th Nov 01:35AM:
Re: [TWC] Internet cuts off intermittently

I've had the same issue happening to me, includng slower internet speeds over the past two years ... Hopefully, they'll get around to fixing this issue eventually.
--
»www.myspace.com/deadsurvivor
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SanDiegoLV @ 8th Nov 02:31AM:
Re: [IP address issue/expire is the SAME!]

The IP address doesn't 'change', it is the lease times (issue/expire).

Bypassing my/your router, with PC hooked directly to cable modem, in DOS window ipconfig shows IP issue time the SAME as IP expire time -- this is for the FIRST ip issued "by" (via) cable modem. The connection is dead until a new lease (IP) is requested. Same IP is issued with expire time now in the future & diff from issue time.
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SanDiegoLV @ 8th Nov 02:34AM:
Re: [IP address issue/expire is the SAME!]

Yes, via cable modem, but easier to talk about is if cable modem is DHCP & functionally equivalent in this case.
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DrDrew @ 8th Nov 10:58PM:
Re: [IP address issue/expire is the SAME!]

On the "new" working IP leases, how long are they?

Are the IPs being renewed at the 1/2 way mark? or is the time running out and the leases expiring?
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anon @ 11th Nov 02:58AM:
Re: [TWC] Internet cuts off intermittently

One thing that I was wondering, how long is the typical IP lease time? Because sometimes I'll get this issue not much more than an hour or two apart. If the leases are for a time period longer than that, like say 24 hours, then I don't see how the IP Lease field being improperly set could be the culprit.
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