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Message
Troubleshooting internet connectivity on a router
Posted on 2/22/19 at 10:11 pm
Posted on 2/22/19 at 10:11 pm
I'm having issues with my internet connectivity and hope I can get some pointers on troubleshooting it.
I have Comcast internet and use my own modem and router. Modem is a SB6190 and only a few months old. My router is a RT-AC68U. It's about 5 years old, stock, with updated firmware.
My issue is the internet connectivity drops randomly 2-20+ times a day. When the connectivity drops the wifi is still fine as access to PLEX and lan files is uninterrupted.
All devices are wireless except the PLEX server and one firetv box. Are there any utilities that can be ran on the router or computers that track the outages? I need to isolate whether my router is dying or if the is a Comcast issue.
I have Comcast internet and use my own modem and router. Modem is a SB6190 and only a few months old. My router is a RT-AC68U. It's about 5 years old, stock, with updated firmware.
My issue is the internet connectivity drops randomly 2-20+ times a day. When the connectivity drops the wifi is still fine as access to PLEX and lan files is uninterrupted.
All devices are wireless except the PLEX server and one firetv box. Are there any utilities that can be ran on the router or computers that track the outages? I need to isolate whether my router is dying or if the is a Comcast issue.
7
Posted on 2/22/19 at 11:30 pm to Tiger_n_Texas
A 5 year old router should be replaced.
Posted on 2/22/19 at 11:39 pm to Tiger_n_Texas
In my experience, usually when a router goes bad the wifi gets flaky or quits altogether. I've never seen one drop the WAN connection and maintain wifi. It could happen, though, I'm sure.
What is your indication that the connection has dropped? Is it just that webpages/etc stop loading? Do the modem lights stay lit up as normal?
Next time it drops, try pinging a few sites by domain name (google.com, bing.com), then try a few IPs (8.8.8.8 or 1.1.1.1). If you can ping by IP but not by domain, then comcast's dns servers might be acting up. In that case, I would go into the router settings and manually add your own DNS servers. Actually I would do that regardless, and I would use 1.1.1.1 for it.
What is your indication that the connection has dropped? Is it just that webpages/etc stop loading? Do the modem lights stay lit up as normal?
Next time it drops, try pinging a few sites by domain name (google.com, bing.com), then try a few IPs (8.8.8.8 or 1.1.1.1). If you can ping by IP but not by domain, then comcast's dns servers might be acting up. In that case, I would go into the router settings and manually add your own DNS servers. Actually I would do that regardless, and I would use 1.1.1.1 for it.
Posted on 2/23/19 at 3:10 am to Tiger_n_Texas
I had (or think I had) a similar problem. Was losing my internet connection multiple times per day on my desktop...but not on any of my wi-fi devices. Turns out that I had a bad ethernet cable. After replacing it, my connectivity issues disappeared completely.
Posted on 2/23/19 at 5:41 am to Korkstand
quote:
What is your indication that the connection has dropped?
I work from home. We have an internal chat application. When I lose connectivity it goes down, along with VoIP and webex/ gotomeeting applications. At the same time websites fail on my phone and PC. Access to the router thru IP is still available as is PLEX.
quote:
Next time it drops, try pinging a few sites by domain name (google.com, bing.com), then try a few IPs (8.8.8.8 or 1.1.1.1). If you can ping by IP but not by domain, then comcast's dns servers might be acting up. In that case, I would go into the router settings and manually add your own DNS servers. Actually I would do that regardless, and I would use 1.1.1.1 for it.
Thanks! I went ahead and set DNS to use both of those. I'll track it next week for drops.
quote:
I had (or think I had) a similar problem. Was losing my internet connection multiple times per day on my desktop...but not on any of my wi-fi devices. Turns out that I had a bad ethernet cable. After replacing it, my connectivity issues disappeared completely.
I don't think this is my issue. The only ethernet cable is the one from the modem to the router.
This post was edited on 2/23/19 at 6:03 am
Posted on 2/23/19 at 8:37 am to Tiger_n_Texas
Sounds like the modem to me, has the behavior always happened since you got the SB6190.
Go to 192.168.100.1 and check your signal to noise ratios. One poor bonded channel will cause the modem to reset
Arris 6190 Signal level faqs
Go to 192.168.100.1 and check your signal to noise ratios. One poor bonded channel will cause the modem to reset
Arris 6190 Signal level faqs
This post was edited on 2/23/19 at 8:40 am
Posted on 2/23/19 at 10:01 am to UltimaParadox
quote:
Sounds like the modem to me, has the behavior always happened since you got the SB6190.
Go to 192.168.100.1 and check your signal to noise ratios. One poor bonded channel will cause the modem to reset
This is great info also. I had a SB6141 and I believe I had similar issues when it was in place. I looked thru the material and the bonded upstream channels are possibly the issue. My modem shows all 4 of the bonded upstream channels at 39.25-39.75. The Arris FAQs say this should be +51-45.
Does that sound right?
Posted on 2/23/19 at 1:10 pm to Korkstand
quote:
In my experience, usually when a router goes bad the wifi gets flaky or quits altogether. I've never seen one drop the WAN connection and maintain wifi. It could happen, though, I'm sure.
What is your indication that the connection has dropped? Is it just that webpages/etc stop loading? Do the modem lights stay lit up as normal?
Next time it drops, try pinging a few sites by domain name (google.com, bing.com), then try a few IPs (8.8.8.8 or 1.1.1.1). If you can ping by IP but not by domain, then comcast's dns servers might be acting up. In that case, I would go into the router settings and manually add your own DNS servers. Actually I would do that regardless, and I would use 1.1.1.1 for it.
No idea why anyone would downvote this.
Posted on 2/23/19 at 1:15 pm to Tiger_n_Texas
From what you've stated in this post and your responses, it's either your modem or Comcast (or possibly both). As your connections within your LAN are staying up, it's most likely not your router and definitely not your computer.
Is there some common event happening when these drops occur? (long shot, but I've seen it happen) Is there something that changed with your network and/or in your home just prior to the first time this happened?
If both answers are "no" then the most probably issue is your modem. Try swapping it out for a week or two with another (or a router/modem combo, I love my Nighthawk) and see if that resolves the issue.
Is there some common event happening when these drops occur? (long shot, but I've seen it happen) Is there something that changed with your network and/or in your home just prior to the first time this happened?
If both answers are "no" then the most probably issue is your modem. Try swapping it out for a week or two with another (or a router/modem combo, I love my Nighthawk) and see if that resolves the issue.
Posted on 2/23/19 at 6:37 pm to Tiger_n_Texas
I had a Comcast installed splitter/amplifier in the attic that started misbehaving after ~4 years of service. It took me a few of hours of troubleshooting to pinpoint it.
I replaced it with the same model LINK and used 75 ohm terminators on the unused ports LINK.
I use one splitter LINK for the modem and Comcast set top box.
Since replacing these components I've got good signal strength on my modem and STB and haven't had any issues.
I replaced it with the same model LINK and used 75 ohm terminators on the unused ports LINK.
I use one splitter LINK for the modem and Comcast set top box.
Since replacing these components I've got good signal strength on my modem and STB and haven't had any issues.
Posted on 2/23/19 at 10:08 pm to Tiger_n_Texas
quote:
My modem shows all 4 of the bonded upstream channels at 39.25-39.75. The Arris FAQs say this should be +51-45.
It used to be always above 35 for the upstream power level was good. Recommended to be 38+ and all 4 bonded channels should be pretty close. Sounds like you might be on the edge. Large changes in temperatures typically cause the number to move around.
As posted above, check all your splitters etc in your house.
Also from that same webpage you should see logs showing when the shutdowns occurred. You can even call Arris tech support if you want to narrow it down to the cable company before calling out for a tech.
Posted on 2/25/19 at 11:39 am to UltimaParadox
Thanks for all the pointers. Comcast came out and replaced several connectors inside and outside. Upstream power has increased by 10-15 dB, but is fluctuating now between 40dB to 54dB. Before it was pretty stable at 39dB. However now I'm seeing uncorrectables in the downstream channels that weren't present before. He also said that supposedly something in my neighbor's house is sending out noise/interference to our pedestal. So they are getting a work order in to check their lines.
Here's the modem logs if it helps:
Mon Feb 25 09:57:54 2019 6 TLV-11 - unrecognized OID;CM-MAC=3c:04:61:3e:7e:6f;CMTS-MAC=00:01:5c:9e:7c:6f;CM-QOS=1.1;CM-VER=3.0;
Mon Feb 25 09:57:57 2019 5 RCS Partial Service;CM-MAC=3c:04:61:3e:7e:6f;CMTS-MAC=00:01:5c:9e:7c:6f;CM-QOS=1.1;CM-VER=3.0;
Mon Feb 25 09:57:57 2019 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=3c:04:61:3e:7e:6f;CMTS-MAC=00:01:5c:9e:7c:6f;CM-QOS=1.1;CM-VER=3.0;
Mon Feb 25 10:02:28 2019 5 RCS Partial Service;CM-MAC=3c:04:61:3e:7e:6f;CMTS-MAC=00:01:5c:9e:7c:6f;CM-QOS=1.1;CM-VER=3.0;
Mon Feb 25 10:32:56 2019 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=3c:04:61:3e:7e:6f;CMTS-MAC=00:01:5c:9e:7c:6f;CM-QOS=1.1;CM-VER=3.0;
Mon Feb 25 10:35:46 2019 6 TLV-11 - unrecognized OID;CM-MAC=3c:04:61:3e:7e:6f;CMTS-MAC=00:01:5c:9e:7c:6f;CM-QOS=1.1;CM-VER=3.0;
Mon Feb 25 10:57:36 2019 5 RCS Partial Service;CM-MAC=3c:04:61:3e:7e:6f;CMTS-MAC=00:01:5c:9e:7c:6f;CM-QOS=1.1;CM-VER=3.0;
Mon Feb 25 11:02:00 2019 3 No Ranging Response received - T3 time-out;CM-MAC=3c:04:61:3e:7e:6f;CMTS-MAC=00:01:5c:9e:7c:6f;CM-QOS=1.1;CM-VER=3.0;
Mon Feb 25 11:02:27 2019 5 RCS Partial Service;CM-MAC=3c:04:61:3e:7e:6f;CMTS-MAC=00:01:5c:9e:7c:6f;CM-QOS=1.1;CM-VER=3.0;
Mon Feb 25 11:07:55 2019 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=3c:04:61:3e:7e:6f;CMTS-MAC=00:01:5c:9e:7c:6f;CM-QOS=1.1;CM-VER=3.0;
Mon Feb 25 11:23:31 2019 6 TLV-11 - unrecognized OID;CM-MAC=3c:04:61:3e:7e:6f;CMTS-MAC=00:01:5c:9e:7c:6f;CM-QOS=1.1;CM-VER=3.0;
Mon Feb 25 11:26:09 2019 3 No Ranging Response received - T3 time-out;CM-MAC=3c:04:61:3e:7e:6f;CMTS-MAC=00:01:5c:9e:7c:6f;CM-QOS=1.1;CM-VER=3.0;
Mon Feb 25 11:26:11 2019 5 RCS Partial Service;CM-MAC=3c:04:61:3e:7e:6f;CMTS-MAC=00:01:5c:9e:7c:6f;CM-QOS=1.1;CM-VER=3.0;
Here's the modem logs if it helps:
Mon Feb 25 09:57:54 2019 6 TLV-11 - unrecognized OID;CM-MAC=3c:04:61:3e:7e:6f;CMTS-MAC=00:01:5c:9e:7c:6f;CM-QOS=1.1;CM-VER=3.0;
Mon Feb 25 09:57:57 2019 5 RCS Partial Service;CM-MAC=3c:04:61:3e:7e:6f;CMTS-MAC=00:01:5c:9e:7c:6f;CM-QOS=1.1;CM-VER=3.0;
Mon Feb 25 09:57:57 2019 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=3c:04:61:3e:7e:6f;CMTS-MAC=00:01:5c:9e:7c:6f;CM-QOS=1.1;CM-VER=3.0;
Mon Feb 25 10:02:28 2019 5 RCS Partial Service;CM-MAC=3c:04:61:3e:7e:6f;CMTS-MAC=00:01:5c:9e:7c:6f;CM-QOS=1.1;CM-VER=3.0;
Mon Feb 25 10:32:56 2019 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=3c:04:61:3e:7e:6f;CMTS-MAC=00:01:5c:9e:7c:6f;CM-QOS=1.1;CM-VER=3.0;
Mon Feb 25 10:35:46 2019 6 TLV-11 - unrecognized OID;CM-MAC=3c:04:61:3e:7e:6f;CMTS-MAC=00:01:5c:9e:7c:6f;CM-QOS=1.1;CM-VER=3.0;
Mon Feb 25 10:57:36 2019 5 RCS Partial Service;CM-MAC=3c:04:61:3e:7e:6f;CMTS-MAC=00:01:5c:9e:7c:6f;CM-QOS=1.1;CM-VER=3.0;
Mon Feb 25 11:02:00 2019 3 No Ranging Response received - T3 time-out;CM-MAC=3c:04:61:3e:7e:6f;CMTS-MAC=00:01:5c:9e:7c:6f;CM-QOS=1.1;CM-VER=3.0;
Mon Feb 25 11:02:27 2019 5 RCS Partial Service;CM-MAC=3c:04:61:3e:7e:6f;CMTS-MAC=00:01:5c:9e:7c:6f;CM-QOS=1.1;CM-VER=3.0;
Mon Feb 25 11:07:55 2019 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=3c:04:61:3e:7e:6f;CMTS-MAC=00:01:5c:9e:7c:6f;CM-QOS=1.1;CM-VER=3.0;
Mon Feb 25 11:23:31 2019 6 TLV-11 - unrecognized OID;CM-MAC=3c:04:61:3e:7e:6f;CMTS-MAC=00:01:5c:9e:7c:6f;CM-QOS=1.1;CM-VER=3.0;
Mon Feb 25 11:26:09 2019 3 No Ranging Response received - T3 time-out;CM-MAC=3c:04:61:3e:7e:6f;CMTS-MAC=00:01:5c:9e:7c:6f;CM-QOS=1.1;CM-VER=3.0;
Mon Feb 25 11:26:11 2019 5 RCS Partial Service;CM-MAC=3c:04:61:3e:7e:6f;CMTS-MAC=00:01:5c:9e:7c:6f;CM-QOS=1.1;CM-VER=3.0;
Posted on 2/25/19 at 1:52 pm to Tiger_n_Texas
By that log looks like you are still dropping out and resetting. Have you tried plugging the modem directly into the cable before it enters the house? Try to make sure it is nothing on your end.
Otherwise it looks like you are waiting on the tech to fix it at the "pole"
Otherwise it looks like you are waiting on the tech to fix it at the "pole"
Posted on 2/25/19 at 2:43 pm to Tiger_n_Texas
quote:
My issue is the internet connectivity drops randomly 2-20+ times a day. When the connectivity drops the wifi is still fine as access to PLEX and lan files is uninterrupted.
I had this exact same issue with comcast that they finally fixed in December. I switched modems from their modem to a 6190, and the problem continued. I called to tell them the issue, they did some check and said that it was a problem in the line and they would send a tech. The technician came out, removed a filter from the line (at the main box outside), and that fixed the problem.
If you have access to the box (mine is in a neighbor's yard) you might be able to do some recon to see if your line has a filter (and remove it yourself).
ETA: that log you posted looks exactly like mine did. I bet you have the same filter.
Nevermind, just saw that you said the tech already came out. I did have the exact same sequence of errors as you posted, though.
This post was edited on 2/25/19 at 2:48 pm
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