Forum Thread

Internet Ping Going Insane and Connection Dropping

stars fan 593 81 April 19, 2016 at 06:06 PM
Starting three days ago my internet has continually been disconnecting or giving me and insane ping on online games and VOIP calls. Interesting thing is that Netflix seems to stream fine, but Twitch keeps have video interruptions. Everything is running hard wired via ethernet chords. I'm running a Motorola SB6121 modem and a TP Link AC 1750 wireless router on a Comcast 25 mbps line. This connection has been working fine with this hardware for over a year.

I've tried the following troubleshooting steps:

-Unplugged and replugged in the modem and the router
-Tested another router I own
-Called Comcast and had them send a signal and reset my modem
-Tested my numbers on speed test and I'm getting a decent ping and the proper tier of speeds
-Tested the connection on multiple computer to make sure it was a software issue

All of these have not solved the problem at all and Comcast has been useless to say the least. The only issues I can think of are my modem is beginning to fail or my Comcast lines/connections are having an issue (Comcast is stating they don't see an issue). Any other recommendations?

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Joined Dec 2008
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#2
IF comcast don't see connection issues to ur house... try to rule out your own hardware issues.

switch off ur router and modem, give it a few mins, then switch back on.


when u do speed test (hardwired), do u see a difference between connection directly to ur modem vs wireless router (hardwired) vs wireless router (wifi)?


also, their outdoor wires might be pretty tough, but where the connection into the house might be a weak spot. Check there to make sure connections with ur house wires are solid and stays dry.
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Joined Aug 2008
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#3
have you checked your modem's signal numbers? ( put 192.168.100.1 in a web browser) - check the upstream power level and SNR in particular
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#4
As above, test connecting to the modem directly. Cables and rj-45 connections can fail. It isn't clear if these issues are affecting all devices on your network uniformly.

When things are acting up, try pinging something on your lan. Also add something like -n 100 to the command to send a higher number of pings.
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#5
Quote from slapshot136 View Post :
have you checked your modem's signal numbers? ( put 192.168.100.1 in a web browser) - check the upstream power level and SNR in particular
Upstream Power Level 45 dBmV
Downstream Power 4-5 dBmV
SNR 37-38 dB

This all seems to fall under the range of acceptable numbers for Comcast.

I tried path pinging Blizzard servers and got the following. Looks like something odd is happening at the 8th hop.


0 0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0%
0/ 100 = 0% |
2 14ms 1/ 100 = 1% 1/ 100 = 1%
0/ 100 = 0% |
3 17ms 0/ 100 = 0% 0/ 100 = 0%
0/ 100 = 0% |
4 17ms 1/ 100 = 1% 1/ 100 = 1%
0/ 100 = 0% |
5 18ms 5/ 100 = 5% 5/ 100 = 5%
0/ 100 = 0% |
6 24ms 2/ 100 = 2% 2/ 100 = 2%
0/ 100 = 0% |
7 21ms 0/ 100 = 0% 0/ 100 = 0%
0/ 100 = 0% |
8 27ms 0/ 100 = 0% 0/ 100 = 0%
100/ 100 =100% |
9 --- 100/ 100 =100% 0/ 100 = 0%
0/ 100 = 0% |
10 --- 100/ 100 =100% 0/ 100 = 0%
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#6
Quote from stars fan View Post :
Starting three days ago my internet has continually been disconnecting or giving me and insane ping on online games and VOIP calls. Interesting thing is that Netflix seems to stream fine, but Twitch keeps have video interruptions. Everything is running hard wired via ethernet chords. I'm running a Motorola SB6121 modem and a TP Link AC 1750 wireless router on a Comcast 25 mbps line. This connection has been working fine with this hardware for over a year.

I've tried the following troubleshooting steps:

-Unplugged and replugged in the modem and the router
-Tested another router I own
-Called Comcast and had them send a signal and reset my modem
-Tested my numbers on speed test and I'm getting a decent ping and the proper tier of speeds
-Tested the connection on multiple computer to make sure it was a software issue

All of these have not solved the problem at all and Comcast has been useless to say the least. The only issues I can think of are my modem is beginning to fail or my Comcast lines/connections are having an issue (Comcast is stating they don't see an issue). Any other recommendations?
Have you tried a wired connection directly to your modem without a router connected?
+ this will eliminate the issue of "is it a bad modem"
What speed test site are you using?
+ Try a variety - in the past ISPs have been known to game the system.
Have you updated the firmware on your router recently? Is the firmware up to date? Is it running custom firmware?
If you're running Windows what do you get when you run a ping to popular sites via command line?
+ open the command prompt (hit windows/start and just type "cmd" hit enter)
+ in command prompt type "ping google.com -n 10" hit enter
+ you can also expand the number of consecutive pings to send by changing the number 10 to a different number
+ changing "-n 10" to "-t" will run the ping check indefinitely until you force stop the ping using "ctrl c"

(The reason for running multiple pings and/or running indefinite pings would be to see if there's a huge change over a minute, etc. There's also software that can analyze all of that and give reports - but that's for another day.)

My guess is it's a failing modem. Or failing router(s).


Last resort before testing other/new hardware - factory reset the router. Factory reset the modem. Not a simple off/on. Full factory reset. Do router first, set it back up, check.
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#7
Quote from stars fan View Post :
Starting three days ago my internet has continually been disconnecting or giving me and insane ping on online games and VOIP calls. Interesting thing is that Netflix seems to stream fine, but Twitch keeps have video interruptions. Everything is running hard wired via ethernet chords. I'm running a Motorola SB6121 modem and a TP Link AC 1750 wireless router on a Comcast 25 mbps line. This connection has been working fine with this hardware for over a year.

I've tried the following troubleshooting steps:

-Unplugged and replugged in the modem and the router
-Tested another router I own
-Called Comcast and had them send a signal and reset my modem
-Tested my numbers on speed test and I'm getting a decent ping and the proper tier of speeds
-Tested the connection on multiple computer to make sure it was a software issue

All of these have not solved the problem at all and Comcast has been useless to say the least. The only issues I can think of are my modem is beginning to fail or my Comcast lines/connections are having an issue (Comcast is stating they don't see an issue). Any other recommendations?
Quote :
Have you tried a wired connection directly to your modem without a router connected?
+ this will eliminate the issue of "is it a bad modem"
What speed test site are you using?
+ Try a variety - in the past ISPs have been known to game the system.
Have you updated the firmware on your router recently? Is the firmware up to date? Is it running custom firmware?
If you're running Windows what do you get when you run a ping to popular sites via command line?
+ open the command prompt (hit windows/start and just type "cmd" hit enter)
+ in command prompt type "ping google.com -n 10" hit enter
+ you can also expand the number of consecutive pings to send by changing the number 10 to a different number
+ changing "-n 10" to "-t" will run the ping check indefinitely until you force stop the ping using "ctrl c"

(The reason for running multiple pings and/or running indefinite pings would be to see if there's a huge change over a minute, etc. There's also software that can analyze all of that and give reports - but that's for another day.)

My guess is it's a failing modem. Or failing router(s).

Last resort before testing other/new hardware - factory reset the router. Factory reset the modem. Not a simple off/on. Full factory reset. Do router first, set it back up, check.
If I were you I would reset the router to factory settings. [I believe that your router does not have a firmware update available at this time but don't take my word for it check HERE [surfboard.com]] Hopefully you backed up the router firmware earlier when everything was working perfectly. If you have such a backup use it to restore the router. If not then your job will be somewhat more complicated. If you have some custom settings you need to document them so you can duplicate them, doing this can save you a lot of time.

If you start to believe that your router isn't accepting your backup or custom configurations it may have been damaged by a transient power surge. Are you using a good quality power strip? How about a UPS backup battery? They are expensive but I love them.
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