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  • Internet drops intermittently, but consistently!!

    Posted on dmt_3904 Comment on the AskWoody Lounge

    Home Forums Networking – routers, firewalls, network configuration Internet drops intermittently, but consistently!!

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      • #2312733 Reply
        dmt_3904
        AskWoody Plus

        We moved to a new place in Sept.  Since then, the internet has been dropping out intermittently, every few minutes, hours, but consistently!  Very aggravating!  To make matters worse, our cellular service is bad, so we are using Wi-fi calling and when the internet drops – the call drops out.  Zoom calls freeze every few minutes, argh!!

        We have a Linksys ACS3200. Same router as in the other house.  The connectivity in the other house (which was MORE rural than here, it was an LTE wireless service) was fine.  No issues.  But from the day we moved here – constant drops!!  Our provider has been out several times.  They said their modem is fine – good signal. No drops. They replaced inside connectors.  They replaced the wire in the conduit to the house with a new cable, and on the pole too.  The last call, the tech had me change the router channel from auto to ch 149 and Width to 20 on the router.  Not that we have lots of other wifi’s around.  There shouldn’t be any interference!  Maybe it’s the microwave?  Or something else, but the appliances are not connected & they’re 14 years old. Same TV. Same devices.  I’ve since tried different channels – I don’t think that’s the problem, still dropping. We’re on the 5GHz band.

        I was going to look for a new router  – see if that fixes it.  Or if not, worst case – get the provider’s router – which would cost us $4.99/month, but if it fixes the problem that might prove something.  Their tech said their unit is a modem/router combo and the stand-alone modem we have is better.   I don’t know!!!  I have spent so much time on this – what else could it be??? Any suggestions?  Help! thanks : )

      • #2312737 Reply
        PKCano
        Da Boss

        Do your neighbors have the same problem?

        1 user thanked author for this post.
        • #2312739 Reply
          dmt_3904
          AskWoody Plus

          I haven’t asked them.  I didn’t think of that, but it’s a good idea.  I will ask.  ty.

      • #2312796 Reply
        PaulK
        AskWoody Lounger

        ” … the internet has been dropping out intermittently, every few minutes, hours, but consistently!”
        What are the min and max time-between-failures? How may drops per day?
        Have you noticed any correlation between a drop and ANYTHING ELSE occurring around you?
        Clarify – is it the Internet that is dropping, or a drop user-side of the Router (LAN, wireless)? Or both?
        Can you do a direct-connect of the/a computer to the modem, and wait for a drop?
        Can you display the Modem log to see what, if any, failure data there are?

        • #2312823 Reply
          dmt_3904
          AskWoody Plus

          What are the min and max time-between-failures? I have not timed it. I notice it when I am on the phone (wifi calling) and can no longer hear the other party nor can they hear me.  I’ve tried accessing a website while that is happening – it seems, I’d say less than to up to one minute.

          How may drops per day?  I haven’t counted.  Again – I notice it when I am on a phone call or a zoom call.  During zoom, my connection freezes seemingly every 5 to 10 minutes for about a minute.  I am not on the phone or devices all day, so it’s dropping and I don’t see it.  My provider said they put a device monitor on the connection today, I will follow up with them in a few days to see what they find.

          Have you noticed any correlation between a drop and ANYTHING ELSE occurring around you?  No.

          Clarify – is it the Internet that is dropping, or a drop user-side of the Router (LAN, wireless)? Or both?  I notice that my computer will drop the connection and say “no internet”.  Iphone drops wifi call and picks it back up on cellular only. It’s the LAN bc my if my husband is on a device at the same time, he will notice it too.  e.g. Youtube starts hanging up and clocking.

          Can you do a direct-connect of the/a computer to the modem, and wait for a drop? No but as I stated, the provider put a monitor on.  I noticed today when I was on the phone with a tech from internet provider – their modem has a flashing orange light on the back where the ethernet is plugged into the INTERNET port.  It was flashing continuously, until the phone call dropped and the light went out.  I could not hear what the tech was saying until it reconnected.  I asked him what that meant, I said doesn’t that indicate it’s coming from your side?  He kind of ignored it – he said that’s why he put the monitor on.  He also said, they have always said, they see a good signal to the modem and see no issues there.

          Can you display the Modem log to see what, if any, failure data there are? No, it’s not my device.  I checked my router logs – but they’re terrible!! No good info.  It could be much more descriptive – I once had a very basic DLINK and their log was great!!!

          • #2312846 Reply
            owburp
            AskWoody Plus

            Clarify – is it the Internet that is dropping, or a drop user-side of the Router (LAN, wireless)? Or both? I notice that my computer will drop the connection and say “no internet”. Iphone drops wifi call and picks it back up on cellular only. It’s the LAN bc my if my husband is on a device at the same time, he will notice it too. e.g. Youtube starts hanging up and clocking. …

            Can you do a direct-connect of the/a computer to the modem, and wait for a drop? No but as I stated, the provider put a monitor on. …

            To be realistic, PaulK’s two questions need to be fully answered in order to properly troubleshoot your problem. Otherwise all you are doing is guessing and potentially throwing money at the problem needlessly trying to solve it.

            Troubleshooting requires a narrowing down of where the problem is actually located. PaulK’s question attempts to help you do that and the fastest way to do it is what he suggests, which is a direct connect of a computer to particular points in the signal path.

            Find, borrow or buy an Ethernet cable and connect one of your computers to, for example, the back of the router. Boot the computer and see if the Internet signal stays up consistently.

            If it does, then the signal is fine coming into the house, going through the cable modem, through the house wiring, through the inside connectors, through the router to the Ethernet connector and into your computer. The problem then is narrowed down to the wifi signal coming out of the router. That then becomes your next step in troubleshooting.

            If it does not, in other words, the Internet drops off, then you have to move the Ethernet cable and computer over to where the modem is and connect the Ethernet cable directly to the back of the cable modem (frankly, I would have started there if it were me but I’m trying to save you some time and energy). Once again, boot the computer and see if the Internet signal stays up consistently.

            The process that I am suggesting allows you to narrow down where the signal is dropping off and thus eliminating which of the hardware/wiring that is good from what is suspect.

            3 users thanked author for this post.
            • #2312847 Reply
              dmt_3904
              AskWoody Plus

              ok thanks, I’ll give it a try and report back.

            • #2312964 Reply
              dmt_3904
              AskWoody Plus

              Plugged laptop into the back of the router.  Testing 1, 2, 3………

              • #2313165 Reply
                dmt_3904
                AskWoody Plus

                I have not had any lengthy phone calls or zoom calls since plugging in the laptop.  We had a short zoom call yesterday and it seemed to work better, with the laptop plugged into the router.  It froze once, but my husband said he hit something on the keyboard, but I couldn’t tell what happened, I didn’t see what he hit!!  My last zoom call froze every few minutes and this one did not.  It froze once.  So maybe it is the router.  Could be something about this router with this modem.  It’s just such a coincidence to have the router fail at the same time we move to a new connection.  But, stranger things have happened.

        • #2312868 Reply
          PaulK
          AskWoody Lounger

          Concerning the modem:
          – What make and model is it?
          – What are the ‘normal’ lights/LEDs that are on (and what color) when everything is fine?
          — That is, what are the labels on these lights?
          – Which, if any, is blinking when there is normal traffic? Or no traffic / all the time?
          – Which, if any, of these is/are different when there is a problem? A difference may be in color, in steady vs. flashing (if flashing/blinking: slowly or rapidly?), or just off?

          You mentioned a TV.
          – Is your cable ‘internet only’, or is this a cable system that also feeds the TV(s?)?
          – Does the coax cable that comes into the house go directly into the back of the modem, or is it connected to a splitter first?
          – If there is a splitter, into what device does the other cable go?

           

          • #2312943 Reply
            dmt_3904
            AskWoody Plus

            Concerning the modem:
            – What make and model is it?  It is a Hitron Technology EN2251.  It is from my internet provider.

            – What are the ‘normal’ lights/LEDs that are on (and what color) when everything is fine? One orange blinking light on the back next to the ethernet port.  I noticed that light went out when the connection dropped the other day while I was on the phone with the tech
            — That is, what are the labels on these lights? There is an ethernet port.  It says “Internet”  The blinking orange light is to the right of the port.  No other lights.  There is a cable port above it (that has the coax cable plugged in) and a power port below.  That’s it. Very minimal.
            – Which, if any, is blinking when there is normal traffic? Or no traffic / all the time? Orange light blinking continuously. 
            – Which, if any, of these is/are different when there is a problem? A difference may be in color, in steady vs. flashing (if flashing/blinking: slowly or rapidly?), or just off? The light went out.  No blinking. (Doesn’t that prove it’s on ‘their’ side?  The provider said they see no drops on their modem, of course)

            You mentioned a TV.
            – Is your cable ‘internet only’, or is this a cable system that also feeds the TV(s?)?  Internet only. We have satellite TV.
            – Does the coax cable that comes into the house go directly into the back of the modem, or is it connected to a splitter first?  It comes into the basement, a splitter then to the wall port in the dining room upstairs.
            – If there is a splitter, into what device does the other cable go? There is another cable, but it’s not being used.  The tech got rid of it when he ran a new line. We have a new cable from the house to the pole and new wiring on the pole. Also all new connectors in the house.

            • This reply was modified 2 weeks, 1 day ago by dmt_3904.
            • #2313044 Reply
              owburp
              AskWoody Plus

              PaulK’s question “What are the ‘normal’ lights/LEDs that are on (and what color) when everything is fine?” refers, I believe, to the LEDs on the front panel of the modem. Based on what I see at the hitron-americas.com website for this modem, the LEDs should be (top to bottom) Power, DS, US, Online, Voice, Battery. Next time you lose the Internet connection, check those LEDs and see specifically if the Online light is lit.

              • #2313159 Reply
                dmt_3904
                AskWoody Plus

                PaulK’s question “What are the ‘normal’ lights/LEDs that are on (and what color) when everything is fine?” refers, I believe, to the LEDs on the front panel of the modem. Based on what I see at the hitron-americas.com website for this modem, the LEDs should be (top to bottom) Power, DS, US, Online, Voice, Battery. Next time you lose the Internet connection, check those LEDs and see specifically if the Online light is lit.

                This modem only has two front panel LEDs – Online and Power.  I can check the online light next time it drops.  I don’t notice it as much when surfing, though it does hang up.  It is most noted when on a phone or zoom call.  It may take a few days. thanks.

                 

                 

        • #2313160 Reply
          dmt_3904
          AskWoody Plus

          The modem only has one port.  That would make it hard to leave my computer directly connected for days – essentially cutting of the wifi.  I am plugged into the router and watching for drops.

        • #2313772 Reply
          dmt_3904
          AskWoody Plus

          Amber light came on router – internet went out –  website not accessible – so confirmed it is both wired and wireless.

      • #2312866 Reply
        CADesertRat
        AskWoody Plus

        dmt_3904 and owburp are correct. I have wireiess with an antenna on the roof to an Access Point and a small modem inside the house so whenever I have problems with slow/intermittent access, my ISP always blames my router first and say’s that all looks fine.

        The next thing I do is unplug the router from the small modem and plug one of my computers directly into the modem. If I still have the problem I call the ISP back and tell them that they have a problem. That eliminates my router from the equation. I’ve solved many ISP disputes by doing that.

        Good luck.

        Don't take yourself so seriously, no one else does 🙂
        4 Win 10 Pro at 1909 (3 Desktops, 1 Laptop).

        1 user thanked author for this post.
        • #2312945 Reply
          dmt_3904
          AskWoody Plus

          Thank you all for your help. I will try some of the troubleshooting steps mentioned here and report back.  It will be a couple of days bc the connection works fine until it drops and I have no idea when that will be, but I will need to sit with the laptop plugged into the router and/or modem and see what happens.  I notice it most when I am talking on the phone and the call drops or ZOOMing.  That freezes constantly!!!  What I can do is run to the computer when I notice a call drop or I have, on occasion, not been able to access a website.  And,  I have noticed when it crops up, my wireless connection on the laptop will show “No Internet”.  So I just have to try to catch it……..stay tuned : )

          • This reply was modified 2 weeks, 1 day ago by dmt_3904.
      • #2312949 Reply
        doriel
        AskWoody Lounger

        Hello, I hope I do not join this conversation too late 🙂
        Its always best to know what is happening around. You must start with environment analysis (see on what channels neighbours broadcast and see, if channels are static, or changing sometimes. It takes few days.
        Then you can select correct channel to broadcast your WiFi. Autoswitching channels is just not right. You technician could be right, but it did not solve your problem.

        Microwave can crash your WiFi, I saw that before, but only when heating your food. If turned off, it cant.

        Also I am missing one information
        – Does the router lose the connection itself, or does you devices disconnect/lose internet?

        Dell Latitude E6530, Intel Core i5 @ 2.6 GHz, 4GB RAM, W10 1809 Enterprise

        HAL3000, AMD Athlon 200GE @ 3,4 GHz, 8GB RAM, Fedora 29

        • #2312950 Reply
          doriel
          AskWoody Lounger

          If you know that your channel is selected correctly and it is not overlapping with neighbours and problem persists, its something else.

          In the past, program InSSIDer was free. You cam map WiFis with that. Free is version 2.1.6
          You can try to google and download it.
          This should be an output, please post it here so we can tell, it its interference problem or something else.

          inssider

          Please note that I have only 2,4GHz networks.
          Please also note, that is not problem more SSIDs on the same channel, the problem can be, if two neighours are overlapping each other.

          Dell Latitude E6530, Intel Core i5 @ 2.6 GHz, 4GB RAM, W10 1809 Enterprise

          HAL3000, AMD Athlon 200GE @ 3,4 GHz, 8GB RAM, Fedora 29

          Attachments:
        • #2312955 Reply
          dmt_3904
          AskWoody Plus

          Hello, I hope I do not join this conversation too late 🙂 No not too late! I accept all help offered 🙂
          Its always best to know what is happening around. You must start with environment analysis (see on what channels neighbours broadcast and see, if channels are static, or changing sometimes. It takes few days.  Ususally, I see 4-5 other wifi networks.  We are in a rural area.  How do I know what channels they are on?
          Then you can select correct channel to broadcast your WiFi. Autoswitching channels is just not right. You technician could be right, but it did not solve your problem.

          Microwave can crash your WiFi, I saw that before, but only when heating your food. If turned off, it cant. Right not running when it crashes.

          Also I am missing one information
          – Does the router lose the connection itself, or does you devices disconnect/lose internet?  All the devices lose their connection – at the same time, so it appears the internet is dropping.  I was just on a call when it happened and I noticed the “internet” light on the router went amber – meaning no internet detected. 

          • This reply was modified 2 weeks, 1 day ago by dmt_3904.
          1 user thanked author for this post.
          • #2313081 Reply
            doriel
            AskWoody Lounger

            All the devices lose their connection – at the same time, so it appears the internet is dropping.

            According to symptoms, it does not seem as incorrect channel. Connection seems stabel, internet is missing. It seems more like “incomming signal” error (ISP issue), or broken router. May be worth trying another one.

            Now I am thinking about ISP quality. What is you connection? Satelite or Cable? Maybe your cable is too long (over 90m)?
            I would defintelly ask ISP technician to come to solve my issue. You are paying them money for the serviece, that is unreliable at the moment.

            Dell Latitude E6530, Intel Core i5 @ 2.6 GHz, 4GB RAM, W10 1809 Enterprise

            HAL3000, AMD Athlon 200GE @ 3,4 GHz, 8GB RAM, Fedora 29

            • #2313162 Reply
              dmt_3904
              AskWoody Plus

              I guess it could be a broken router, but it was working fine until we moved 3 months ago – problem started w/new ISP.  However, things work until they don’t!  The cable is long, I don’t know the length, but the ISP replaced it with a new, good quality cable.  This is a cable connection.  Our ISP has been out twice to try to resolve – I can’t blame them bc they did do some work here – new cable underground and aerial, new connectors.  I may just search for a new router or ask them to provide me with their router.  They offer a modem/router combo unit, for which customer pays $4.99/month.  I don’t want to pay forever, but it could prove things out and then I can blame them!!! 🙂  I have to find out if I can get it, prove it and then cancel.  Or I buy a new router and see if that fixes it.  They could still blame my equipment.

              1 user thanked author for this post.
              • #2313711 Reply
                doriel
                AskWoody Lounger

                I feel sorry, that your ISP as problem solving your issue, but its good, that they try! 🙂
                I also have route from my ISP. They offered the model, that is adequate for my connection.
                It should be best solution to replace modem they recommend, you dont need to think about what model to purchase. With new router, you can be sure that router is not to blame (if outages continue to appear).
                I bought router from my ISP for approx. 25 USD (TPLINK TL-WR940N).

                Dell Latitude E6530, Intel Core i5 @ 2.6 GHz, 4GB RAM, W10 1809 Enterprise

                HAL3000, AMD Athlon 200GE @ 3,4 GHz, 8GB RAM, Fedora 29

                1 user thanked author for this post.
              • #2313712 Reply
                dmt_3904
                AskWoody Plus

                That is true once I have their router it should solve the issue or force them to solve it. But, they charge a router rental fee of $4.99 per month.  That will add up after a few years!

              • #2313717 Reply
                doriel
                AskWoody Lounger

                Agreed, seems little bit too much pay few years 5USD per month. bus as stated:

                it should solve the issue or force them to solve it.

                One must be wise these days 🙂 I apologize. In previous post I had typo, I purchased that modem for 55 USD, not 25.
                Ask them if you can purchase that moden in once – not charge monthly – then the prize should be more user friendly. If not, you have no other option I think.

                Dell Latitude E6530, Intel Core i5 @ 2.6 GHz, 4GB RAM, W10 1809 Enterprise

                HAL3000, AMD Athlon 200GE @ 3,4 GHz, 8GB RAM, Fedora 29

      • #2312960 Reply
        cyberSAR
        AskWoody Plus

        Had an issue just like this a couple years ago. Turned out to be the power adapter on either the modem or router was weak (sorry, can’t remember which one). Remember the device was only approx 1-year old. Replaced the adapter and no more issues.

        1 user thanked author for this post.
        • #2312962 Reply
          dmt_3904
          AskWoody Plus

          I don’t know what the power adapter is, do you mean the power cord that comes out of the back of the device?  It has a large head that plugs into the outlet – I assume that is the adapter??

          • #2312966 Reply
            cyberSAR
            AskWoody Plus

            That’s correct. It’s a transformer. Just match the voltage. The wattage/amperage can be higher.

      • #2313060 Reply
        Paul T
        AskWoody MVP

        Our provider has been out several times.  They said their modem is fine – good signal. No drops

        I was just on a call when it happened and I noticed the “internet” light on the router went amber

        It seems your router is the issue, but it may be the connection to the modem or the modem itself.

        If you connect to the router and check the logs when it has no internet connection, what does it show?

        cheers, Paul

        • #2313198 Reply
          dmt_3904
          AskWoody Plus

          So this is interesting.  I called a friend – Iphone on Wifi calling.  I mentioned to her that I’ve been having connectivity problems and the call may drop, which it did while I was saying that!  I was watching the router – the ‘internet’ light turned amber as the call dropped.  The ‘online’ light on the modem did not go out.   My phone went to cellular – the signal is not great, ergo, the wifi calling.  I bumped the wifi to get the phone back on wifi calling.  I saw the amber light come on a couple times and the call dropped again.  Fortunately, I was able to complete my conversation on cellular.  I then got the phone back on wifi calling and called another friend. Same thing happened!  I was watching the router the entire time I was on first phone call – 1 hour & 17 minutes.  I did not see the internet drop once the call was on cellular.  Could it be wifi calling???? Why?  We did not use wifi calling in the other house, we had good cell signal, which would explain why it started once we moved here.

          I checked the router log, but it has no information.   No descriptive info that I can tell.

          • This reply was modified 2 weeks ago by dmt_3904.
          • #2313203 Reply
            owburp
            AskWoody Plus

            Ah! That IS interesting. And it’s a big clue that would be even bigger if at the time the wifi call dropped you checked the computer that was directly connected to the router by Ethernet cable. Because, if the computer stayed online while the wifi call dropped, then we can say that the Internet signal is fine all the way through the router and the problem is confined to your wifi signal.

      • #2313202 Reply
        owburp
        AskWoody Plus

        If you have the time and the patience to continue along the troubleshooting strategy of narrowing down where the problem is, may I suggest giving the “Ethernet cable direct to router” test a day or two longer? My reasoning here is that if the intermittent problem disappears when the computer is directly connected to the router, then we have a major clue to put in our pocket — that being the Internet signal is good from the ISP’s outside connection thru the inside cabling thru the cable modem thru the wire to the router and a part of the router itself. Having narrowed down in the path where the signal is good, we can eliminate those components from our search and we can focus on just those parts that we have not tested yet.

        Does that make sense?

        Allow me to rant a bit on different strategies for fixing things. Back when I was in the biz, I observed techies work on problems with two general approaches — troubleshooting and shotgunning. The shotgunners would throw multiple “fixes” (much like a shotgun that scatters buckshot) at the problem hoping one would stick; those who were good at it intuitively followed their gut and whatever experiences they might had with similar problems, but many/most shotgunners didn’t seem to want to take the time to understand the circuitry or how it worked. The troubleshooters sought to understand the equipment, what the various major components did in the scheme of things, narrow the problem down to a particular area and spend their energies focused on figuring out which part required replacing (kind of like what a marksman does with a scope on a rifle). Both approaches work, eventually, and both require time and energy. You just have to figure out which works for you. The choice is personal and it’s always up to you. In the end, it all comes down to that old saw: Know Thyself.

        1 user thanked author for this post.
      • #2313212 Reply
        dmt_3904
        AskWoody Plus

        Oh yes, definitely. We’re in semi-isolation** 🙂 🙂 and I have some time and a ‘little’ patience.

        I didn’t think to jump on the computer at the time it was happening.  I have to plan an explicit test (not a phone call to a friend) so I can check the computer.  Tomorrow is not good – other things going on.  And Sunday, well Sunday is football! But not all day, so maybe Sun. or Mon.   I will report my findings.  I would rather troubleshoot than have a shotgun approach.  If I get a new router – it may solve the problem, maybe not.  I reported what I saw and what I think happened, but that doesn’t mean it is on target.  I believe the internet light on the router did not go amber while I was talking on the cellular and it dropped while on wifi calling.  But I would like to try to ensure that is indeed what is happening.  Thanks!!  I appreciate the help.

        **Not at all on topic – but on everyone’s mind….we are not going out much, not eating out, not visiting a lot of places or friends.  COVID is going up rapidly here  – community spread & in small groups. People are gathering, spreading it, going out into the community spreading it more, back to small group, round & round.  just trying to do our part, lay low and not promote the spread. Got us a small turkey and we’ll be home, just the two of us, for Thanksgiving this year.  It’s just the way things are right now and it’s ok, we’ll get through it.

      • #2313558 Reply
        PaulK
        AskWoody Lounger

        The first post says that your router is “Linksys ACS3200”. I’m not able to find this specific model. Is it perhaps an EA9200? What was the internet line speed at the former house?

        Maybe there is a connectivity issue between the router and the Hitron EN2251 modem. This modem is a 2.5G model. The highest speed that I find listed for Linksys routers is 1G (1000M). But this is the Ethernet speed (LAN-side); I’m not familiar enough with specifications to know if this highest-speed also applies to the upstream side.

        As I read through the difficulties listed, the reports frequently mention Zoom, which may be data-burst intensive. Could it be that the router is losing synchronization with the (higher speed) modem? The ‘down-time’ interval perhaps is the time needed to re-synchronize.

        Concerning the modem, there also is ambiguity in the documentation that I can find.
        The photo here shows 8 front-panel indicators. But the photos here and here don’t.

        Do you experience dropouts when Zoom, or other high-data-rate usage (gaming?) is not active?

        Ideas to pursue:
        1 – What data/conclusions/suggestions are coming from the ISP monitoring?
        2 – Ask the ISP tech if the router is compatible with the modem, speed-wise.
        3 – Have your line provisioned at 1000M, not 2500M (if this is possible). (Lower rate.)
        4 – Trade-down the EN2251 for a lower-speed model. (Lower rate.)
        5 – Purchase – for evaluation – a router rated at 2.5G. (Return if it doesn’t work).

        • #2313565 Reply
          dmt_3904
          AskWoody Plus

          The first post says that your router is “Linksys ACS3200”. I’m not able to find this specific model. Is it perhaps an EA9200? No, I wrote wrong model, sorry, it’s this -Linksys WRT3200ACM AC3200 MU-MIMO Gigabit WiFi Router

          What was the internet line speed at the former house? Less than here!  It was an LTE wireless service, about 25mbps.  It worked great!!  Here it’s cable internet, about 92 mbps, but somehow it doesn’t feel faster.

          Maybe there is a connectivity issue between the router and the Hitron EN2251 modem. This modem is a 2.5G model. The highest speed that I find listed for Linksys routers is 1G (1000M). But this is the Ethernet speed (LAN-side); I’m not familiar enough with specifications to know if this highest-speed also applies to the upstream side. What speed are you referring to? I could not find it I. The specs.  I can check with my isp and linksys on this issue.

          As I read through the difficulties listed, the reports frequently mention Zoom, which may be data-burst intensive. Could it be that the router is losing synchronization with the (higher speed) modem? The ‘down-time’ interval perhaps is the time needed to re-synchronize.  I guess at this point could be something with the modem.  That is a new element. All my devices  are the same. 

          Concerning the modem, there also is ambiguity in the documentation that I can find.
          The photo here shows 8 front-panel indicators. But the photos here and here don’t.

          Do you experience dropouts when Zoom, or other high-data-rate usage (gaming?) is not active? Zoom is where I notice it most due to freezing.  Also calls dropping when on WiFi calling.  I did find suggestions online  that WiFi calling drops when there is a cellular signal and it said to go to airplane mode.  I tried it, but the call dropped after about 10 minutes on WiFi calling.  We don’t do any gaming ; ) Sometimes YouTube will buffer. 

          Ideas to pursue:
          1 – What data/conclusions/suggestions are coming from the ISP monitoring?  Nothing!  They said they don’t see any drops on the modem, of course!
          2 – Ask the ISP tech if the router is compatible with the modem, speed-wise. Ok
          3 – Have your line provisioned at 1000M, not 2500M (if this is possible). (Lower rate.) Don’t know.  I can check.
          4 – Trade-down the EN2251 for a lower-speed model. (Lower rate.) this what isp gave me.  I could ask for a different modem but they probably don’t have too many other choices, if any. 
          5 – Purchase – for evaluation – a router rated at 2.5G. (Return if it doesn’t work).I was going to look for a new router.

          thank you for your help!

          • #2313583 Reply
            GoneToPlaid
            AskWoody Plus

            Your Linksys router’s WIFI may be flaky. I have had a TWC modem/wireless router for 8 years. Its wireless totally died last week and I need to replace it. Over the past year I had noticed that at random times that my cell phone was not connected to my home wireless. Most of the time I simply reconnected. It turns out that the wireless in the router was dying. You might want to try your cable provider’s combo modem/router.

            • #2313707 Reply
              dmt_3904
              AskWoody Plus

              Thanks.  I have considered trying my ISPs router.  But that’s a rental charge of $4.99 per month. And I’m sure that rate will go up over time.  After a couple years you could buy a very expensive router.  I have to think about it and find out what model router the isp will supply.  My primary  concern with the router is security.  I want to be able to control basic security settings. I would like a guest network that is able to be secured.  The linksys guest network is like you see in a hotel when you log onto the Internet – I don’t think it’s secure.  I’d also like a router that has a good log – the Linksys has no information in the log!  These were some options I researched.  Price is a concern I don’t want to spend more than $200, preferably up to $150.  We are not gamers.  Just surfing, streaming.

              TP-Link Archer AX50
              Archer C7 AC1750
              TP-Link Archer C1900
              Synology RT2600ac
              Netgear Nighthawk X10 AD7200

              any other suggestions out there?

      • #2313588 Reply
        anonymous
        Guest

        Linksys. If it’s older than a year or two, could very well be your problem. They are hit and miss in my experience. They either last forever or not long at all in the cheaper model lines. I’ve gotten away from using them because of issues.

        • #2313709 Reply
          dmt_3904
          AskWoody Plus

          Thank you I think that’s what it’s coming down to – replace the router and hope for the best!

          My router is not a cheaper model but it is a few years old.  They are still selling this model, but I won’t buy another Linksys – what router do you have?

          • This reply was modified 1 week, 4 days ago by dmt_3904.
      • #2313729 Reply
        Paul T
        AskWoody MVP

        I want to be able to control basic security settings. I would like a guest network that is able to be secured.

        That is pretty much any recent router. Your Linksys is a good router with all the bits you need.

        Guest networks are secure if you are using WPA2, they just don’t talk to your main network.

        If you want router logs you have to save them off router – run a free syslog server on your PC. The manufacturers don’t include enough permanent storage for log files.

        Have you actually worked out if it’s your router that is the problem?
        Can you connect to the router web server when the internet drops out? If so what is the status?

        cheers, Paul

        • This reply was modified 1 week, 4 days ago by Paul T.
        • #2313732 Reply
          dmt_3904
          AskWoody Plus

          If you want router logs you have to save them off router – I turned logging on.  It’s just not very descriptive.

          Run a free syslog server on your PC. The manufacturers don’t include enough permanent storage for log files. This is another thing I will have to check out – I am not familiar with how it works.

          Have you actually worked out if it’s your router that is the problem? No. I don’t know what the problem is.  It’s very random.  For example, right now I am on hold on a phone call, on Wifi calling.  Laptop is plugged into the router.  I can see the lights on the front.  The call does not drop immediately, therefore, I do not think wifi calling is causing drops.  After a random amount of time, the amber ‘internet’ light come on – internet drops, wifi call goes to cellular.  It’s only about 2 – 5 seconds,  (but it is consistently happening throughout the day).  I try to jump on a website on the laptop if I am quick enough. I did get a site not reachable twice, but it’s so fast that I can’t confirm.   I think it drops both wired & wireless.  What does it mean if wired & wireless both drop vs. wireless only?

          Can you connect to the router web server when the internet drops out? If so what is the status? Sorry don’t understand.  What/where is the router web server?  You mean logon to the router interface? 

      • #2313735 Reply
        Paul T
        AskWoody MVP

        What does it mean if wired & wireless both drop vs. wireless only?

        Depends on the reason, but it points to an internet service problem or router WAN port issue.

        You mean logon to the router interface?

        Yes. Then you can see what the router thinks is the problem.

        Have you performed a full router reset by holding the reset button in for 10 seconds? Note: you will have to set the router up again.

        cheers, Paul

        p.s. to quote a part of a post, highlight the bit you want to quote and click the Quote button in the bottom right corner.

        • #2313738 Reply
          dmt_3904
          AskWoody Plus

          Have you performed a full router reset by holding the reset button in for 10 seconds? Note: you will have to set the router up again

          No, but I will.

          p.s. to quote a part of a post, highlight the bit you want to quote and click the Quote button in the bottom right corner.

          like this ? ; ) thanks

          • This reply was modified 1 week, 4 days ago by dmt_3904.
          • This reply was modified 1 week, 4 days ago by dmt_3904.
      • #2313736 Reply
        Paul T
        AskWoody MVP

        Does the router fail only when you are on an internet call? If so it may be an issue handling the outgoing data.

        cheers, Paul

        • #2313742 Reply
          dmt_3904
          AskWoody Plus

          I notice it when I am on an internet call bc the call drops.  I need to pay attention to it when just surfing or streaming.  Also – notice it on Zoom bc that freezes constantly.  Have not had a zoom call in a bit.  We watched a movie on Amazon couple days ago and it never buffered…….

          If it is an issue handling outgoing data, what does that mean?  I am watching the router for the next few days – with laptop plugged in.  I am trying to jump on a website when amber light comes on.  I will do a factory reset on the router.  I am leaning toward just buying a new router – but I don’t know if that will fix it.

        • #2313751 Reply
          dmt_3904
          AskWoody Plus

          Ok so I was not on a call, amber internet light came on.  My husband was on wifi youtube, he did not notice it.  I tried to go to a website, but by the time I got there, the internet was back!  It is generally a very quick outage – but you notice it when on a phone call.  Occasionally it will hang while surfing – it depends on how long the internet is out – usually only lasts a few seconds – but it is enough to be an annoying nuisance and it does sometimes greatly impact the quality of the service. Plus, we need wifi calling, cellular signal is bad.  Based on this, it does not seem to be associated to being on the phone – wifi calling or cellular.  It appears to be intermittent, quick internet drops – wired & wireless.  So – you said isp or wan port.  My isp isn’t going to claim any responsibility.  I’ll reset the router later and report back.  I am working on a little project right now and can’t do reset.

      • #2313784 Reply
        anonymous
        Guest

        I had problems similar to yours a couple of years ago. Modem and router both were replaced and still had problems. ISP spent 2 days trying to figure out what was wrong. Someone finally got the idea to clear the iptables associated with the account, and that fixed the problems. It may not have anything to do with the problems you are having, but thought I’d mention it.

        • #2313801 Reply
          dmt_3904
          AskWoody Plus

          thank you, it’s worth a try!   So how did that work, your isp cleared the table and your router/devices simply reconnected? Or did you have to take any action?

          • #2314117 Reply
            anonymous
            Guest

            The isp cleared it on their end. After they cleared it, everything reconnected and didn’t have any further issues. Saw your post further down that someone finally saw a problem with modem. Hope that solves it, I know how frustrating it can be.

            1 user thanked author for this post.
      • #2313800 Reply
        cyberSAR
        AskWoody Plus

        If it were me I would spend the $5/month for the ISP router.  That puts the monkey squarely on the ISPs back and they can’t blame “your” router. That works out to about 40 months when purchasing a $200 router. After it’s all fixed you can cancel their router (I’m assuming they call it wireless fee) and replace with your own.

        • #2313803 Reply
          dmt_3904
          AskWoody Plus

          Yes, I agree, but I was thinking to try fixes in this order, assuming it isn’t fixed along the way:

          1. clear the ip table.
          2. reset router to factory settings.
          3. buy a router that I can return.
          4. get ISP router

          If I get their router first, I won’t know if that fixed it for sure, although if it’s not fixed with their equipment – it proves it is their problem.

          But, if I get their router and it’s fixed immediately, what does that prove?  It could still have been that my router was a problem…..right?  Sorry, I need a little help understanding, thanks.

          • This reply was modified 1 week, 4 days ago by dmt_3904.
          • #2313814 Reply
            cyberSAR
            AskWoody Plus

            Who knows? If it works with their router it could be coincidence. But you could always replace theirs with your old one to test before canceling their wireless router service.

            I’ve just seen so many ISP blame the customer. I once purchased a modem to prove a cable company provided modem was bad after giving their customer the runaround for 6 months or so. After the new modem worked they admitted it and gave her 1 year of credit.

            • #2313820 Reply
              dmt_3904
              AskWoody Plus

              So guess what!! I called my ISP back – was going to ask them to flush ip table, and was speaking to the tech about the issue and he says he sees a modem problem!!! Not one of the techs up to now(and I’ve spoken to about 8 of them since 11/2) said they see a modem problem, even with the monitor.  Tech says he sees 160 drops over the last 8 weeks!! AAAAAAAAh you are right about isp’s.  I have spent hours trying to resolve this = with the help of you all, thank you so much!  I asked for a service credit, but he said wait – they are sending a tech out to replace the modem. And then I can ask for a full credit.  I am going to a. Hope this fixes it  and b.  Ask for credit for my time,  all your time 🙂 (just kidding) and the outages.  But seriously – NOW they see a modem problem??!!

              2 users thanked author for this post.
              • #2313830 Reply
                cyberSAR
                AskWoody Plus

                We see that a lot. Hard to say if it’s techs that don’t care and expend effort or if they just don’t know what they are doing. We see both out here. Really a darned shame! Hope it gets worked out for you in a timely fashion.

      • #2315507 Reply
        dmt_3904
        AskWoody Plus

        Well, thanks everyone for all your help here!! Turns out, it was my ISPs modem!!!! The last time I called, the tech said he saw the modem dropping repeatedly.  Funny, no one said that all the other times I’d called, even when they had a monitor on the modem!  I mean really, what’s the point of having a monitor and why did no one else see the drops???? Ugh. We’ve had several days of no phone call drops while on wifi calling, had a couple zoom calls – no freezing and internet is faster, smoother – and I’m thankful for that.

        I called provider billing to ask for service credit and was offered about $23, which I said was an insult after all the time I’d spent trying to troubleshoot this and their inability to figure out it was their modem, but the rep said she was only allowed to offer credit for the time our service was out – which was CONSTANT but only a few seconds at a time.  I asked for a supervisor and he said he could only offer me $20 on top of the $23.  So I took it and am happy to get it and just happy it’s working. Thanks again.

         

        2 users thanked author for this post.
        • #2315512 Reply
          Bob99
          AskWoody Plus

          So, did they also replace your modem with a new one, or just push some kind of update to your troublesome one to get it to behave?

        • #2315516 Reply
          cyberSAR
          AskWoody Plus

          Glad you got it sorted. Merry Christmas! Guess it’s not too soon? 🙂

          • #2315517 Reply
            dmt_3904
            AskWoody Plus

            It’s never too soon to receive a gift 🙂  thanks!

      • #2315624 Reply
        Paul T
        AskWoody MVP

        This problem is interesting because if you weren’t using internet phoning you may never have discovered the issue.
        Phone calls are time sensitive because the data can’t be buffered, like a video stream or web page. This is why we use QOS for IP telephony, giving the phone traffic priority over everything else.

        cheers, Paul

        • #2315662 Reply
          dmt_3904
          AskWoody Plus

          Yes, that’s very true, voice traffic cannot tolerate drops.  I remember a few details about QOS from my days spent working in networking in the early 90s, when VOIP was just emerging.

          Intermittent hits on our internet while surfing, although annoying, are tolerable.  But it’s impossible while trying to have a phone conversation – you just can’t do it with constant drops, so that is where I noticed it most & in this case, zoom too.

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