Trying to track down intermittent Internet Drops/No Connection - Time Warner Internet

#1
This question is about "Trying to track down intermittent Internet Drops/No Connection", with Time Warner Cable internet and apps. I'm trying to track down the source of intermittent disconnects/no connection type issues. Mostly happens from wireless devices where you are browsing a web site fine, then page won't load, then it loads on second try. I have recently upgraded to a Netgear Orbi router and the symptoms did not change.



  1. Your location. city, state, zip. Single or multi family complex. Marysville, OH 43040, single family home in rural area
  2. Services you get from TWC: Internet only
  3. Make and model of modem: Zoom 5730
  4. Make and model of router(s): Netgear Orbi RBR20
  5. Firmware level in modem (or, post modem page): 5370-5.5.10.1
  6. Confirm modem is Online or report otherwise. Modem is online
  7. What are your purchased speeds? What are results from Spectrum speed test. down, up, ping, jitter? 100mb/10mb, speedtest consistently 110+ down/11+mb up
  8. List symptoms using a wired (not wireless) connection with date and time and any repeating pattern: Brief disconnect/no connect/no response issues. Pingplotter showing second hop in TimeWarner consistently jumping into 300+ms latency (see screenshots)
  9. Modem's signal, downstream and upstream, and event log pages. usually accessed at 192.168.100.1 or 192.168.0.1 (see below)
  10. Description of your cable wiring from street and throughout house, include splitters, devices, cable type (rg6, rg59) and age, etc. and specifically the where the modem attaches. New service lines ran 2016 from street all the way to the modem. One splitter outside (can be bypassed though as not needed without TV service) and one union inside the house
  11. Description of ethernet network from modem’s ethernet port to router(s) and to any additional devices including cable type, e.g., cat5, cat5e, cat6, etc.: Cat 6 - new cable
  12. Any recent or coincident changes or upgrades to your system, or any neighborhood changes. The problems seemed to get worse when we went from 50mb/7mb to 100mb/10mb about two months ago.


    PingPlotter:


    Modem Details (total correctables seems really high, modem was rebooted about 16 hours ago):
    Startup ProcedureProcedureStatusComment
    [TABLE]

    Acquire Downstream Channel

    699000000 Hz

    Locked


    Connectivity State

    OK

    Operational


    Boot State

    OK

    Operational


    Configuration File

    OK

    ?xxxxxx


    Security

    Enabled

    BPI+

    [/TABLE]


    Downstream Bonded ChannelsChannel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
    [TABLE]

    1

    Locked

    QAM256

    21

    699000000 Hz

    -2.2 dBmV

    39.8 dB

    2921

    0


    2

    Locked

    QAM256

    3

    591000000 Hz

    -3.3 dBmV

    39.6 dB

    4693

    0


    3

    Locked

    QAM256

    4

    597000000 Hz

    -2.7 dBmV

    39.7 dB

    4738

    0


    4

    Locked

    QAM256

    5

    603000000 Hz

    -2.0 dBmV

    39.9 dB

    4925

    0


    5

    Locked

    QAM256

    6

    609000000 Hz

    -2.4 dBmV

    39.9 dB

    4268

    0


    6

    Locked

    QAM256

    7

    615000000 Hz

    -2.5 dBmV

    39.8 dB

    4158

    0


    7

    Locked

    QAM256

    8

    621000000 Hz

    -1.5 dBmV

    40.0 dB

    3276

    0


    8

    Locked

    QAM256

    9

    627000000 Hz

    -1.8 dBmV

    40.0 dB

    3686

    0


    9

    Locked

    QAM256

    10

    633000000 Hz

    -2.5 dBmV

    39.9 dB

    3229

    0


    10

    Locked

    QAM256

    11

    639000000 Hz

    -1.8 dBmV

    39.9 dB

    3532

    0


    11

    Locked

    QAM256

    13

    651000000 Hz

    -2.3 dBmV

    40.0 dB

    3020

    0


    12

    Locked

    QAM256

    17

    675000000 Hz

    -2.9 dBmV

    39.6 dB

    3729

    0


    13

    Locked

    QAM256

    18

    681000000 Hz

    -2.0 dBmV

    39.8 dB

    3910

    0


    14

    Locked

    QAM256

    19

    687000000 Hz

    -2.2 dBmV

    39.7 dB

    3983

    0


    15

    Locked

    QAM256

    23

    711000000 Hz

    -2.5 dBmV

    39.7 dB

    2345

    0


    16

    Locked

    QAM256

    25

    723000000 Hz

    -2.0 dBmV

    39.7 dB

    3009

    0

    [/TABLE]

    Total Correctables Total Uncorrectables
    [TABLE]

    59422

    0

    [/TABLE]

    Upstream Bonded ChannelsChannel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
    [TABLE]

    1

    Locked

    ATDMA

    16

    5120 Ksym/sec

    37000000 Hz

    40.8 dBmV


    2

    Locked

    TDMA

    13

    2560 Ksym/sec

    19400000 Hz

    36.5 dBmV


    3

    Locked

    ATDMA

    14

    5120 Ksym/sec

    24200000 Hz

    39.0 dBmV


    4

    Locked

    ATDMA

    15

    5120 Ksym/sec

    30600000 Hz

    39.5 dBmV

    [/TABLE]

Modem Error Log:


Trying to track down intermittent Internet Drops/No Connection?
 
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