Searching...
Reply
Highlighted

Intermittent internet dropout

Nomadismad

Hi all,

 

I have been having ongoing issues with intermittent internet dropout with my relatively recently activated Optus cable internet. I will have generally fast speeds, then sudden intermittent drop outs. Sometimes they are very short (e.g., 10secs) but often occur in clusters. This occurs on ethernet and wifi (both 2.4ghz and 5ghz). Random times throughout the day (not necessarily during peak times).

 

I have called and chatted to Optus support. Multiple technicians have come. Testing of line suggests it is working okay (at least when they test). First technician said wifi interference. Changing wifi channel did not help, and monitoring for interference with wifi analyzer app shows minimal interference.

 

Second technician said modem faulty. Replacement modem did not help. Third-party modem also did not solve problem.

Tried to do tracert at varying times. I get intermittent very high latency on second hop (sometimes >1000ms, sometimes only ~10ms). Does this point to router or modem issue, or issue with ISP?

 

Thank you for any advice!!

 

Examples:

C:\Users\Nomad>tracert google.com

 

Tracing route to google.com [172.217.25.46]

over a maximum of 30 hops:

 

  1     1 ms     1 ms    <1 ms  192.168.1.1

  2   321 ms   681 ms   892 ms  10.87.0.1

  3     *        *        *     Request timed out.

  4     *        *        *     Request timed out.

  5     *        *        *     Request timed out.

  6     *        *        *     Request timed out.

  7    16 ms    21 ms    15 ms  hu0-5-0-0.22rrpr01.optus.net.au [59.154.142.250]

  8    26 ms    37 ms    19 ms  74.125.147.174

  9   259 ms    96 ms    48 ms  108.170.247.49

 10    14 ms    13 ms    14 ms  108.170.233.193

 11    15 ms    13 ms    23 ms  syd15s02-in-f46.1e100.net [172.217.25.46]

 

Trace complete.

 

C:\Users\Nomad>tracert google.com

 

Tracing route to google.com [172.217.25.46]

over a maximum of 30 hops:

 

  1     9 ms     6 ms     5 ms  192.168.1.1

  2   393 ms   636 ms   920 ms  10.87.0.1

 3     *        *        *     Request timed out.

  4     *        *        *     Request timed out.

  5     *        *        *     Request timed out.

  6     *        *        *     Request timed out.

  7    17 ms    23 ms    15 ms  hu0-5-0-0.22rrpr01.optus.net.au [59.154.142.250]

  8    22 ms    17 ms    17 ms  74.125.147.174

  9    21 ms    18 ms    21 ms  108.170.247.49

 10    13 ms    21 ms    16 ms  108.170.233.193

 11    11 ms    14 ms    16 ms  syd15s02-in-f46.1e100.net [172.217.25.46]

 

Trace complete.

 

C:\Users\Nomad>tracert google.com

 

Tracing route to google.com [216.58.196.142]

over a maximum of 30 hops:

 

  1     1 ms    <1 ms    <1 ms  192.168.1.1

  2    11 ms     9 ms     9 ms  10.87.0.1

  3     *        *        *     Request timed out.

  4     *        *        *     Request timed out.

  5     *        *        *     Request timed out.

  6    11 ms    11 ms    11 ms  hu0-4-0-0.22rrpr01.optus.net.au [59.154.18.194]

  7    13 ms    12 ms    13 ms  74.125.147.174

  8    14 ms    15 ms    12 ms  108.170.247.81

  9    12 ms    12 ms    11 ms  209.85.142.137

 10    15 ms    12 ms    10 ms  syd15s04-in-f14.1e100.net [216.58.196.142]

 

Trace complete.

Re: Intermittent internet dropout

Nomadismad

To clarify, there is a netgear cable modem and a sagemcom router. The technician thought faulty router, but dropout persists on replacement sagemcom router and third-party router. The cable modem has not been replaced. This is the second hop and perhaps could be the problem?

 

Thanks!

Re: Intermittent internet dropout

CrayonPop

Hi I believe I'm experiencing a similar if not identical issue to what you've described. Out of interest could you login to your cable modem and post the modem stats? One technician who came to diagnose my issue noticed there seemed to be a lot of errors occuring and especially the "uncorrectable" errors may be playing a part in the intermittent dropouts.

 

Here are mine:

 

ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectables
1LockedQAM2562255000000 Hz10.9 dBmV37.8 dB357012121
2LockedQAM2561249000000 Hz10.7 dBmV37.2 dB302311845
3LockedQAM2563261000000 Hz10.7 dBmV38.5 dB304111475
4LockedQAM2564267000000 Hz10.6 dBmV39 dB300311863
5LockedQAM2565273000000 Hz10.5 dBmV38.6 dB310811464
6LockedQAM2566279000000 Hz10.1 dBmV39 dB296711371
7LockedQAM2567285000000 Hz9.9 dBmV39 dB278310706
8LockedQAM2568291000000 Hz9.8 dBmV39 dB288210650

Re: Intermittent internet dropout

Nomadismad

Thanks for the reply. I'm sorry you are experiencing similar problems. 

 

I would be happy to post the modem stats, but how do you log into the cable modem? I can log into the router without problems, but none of the IPs I test allow me to log directly into the cable modem even when directly connected. 

 

Thanks!

Re: Intermittent internet dropout

CrayonPop

If I'm not wrong the default IP address of the modem should be on a sticker somewhere on the modem.

Re: Intermittent internet dropout

Nomadismad

Thanks, 

 

Here's my cable modem stats. Not nearly as bad as yours, although recent connection and I'm not sure if the tech reseted values on recent visit. 

 

Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectables
1LockedQAM25674255000000 Hz-1 dBmV38.5 dB10131
2LockedQAM25673249000000 Hz-0.6 dBmV38.2 dB9425
3LockedQAM25675261000000 Hz-1.1 dBmV38.9 dB3158
4LockedQAM25676267000000 Hz-1.8 dBmV39 dB2857
5LockedQAM25677273000000 Hz-1.2 dBmV39 dB360
6LockedQAM25678279000000 Hz-1.3 dBmV39.3 dB50
7LockedQAM25679285000000 Hz-1.4 dBmV39 dB80
8LockedQAM25680291000000 Hz-0.9 dBmV39.4 dB150

Re: Intermittent internet dropout

CrayonPop

Yep well I've had 3 techs out and none of them found an issue so it's definitely not on my end here. I had the cable installed in January this year and had no problems for the first few months. Then there was an outage and supposedly Optus conducted some maintenance in my area. It was never the same since.

 

I've lost hope in Optus actually ever fixing the problem so I've started a TIO complaint and hopefully they'll surprise me by actually fixing it or at least I can get out of my contract.

Post a Reply
Top Contributors
69 Kudos
49 Kudos
37 Kudos
31 Kudos
16 Kudos