Issue arises with the ISP unable to pinpoint the problem.
Issue arises with the ISP unable to pinpoint the problem.
I've faced difficulties with my internet connection for about three to four months. Whenever I try to play games, stream content, or use Discord, the connection drops unexpectedly. The service appears to be functioning normally—speed tests show normal performance, and ping values in games are acceptable. However, the connection seems unstable depending on location or activity.
Below are some specific situations I've encountered:
- While playing WoW, the game would disconnect in Orgrimmar, a major city, but worked properly when I played in less populated areas.
- On Discord, I can hear my voice but not others, or vice versa. The issue resets after a short time, sometimes taking around ten seconds.
- When watching Twitch streams, I notice my download/upload speeds drop suddenly to zero. Sometimes the stream restarts automatically, other times I need to refresh the page. This can last from a few minutes to several hours.
I've tested various setups: cable internet, fresh Windows 10 install, another notebook, different cables, Ethernet adapters, USB adapters, and even a switch. I've changed WiFi passwords to rule out malware threats, but nothing resolved the problem. The ISP technician confirmed fiber signals are fine.
I've been using a USB anchor for my phone's 4G connection for the past two to three days without any drops. I don't have access to router settings beyond changing the WiFi password, as the ISP restricts that. They only allow one of the four router ports to be used and claim they can't identify any issues.
Any suggestions on further troubleshooting steps? Also, are there tools available to monitor my internet activity and detect when download/upload speeds drop to zero?
Noticing it occurs across multiple devices, whether wired or wireless, suggests the problem likely lies with the modem itself. It seems they can't pinpoint the exact cause, so I’d insist on receiving a replacement to verify. If they refuse or don’t assist properly, I’d consider switching ISPs. The issue appears to be on their end, not mine.
I haven't heard of this tool before, I'm trying it now to check if it helps. It seems like a router or modem issue, but they say they can't find anything in their network. They've already posted a complaint online. I don’t have other ISP choices available. Also, I noticed sometimes when a game starts to disconnect or a stream stops, opening random websites can make it work again—it's really strange.
Verify your router and modem for Puma Intel chipset compatibility. Issues may arise if yours shares similar characteristics. Atlantic Broadband previously stated they don’t notice any problems with it. For more details, check this link: https://approvedmodemlist.com/intel-puma...20included, or simply browse the web.
I'll take a closer look at that device, at least it doesn't appear in the link's list.
Reviewing the Windows Events revealed numerous DHCP errors, not exactly during internet downtime, though they still occurred. I attempted to switch to 8.8.8.8 previously, but my ISP provided their own IP address, which didn’t help. Currently, I rely on Windows DHCP. Could this be the cause of the problem?
Execute an ongoing ping test on your router and save the capture for your ISP.