What do I need to do if my internet stops working?
What do I need to do if my internet stops working?
I keep getting sudden drops in my internet where almost everything goes down at once. My router shows me that I get 1,000 megabytes down but only 100 up and the company says there are no issues. But that's wrong! Any help? Internet Packet Loss
Not enough information. Is this happening on a specific device or on every single one that connects to my internet via the router or modem? If it's just one thing, tell me exactly which model you have for both the router and the network adapter. Also share the exact model number of your cable or wireless modem. If there are any switches or other special pieces of equipment involved, please list them too.
My setup uses an XB7 modem with all devices connected and two computers hardwired together. I run ping plots on both PCs at once. The graphs show spikes that cause internet cuts and slow stutters. There are no special cables or extra gear; the internet is just a normal home connection. When those spikes happen, every game, video stream, and sometimes TV stops working because of packet loss. Thanks for reading! I can help if you need more info. My guess is it's my modem, though I tried a Nighthawk six months ago with the same problem. That makes me think it might be my internet provider instead.
A big part of your trouble with the internet company is that they probably don't know what a pingplotter is. Most people who post here can't read the results anyway, so it's not their fault. In this case, it looks like there is a serious problem coming to your house. You need to use simple ping commands. I would run them against your router ip (hop1) and then against the first ISP router (hop 2). You want to show that when you run them at the same time, you see a loss to hop 2 but not hop 1. This should convince them there is no problem with your pc or your router. This often points to some kind of cable issue outside your house. There is a small chance it's the modem. Check any of the coax cables you can easily spot and look for loose connections, maybe water, dirt, or something stuck inside. Depending on how the cabling runs in your home, you could try moving the router as close to where the cable comes in as possible. This is just for testing, but with that huge loss showing up, you should be able to tell if it helps. I'm not sure if you can see the log or signal levels in your modem/router. Other people who have posted about this device say they cannot see these common stats. I would try seeing if you find something like poor signal levels, and that also points to some cabling issues. In the end, it's just a matter of convincing them there is a problem. For any tech with basic experience, understanding why loss at hop 2 but not hop 1 shows a problem with the ISP equipment should be easy.
So when I hear XB7, I assume it's either Xfinity or Rogers, because I haven't seen that name anywhere else. Pretty sure Rogers just buys Xfinity modems and uses them, so here is the first step: Ping both a separate server and 10.0.0.1 at the same time until something goes wrong, then stop pinging and take screenshots. This helps tell us if the problem is in the modem or after it. If we lose packets to 10.0.0.1 but not elsewhere, that means the issue is with the XB7 itself and you might need to swap it or check for a power problem. But if the loss happens outside of the device, then we clearly need to look at things like wires.
When my Xfinity Hop 2 request times out, everything starts failing right there at hop 2. My ping numbers show this exact thing. I've never lost connection at hop 1 before.
Now that you know what's happening, you have to show the ISP this info. We are pretty stuck here; even you couldn't really change much. You might just check every coax cable in and around your house for a little bit of visible damage, but it's not likely to be found.
If you don't keep squirrels, then you are super sure to get one. HA.