Author Topic: Internet issues  (Read 1764 times)

Offline ACE

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Internet issues
« on: February 17, 2019, 08:37:11 PM »
I’ve always found guys on this fourum to be really helpful in lending advice on technical things and I have a slight issue I would like some opinions on.

First off this isn’t a Game issue by any means. Totally my computer or my ISP. What is happening is rather strange. I can use internet at my house via Ethernet to my router just fine. But if I take my computer to our business in town and use the internet there via Ethernet it’ll work off and on. We have a 3 in 1 modem from Comcast. It’s a business modem. Internet in via coax, phones run off this, and then it’s also a router that broadcast a small wireless network. Of course having ports on the back I just plug in there for my pc when I wanna take it there and use it (better speeds than at home) and itll work for like a week then just start intermittent dropping us on the network. I will have a connection one minute then the next it’ll be gone. We’ve called them 3 times to come out and each time they do something different. The first time they changed the modem said they had a bad batch. Worked for a week then they came back and fixed a wire in the wall for their connection(a coax cable connection). Said it looked rigged. Less than a week later I’m calling them again cause we are having the same issue. Any of you guys ever had this issue. Any help in resolving it? Could it be my computer? I can play literally anywhere else but the business I’ve even tried multiple friends houses.  I thought business internet connections was suppose to be more reliable than home?

The only thing I personally know how to do is run Tracert but they aren’t really showing me anything alarming. Is there a program I can run for a week that’ll track the network so I can prove it’s going down every so often?  Any help is greatly appreciated.
« Last Edit: February 17, 2019, 10:51:32 PM by ACE »
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Offline Bizman

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Re: Internet issues
« Reply #1 on: February 18, 2019, 01:53:05 AM »
I'm not a network guru by any means, but to me it sounds like you've pretty much narrowed the issue down to your business. The only modem setting that could stop your traffic is allowing computers to use the net by the MAC address which would take effect immediately, not after a week. So that's not the issue there, especially since they changed the modem. Supposedly you might have mentioned if they had copied the settings of the modem, or if they do it remotely.

Good thing is that you're using Ethernet in all places instead of WiFi. That alone eliminates many potential issues. Another good thing is that you've ran your computer in several places without issues which tells that it works flawlessly if the connection is good.

A couple of questions: Do you always plug into the same port in the business modem? Some modems can have one port as bridged while the rest are routed. The bridged port is at either end, usually the last one. It should not pose any problems, though.
Also, is there any issues with other computers or printers connected to the business modem?
Yet another question: Do you get the IP address automatically (Windows default setting) or have you set it manually? If manually, then that might pose a conflict if the IP address you've been using gets reserved by someone/-thing else before you plug your computer in. Actually that sounds like the most potential culprit in my limited thinking!

For what I know about business vs. private internet here, the business services may have a little faster customer service. Other than that, they're using the very same lines and modems. The main difference I've noticed is that the business department salespeople talk about prices excluding VAT while the private side includes it in the prices.

Offline Skuzzy

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Re: Internet issues
« Reply #2 on: February 18, 2019, 06:12:57 AM »
A Ping Plot is a good place to start.

The thing you need to understand able cable Internet connections is the media is physically shared with others.  Depending on the number of users on that wire, at any given time, it will have an impact on the performance of your connection.

If you are in a multi-floor building with several businesses, then there is more than a good chance they are also sharing that wire with you.  Or in ia block with many businesses, then they are also sharing that physical wire.

The physical cable network typically has fiber running to a central node which is then connected to X number of businesses/homes.  There could be sub-nodes on any of the branching cables which are also shared.  The sub-nodes are usually where the problems lie.  Too many users on that one wire.
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Offline ACE

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Re: Internet issues
« Reply #3 on: February 20, 2019, 08:45:13 AM »
Thanks for the replies gentlemen. Skuzzy, I’m in a single building on main st in a very small town. We live in a rural area but are inside the small town. They came back two days ago and replaced the modem with a different style separating the phone and internet into two different boxes. Worked fine for a day. Then I get crazy packet loss. On my tracerts it goes nuts after 2 or 3 hops. I call the support they get me to reset modem. Works fine again for 24 hours. It’s so consistent it’ll make you angry. All I have on the network is my computer to play on. A business computer that does nothing but use excel a credit card machine and 2 access points. Also our lorex camera system which only broadcast to our phones remotely. I do not believe any of that would rob me of 75mb down connection. There is a switch before the two access points but again I can’t see that robbing bandwidth. They are coming again today. It’s to the point we can’t run the business due to it dropping so we may have to switch providers. I just want to make sure it’s not on my end before I do.
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Offline Skuzzy

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Re: Internet issues
« Reply #4 on: February 20, 2019, 09:06:17 AM »
Post up a ping plot to the game servers and I'll take a look.  Although it does sound like it might be on your end.

With the ping plot I can run a trace back to you to see if the issue is on the return trip as well.

Jusr understand, the first line of defense at an ISP is only concerned with the local Internet connection to you (the first hop).  If they see it is fine, then they will tell you nothing is wrong.  To get passed that you have to push to talk to the next line of defense.  Usually it is network engineering, or something along those lines.  Those are the guys who will chase issues beyond the first hop.
« Last Edit: February 20, 2019, 09:10:40 AM by Skuzzy »
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Offline ACE

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Re: Internet issues
« Reply #5 on: February 20, 2019, 10:45:00 AM »
I’ve called so many times I finally got ahold of a tier 2 support agent. Hot damn boys we did it. Anyways they are sending a line tech out because my modem signal is weak. Guy said there has to be a node issue or a connection outside of my business. He said everything on my end is fine. Totally their issue so that’s a plus. At least they can fix that. He’s even coming today. I still want to do a ping test. Skuzzy do you have a IP I can test it to? Is that how it works? I’ve never used it.
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Offline ACE

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Re: Internet issues
« Reply #6 on: February 20, 2019, 10:59:36 AM »
I'm not a network guru by any means, but to me it sounds like you've pretty much narrowed the issue down to your business. The only modem setting that could stop your traffic is allowing computers to use the net by the MAC address which would take effect immediately, not after a week. So that's not the issue there, especially since they changed the modem. Supposedly you might have mentioned if they had copied the settings of the modem, or if they do it remotely.

Good thing is that you're using Ethernet in all places instead of WiFi. That alone eliminates many potential issues. Another good thing is that you've ran your computer in several places without issues which tells that it works flawlessly if the connection is good.

A couple of questions: Do you always plug into the same port in the business modem? Some modems can have one port as bridged while the rest are routed. The bridged port is at either end, usually the last one. It should not pose any problems, though.
Also, is there any issues with other computers or printers connected to the business modem?
Yet another question: Do you get the IP address automatically (Windows default setting) or have you set it manually? If manually, then that might pose a conflict if the IP address you've been using gets reserved by someone/-thing else before you plug your computer in. Actually that sounds like the most potential culprit in my limited thinking!

For what I know about business vs. private internet here, the business services may have a little faster customer service. Other than that, they're using the very same lines and modems. The main difference I've noticed is that the business department salespeople talk about prices excluding VAT while the private side includes it in the prices.


Thank you for your post bizman I always see you helping folks. I believe I’ve got it narrowed down to outside my building. The normal support agents didn’t really help me much. Took some time to get a knowledgeable guy. Y’all know how it is.
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Offline Bizman

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Re: Internet issues
« Reply #7 on: February 20, 2019, 11:11:16 AM »
Nice to hear that you got the to the higher level of support. That's what I often do here with my customers, testing with another modems/cables etc. and reset their network settings and if that doesn't help, call the ISP. Most often they like it when they find out the basic tests and tricks have already been performed by someone who knows how to do it. That alone usually takes me right to the real tech support.

Hopefully they'll soon find out what the problem is.  :salute

Offline Skuzzy

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Re: Internet issues
« Reply #8 on: February 20, 2019, 12:12:13 PM »
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Offline Meatwad

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Re: Internet issues
« Reply #9 on: February 22, 2019, 02:11:40 PM »
I’ve called so many times I finally got ahold of a tier 2 support agent. Hot damn boys we did it. Anyways they are sending a line tech out because my modem signal is weak. Guy said there has to be a node issue or a connection outside of my business. He said everything on my end is fine. Totally their issue so that’s a plus. At least they can fix that. He’s even coming today. I still want to do a ping test. Skuzzy do you have a IP I can test it to? Is that how it works? I’ve never used it.

As in the forward signal is weak? If it is, the first guy that came out should of seen that right away. Unless it is an intermittent issue, a main line splice will do that if it is a KISS splice going bad or if a seizure screw is loose in the hardware somewhere. Its hard to say unless knowing what the exact levels were at the modem on the last time you called or looking at it in person.If it is a node issue then anyone with a cable modem will show up in a list of active equipment in the node and they all will show bad levels in one way or another. If it is your business then it would have to be on that run but the same thing anyone on the same run of hardline will have similar issues. Unless it is right at your tap at the pole and that has happened before with water/hardline condition/cracked cable (leak)/etc. Intermittent problems are the worst unless someone physically sees signal levels and if they are bad, know what way to look for the problem
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Offline ACE

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Re: Internet issues
« Reply #10 on: February 22, 2019, 03:13:58 PM »
Line tech came said they had water inside the mainline. Makes sense. I thought coax was inside rubber coating ;)
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Offline Bizman

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Re: Internet issues
« Reply #11 on: February 23, 2019, 07:43:15 AM »
Makes sense indeed. Way back I used to visit an ISP network chief who told they prefer Turkish cables not only because of the price, but because they had some sticky gel between the coating and the coax which should eliminate water getting in between. And my neighbour used to nag about his connections during the wet season.