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Windows 7: Sporadic Connection Issues, Tracert to Google Times out until 10+ Hops

03 Aug 2015   #1

Windows 7 Home Premium 64 Bit
Sporadic Connection Issues, Tracert to Google Times out until 10+ Hops

I am happy to elaborate on anything below. I've tried to lay out basic facts in something other than a wall of text.

Basic facts:
  • I live in an apartment complex. I had no issues for about 3 months until issues cropped up.
  • ISP has already sent a technician out to replace a "bad node" they detected.
  • I run a desktop which wires into a wireless router which feeds into my modem. Same issue is still around when I hardline directly into the modem. Impacts all devices on the network (including mac laptops, tablets, etc) so I'm not thinking it's a machine specific issue.
  • I own my own modem. I bought it off Amazon and did not do any set-up other than calling in to tell TWC what the number on the device is.
  • Symptoms (all sporadic): Complete loss of internet connection (need to unplug modem or wait ~5-10 minutes to get it back), extreme slowness (speedtest shows 0.5 mbps when I'm supposed to get 15) traceroute takes numerous hops to reach
Answers to questions from sticky:
  • 1. Is this a wired or wireless connection issue? Both (I have the issue even when hardwired directly into modem from desktop - my router usually mirrors hardwired output)
  • 2. Who is your Internet Service Provider (ISP)? Time Warner Cable
  • 3. What type of Broadband connection are you using? Cable (I think)
  • 4. What is the exact Make and Model of your Modem, Router or Modem/Router Combo? Arris Surfboard
  • 5. What is the Name of the Anti-Virus, Security or Firewall Software installed from the problematic computer? It happens across all computers using network.
Any thoughts on what the source of the problem is (e.g. a setting I have on my desktop that screws up the router when connected that way and the itself when hardlined, bad modem, bad service provider)?

Thanks in advance for your help. :)

Attached Images
Sporadic Connection Issues, Tracert to Google Times out until 10+ Hops-ipconfig.png Sporadic Connection Issues, Tracert to Google Times out until 10+ Hops-tracert.png 
My System SpecsSystem Spec
05 Aug 2015   #2

Windows 7 Ultimate x64 SP1

Yes, all devices having issues is either the modem/router or ISP. However, since you say this is happening when directly connected to the modem, I would say, factory reset it. The manual should say how.

Also is the modem in bridge mode or normal? Is the cable from modem connected to WAN port of router?
My System SpecsSystem Spec

 Sporadic Connection Issues, Tracert to Google Times out until 10+ Hops

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