Internet drops while downloading stream vids, but ok when just surfing

[doobedoo]

Since yesterday, my internet keeps dropping whenever I download some movies or live streaming. It will disconnect after 30 mins, however the stream download will continue, but I cannot surf the internet.

I'm wired with my laptop which is where I do all the downloading and I have an Ipad, which loses connection too.

Only way for me to get back up is to unplug the cable modem and plug it again and I'm good to go. Everything was fine until yesterday, and I haven't done anything to change the settings or download any other programs that might have changed stuff on the computer.

I called tech support and everything is fine with my line and there is nothing wrong with the modem. The problem continued so they sent out a tech. He changed the modem and again, still happening.

I have no router, just connected directly to the cable modem.

 

[Gator]

Does this happen on all websites where you stream a video? Does this happen exactly after 30 minutes every time? You say you unplug and reconnect and that fixes it but for how long? Another 30 minutes or for a longer period in time?

First thought is to make sure you have an up to date driver for your NIC.

 

[doobedoo]

I would say this happens to every 20 to 30 mins.... any time I download livestream or a torrent... it kicks me off.

When I reconnect by plugging the power cord back into the cable modem, it will be the exact same amount of time to disconnect if I continue to download stuff. If I just surf the internet, I'm connected without any interruptions.

Everything is up to date on my computer.

Thanks for your reply!

 

[UsernameIssues]

Have you called your ISP's tech support while you are disconnected?

If so, did they say that everything was fine with the cable modem.

Does the cable modem have Network Address Translation turned on?

 

[doobedoo]

I did call my ISP's tech support and they have no idea what is going on. They have done tests and everything looks good on paper. I've swapped modems three times, the tech guy came over and did some work in the box outside.

I have called tech support when I had replugged the modem and also left it unplugged. When unplugged, no data was able to be sent... but when I plugged it back in, again, everything was fine. No data loss whatsoever.

Thanks!

 

[UsernameIssues]

I can only hope that their testing does not reboot the modem.

The goal is to get your ISP to test their hardware WHILE you have an outage.

Stream video for 15 minutes
Call your ISP and have them do their tests
Everything should be good
Continue to stream video
Ask them to stay on the line with you until you get have an outage.
Then ask them to do their tests WITHOUT you rebooting the modem.

 

[doobedoo]

The tech guy this morning asked me in how much time it would kick me off, and then he just said he'd call me back later. I guess they didn't want to wait very long.

They have done all the tests possible. There was another maintenance guy that came to the pole outside and when he left, the problem continued. They said there was "noise" on the line, but issue still not resolved.

 

[Gator]

ugh... Internet companies "tech support" are the worst. Glorified cable runners... To me this is their issue and probably has absolutely nothing to do with your PC and probably not even your modem/router.

 

[UsernameIssues]

Then call your ISP after it disconnects you.

We want them to test their stuff while you cannot surf/stream.

It would have been nice if the same support person could have seen the before and after test results a few minutes apart - but (like you said) they don't want to stay on the phone.

 

[UsernameIssues]

ugh... Internet companies "tech support" are the worst. Glorified cable runners... To me this is their issue and probably has absolutely nothing to do with your PC and probably not even your modem/router.

I've met a reasonably bright tech support guy that had good troubleshooting skills. He told me a perfectly logical set of tests that he would use to troubleshoot my issue... then he told me how company policy prohibited them from doing those steps :-(

 

[doobedoo]

Well I have stayed on the phone while it kicked me off... and then they asked me to plug it back in all while still on the phone. When I was disconnected, they couldn't receive any signals whatsoever... and when I restarted the modem, all was perfect.

It's also affecting another modem account in the house, so now I really doubt it has to do with my computer and modem.

This has been elevated from level 1 tech to senior tech, now to maintenance and to a higher dept.

This is frustrating as heck.

 

[UsernameIssues]

Good - that is exactly what they needed to see:
...the modem working and
...the modem failing and
...cycling power temporarily fixes it.

Now for the really bad news: they might not be able to fix the issue anytime soon. It is probably a design flaw in the modem. You should ask for free service until the issue is fixed. (It doesn't hurt to ask.)

 

[doobedoo]

Oh, I'm right ahead of you on that one! I was downloading something very important yesterday and my connection just died... and lost it... so I called them up, they gave me 15$ credit and a full refund for the days I'm out of service. Big whopping 9$ for 3 days... I'll be able to retire on that now!

But one tech said that someone probably put a very cheap dollar store splitter and that is what is causing the "noise" on the line.. so it's affecting everybody on the street.

Like you said, if they don't fix this soon... I'll just get a dsl provider instead.

 

[UsernameIssues]

I doubt that it is a splitter. That would not account for the repeatability that you are seeing. I think that it is heat related.

...on second thought: noise on the line combined with heat changing electronic components' values slightly could cause these modems to try and compensate (put out more power)... which adds more heat. A viscous cycle leading to lockup.

 

[Gator]

I'd just like to add that if you do decide to give DSL a try, don't get rid of your cable just yet. Find out if you can get some sort of trial month to see if you'd like to switch. Its certainly possible that you can get more reliable speeds/service with DSL, especially if a lot of people around you are sharing that cable line, but its also possible that you absolutely hate DSL too. It may be worth biting the bullet and getting the problem fixed instead of cutting it off completely.

Just my two cents. Good luck going forward, it seems like you're going to need it.

 

[doobedoo]

In regards to the heated modems, that's one tech support agent told me that it probably fried itself. But then another tech said that wasn't the case. To be honest, I've been told so many theories, I don't know which is which. Until I get the final results, I think nobody has a clue as to what is going on.

As for the DSL, I'll probably try it for a month like you stated because I need to give a month's notice before cancelling my cable net. I guess I'll give it a try during that month as to finally decide which is better. At least with DSL, I wouldn't be affected by other people's problems.

Thanks for your help!