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

[flipleekim]

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 google.com).

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.

 

[GokAy]

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?