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Internet connections randomly goes out

Ive been having this issue for a few weeks now, it got to the point where I had the router replaced and it made the issues less frequent but even with the new router it still randomly lose connection requireing a full restart of the router.

Here's what I have connected via ethernet cable:

2 Desktops

1 PlayStation 3

1 Xbox 360

Via wireless

3 laptops

2 Cell Phones

1 3DS

These aren't all connected at once because that would be crazy. Even when it's just me on my desktop reading news while netflix on my Xbox 360 plays in the background, and a relative using a laptop it'll still cut out and it's really aggravating.

All the coaxial connections in my home are fine.

The router is an Actiontec MI424-WR Rev F. I think the one I replaced was too.

Comments

smith6612

Are you using FiOS TV? Just to be sure that the Coaxial connections are fine, I'd like you to bring up the Advanced LAN Statistics in your router. You should be able to find them by logging into http://192.168.1.1/ with the Username of admin and the password being your router's Serial Number, clicking on System Monitoring, and finally, Advanced Monitoring. Advanced LAN Statistics should give you a nice table consisting of information like link speeds and such. That's what we're looking for.

atantekeier

Good luck trying to get them to help you, I have had this issue for several months now and all I get is them hanging up on me when I call, or a "Ill send a new router out"

Not only that, when I finally got through to them (also I had to troubleshoot myself after they sent a tech out and found "nothing wrong" and the problem still persisted) I found out my next best bet was to run the service through ethernet instead of coax.

And when I called to ask them about changing it out they said "sure thats possible, but you will have to buy the cable and run it yourself, or else we will charge you"

Seriously? Charge me to fix your service?

I've never had customer service this bad with any other ISP, actaully any other anything. I will be dropping verizon asap and I suggest you do the same.

MrWizzard

I clicked System Monitoring, then advanced status but don't see an option for Advanced LAN Statistics.

All I see are:

System Logging
Full Status/System wide Monitoring of Connections
Traffic Monitoring
Bandwidth Monitoring
IGMP Proxy

Am I in the wrong area?

Cynar1

how do I contact Smith 6612? I would like to ask him a question, can anyone help as to how I would contact him?

Thanks

dslr595148

@Cynar wrote:
how do I contact Smith 6612? I would like to ask him a question, can anyone help as to how I would contact him?
Thanks

By going to their profile at http://forums.verizon.com/t5/user/viewprofilepage/user-id/84159 (which was found by clicking on their user name for their post).

Clicking on Send this user a private message

A subject line required. Maybe about my post "Internet connections randomly goes out"

And then type in your message in the body?

SomeOldBlindMan

the connection drops on which device? all or just 1? when the connection drops, what are the router lights doing?

If it's any/all devices.. and the router lights freeze or Amber Inet or drop.. call tech support, let them know the router has been replaced and issue remains.. might be the ONT....

MrWizzard

All connections drop and the lights stay green.

smith6612

Visit "Full Status/System wide Monitoring of Connections" . That page if I'm not mistaken should show the MoCa link speeds I'm looking for.

MrWizzard

Here's the chart. I blocked out the IPs and MAC addresses, hope that's okay.

I should also add that when the internet drops out I can't even login to the router to get any information about the issue.

Infoseeker1

Experence similar issues with same model router (which has already been replaced once).

I have been a FIOS Verizon customer for eigth months, but these problems have been experienced only in past two months.

Specifically, two apparently related symptoms:

home networking (intranet) always working, but randomly lose access to external internet from all connected devices about two or three times a week; requires router rebooting to restore.
experience timeouts when accessing websites from any PC or wireless device, but access to Verizon mail server OK. Self-correcting after awhile.

Verizon tech visit believes issue external to home; leading to additional troubleshooting, but problem remains unresolved.

Recently noticed there is a router system setting regarding the number of wireless "concurrent users that can be logged into the router." Mine is set at 5. This number can be changed upward to 10.

I have 21 connected devices: 11 ethernet; 10 wireless. Router manual says: "Configure a number of concurrent users…
Used to limit the number of users that can access the Router at the same time. Select the number of users from the drop-down list." I have not yet changed my router settings from 5, since all devices seem to access the router without any apparent problems.

Does anyone know how this setting changes performance? Could the fact that I have more than 5 wireless devices accessing the router have some affect on the loss of internet access?

mim3978

we've been having the same problem, where do we go now. i've been trying everything to no avail--it's very frustrating!

is this what we 're to expect from verizon? [fios]

Hildy2

Well my problems persist with services like LIVE. Verizon support informed me it was not on their end (never is, is it...) and so I went to MS. They went through configuration after confiuration and still the problems persist. The tech at my home said I was on a different switch than my neighbors whom I used their wireless just to see if they had the issue. They didn't. So this has to be the issue but I can't get a online tech to even understand what I am telling them. Very frustrating. Been 2 months now. I only use internet for gaming and streaming and its the two things I can't do now. May have to give comcast a call..

Hildy2

Still no resolution. The IP release is a temp fix in some cases, but there doesn't seem to be a real reason. I've been in contact with MS since LIVE is what I use most, but I also see the drop with Google Hangouts (anything with streaming suffers if it isn't buffered).

I've replaced the ONT (Thank you Tech Gary)

Replaced the router/modem (Again, thanks Gary)

Tested the home network (Gary)

Contacted MS and done all their troubleshooting.

Tested different coax outlets around the house

Wired and Wireless to the console

Tried a different console

VZ still tells me it isn't on their end. I told the customer service rep it isn't just xbox LIVE, that just happens to be the service I use almost exclusivly. I'm at a loss...

MrWizzard

Sorry to reply way after the fact but the fix to my issue was replacing the PON (pronounced pawn) card. Actually, it was either a replacement or they switched me to a diffrent one at the main terminal in my neighborhood. Kinda hard to explain because I'm not deep into the lingo but it was PON card related.

They really don't like doing anything with the PON card because it effects the entire neigborhood. I really had to push for it and thankfully the local supervisors and mutiple techs that have been to my home also went to bat for me. Kinda crazy how it took us two freakin' months collectively.

Just to recap, I had the following done:

- Three new routers
- Three ONTs
- Two battery back up units
- Coax cables replaced
- Splitters replaced

- Had the ONT grounded to a fixture on the side of my home

I bet this was very costly for Verizon and the fix was as simple as switching some card or wire that wasn't even in my home.

I'm not mad, just disapointed. But again, great techs and supervisors redeem Verizon and I will remain a coustomer.

Good luck to the rest of you!

[Deleted User]

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