Internet connections randomly goes out
MrWizzard
Enthusiast - Level 3

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.

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37 Replies
smith6612
Community Leader
Community Leader

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.

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MrWizzard
Enthusiast - Level 3

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?

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Cynar1
Newbie

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

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dslr595148
Community Leader
Community Leader

@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?

atantekeier
Enthusiast - Level 3

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. 

SomeOldBlindMan
Enthusiast - Level 2

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
Enthusiast - Level 3

All connections drop and the lights stay green.

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smith6612
Community Leader
Community Leader

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.

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MrWizzard
Enthusiast - Level 3

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

image

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.

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MrWizzard
Enthusiast - Level 3

I am SICK and TIRED of this.

I called a tech and they're FINALLY sending someone out. If these issues persist I will be left with zero choice but to leave verizon and find an alturnative. This is an asinine issue that seems to effect others becides myself and the consensis is that "Hey verizon doesn't care and wont fix the issues".

MrWizzard
Enthusiast - Level 3
TimeEventEvent-TypeDetails
Feb 28 15:56:57 2012System LogWAN DHCPDHCP WAN connection IP:71.114.99.219,DNS:71.252.0.12 68.237.161.12 ,GTW:71.114.99.1,Subnet:255.255.255.0 (WAN MoCA)
Feb 28 15:42:20 2012System LogLAN DHCPDHCP LAN Connection IP:192.168.1.6, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Wireless)
Feb 28 15:42:15 2012System LogLAN DHCPDHCP LAN Connection IP:192.168.1.9, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Wireless)
Feb 28 15:39:39 2012System LogCWMPConnection Request Inform 204 No Content
Feb 28 15:39:37 2012System LogCWMPConnection Request Inform challege response with 200 OK from server
Feb 28 15:39:33 2012System LogCWMPConnection Request Inform initial 401 chanllenge
Feb 28 15:02:04 2012System LogCWMPConnection Request Inform 204 No Content
Feb 28 15:02:01 2012System LogLAN CoaxLAN Coax Link Rate <TX 227Mbps/RX 229Mbps>
Feb 28 15:02:01 2012System LogWAN CoaxWAN Coax Link Rate <TX 233Mbps/RX 241Mbps>
Feb 28 15:01:44 2012System LogCWMPConnection Request Inform challege response with 200 OK from server
Feb 28 15:01:40 2012System LogCWMPConnection Request Inform initial 401 chanllenge
Feb 28 14:57:42 2012System LogLAN CoaxLAN Coax Link Rate <TX 218Mbps/RX 228Mbps>
Feb 28 14:57:38 2012System LogWAN CoaxWAN Coax Link Rate <TX 233Mbps/RX 241Mbps>
Feb 28 14:57:18 2012System LogLAN DHCPDHCP LAN Connection IP:192.168.1.2, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet)
Dec 14 19:00:16 2007System LogLAN CoaxLAN Coax Link Up
Dec 14 19:00:15 2007System LogWAN DHCPDHCP WAN connection IP:71.114.99.219,DNS:71.252.0.12 68.237.161.12 ,GTW:71.114.99.1,Subnet:255.255.255.0 (WAN MoCA)
Dec 14 19:00:12 2007System LogLAN DHCPDHCP LAN Connection IP:192.168.1.4, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet)
[repeated 2 times, last time on Dec 14 19:00:14 2007]
Dec 14 19:00:12 2007System LogWAN CoaxWAN Coax Link Up

I just noticed this. Why the hell does this December 14th 2007 date keep springing up? Could this be related to my issues?

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dslr595148
Community Leader
Community Leader

I can't say the time issue causes this or not, but perhaps it is.

Does your router loose power?

If so, that is maybe why the router looses track of the data and time (and also why your connection randomly goes out).

Since you are on FIOS I know you have an ONT that has a battery backup power supply:

If you can consider having this router connected to that battery backup.

If you can't do that, then your router and a computer behind the router should be connected to a UPS.

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MrWizzard
Enthusiast - Level 3

Nope, my router doesn't lose power. It's plugged into the same surge protector that my orginal router has been plugged in since it was installed.

The ONT battery pack thing is fine too. It only loses power when the electricity goes out (and the battery dies) and that hasn't happened for me in months.

I'll try plugging the router up somewhere else tomorrow but I tried josoling the router's power cable to see if it would cut out and log that date again. It didn't so I don't know whats up. It's strange too because it's always:

Dec 14

19:00:XX

2007

The "XX" or seconds are the only thing that change. Somtimes it's 19:00:15 other times it can be 19:00:20

Additionally, I called verizon this morning right as I lost internet access and the rep told me that he could see that the router wasn't making a connection to the ONT. He mentioned that it could be a bad MoCA port.

I wonder if the tech can diagnose if it's just the coax cables or something more than that. I'd rather not go through the trouble of having the ONT replaced just to find out later it's the coax.

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dslr595148
Community Leader
Community Leader

@MrWizzard wrote:

Nope, my router doesn't lose power. It's plugged into the same surge protector that my orginal router has been plugged in since it was installed.

The ONT battery pack thing is fine too. It only loses power when the electricity goes out (and the battery dies) and that hasn't happened for me in months.

I'll try plugging the router up somewhere else tomorrow but I tried josoling the router's power cable to see if it would cut out and log that date again. It didn't so I don't know whats up. It's strange too because it's always:

Dec 14

19:00:XX

2007

The "XX" or seconds are the only thing that change. Somtimes it's 19:00:15 other times it can be 19:00:20

Additionally, I called verizon this morning right as I lost internet access and the rep told me that he could see that the router wasn't making a connection to the ONT. He mentioned that it could be a bad MoCA port.

I wonder if the tech can diagnose if it's just the coax cables or something more than that. I'd rather not go through the trouble of having the ONT replaced just to find out later it's the coax.



I agree.

On http://www.dslreports.com/faq/16569 is why and how to check the Moca Status.

Since your router does not have the System Monitoring page, you went to Full Status/System wide Monitoring of Connections.

Looking at your screen shot, the next step is to go to Coax Status to check the LAN Moca Status

To check the WAN Moca Status, the next step is to go to Broadband Connection (Coax). I am not sure, of what is at that screen. In the FAQ, they say Settings -> Go to Coax WAN Stats

^^^

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MrWizzard
Enthusiast - Level 3

I hope this is right:

image

Any idea what's up, now?

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smith6612
Community Leader
Community Leader

@MrWizzard wrote:
TimeEventEvent-TypeDetails
Feb 28 15:56:57 2012System LogWAN DHCPDHCP WAN connection IP:71.114.99.219,DNS:71.252.0.12 68.237.161.12 ,GTW:71.114.99.1,Subnet:255.255.255.0 (WAN MoCA)
Feb 28 15:42:20 2012System LogLAN DHCPDHCP LAN Connection IP:192.168.1.6, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Wireless)
Feb 28 15:42:15 2012System LogLAN DHCPDHCP LAN Connection IP:192.168.1.9, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Wireless)
Feb 28 15:39:39 2012System LogCWMPConnection Request Inform 204 No Content
Feb 28 15:39:37 2012System LogCWMPConnection Request Inform challege response with 200 OK from server
Feb 28 15:39:33 2012System LogCWMPConnection Request Inform initial 401 chanllenge
Feb 28 15:02:04 2012System LogCWMPConnection Request Inform 204 No Content
Feb 28 15:02:01 2012System LogLAN CoaxLAN Coax Link Rate <TX 227Mbps/RX 229Mbps>
Feb 28 15:02:01 2012System LogWAN CoaxWAN Coax Link Rate <TX 233Mbps/RX 241Mbps>
Feb 28 15:01:44 2012System LogCWMPConnection Request Inform challege response with 200 OK from server
Feb 28 15:01:40 2012System LogCWMPConnection Request Inform initial 401 chanllenge
Feb 28 14:57:42 2012System LogLAN CoaxLAN Coax Link Rate <TX 218Mbps/RX 228Mbps>
Feb 28 14:57:38 2012System LogWAN CoaxWAN Coax Link Rate <TX 233Mbps/RX 241Mbps>
Feb 28 14:57:18 2012System LogLAN DHCPDHCP LAN Connection IP:192.168.1.2, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet)
Dec 14 19:00:16 2007System LogLAN CoaxLAN Coax Link Up
Dec 14 19:00:15 2007System LogWAN DHCPDHCP WAN connection IP:71.114.99.219,DNS:71.252.0.12 68.237.161.12 ,GTW:71.114.99.1,Subnet:255.255.255.0 (WAN MoCA)
Dec 14 19:00:12 2007System LogLAN DHCPDHCP LAN Connection IP:192.168.1.4, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet)
[repeated 2 times, last time on Dec 14 19:00:14 2007]
Dec 14 19:00:12 2007System LogWAN CoaxWAN Coax Link Up

I just noticed this. Why the hell does this December 14th 2007 date keep springing up? Could this be related to my issues?


I think it's safe to say at this point, based on your Connection Status page that your router seems to be crashing and/or rebooting itself.

Give the router a factory reset and once it has started back up, do the following:

1: Visit http://192.168.1.1/ and set the password to something you will remember.

2: Once logged in, go to Advanced > Universal Plug and Play > Disable UPnP if it's enabled.

3: Visit the Firewall Settings. Change setting from "Typical" to "Minimal" and save

4: Visit Wireless Settings. Change Wireless to use WPA2-PSK AES Encryption over WEP. Disable the ability for Wireless B Devices to connect by leaving the router locked to G/N Mode. CTS Protection should be DISABLED on an N router sharing space with G Devices. CTS works mainly with B Devices.

5: Auto Channel selection on the Wireless should be disabled. Lock the router to Channel 1, 6, or 11 and make it Save through reboots.

6: Leave MAC Filtering Disabled

7: Set up Port Forwarding rules for each of your game consoles so that the lack of UPnP does not cause issues with it.

8: Press Reboot Router button via the Advanced menu. Save config upon successful boot and see if the router performs any better.

9: If router is not standing vertically, please place it Vertically. ActionTecs are known to overheat if placed horizontally.

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MrWizzard
Enthusiast - Level 3

Woops looks like my image had to be removed because I forgot to remove my IP and mac info. Here it is again.

image

@Smith6612

Thanks the advice but I'm a little confused.

1) I can't find setting to lock out B devices nor CTS protection.

2) How am I port forwarding for consoles, exactly? I haven't port forward in years and when I did, it was for PC games. Will I have to port forward for all the games I play on my console?

Alturnatively, is this something I can have the tech do while he's out here?

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dslr595148
Community Leader
Community Leader

I agree with turning off UPnP in the router if you don't have at least two systems that support UPnP where you can't define the ports that they use.

If you have at least two systems that support UPnP where you can't define the ports that they use: Do you only use one at a time OR are there times when at least two of them are on?

If you don't know if you have system that support UPnP (and or can or can't define the ports that it/they use, consider telling what types of systems you have.

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MrWizzard
Enthusiast - Level 3

I'll list everything I have that has internet connections because I really don't know what you're talking about.

- Two custom-built desktops.

- Two Laptops. One is an HP, the other is a Toshiba.

- Three androird phones. One is an LG Optimus T, one an LG Optimus S and the other an HTC Evo Design 4G.

- One Xbox 360 Elite.

- One 40GB PlayStation 3.

- One Nintendo 3DS.

I really don't know much about routers or how any of this stuff really works. You know, it isn't the worst issue in the world but it really shouldn't be happening, especially to pop up after having survice for over a year.

The only thing I can really do is follow a visual guide on how to forward ports but again, I haven't done so since I was with Comcast which was years ago.

I'll try the suggestions from eariler but be warned that I'll need serious help with them.

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MrWizzard
Enthusiast - Level 3

Sorry to double post but is it normal to have two DNS servers listed?

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