My Modem keeps resetting

[hotmilk8]

Hello All,

My modem is currently resetting at random times while streaming Netflix or Mlb.tv from my PS3. My connection to my laptop is great and never drops. I have a 3 way splitter with -7,-3.5 and -3.5. I am only using two of the ports. -7 to cable box and -3.5 to modem (Not really sure what these mean) while plugging my router and modem into a strip surge protector. Should i only use a 2 way splitter since i'm not using the other port? if so what numbers should i be connecting to? Its so frustrating that my connection drops at random times and then have to wait for the modems lights to completely reset.

Any ideas on what i should do?

[nemowolf]

Hello All,

My modem is currently resetting at random times while streaming Netflix or Mlb.tv from my PS3. My connection to my laptop is great and never drops. I have a 3 way splitter with -7,-3.5 and -3.5. I am only using two of the ports. -7 to cable box and -3.5 to modem (Not really sure what these mean) while plugging my router and modem into a strip surge protector. Should i only use a 2 way splitter since i'm not using the other port? if so what numbers should i be connecting to? Its so frustrating that my connection drops at random times and then have to wait for the modems lights to completely reset.

Any ideas on what i should do?

Draw the picture of your network... IE:
Coax - Modem - Router - Wireless Connection to Laptop ???
Coax - modem - Router - Wired connection to PS3 ???

Where are you looking at this splitter and the numbers?

Have you tried another surge protector or even plug on the surge protector? Have you tried plugging it directly into the wall?

Can you stream Netflix or MLB on your laptop without an issue?

Have you called your ISP to report the problem and see if their solution to your bandwidth usage is to send a reset signal to your router?

[Taxmancometh]

What do the numbers on a splitter mean? Cable Modems and Wiring Issues | DSLReports.com, ISP Information

What type of modem is it? I have an Arres and mine just recently went out and had to replace it. You might have the same problem.

[RicheemxX]

Is this a new problem as in it worked fine and now it doesn't? or is this a new connection that has always had the issue? Contact your ISP and have them come test your lines. When I first got Comcast I had the same issues. I'd get random drops all the time. We had a bad drop and some bad connections so they came out and rewired it for me. Been working fine since.

[Taxmancometh]

Yeah, we had a bad drop too. A lot of ingress was in the line.

[Steve R Jones]

Me too... When it's hot outside, my modem resets.... Time Warner came out and replaced much of the wiring....And I'll be getting them out again soon..

[hotmilk8]

@NemoWolf- Cable goes into 3 way splitter-7db out to cable box--3.5db to modem- from modem Ethernet cable to router-laptop and ps3 wireless connection from router. I have a very old surge protector and HAVE NOT tried to connect the modem directly to wall or any other outlet. Should I try this??? I've only viewed mlb.tv through pc at the same time while viewing it on ps3 and the drop would cause me to lose both obviously. BTW-I've been on my laptop for past two hours and haven't lost the connection.

@Taxmancometh- I just received a brand new modem 4 days ago from Optimum because i thought it was the old modem. Obviously wasn't since this one is still resetting and starting the cycle of all the lights.

@Richeemxx- I have had this setup for for couple years and zero problems until about a couple months ago.

Ok everyone.... After using my laptop for 2 hours and no modem drops. I unplugged my modem from surge protector and directly into the wall and started a netflix movie. About 1.5 min in while i am still surfing the internet the modem resets. Seems to be something to do with the internet connection from my ps3.

Unless its the router that needs to be plugged into the wall and is causing the loss of connections since that is what my laptop and ps3 are connecting to internet through.

[RicheemxX]

I'm not sure how a surge protector got into the equation here but that really shouldn't be related!

To be clear here, you're loosing the connection at the modem and not just dropping the connection from the router right? Have you tested anything with just being connected to the modem and not the router at all?

It sounds like its only dropping when you are using high bandwidth, example: as you mentioned with using the laptop but not using netflix. It wasn't until you connected to netflix that you lost the signal?

[hotmilk8]

@Richeemxx-I just tried to connect the ps3 directly to the modem and it still lost connection when i streamed from the ps3. I didn't try and stream from laptop while connected though. That will probably determine if it is my ps3's settings problem or not.

UPDATE* I am typing this while wired to modem and have been watching mlb.tv for last 13 minutes and no problem......So where do I go from here??? It has to be a setting or can I change something in my routers settings to be able to get better download speeds and upload speeds?

UPDATE NUMBER 2* After i submitted the last update my connection has dropped even while wired to the laptop and streaming. So it definately seems like a high bandwidth problem. Now where do I go from here? lol

[RicheemxX]

You do not need to PM us when you update your thread, if we around and we will respond when we can

Sounds like a signal strength issue or something directly related to your connection. You'll most likely have to contact your ISP and have them come out and directly test your connection, but here are a few things you can try.

1) Connect your computer directly to the modem via Ethernet
2) Run ShaperProbe and post your results. Basically it scan to see if your ISP might just be disconnecting you because of high usage. You can try this test too Glasnost: Test if your ISP is shaping your traffic
3) Post your upstream and downstream signal levels (click the link it should open the modems setup page.) We are interested in your power levels (dBmV) and your Signal to Noise Ratio (SNR). If the page doesn't open then you'll need to know the make and model of the modem or what the default gateway address is to confirm the IP address to log into.

I personally wouldn't know the appropriate levels to look at so about the only other suggestion I'd be able to make is as I said calling your ISP and requesting they come check the line levels.

[hotmilk8]

ShaperProbe Results
Performed at 3:45PM
Estimating capacity:
Upstream: 2141 Kbps.
Downstream: 18282 Kbps.

The measurement will take upto 2.5 minutes. Please wait.

Checking for traffic shapers:

Upstream: No shaper detected.
Median received rate: 2090 Kbps.

Downstream: Measurement aborted due to high packet loss rate.

[hotmilk8]

Glastnost Results
Performed at 3:55PM
Downstream Bandwidth >=10 Mbps
Upstream Bandwidth: 2170 Kbps
Upstream Queue 1057ms
NOTES-Your upstream queue is so large that packets can get delayed for more than a second. This can be a problem for real-time traffic such as VoIP or online games!

Your Downstream link seems to be faster than 10 Mbps.
You can try to measure your downstream link again with probes at 20 Mbps.

[hotmilk8]

DOWNSTREAM
Frequency 603000000 Hz
Signal to Noise Ratio 36 dB
Downstream Modulation QAM256
Network Access Control Object ON
Power Level 4 dBmV

USTREAM
Channel ID 7
Frequency 32000000 Hz
Ranging Service ID 2582
Symbol Rate 5.120 Msym/s
Power Level 54 dBmV
Upstream Modulation
[1] QPSK
[3] 16QAM
[2] 64QAM

SIGNAL STATS
Total Unerrored Codewords 57074446
Total Correctable Codewords 0
Total Uncorrectable Codewords 0

LOGS

2012-04-28 14:43:227-InformationB401.0Authorized2012-04-28 14:43:165-WarningC04.1rgstToD request sent - Response received2012-04-28 14:42:523-CriticalR02.0No Ranging Response received - T3 time-out2012-04-28 14:42:423-CriticalR02.0No Ranging Response received - T3 time-out2012-04-28 14:42:383-CriticalR02.0No Ranging Response received - T3 time-out2012-04-28 14:42:225-WarningC04.1rgstToD request sent - Response received1970-01-01 00:00:253-CriticalR02.0No Ranging Response received - T3 time-out1970-01-01 00:00:193-CriticalR02.0No Ranging Response received - T3 time-out1970-01-01 00:00:153-CriticalR02.0No Ranging Response received - T3 time-out2012-04-28 09:05:507-InformationC203.0DCC arrive new2012-04-28 09:05:443-CriticalR02.0No Ranging Response received - T3 time-out2012-04-28 09:05:413-CriticalR02.0No Ranging Response received - T3 time-out2012-04-28 09:05:363-CriticalR02.0No Ranging Response received - T3 time-out2012-04-28 09:05:317-InformationC202.0DCC depart old2012-04-28 09:02:457-InformationB401.0Authorized2012-04-28 09:02:395-WarningC04.1rgstToD request sent - Response received

[hotmilk8]

@Westom -

Ping test done without any streaming

Pinging any-fp3-real.wa1.b.yahoo.com [98.139.183.24] with 32 bytes of data:
Reply from 98.139.183.24: bytes=32 time=151ms TTL=52
Reply from 98.139.183.24: bytes=32 time=76ms TTL=52
Reply from 98.139.183.24: bytes=32 time=31ms TTL=52
Reply from 98.139.183.24: bytes=32 time=85ms TTL=52

Ping statistics for 98.139.183.24:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 31ms, Maximum = 151ms, Average = 85ms

Ping test done while streaming mlb.tv on PS3
Microsoft Windows [Version 6.0.6002]
Copyright (c) 2006 Microsoft Corporation. All rights reserved.

C:\Users\Owner>ping Yahoo!

Pinging any-fp3-real.wa1.b.yahoo.com [98.139.183.24] with 32 bytes of data:
Reply from 98.139.183.24: bytes=32 time=40ms TTL=52
Reply from 98.139.183.24: bytes=32 time=69ms TTL=52
Reply from 98.139.183.24: bytes=32 time=52ms TTL=52
Reply from 98.139.183.24: bytes=32 time=44ms TTL=52

Ping statistics for 98.139.183.24:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 40ms, Maximum = 69ms, Average = 51ms

[hotmilk8]

Tracert performed without streaming
C:\Users\Owner>tracert xfinity.com

Tracing route to xfinity.com [207.223.8.109]
over a maximum of 30 hops:

1 1 ms <1 ms <1 ms 192.168.1.1
2 46 ms 10 ms 11 ms 10.240.181.9
3 15 ms 9 ms 7 ms 67.59.248.165
4 9 ms 9 ms 9 ms 67.83.224.141
5 12 ms 10 ms 11 ms rtr4-tg11-2.wan.whpln
6 12 ms 12 ms 12 ms 64.15.2.202
7 35 ms 31 ms 32 ms be-10-806-pe01.111eig
[75.149.228.245]
8 42 ms 44 ms 46 ms pos-1-12-0-0-cr01.new
68.86.86.193]
9 43 ms 46 ms 48 ms te-2-1-pe01.philadelp
8.86.84.194]
10 41 ms 38 ms 36 ms 75.149.230.254
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Tracert performed while streaming mlb.tv

Microsoft Windows [Version 6.0.6002]
Copyright (c) 2006 Microsoft Corporation. All rights reserved.

C:\Users\Owner>tracert xfinity.com

Tracing route to xfinity.com [207.223.8.109]
over a maximum of 30 hops:

1 3 ms <1 ms 1 ms 192.168.1.1
2 7 ms 24 ms 8 ms 10.240.181.9
3 17 ms 22 ms 11 ms 67.59.248.165
4 11 ms 8 ms 16 ms 67.83.224.141
5 66 ms 77 ms 35 ms rtr4-tg11-2.wan.whplny.cv.net [64.15.8.25]
6 12 ms 11 ms 11 ms 64.15.2.202
7 13 ms 12 ms 11 ms be-10-806-pe01.111eighthave.ny.ibone.comcast.net
[75.149.228.245]
8 15 ms 15 ms 15 ms pos-1-12-0-0-cr01.newyork.ny.ibone.comcast.net [
68.86.86.193]
9 18 ms 26 ms 17 ms te-2-1-pe01.philadelphia.pa.ibone.comcast.net [6
8.86.84.194]
10 71 ms 48 ms 68 ms 75.149.230.254
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

NOTE**Connection dropped at number 23 while streaming

[hotmilk8]

This is what takes place while modem resets

While it is working properly these 6 lights are lit.Power/Downstream/Upstream/Online/Link(Flashing when activity takes place)/Telephone1

1. game/movie stops streaming and freezes on screen
2. Upstream flashes on modem
3. Telephone 1 dissapears
4. Online disappears
5. Upstream is still flashing during 3 and 4
6. Upstream disappears
7. Downstream flashes for 3 seconds and turns solid
8. Upstream flashes again for about 10 seconds and turns solid
9. Online flashes
10. Telephone 1 flashes
11. ALL SOLID this goes on for about 2 min.

[hotmilk8]

Wow thanks for all that information. Still no clue why i drop though because I just took the mlb.com speed test and my Bandwidth was 4151 kbps and says that in order to run mlb.tv you need to have these numbers
Broadband (768 kbps for standard video)
Broadband (3000 kbps for HD video)

NOTE* Modem is a Motorola SURFboard SBV5222 Digital Voice Modem

[RicheemxX]

No offense but Westom is really getting into a bunch of details and information that is really irrelevant to a user.

Your connection is timing out at the same point of contact which is at Comcast. All the information given points to it being an issue with your ISP and really something they'll most likely have to look into.

Contact your ISP, they can run line tests prior to coming out to see how they think your levels are and within a couple mins they might be able to give you an answer. If not then ask them to come out and test your connection.

When I had issues with Comcast they had to come out and spend about 20mins running the tests. It took that long for them to be able too sit and watch the line levels go from good to bad. They pulled a new drop for me and even then the levels were what the tech really wanted, but they were as strong as they could get them.

[hotmilk8]

Technician is coming out tomorrow to troubleshoot the problem

[hotmilk8]

This is a video i took of my modem resetting.

Modem problem - YouTube

It reset again 1.5 min after it restored