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Mark_Gonzales's avatar
Mark_Gonzales
New Contributor
2 months ago

PHX/Mesa - Constant Near Daily Outages

I have been tracking my internet service since 2020 which pings Google, Level 3, and Cloudflare.  If there is no response from all three for 20 seconds, it considers it a external outage (It also checks my internal network as well).  This software is on a desktop hardwired to the router and modem.

Prior to November 14, on average I would get a few short outages lasting a few to 10 minutes at most per month.  Not the most convenient but I know uptime is not guaranteed.  

10/9 to 10/26 - 4 outages totalling 25 minutes (max 8 min)

10/26 to 11/14 - 3 outages totalling 26 minutes (max 11 min)

After November 14 my outages significantly increased

11/14 to 11/23 - 12 outages totalling 1 hour 39 minutes (max 14 min)

11/23 to 11/24 - 0 outages

11/24 to 12/12 - 46 outages totalling 10 hours 5 min (max 53 min)

12/12 to 12/20 - 5 outages totalling 2 hours 25 min (max 51 min)

I have rebooted my router and modem multiple times to no avail.  Hotspot from cell carrier has no issues.  Only once have I checked my address and it shows there is "performance degradation".  Thinking oh hey, maybe they found the issue, I just waited the outage out but continue to have them.  

This appears to be server side so I don't think any client side fixes will correct the problem since the same equipment was working perfectly fine before the outage spike.   Is this just another one of the "deal with it" issues that won't be able to go away?

outage
  • WiderMouthOpen's avatar
    WiderMouthOpen
    Esteemed Contributor II
    2 months ago

    First, what model modem and router do you have? If a stand alone modem, post the signal levels from 192.168.100.1. Also look at the event logs around the time of the issues. Don't post the logs though unless you edit out the HFC MAC address.

    As for the ping/latency data, try Pingplotter or winMTR to see where the latency issue is happening. With Pingplotter you can share the data by going to file > share > create sharing page.

    • Mark_Gonzales's avatar
      Mark_Gonzales
      New Contributor
      2 months ago

      Modem: Arris CM8200, Router: Netgear R4500 (Wifi 4, yeah its old)

      SNR on the modem is around 42db and Downstream Receive Levels are around 3.7-6.5 dBmV. Upstream Transmit is around 41 dBmV. 

      These were the two closest Error Logs when there was a 51 minute outage:

      CM-STATUS message sent. Event Type Code: 16; Chan ID: 160; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=XX-XX-XX-XX-XX-XX;CMTS-MAC=XX-XX-XX-XX-XX-XX;CM-QOS=1.1;CM-VER=3.1;

      CM-STATUS message sent. Event Type Code: 20; Chan ID: 160; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=XX-XX-XX-XX-XX-XX;CMTS-MAC=XX-XX-XX-XX-XX-XX;CM-QOS=1.1;CM-VER=3.1;