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kaythesee's avatar
kaythesee
New Contributor
9 years ago

Random Disconnects after getting new modem and router

Hello everyone. I might have a better chance here than waiting for my internet to disconnect again to "possibly" find the issue.

I was renting a modem/router combo with COX when I first got my internet and I had no issues with my connection. I'm currently paying for Premier Internet and I decided a few months ago to get my own modem and router to lower my bill and possibly get better connection, if possible. Ever since I've switched, I've had more disconnects than I've ever had while being a Cox customer. I finally decided to give COX a call and they believe it's the router, so I called tech support with my router and they want me to wait till it's disconnected to maybe find the issue. So this is my back up plan if I can find a solution with the help of others.

I now own NETGEAR CM500 MODEM and ASUS RT-AC66U ROUTER. I've hard resetted, updated firmware, mess with a few settings in the router, and I still get disconnected randomly. At first I thought it was Vonage, but even when it's not being used, I can still disconnect. My PC that is wired connected and my cellphone which is connected to WiFi both disconnect. When I look at the LED lights on my router and modem, all lights are still on, so I know they haven't been powered off.

I've also looked at the logs on both modem and router, but I'm not sure what's going on. Thought I'd give it a shot on here, to see if any tech savvy people have any good advice on what my router settings should be to prevent the disconnections. 

asus netgear disconnect

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  • Tecknowhelp's avatar
    Tecknowhelp
    Valued Contributor II
    9 years ago

    First, how do you have Vonage connected to your network?

    Second, what are you signal levels? To find them, go to 192.168.100.1, username: admin password: password then select "Cable Connection. See page 12-13 of manual for more info.

    Next, anything in the router logs? From it's UI, System Log > General Log. As seen here.

    Last, when the problem happens, see if you can ping the modem at 192.168.100.1.

  • kaythesee's avatar
    kaythesee
    New Contributor
    9 years ago

    Vonage is connected after my router.

    Startup Procedure
    Procedure Status Comment
    Acquire Downstream Channel 939000000 Hz Locked
    Connectivity State OK Operational
    Boot State OK Operational
    Security Enabled BPI+
    IP Provisioning Mode Honor MDD honorMdd(4)
     
    Downstream Bonded Channels
    Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
    1 Locked QAM256 46 939000000 Hz -0.2 dBmV 39.9 dB 0 0
    2 Locked QAM256 25 813000000 Hz 2.7 dBmV 40.9 dB 0 0
    3 Locked QAM256 26 819000000 Hz 2.4 dBmV 40.7 dB 0 0
    4 Locked QAM256 27 825000000 Hz 2.4 dBmV 40.7 dB 0 0
    5 Locked QAM256 28 831000000 Hz 1.9 dBmV 40.4 dB 0 0
    6 Locked QAM256 29 837000000 Hz 2.2 dBmV 40.6 dB 0 0
    7 Locked QAM256 30 843000000 Hz 1.9 dBmV 40.4 dB 0 0
    8 Locked QAM256 31 849000000 Hz 1.9 dBmV 40.5 dB 0 0
    9 Locked QAM256 32 855000000 Hz 1.4 dBmV 40.2 dB 0 0
    10 Locked QAM256 41 909000000 Hz 1.4 dBmV 40.2 dB 0 0
    11 Locked QAM256 42 915000000 Hz 0.8 dBmV 40.1 dB 0 0
    12 Locked QAM256 43 921000000 Hz 0.8 dBmV 40.1 dB 0 0
    13 Locked QAM256 44 927000000 Hz 0.4 dBmV 40.1 dB 0 0
    14 Locked QAM256 45 933000000 Hz 0.3 dBmV 40 dB 0 0
    15 Locked QAM256 47 945000000 Hz -0.3 dBmV 39.8 dB 0 0
    16 Locked QAM256 48 951000000 Hz -0.8 dBmV 39.8 dB 0 0
     
    Upstream Bonded Channels
    Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
    1 Locked ATDMA 1 5120 Ksym/sec 25800000 Hz 40.7 dBmV
    2 Locked ATDMA 2 5120 Ksym/sec 32200000 Hz 40.7 dBmV
    3 Locked ATDMA 3 5120 Ksym/sec 38600000 Hz 41.5 dBmV
    4 Locked TDMA and ATDMA 4 2560 Ksym/sec 17600000 Hz 41.5 dBmV

    Today I had a random disconnect I believe this morning. Because I saw both my wired PC and phone disconnect from the internet/WiFi. But here's the long from today. And then the entry before that was on August 1st. I also disabled the firewall today on my router to see if it would help at all with connection. But to be honest, I don't know if that's a good idea or if it'll do anything. 

    May 2 23:09:03 rc_service: ntp 518:notify_rc restart_upnp
    May 2 23:09:03 miniupnpd[517]: shutting down MiniUPnPd
    May 2 23:09:03 miniupnpd[527]: version 1.9 started
    May 2 23:09:03 miniupnpd[527]: HTTP listening on port 32870
    May 2 23:09:03 miniupnpd[527]: Listening for NAT-PMP/PCP traffic on port 5351
    May 2 23:09:03 rc_service: ntp 518:notify_rc restart_diskmon
    May 2 23:09:03 disk_monitor: Finish
    May 2 23:09:03 WAN Connection: WAN was restored.
    May 2 23:09:04 disk monitor: be idle
    May 2 23:09:15 hour monitor: daemon is starting
    May 2 23:09:15 rc_service: httpd 250:notify_rc start_autodet
    May 2 23:09:43 rc_service: httpd 250:notify_rc start_autodet
    May 2 16:10:28 syslogd started: BusyBox v1.17.4
    May 2 16:10:28 kernel: klogd started: BusyBox v1.17.4 (2016-01-28 08:30:59 CST)
    May 2 16:10:28 start_nat_rules: apply the nat_rules(/tmp/nat_rules_eth0_eth0)!
    May 2 16:10:28 hour monitor: daemon is starting
    May 2 16:10:35 kernel: wl_module_init: passivemode set to 0x0
    May 2 16:10:35 kernel: eth1: Broadcom BCM4331 802.11 Wireless Controller 6.30.163.2002 (r382208)
    May 2 16:10:35 kernel: eth2: Broadcom BCM4360 802.11 Wireless Controller 6.30.163.2002 (r382208)
    May 2 16:10:36 kernel: wlc_phy_cal_init_acphy: NOT Implemented
    May 2 16:10:43 rc_service: httpd 250:notify_rc start_webs_update
    May 2 23:13:59 nmbd[615]: [2016/05/02 23:13:59, 0] nmbd/nmbd_become_lmb.c:become_local_master_stage2(392)
    May 2 23:13:59 nmbd[615]: Samba name server RT-AC66U-A878 is now a local master browser for workgroup WORKGROUP on subnet 192.168.1.1
    May 2 23:22:52 miniupnpd[527]: upnp_event_process_notify: connect(192.168.1.140:2869): No route to host
    May 2 21:22:18 rc_service: httpd 250:notify_rc restart_firewall
    May 2 21:22:18 start_nat_rules: apply the nat_rules(/tmp/nat_rules_eth0_eth0)!
    May 2 21:35:24 rc_service: httpd 250:notify_rc restart_firewall
    May 2 21:35:24 start_nat_rules: apply the nat_rules(/tmp/nat_rules_eth0_eth0)!

    I haven't had a disconnect yet today. But what does it mean to ping the modem? How would I go about that?

    And thank you for the help!

  • ChrisL's avatar
    ChrisL
    Former Moderator
    9 years ago
    @kaythesee

    If you're trying to ping the modem that can be done by pinging 192.168.100.1 from a Windows command prompt.