For i lost count many days(it's gotten really bad in the past week) my modem randomly loses connection(all the lights go off). Usually 15 seconds or less later the lights come back on like nothing happened. They however always go out long enough for my computer to lose connection. So that 15 or less of light being out turns into 30 sec to a min of no internet. This wouldn't be so bad except it happens like 20 times an hour. it's happened 4(actually 5 it happened again as I was editing this) in the past 10 minutes. i've tried everything I can think of to fix this on my end and and nothing works. I'm ready to murder my ISP at this point due to the sheer [filtered] ridiculousness of it.

If it matters my ISP is TWC/roadrunner, and i'm using an Sb4200 SURFboard cable modem. My internet goes to the modem to a wireless router to my computer. from what i can tell based on the light it's dropping at the modem

Well if your internet is good and never has issues and your only having issues with your modem then go buy your own that your ISP supports.

I have Comcast in Houston and bought my own Motorola modem and havnt had issues but when I used the Comcast one I notice my net was a bit sluggish compare to the new modem also it save we what 7 more dollars

Quote: TwilightAngel09 on 2012-02-18 08:41:17 UTC

IDK it randomly drops at the modem and not for long just long enough that my computer registers it before the lights go back on. It wouldn't be a problem but like i said in the 10 minutes before i posted and while I posted it happened 5 times so idk what's up

Quote: Marowit on 2012-02-18 08:38:00 UTC

Greetings.

This is the TERA forums. This isn't your TWC/Roadrunner forums.

Why not give their lovely Customer Service a call, so they can directly assist you with the issue?

You have Time Warner Cable. That's probably your problem, their service is terrible.

When I had them, my internet connection went out just like yours does; it was a million times a day and I always either got disconnected from the game I was playing or my latency would shoot up to 5k+. Their customer service is just as awful as the service itself, so someone would come out to my house, basically just restart my modem and go, "Here you go, all fixed." >.>

I finally went to pingtest.net and found out I was at 99% packet loss.

I ended up cancelling their terrible service and tolerating DSL until my apartment complex had FiOS installed. :/

Quote: Fatwa on 2012-02-18 09:18:20 UTC

I fully realize she posted this in the wrong place, but is it so hard to be even a little bit polite and helpful?

She'd probably get better advice here than calling TWC's horrible customer service line, where they usually speak no English and the only advice they can give you is "Unplug your modem and plug it back in."

Quote: Azumia on 2012-02-18 10:00:00 UTC

I'm sorry, but back up a second. In what world would Fatwa's response be considered impolite?

Quote: Azumia on 2012-02-18 10:00:00 UTC

I posted here because like you said TWC CS suck and i figured I had a better chance of getting someone smart here than from them.

I've done the speed and ping tests for my internet and when it's working I have decent internet. 20+ MB/s DL, minimal packet loss, ect ,ect. The problem if my modem keeps dropping me. like i said every light except the power constantly goes out and stays out just long enough for my computer to register the drop and dc me. So im every couple of mins trying to reconnect because my modem decided to be a [filtered] for 20 seconds

Quote: Arrei on 2012-02-18 10:21:46 UTC

Maybe I just read it wrong, but it sounded like he was being sarcastic. If he wasn't, then I was wrong and really didn't mean to sound like an [filtered]. :/

Although, having a lot of experience with TWC's customer service, it would definitely not be described as "lovely" and like I said, the OP would probably get better advice here, despite it being the wrong place to ask.

Hi its prob. some internal problem in your modem. It sounds like if all the lights go out it has something to do with the power. See if you can replace the power cord with a simmilar one. If that doesnt work I'd have your isp replace your modem.

So, there's quite a few things you can do to troubleshoot:

1. Do a power recycle, simply unplug power from your modem for 10 seconds and plug back in, and wait for all lights to register. Check connection, to see if issue is resolved. If not move on...


2. Take your router out of the picture, directly connect to the modem, and see if issue is resolved once your computer recognizes where you're now connected in the network, if this works, then your router is your problem source, if not, move on....

3. Make sure your ethernet cables are of proper configuration, make sure they're in snug, make sure they're not worn out... if your ethernet cables are old, it's possible they're just reaching their limit, try a new one(s)...if not, move on...

4. The cable connection that connects into the back of the modem, is it connected directly to the cable coming out of the wall outlet, or is that cable coming from the wall connected to a splitter, and a seperate cable coming from the splitter connected to the modem? If this is the case, there's a couple troubleshooting options... first try removing all cables from splitter with the exception of the one going to the modem and retry connection, if no go, try replacing that cable to your modem with a new one.... if no go, remove the splitter from the equation completely and directly connect the main cable from the wall outlet to the modem, and again try connection (note that if getting rid of the splitter works, then go to a local hardware store and purchase a new splitter...don't cheap out)... if none of these options work... move on...

5. If none of these solve your issue, I'd do a ping check using cmd prompt, though I think you stated you've already done this.

At this point if nothing worked, your options are, calling your isp CS and asking them to reset your connection from their side, if this doesn't work, then most likely your modem is kaput. If they don't want to reset on their side, get a new isp, cause they're lazy and useless. Your ISP should be able to walk you through some more in depth troubleshooting (which they most likely won't) as I don't wish to go over it via forums. Another thing to keep in mind, is a lot of ISP's don't tell you this, but a lot of times, they stagger connections once a certain data usage as been consumed by a person... This is completely wrong of them to do, but believe me I know they do it. If this is the case, it'll most likely continue till your next bill is paid.

Note: Before each of the steps listed above, I suggest doing a power recycle after each one is completed... it's tedious yes, but troubleshooting is meant to be tedious.

In the end, I say get a new ISP...
kthnx