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I know how important it is to stay connected to the Wi-Fi on all of your devices. We definitely want to help you get this working properly. We just have a few questions to gather more information on what's happening.
We look forward to your response!
Wifi internet 2.4/5GHz using Hitron Rocket Modem keeps randomly going down
My internet randomly switches to "No internet" or disconnects every few hours and I have to switch to other frequency band. This has been happening for few weeks now.
Logs in the past week:
(Log removed for security/privacy reasons. Please edit the CM MAC address before uploading the log. -RogersMoin)
|Port ID||Frequency (MHz)||Modulation||Signal strength (dBmV)||Channel ID||Signal noise ratio (dB)|
|Port ID||Frequency (MHz)||Modulation||Signal strength (dBmV)||Channel ID||Bandwidth|
|1||25900000||ATDMA - 64QAM||41.500||2||6400000|
|2||38700000||ATDMA - 64QAM||42.500||4||6400000|
|3||32300000||ATDMA - 64QAM||41.500||3||6400000|
|4||21100000||ATDMA - 64QAM||41.000||1||3200000|
I have read through similar posts but there doesn't seem to be a straight forward solution, so any suggestions on what to do next or what I can try would be useful before I call technical support.
@vsendhil your signal levels look ok, but, looking at the log, I would guess that you're seeing disconnects. Just to see if there are disconnects occurring between the modem and the upstream Cable Modem Termination System, can you run the following check with an ethernet connected device:
1. Run a trace to anywhere, google for example. Using a command prompt, enter:
tracert -4 www.google.com
2. The first IP address in the trace will be the modem or router (if the modem is in Bridge mode). The second IP address will be the Cable Modem Termination System (CMTS) .
3. Ping the CMTS IP address for an hour or longer.
To run a one hour test use:
ping -n 3600 xxx.xxx.xxx.xxx where xxx.xxx.xxx.xxx is the CMTS address.
To run an indefinite test use:
ping -t xxx.xxx.xxx.xxx where xxx.xxx.xxx.xxx is the CMTS address. Use Ctrl C to bail out of the test
When that test is done, copy the bottom results. Select or highlight the bottom results, and then use Ctrl C to copy those result. Use Ctrl V to paste the results into a new post.
That's the starting point, running a ping test to the CMTS, looking for packet loss caused by any disconnects.
For the wifi side, are you using Auto for the 2.4 and 5 Ghz channel setting?
Is Wifi Band Steering enabled in the Wireless .... Advanced page?
Personal opinion, if Auto is set for the channel setting, set the channels to a manual selection. The 2.4 Ghz situation is probably a write off if you're in a normal neighbourhood. I'd set it for channel 1, 6 or 11, depending on how busy those channels are. Download Winfi Lite onto a windows laptop. Winfi Lite can be downloaded as a freebie download from:
Have a look with Winfi Lite and see which channel (1, 6 or 11) has the least competition and the most separation from any neighbouring wifi networks.
Set the 5 Ghz network to channel 149 to 161 in order to use the higher output power allowed by those channels, compared to the lower 36 to 44 channel range.
If Band steering is enabled, disable it and assign a different network name to either the 2.4 or 5 Ghz network in order to separate the two networks into distinct networks. Connect to one or the other, depending on your network use.
Hopefully, if you're been using Auto channel and Band Steering, running manually selected channels and no band steering might yield improved results if the modem has been reacting to changes in the local wifi environment.