Joined Nov 2016
L5: Journeyman
Forum Thread
Keep having to reboot cable modem after internet interruption
March 11, 2024 at
09:17 PM
2 to 3 months ago I started having problems with my internet connection going down. My theory is there is a slight pause or whatever you want to call it in the connection and my modem can't reconnect. If it goes down and I immediately reboot the modem it starts working. I've let it set for as much as 30 minutes after going down and it doesn't reconnect but does immediately after rebooting the modem. I'm hoping there is an option in the modem that I haven't been able to locate that will force a reconnect without me having to reboot. Does anyone know of any possible solutions. So far I haven't found anything in my research.
Modem is a Arris G36. Happens at different times during the day and late at night so i don't think it is a overload of their network. I replaced the outside splitter and that didn't help. Also the outage isn't consistent. It will happen 4 or 5 times in a 2 to 3 hour period and then might not happen again for a week or more. I'm hardwired into the modem and I've tried different ports plus just wifi.
Modem is a Arris G36. Happens at different times during the day and late at night so i don't think it is a overload of their network. I replaced the outside splitter and that didn't help. Also the outage isn't consistent. It will happen 4 or 5 times in a 2 to 3 hour period and then might not happen again for a week or more. I'm hardwired into the modem and I've tried different ports plus just wifi.
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Modem is a Arris G36. Happens at different times during the day and late at night so i don't think it is a overload of their network. I replaced the outside splitter and that didn't help. Also the outage isn't consistent. It will happen 4 or 5 times in a 2 to 3 hour period and then might not happen again for a week or more. I'm hardwired into the modem and I've tried different ports plus just wifi.
You might be able to log into the router at 192.168.0.1 (or whatever the ip is) and reboot it from your LAN without having to go physically unplug it. There would also be a status page you can access on the router's webpage that shows the modem/wan status and can provide some insights into what's going on, on plain modems this is typically accessed at 192.168.100.1, on combos under 192.168.0.1 but you have to log in to see it. The biggest things to look at on the status page are corrected/uncorrectable errors and SNR.
In my experience when cable internet goes down, it will often come back on it's own without intervention, but if you reboot the modem it's likely to come back online much quicker. If your motivated it's possible to automate this with a home automation system and zwave or zigbee controlled outlet.
Given the frequency of the issues your having, I would suggest having someone investigate the line and if your renting the modem perhaps try to get them to replace it.
You might be able to log into the router at 192.168.0.1 (or whatever the ip is) and reboot it from your LAN without having to go physically unplug it. There would also be a status page you can access on the router's webpage that shows the modem/wan status and can provide some insights into what's going on, on plain modems this is typically accessed at 192.168.100.1, on combos under 192.168.0.1 but you have to log in to see it. The biggest things to look at on the status page are corrected/uncorrectable errors and SNR.
In my experience when cable internet goes down, it will often come back on it's own without intervention, but if you reboot the modem it's likely to come back online much quicker. If your motivated it's possible to automate this with a home automation system and zwave or zigbee controlled outlet.
Given the frequency of the issues your having, I would suggest having someone investigate the line and if your renting the modem perhaps try to get them to replace it.
Are you sure it is the connection that goes down vs a bad power supply?
I'd still try to get a technician to check your line. It might need attenuation and the tech who comes to your house may be able to do more regarding the modem getting the firmware update than the people in the call center. Don't tell them you need a firmware update, merely complain you keep losing your internet connection and want a tech send to the house. Talk to the tech about the firmware, see if they can do anything.
The way firmware is handled is one of the frustrating things about modem / router combos. Nearly 20 years ago, I had a cable modem that I had to flash with a special firmware in order for it to work on comcast. It was never a very reliable modem, always quite frustrating.
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If you talk to Arris they may tell you the modem is bad and it is under warranty.
I do hope you are not renting the modem???