troubleshooting internet issues - Page 5

marcnyc · 05-20-2014, 12:52 PM

If I understand this correctly, the Airport Extreme gets one IP from the cable modem and then distributes the other IPs to the devices wirelessly.
I do have the Router Mode set to DHCP and NAT.
Here are my settings on the new Airport Extreme.

marcnyc · 05-20-2014, 12:56 PM

and the other three windows

hayne · 05-20-2014, 01:37 PM

Yes, but what are (all) the computers configured to do (re IP address, DHCP server, etc)?
E.g. if one of the computers is (wrongly) configured to get its IP address from the ISP's DHCP server, then that would (effectively) take that one IP address away from the Airport Extreme.

marcnyc · 05-20-2014, 02:27 PM

How can I check if any of the computers are configured that way? Both the MacBook Pro and the iPad are just set to their defaults

marcnyc · 05-20-2014, 02:36 PM

By the way I just found the cable modem's config page by accessing 192.168.100.1

here are screenshots of the current configuration
let me know if you see any red flags
thanks

marcnyc · 05-20-2014, 02:38 PM

and the last two

DeltaMac · 05-20-2014, 04:08 PM

If you lose ALL wireless, and any wired, then maybe the cable modem is just not working reliably.
When you realize that you have a dropout - Have you verified, by browsing the 'net on any other device, that OTHER devices/phones, etc, also lose the internet?
If you rent the modem from TimeWarner - consider contacting them for a replacement unit.

marcnyc · 05-20-2014, 04:18 PM

when the internet drops out no devices work at all!
unfortunately I bought the modem so TWC won't give me a different one

DeltaMac · 05-20-2014, 04:30 PM

Just to double-check - when you have a dropout, are your devices STILL connected to the network (your AE), but simply have no internet, and won't load internet pages?

hayne · 05-20-2014, 06:33 PM

Quote:

Originally Posted by marcnyc


	By the way I just found the cable modem's config page by accessing 192.168.100.1 here are screenshots of the current configuration let me know if you see any red flags

I'm a bit confused about your setup. It might help if you drew a rough (even using ASCII text) diagram showing what is connected to what (and how - Ethernet / WiFi /etc)

In particular, I think those latest screenshots show that your modem is providing a wireless network. Usually you don't want it to do that if you have an Airport Extreme. Usually you connect the Airport Extreme to the modem by Ethernet and disable all wireless functionality on the modem.
(Not that this is causing your problems - but simpler is better when it comes to networking)

marcnyc · 05-21-2014, 12:12 AM

Hello Hayne,
as far as I can tell the modem doesn't have wireless capabilities... I could be wrong but if you google "motorola sb6141" it doesn't call it a wireless modem or wireless router or anything like that...

here's a diagram:

internet >(coaxial)> Motorola modem >(RJ 45 cat 5 patch cord)> Airport Extreme >(wireless)> all other devices

For the record, I do also have a VoIP phone that connects via RJ45 cat 5 cable to the Airport Extreme but for the sake of testing the dropouts it's been turned off and disconnected from the airport extreme and from the wall/power to make sure it wasn't causing interferences and I have had it disconnected for the last week trying to test everything as thoroughly as I can

anthlover · 05-21-2014, 12:48 AM

Here is the spec sheet no wireless. The info that was hard to read in the screen shots the hz that caught there eyes was of the the DOCS Cable signal not Wifi.

http://www.arrisi.com/modems/datashe...Data_Sheet.pdf

I do not have too much else to add the moment. Hayne and Delta are great. Truly that assuming their is nothing wrong with the Surfboard which does NOT provide routing capabilities of its own wired or wireless.

Your provider would be the best to answer how to best set up. Normally the Airport would do its job and give you the correct settings and you I assume have all the clients set under network to DHCP not putting in any custom settings other then connecting to the wifi and putting in the password.

The fact that the signal drops and seems sensitive to more then one device being on seems to belie what Hayne indicated about multiple IPs or conflicts.

marcnyc · 05-21-2014, 12:58 AM

I am not very good on PC so I don't know where to check on the PC but even when the PC is off the internet drops out when it's just my Mac Book Pro and our iPad that are connected and I have definitely checked the settings for those two and they are all set to automatic and no manual DHCP or IP settings

anthlover · 05-21-2014, 01:01 AM

A few other notes I searched elsewhere for you. There a number of threads that point to settings or bad surfboards. Some said IPV6 had to be on. There were of course many different issues some physical with the hook up from RR to the Surfbaord. Hayne or Delta may have other ideas. But if not I would:

A) Find out exactly how RR or Time warner recommend setting up the surfboard and Airport Extreme (they should be able to tell you what settings to use even if they are not able to tell you specifically about your extreme).

B) Failing that you may need to switch modems.

For the record my Dad has Time Warner and Airport Extreme and no issues. I will take note when I visit which Modem they gave him, he rents. I can also check his settings. Note though that I think you have RR and he time warner though their almost the same company.

Lastly I would not think it would be a bad idea to whine and have them come back out since you keep have service drops. You can even keep a log and tell them about how often per day since your keeping such carful track.

IP conflict is possible but only would toast the two machine conflicting not all the devices in the house.

One last thought. My father's connection use to suck. It was slow, painfully so. He eventually upgraded to their higher tier of service. Sounds silly but they might latterly be bandwidth starving you and hence the issue with more then one device.

marcnyc · 05-21-2014, 01:12 AM

I do have Time Warner, like your dad, it shows up as RR.nyc.com but it is TimeWarner and my bills come from TimeWarner.
If you could let me know which modem he has so I could maybe try that that would be great.
Thanks

anthlover · 05-21-2014, 01:13 AM

Will do. Please re-read the end of my last post because I edited while you were posting back.

marcnyc · 05-21-2014, 01:18 AM

I have already done that. I am paying for Turbo service and I have a good upload/download speed, in fact when the tech came and checked that he was impressed I was getting as much as I was getting when he did the speed test

anthlover · 05-21-2014, 01:20 AM

Fair enough. Will get you what info I can from my fathers.

marcnyc · 05-21-2014, 01:24 AM

thanks a lot!

anthlover · 05-21-2014, 07:30 PM

My father was given a Ubee DVW3201 which is Cable Modem and Router though he does not use. Have not had the opportunity to check his Airport settings but I suspect there on the defaults I left them on long ago, I will try to get on there soon.

This hardware was given to him has part of the upgrade when he upgraded his service. I do not know what the Rental fee is. I do not remember a separate fee I believe it was part of the contract cost for monthly internet.

05-20-2014, 12:52 PM	#81
marcnyc All Star Join Date: Mar 2004 Posts: 956	If I understand this correctly, the Airport Extreme gets one IP from the cable modem and then distributes the other IPs to the devices wirelessly. I do have the Router Mode set to DHCP and NAT. Here are my settings on the new Airport Extreme. Attached Thumbnails

05-20-2014, 12:56 PM	#82
marcnyc All Star Join Date: Mar 2004 Posts: 956	and the other three windows Attached Thumbnails

05-20-2014, 01:37 PM	#83
hayne Site Admin Join Date: Jan 2002 Location: Montreal Posts: 32,473	Yes, but what are (all) the computers configured to do (re IP address, DHCP server, etc)? E.g. if one of the computers is (wrongly) configured to get its IP address from the ISP's DHCP server, then that would (effectively) take that one IP address away from the Airport Extreme. __________________ hayne.net/macosx.html

05-20-2014, 02:36 PM	#85
marcnyc All Star Join Date: Mar 2004 Posts: 956	By the way I just found the cable modem's config page by accessing 192.168.100.1 here are screenshots of the current configuration let me know if you see any red flags thanks Attached Thumbnails

05-20-2014, 02:38 PM	#86
marcnyc All Star Join Date: Mar 2004 Posts: 956	and the last two Attached Thumbnails

05-20-2014, 02:27 PM	#84
marcnyc All Star Join Date: Mar 2004 Posts: 956	How can I check if any of the computers are configured that way? Both the MacBook Pro and the iPad are just set to their defaults

05-20-2014, 04:08 PM	#87
DeltaMac League Commissioner Join Date: Jan 2002 Posts: 8,531	If you lose ALL wireless, and any wired, then maybe the cable modem is just not working reliably. When you realize that you have a dropout - Have you verified, by browsing the 'net on any other device, that OTHER devices/phones, etc, also lose the internet? If you rent the modem from TimeWarner - consider contacting them for a replacement unit.

05-20-2014, 04:18 PM	#88
marcnyc All Star Join Date: Mar 2004 Posts: 956	when the internet drops out no devices work at all! unfortunately I bought the modem so TWC won't give me a different one

05-20-2014, 04:30 PM	#89
DeltaMac League Commissioner Join Date: Jan 2002 Posts: 8,531	Just to double-check - when you have a dropout, are your devices STILL connected to the network (your AE), but simply have no internet, and won't load internet pages?

05-21-2014, 12:12 AM	#91
marcnyc All Star Join Date: Mar 2004 Posts: 956	Hello Hayne, as far as I can tell the modem doesn't have wireless capabilities... I could be wrong but if you google "motorola sb6141" it doesn't call it a wireless modem or wireless router or anything like that... here's a diagram: internet >(coaxial)> Motorola modem >(RJ 45 cat 5 patch cord)> Airport Extreme >(wireless)> all other devices For the record, I do also have a VoIP phone that connects via RJ45 cat 5 cable to the Airport Extreme but for the sake of testing the dropouts it's been turned off and disconnected from the airport extreme and from the wall/power to make sure it wasn't causing interferences and I have had it disconnected for the last week trying to test everything as thoroughly as I can

05-21-2014, 12:48 AM	#92
anthlover Hall of Famer Join Date: Apr 2003 Posts: 3,620	Here is the spec sheet Here is the spec sheet no wireless. The info that was hard to read in the screen shots the hz that caught there eyes was of the the DOCS Cable signal not Wifi. http://www.arrisi.com/modems/datashe...Data_Sheet.pdf I do not have too much else to add the moment. Hayne and Delta are great. Truly that assuming their is nothing wrong with the Surfboard which does NOT provide routing capabilities of its own wired or wireless. Your provider would be the best to answer how to best set up. Normally the Airport would do its job and give you the correct settings and you I assume have all the clients set under network to DHCP not putting in any custom settings other then connecting to the wifi and putting in the password. The fact that the signal drops and seems sensitive to more then one device being on seems to belie what Hayne indicated about multiple IPs or conflicts.

05-21-2014, 12:58 AM	#93
marcnyc All Star Join Date: Mar 2004 Posts: 956	I am not very good on PC so I don't know where to check on the PC but even when the PC is off the internet drops out when it's just my Mac Book Pro and our iPad that are connected and I have definitely checked the settings for those two and they are all set to automatic and no manual DHCP or IP settings

05-21-2014, 01:01 AM	#94
anthlover Hall of Famer Join Date: Apr 2003 Posts: 3,620	A few other notes I searched elsewhere for you. There a number of threads that point to settings or bad surfboards. Some said IPV6 had to be on. There were of course many different issues some physical with the hook up from RR to the Surfbaord. Hayne or Delta may have other ideas. But if not I would: A) Find out exactly how RR or Time warner recommend setting up the surfboard and Airport Extreme (they should be able to tell you what settings to use even if they are not able to tell you specifically about your extreme). B) Failing that you may need to switch modems. For the record my Dad has Time Warner and Airport Extreme and no issues. I will take note when I visit which Modem they gave him, he rents. I can also check his settings. Note though that I think you have RR and he time warner though their almost the same company. Lastly I would not think it would be a bad idea to whine and have them come back out since you keep have service drops. You can even keep a log and tell them about how often per day since your keeping such carful track. IP conflict is possible but only would toast the two machine conflicting not all the devices in the house. One last thought. My father's connection use to suck. It was slow, painfully so. He eventually upgraded to their higher tier of service. Sounds silly but they might latterly be bandwidth starving you and hence the issue with more then one device. Last edited by anthlover; 05-21-2014 at 01:12 AM.

05-21-2014, 01:12 AM	#95
marcnyc All Star Join Date: Mar 2004 Posts: 956	I do have Time Warner, like your dad, it shows up as RR.nyc.com but it is TimeWarner and my bills come from TimeWarner. If you could let me know which modem he has so I could maybe try that that would be great. Thanks

05-21-2014, 01:13 AM	#96
anthlover Hall of Famer Join Date: Apr 2003 Posts: 3,620	Will do. Please re-read the end of my last post because I edited while you were posting back.

05-21-2014, 01:18 AM	#97
marcnyc All Star Join Date: Mar 2004 Posts: 956	I have already done that. I am paying for Turbo service and I have a good upload/download speed, in fact when the tech came and checked that he was impressed I was getting as much as I was getting when he did the speed test

05-21-2014, 01:20 AM	#98
anthlover Hall of Famer Join Date: Apr 2003 Posts: 3,620	Fair enough. Will get you what info I can from my fathers.

05-21-2014, 01:24 AM	#99
marcnyc All Star Join Date: Mar 2004 Posts: 956	thanks a lot!

05-21-2014, 07:30 PM	#100
anthlover Hall of Famer Join Date: Apr 2003 Posts: 3,620	My father was given a Ubee DVW3201 which is Cable Modem and Router though he does not use. Have not had the opportunity to check his Airport settings but I suspect there on the defaults I left them on long ago, I will try to get on there soon. This hardware was given to him has part of the upgrade when he upgraded his service. I do not know what the Rental fee is. I do not remember a separate fee I believe it was part of the contract cost for monthly internet.