Cable Modem Disconnects at Random

Posted on 2004-09-25
Medium Priority
Last Modified: 2013-12-27
My Motorola Surfboard 4200 Cable Modem with Bigpond (Australian ISP) disconnects at random. I am connected through a router (Linksys BEFSR41), and another 2 computers are also connected. Connectivity is fine, the net works whenever the modem is online, but the problem is that the modem disconnects randomly, often in the middle of browsing or downloading. My modem was professionally installed by the Bigpond person, the modem was the one provided by Bigpond.

I am using WinXP Pro SP2, and the other two computers are using Win98SE and WinXP Pro SP1.

I can provide any other info you need, including modem config and logs (btw I havn't changed any of the modem settings, they are default).
Question by:Kane00
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Expert Comment

ID: 12155071
Had a similar problem with a client running windows Millenium. Client upgraded to Windows XP for an unrelated reason and the problem disappeared. I have no logical explanation for this and can not even say for sure that the upgrade was the solution or if maybe there was some other software on the machine causing the disconnection which was removed when the drive was formatted.
Perhaps your win98 machine is causing a disconnection for some reason. Try disconnecting this from the network and see if the problem persists.

Author Comment

ID: 12157277
Actually, the Win98 machine hasn't been on during all the problems.

Expert Comment

ID: 12157653
Do you have an auto disconnect feature setup on the modem. Most modems give the option to diconnect after a certain time to save money , however on a Cable line this should not be necessary.
The disconnection , does it occur at regular intervals e.g. every 10 minutes ? Is there any type of pattern that you can recognise when it disconnects e.g.certain website visiting e.g
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Author Comment

ID: 12157665
Well today it has been fine, no disconnections. There is no autodisconnection feature on this modem.

Accepted Solution

cagri earned 450 total points
ID: 12158238
Two possible reasons;

1. Check your line connections or have them checked, a losen connector may cause sporadic disconnections exactly as you describe. It is not only the connector behind your modem but also there is one more, somewhere in the house, where the is a splitter to split the line into two for your TV and computer. It is a good idea to check all connections, make sure all are Ok and reinstall cable jacks if you found a problem.

2. In a similar setup, I once experienced the same problem and after a long examination the modem is found to be broken, replaced by the ISP.

3. Finally, it might be a good practive to check the TV on the times when Internet went down. Any problem with the TV signal will indicade an overall problem on the cable network. Ofcourse this is a rather low possibility while it worth to check.

Hope those helps,

Author Comment

ID: 12158404
Well, as I said above, today it has been fine, no disconnections. I think it must have just been the 'usual' thing that happens on weekends. Today is Monday so its OK again.. Strange, I guess it must just be traffic.

Author Comment

ID: 12158406
I will give the points to cagri for the high quality comment :)

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