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tracert when internet went down
nobalance
Enthusiast - Level 2
‎01-10-2011 09:12 AM

I was surfing and noticed the connection getting bad I ran the traceroute and here's the results. 

Microsoft Windows [Version 6.0.6002]
Copyright (c) 2006 Microsoft Corporation.  All rights reserved.

C:\Users\cd\

C:\>tracert www.google.com

Tracing route to www.l.google.com [72.14.204.104]
over a maximum of 30 hops:

  1    15 ms    14 ms    65 ms  Wireless_Broadband_Router.home [192.168.1.1]
  2     *        *        *     Request timed out.
  3     *        *        *     Request timed out.
  4     *        *        *     Request timed out.
  5     *     1006 ms    45 ms  0.so-3-2-0.XT1.DCA6.ALTER.NET [152.63.39.169]
  6  1174 ms   282 ms  1246 ms  0.xe-0-0-0.XL3.IAD8.ALTER.NET [152.63.32.214]
  7     *        *        *     Request timed out.
  8     *        *     1099 ms  google-gw.customer.alter.net [152.179.50.62]
  9   311 ms   614 ms   139 ms  216.239.46.248
 10    19 ms   122 ms    17 ms  66.249.94.46
 11   135 ms    32 ms    32 ms  iad04s01-in-f104.1e100.net [72.14.204.104]

Trace complete.

C:\>tracert www.google.com
Unable to resolve target system name www.google.com.

C:\>tracert www.verizon.com
Unable to resolve target system name www.verizon.com.

C:\>

SOooo  I then used the VZ home agent and it was unable to solve the issue, (actually told me to check the coax connection).   I then used windows to reset the router ip and TaDah!  Then I'm back online. 

 Some observations.....

1)  No other computers were transmitting at the time.

2)  I have a Set Top Box that loses it program guide and some channels are unavailable on a daily basis.  I run the diagnosis and that reveals no outside IP found. Now when I run that diagnosis the router will display the internet light before the diagnosis however after the STB diagnosis (when I get the no outside IP error), the router internet light will be off.  I then have to reset the router and STB for everything to work again. 

3) All coax in my residence is break free from device to VZ splitter.

4) I have been experiencing frequent disconnects from the internet on wireless and wired devices most notably the xBox when playing online. ( When the connection is good  I can host matches wirelessly with 16 players)

5)  2 weeks ago I reset the ONT, and removed the battery backup for about 5 minutes. I then brought each and every device online starting with the router, I had no issues for 24 - 48 hours.

New tracert reveals.


C:\>tracert www.google.com

Tracing route to www.l.google.com [72.14.204.147]
over a maximum of 30 hops:

  1     1 ms    <1 ms    <1 ms  192.168.1.1
  2     8 ms     6 ms     7 ms  L100.BLTMMD-VFTTP-21.verizon-gni.net [71.127.152
.1]
  3    24 ms    10 ms    34 ms  G0-3-3-0.BLTMMD-LCR-22.verizon-gni.net [130.81.1
78.186]
  4    11 ms    10 ms    11 ms  so-2-1-0-0.PHIL-BB-RTR2.verizon-gni.net [130.81.
29.122]
  5    14 ms    15 ms    15 ms  0.xe-3-0-2.XL4.IAD8.ALTER.NET [152.63.3.57]
  6    13 ms    13 ms    14 ms  TenGigE0-7-0-0.GW7.IAD8.ALTER.NET [152.63.32.198
]
  7    30 ms    28 ms    30 ms  google-gw.customer.alter.net [152.179.50.62]
  8   708 ms   241 ms   137 ms  216.239.46.248
  9    27 ms    19 ms    14 ms  66.249.94.54
 10    42 ms    49 ms    32 ms  iad04s01-in-f147.1e100.net [72.14.204.147]

Trace complete.

C:\>

I will be moving the router to another location to see if this alleviates any issues.  Although I have relocated this once before I am willing to try most anything to get this all running as it should. 

Any suggestions?? nb

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2 Replies
An Accepted Solution is available for this post.
Re: tracert when internet went down
Hubrisnxs
Legend
‎01-10-2011 01:31 PM
@nobalance wrote:

Tracing route to www.l.google.com [72.14.204.104]
over a maximum of 30 hops:

  1    15 ms    14 ms    65 ms  Wireless_Broadband_Router.home [192.168.1.1]

That is you're biggest problem, and indicates a problem connecting from your hardware to to the router.  that should be around 1ms.

if it's all the connections that are having a problem simultaneously then I would probably either reseat that coax cable at both the router and the wall, or flat out replace it altogether.  that is where you should really start, the connection between the router and the main ONT  

if it's exclusively wireless that is having a problem, then something as simple as changing the channels would probably help.

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Re: tracert when internet went down
nobalance
Enthusiast - Level 2
‎01-10-2011 02:53 PM

Thanks for your reply.

    I have reset the ONT, Router and every single device on the network including computers and set top boxes .   The Internet still goes down. Intermittently drops connection wether a single device is connected or multiple devices are connected.  After todays reset, I find one STB that can not connect to an outside network. (Tried to bring up a widget.) It can see the router but nothing else.

The computer that was connected to the router via ethernet has suffered the same random outages, However, in moving the router I will try to rule out the coax at that location. I am going to test the xBox live service hard wired this evening to see if it suffers from the same drop in service as being connected wirelessly.

I moved the router to another location in my home that has a 30' home run to the ONT. My suspicion has been the router since I started experiencing these issues. I had comcast and my Linksys router was flawless but it was Comcast.

Is there a way to get the Actiontec router replaced without having to wait for 20 minutes on hold and go through the entire diagnostic procedure again?   Thanks again for any replies

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