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Old 03.08.2011, 01:21
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cablecom internet dropouts after upgrade?

I recently upgraded our home internet package (Fiberpower 100) to get the faster internet. With this, we received a new wireless modem (a white Thomsen with dual antennae). Since then, we've experienced a significant number of dropouts (loss of internet connection), which continued even after I upgraded our Ethernet card (it was several years old) today. Previously, it was also resetting its configuration, losing its memory of it's ssid and wpa password. It hasn't done that for awhile but we're still getting dropouts. We didn't have this problem with their slower service. Cablecom says that have put our modem on 'signalmonitor' which doesn't give me a great deal of confidence that anyone considers this a problem from their end. Something must be shite here and bugger me if this is my area of expertise to be able to figure out what it is and tell them (because they obviously need help). Any suggestions from people who are better techies than me?
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Old 03.08.2011, 01:49
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Re: cablecom internet dropouts after upgrade?

The usual suspects, antennae position, router location, presence of microwave ovens, wireless telephones and base stations, other wireless users, neighbours with N routers on same channel.

What happens when you sit very near to the router, do you get drop outs then ?

PS

Cablecom will be launching a support forum very soon. The perfect place for these questions.
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Old 03.08.2011, 09:47
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Re: cablecom internet dropouts after upgrade?

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The usual suspects, antennae position, router location, presence of microwave ovens, wireless telephones and base stations, other wireless users, neighbours with N routers on same channel.
It's not that I lose the wireless signal from the router...the signal is there and there don't appear to be that many surrounding wireless points..the problem is that the router loses its connection to the outside world and we have to reset it. It's a new building so I don't suspect the cabling. Thanks for the info about the forum, I'll keep an eye out for it. They may change their minds about it once the comments start flowing in... :-)
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Old 03.08.2011, 10:01
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Re: cablecom internet dropouts after upgrade?

try look at the fireware of the router and upgrade it if you can. Usually the firmware is so OLD on those boxes, that an upgrade will cure a lot of problems.

Download the firmware from the manufacturer's website and make sure you connect to the route by wire and not WIFI before doing the upgrade. After the loading and upgrade, the router will reboot. As caution, download a copy of the existing confirguration file first; just in case..

Hope this help.
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Old 03.08.2011, 10:03
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Re: cablecom internet dropouts after upgrade?

After several years without a problem, we have had three complete loss of supply incedents from CC in the last two weeks. TV, telephone and Internet.

The last was yesterday afternoon from 2pm to 6pm. CC blame road works/building work breaking cables...
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Old 03.08.2011, 10:46
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Re: cablecom internet dropouts after upgrade?

Same here. CC guy came and changed the cable socket (the one on the wall) which elimimated the TV problems and reduced the number of connection issues, but at least twice per day, the connection from router to the internet is lost. The router is still visible, so it's not a wireless issue. CC phone being VoIP, that means the phone is dead, too. Ususally all comes back after 5 mins or so.
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Old 03.08.2011, 10:46
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We had some major issues after we upgraded to fiberpower. Turned out to be a faulty Ubee modem - after getting that exchanged, everything is back to normal.

Last week there was an outage but that one affected almost all of Eastern Switzerland.

Of course, Fiberpower needs perfect wiring inside your building. More often than not, the electricians who put the cable in have no clue what they're doing. For example, the cable needs to be correctly grounded, or connection issues are bound to occur. We used a company that was specialized in Cablecom installations and they did everything the way it's supposed to be done. Getting the cabling checked and fixed can be a b***h though, if you live in an apartment building. Especially since your landlord will tell you that nobody else has problems - because in all likelihood, nobody else has FP internet, either. With lower speeds, faulty wiring usually isn't an issue, but with 50+ mbit/s speeds, any defect will lead to problems.

Apart from that, you might also need gigabit-ready network cables to get the most out of your connection. Unshielded twisted-pair cables can wreak havoc in your network as soon as the transmission speeds are increased . Make sure you get at least cat 5e cables. Cat 5 don't work well with speeds over 10 mbit/s.
Also, using wifi for 50+ mbit/s speeds is futile, unless your notebook sits directly next to the wifi hotspot.

Last edited by dawiz; 03.08.2011 at 10:58.
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Old 03.08.2011, 21:39
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Re: cablecom internet dropouts after upgrade?

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I recently upgraded our home internet package (Fiberpower 100) to get the faster internet. With this, we received a new wireless modem (a white Thomsen with dual antennae). Since then, we've experienced a significant number of dropouts (loss of internet connection), which continued even after I upgraded our Ethernet card (it was several years old) today. Previously, it was also resetting its configuration, losing its memory of it's ssid and wpa password. It hasn't done that for awhile but we're still getting dropouts. We didn't have this problem with their slower service. Cablecom says that have put our modem on 'signalmonitor' which doesn't give me a great deal of confidence that anyone considers this a problem from their end. Something must be shite here and bugger me if this is my area of expertise to be able to figure out what it is and tell them (because they obviously need help). Any suggestions from people who are better techies than me?
Firstly: use a wire connection with cat5e or cat6 cables on GigE ports and monitor that connection. If the wired connection is fine, it means the WLAN is dodgy. If WLAN dodgy, follow usual WLAN diagnosis (switch of other devices, move cordless phones away, etc)

Note that you cannot get 100Mbit/s throughput on a 100Mbit/s port. To measure 100Mbit/s throughput, everything must use GigE ports and cat5e or cat6 cabling.
On a 100Mbit/s port, you'd be lucky to get more than 75 Mbit/s throughput.
The Thomspon modem has GigE ports. Your new Ethernet card hopefully should as well. Make sure the connecting cable is cat5e or cat6 (written on the cable).

Secondly: 100M fiberpower uses multiple bundled DOCSIS upstream and downstream channels. This greater demand on available channels means you are more likely to suffer problems if the cabling from the local node to your apartment wall socket is not perfect. The types of problems and types of interference that can exist are extensive and numerous. Right down to: an innocent neighbour may have a cable problem, which injects interference into the cable network, which interferes with exactly your wanted DOCSIS signal. I went to a course once where all this was explained and demonstrated - it is amazing the types of problems that can occur.

So history shows that 90% of all problems exist in the subscriber's own building.

So my guess is (in order of likeliness)
a) old, incapable wiring in the building/apartment
b) old wall sockets
c) damaged cable modem cable to wall socket
d) defective cable modem
e) wrong ethernet cable
f) wifi interference (if using wifi)

A process of elimination will quickly have you sorted.

Don't play with modem firmware, the cable modem will have specific firmware loaded by the network operator, which will be a known good version

Good luck!
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