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Slow/skipping internet and disconnect


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Connoramo's Avatar
Connoramo Connoramo is offline
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Join Date: Feb 2012
05-Feb-2012, 02:47 PM #1
Slow/skipping internet and disconnect
I've been experiencing wireless connection problems ever since the purchase of a new router. The internet connection seems to slow and spike often, with disconnects happening at random. At times i can remain connected for an hour or two without the problem, and at other times it lasts five minutes at a time. When the internet skips, troubleshooter finds no problems, and when i disconnect fully i get an error along the lines of could not access default gateway. Any help would be appreciated.

Tech Support Guy System Info Utility version 1.0.0.2
OS Version: Microsoft Windows 7 Home Premium, 64 bit
Processor: AMD Phenom(tm) II N640 Dual-Core Processor, AMD64 Family 16 Model 6 Stepping 3
Processor Count: 2
RAM: 3835 Mb
Graphics Card: ATI Mobility Radeon HD 4200 Series, 256 Mb
Hard Drives: C: Total - 464304 MB, Free - 308227 MB;
Motherboard: TOSHIBA, NALAE
Antivirus: AVG Anti-Virus Free Edition 2011, Updated and Enabled
Router: NETGEAR WNDR4000"

Something else i should mention. i never disconnect from the router, only the internet

Last edited by Connoramo; 05-Feb-2012 at 03:08 PM..
etaf's Avatar
etaf   (Wayne) etaf is offline
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Location: Surrey, UK
05-Feb-2012, 04:49 PM #2
it may be a dns issue or a wireless interference issue

can you do the following when its working correctly and then repeat all the tests when it fails



------------------------------------------------------------------------
ipconfig /all
If you cannot access the internet with this PC, then you will need to paste the results into something like notepad and then copy onto a machine that can access the internet and post results here

We would like to see the results from ipconfig /all post back the results in a reply here

Hold the Windows key and press R, then type CMD then press Enter to open a command prompt box (A new dialogue box - black with white font, will appear on screen ):

In the command prompt window that opens, type the following command:

Note that there is a space before the /ALL, but there is NOT a space after the / in the following command.

ipconfig /all > network.txt & network.txt

It will export the results to notepad and then automatically open notepad.

Now all you need to do is copy and paste those results to a reply here
to do that:
From the notepad menu - choose Edit - Select all
all the text will be highlighted
Next
From the notepad menu - choose Edit - Copy
Now go back to the forum - reply and then right click in the reply box and paste
------------------------------------------------------------------------

------------------------------------------------------------------------
Ping Tests
If you cannot access the internet with this PC, then you will need to paste the results into something like notepad and then copy onto a machine that can access the internet and post results here
Save the file to a USB flash drive or other removable media. Plug it into the working computer with internet access and copy the file and paste here.

Start> Run {search bar in Vista/W7}> CMD to open a DOS window and type:

Type the following command
Ping {plus the number thats shown against the default gateway shown in above ipconfig /all}
Post back the results
rightclick in the box
select all
enter
control key + C key - to copy
then reply here and
control key + V to paste

Type the following command
Ping google.com
Post back the results
rightclick in the box
select all
enter
control key + C key - to copy
then reply here and
control key + V to paste

Type the following command
Ping 209.183.226.152
post back results
rightclick in the box
select all
enter
control key + C key - to copy
then reply here and
control key + V to paste
Quote:
For your information only
these tests will check various stages of the connection, the first ping test, ping default gateway checks to see if you still have a connection to the router the next two
Ping google.com & Ping 209.183.226.152 tests the connection to internet , one by name and one by number which checks that the dns is working

------------------------------------------------------------------------

------------------------------------------------------------------------
Run Xirrus Wi-Fi Inspector
Download and install

If you cannot access the internet with this PC, then you will need to copy the program across to the faulty PC
Save the file to a USB flash drive or other removable media. Plug it into the working computer with internet access and copy the file and paste here.


http://www.xirrus.com/Products/Wi-Fi-Inspector.aspx
Direct link to the program is here http://wpc.475a.edgecastcdn.net/0047...etup.1.2.0.exe

{If the above link does not work heres another link http://www.pcworld.com/downloads/file_download/fid,77196-order,4/download.html}

Then run and install the program - on a wireless enabled PC/Laptop
if you get an error - You need NET Framework installed for the WiFi Inspector to function.

Run the program

A user guide is available here http://www.xirrus.com/Products/Wi-Fi...uide1-2-0.aspx

post a screen shot of the program running - if there are a lot of networks showing can you click on "networks" top lefthand area - so we can see all the network information, and also post which network "Adapter Name" (1st column) is yours on the list

To post a screen shot of the active window, hold the Alt key and press the PrtScn key. Open the Windows PAINT application and Paste the screen shot. You can then use PAINT to trim to suit, and save it as a JPG format file.
To upload it to the forum, open the full reply window and use the Manage Attachments button to upload it here.
Full details are here http://library.techguy.org/wiki/TSG_...g_a_Screenshot

Note:
For a reliable (or robust as the Xirrus user guide says) wireless connection you need a signal of about -70 dBm or better.

If you are using the Mac OS then use http://www.istumbler.net/
------------------------------------------------------------------------
__________________
Wayne
Please let us know what the final solution was to any problem posted
Connoramo's Avatar
Connoramo Connoramo is offline
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Join Date: Feb 2012
05-Feb-2012, 07:47 PM #3
Windows IP Configuration

Host Name . . . . . . . . . . . . : Connor-PC
Primary Dns Suffix . . . . . . . :
Node Type . . . . . . . . . . . . : Hybrid
IP Routing Enabled. . . . . . . . : No
WINS Proxy Enabled. . . . . . . . : No

Wireless LAN adapter Wireless Network Connection 2:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Microsoft Virtual WiFi Miniport Adapter
Physical Address. . . . . . . . . : 1C-65-9D-8D-85-20
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes

Wireless LAN adapter Wireless Network Connection:

Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Realtek RTL8188CE Wireless LAN 802.11n PCI-E NIC
Physical Address. . . . . . . . . : 1C-65-9D-8D-85-20
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes
Link-local IPv6 Address . . . . . : fe80::3d0e:a10:2942:9420%13(Preferred)
IPv4 Address. . . . . . . . . . . : 192.168.1.7(Preferred)
Subnet Mask . . . . . . . . . . . : 255.255.255.0
Lease Obtained. . . . . . . . . . : Sunday, February 05, 2012 2:56:49 PM
Lease Expires . . . . . . . . . . : Monday, February 06, 2012 2:56:54 PM
Default Gateway . . . . . . . . . : 192.168.1.1
DHCP Server . . . . . . . . . . . : 192.168.1.1
DHCPv6 IAID . . . . . . . . . . . : 320628125
DHCPv6 Client DUID. . . . . . . . : 00-01-00-01-14-56-E7-C1-88-AE-1D-F7-1F-FE
DNS Servers . . . . . . . . . . . : 192.168.1.1
NetBIOS over Tcpip. . . . . . . . : Enabled

Ethernet adapter Local Area Connection:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Realtek PCIe FE Family Controller
Physical Address. . . . . . . . . : 88-AE-1D-F7-1F-FE
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes

Tunnel adapter isatap.{5D0CA1F9-A7F7-4B84-B213-FA7FB17CA113}:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Microsoft ISATAP Adapter
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes

Tunnel adapter Local Area Connection* 11:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Microsoft 6to4 Adapter
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes

Tunnel adapter isatap.{5E2DEE2D-F793-45F9-B92A-AEA40DA7EFCA}:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Microsoft ISATAP Adapter #2
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes

Tunnel adapter Teredo Tunneling Pseudo-Interface:

Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Teredo Tunneling Pseudo-Interface
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes
IPv6 Address. . . . . . . . . . . : 2001:0:4137:9e76:51:354a:e74e:d95e(Preferred)
Link-local IPv6 Address . . . . . : fe80::51:354a:e74e:d95e%14(Preferred)
Default Gateway . . . . . . . . . : ::
NetBIOS over Tcpip. . . . . . . . : Disabled

Tunnel adapter Reusable ISATAP Interface {6ECD4B00-1246-4926-B57B-82B558E896C1}:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Microsoft ISATAP Adapter #4
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes
Connoramo's Avatar
Connoramo Connoramo is offline
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Join Date: Feb 2012
05-Feb-2012, 07:50 PM #4
When working:
Microsoft Windows [Version 6.1.7600]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Connor>ping 192.168.1.1

Pinging 192.168.1.1 with 32 bytes of data:
Reply from 192.168.1.1: bytes=32 time=1ms TTL=64
Reply from 192.168.1.1: bytes=32 time=1ms TTL=64
Reply from 192.168.1.1: bytes=32 time=1ms TTL=64
Reply from 192.168.1.1: bytes=32 time=1ms TTL=64

Ping statistics for 192.168.1.1:


Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 1ms, Maximum = 1ms, Average = 1ms

C:\Users\Connor>

Microsoft Windows [Version 6.1.7600]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Connor>ping google.com

Pinging google.com [74.125.113.105] with 32 bytes of data:
Reply from 74.125.113.105: bytes=32 time=35ms TTL=51
Reply from 74.125.113.105: bytes=32 time=30ms TTL=51
Reply from 74.125.113.105: bytes=32 time=30ms TTL=51
Reply from 74.125.113.105: bytes=32 time=32ms TTL=51

Ping statistics for 74.125.113.105:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 30ms, Maximum = 35ms, Average = 31ms

C:\Users\Connor>

Microsoft Windows [Version 6.1.7600]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Connor>ping google.com

Pinging google.com [74.125.113.105] with 32 bytes of data:
Reply from 74.125.113.105: bytes=32 time=35ms TTL=51
Reply from 74.125.113.105: bytes=32 time=30ms TTL=51
Reply from 74.125.113.105: bytes=32 time=30ms TTL=51
Reply from 74.125.113.105: bytes=32 time=32ms TTL=51

Ping statistics for 74.125.113.105:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 30ms, Maximum = 35ms, Average = 31ms

C:\Users\Connor>
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Connoramo Connoramo is offline
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Join Date: Feb 2012
05-Feb-2012, 08:14 PM #5
Program runnning
Attached Thumbnails
Slow/skipping internet and disconnect-untitled.jpg  
Connoramo's Avatar
Connoramo Connoramo is offline
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05-Feb-2012, 08:15 PM #6
Not sure if i'll be able to run it when i disconnect, as it is a very short time, but i hope this helps
etaf's Avatar
etaf   (Wayne) etaf is offline
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Location: Surrey, UK
06-Feb-2012, 02:34 PM #7
the wireless signal is quite low @ -72 dBm
as mentioned above
Quote:
Note:
For a reliable (or robust as the Xirrus user guide says) wireless connection you need a signal of about -70 dBm or better.
so this may be the issue -

can you change the position of the router at all or the aerial if external - sometime just moving the aeral slightly by 90degrees or the router by a couple of feet can make a big difference
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Connoramo Connoramo is offline
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18-Feb-2012, 06:01 PM #8
I've made adjustments and tried resetting my router and modem. I've checked the program again and it is now at -80 dBm
etaf's Avatar
etaf   (Wayne) etaf is offline
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19-Feb-2012, 05:27 AM #9
how far away are you from the router and what is in between
describe the environment you are in and the router and PC position

-80 is a poor signal and in fact worse than the -72 you had before and will not give a reliable connection
your looking to make the number smaller as its a negative number

so something like -50 or -30 would be better
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Connoramo Connoramo is offline
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21-Feb-2012, 02:21 AM #10
It is across my house. We have a large room connected to no other rooms up a flight of stairs where the router is located. Downstairs, across the house and back upstairs is where i use my laptop. However I've used it in the room of the router and still experienced the same issue.
etaf's Avatar
etaf   (Wayne) etaf is offline
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21-Feb-2012, 03:10 PM #11
Quote:
However I've used it in the room of the router and still experienced the same issue.
cna we see the signal in that room and we will need to do the test in a strong signal area

because with any signal -70 or lower ie larger number -80 etc - you wont get a reliable conneciton

so lets try the tests in a room with a strong signal and see if that disconnects - also leave the xirrus running so we can see the graph just in case the signal is dropping

so do all the tests again when its working - stay in the room when it disconnects repeat all the test including xirrus screen shot
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Connoramo Connoramo is offline
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21-Feb-2012, 09:57 PM #12
Will do, in the meantime though, my router is run through my modem and my modem is well over a decade old. Would this affect the connection?
etaf's Avatar
etaf   (Wayne) etaf is offline
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Location: Surrey, UK
22-Feb-2012, 02:52 PM #13
Quote:
Will do, in the meantime though, my router is run through my modem and my modem is well over a decade old. Would this affect the connection?
it may do - but I would expect you to have mentioned that all the devices lose the connection is that the case ?
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Connoramo Connoramo is offline
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22-Feb-2012, 07:57 PM #14
Quote:
Originally Posted by etaf View Post
it may do - but I would expect you to have mentioned that all the devices lose the connection is that the case ?
This is not the Case to my knowledge.

Tests in the room with the router (about 5 ft from router)

Windows IP Configuration

Host Name . . . . . . . . . . . . : Connor-PC
Primary Dns Suffix . . . . . . . :
Node Type . . . . . . . . . . . . : Hybrid
IP Routing Enabled. . . . . . . . : No
WINS Proxy Enabled. . . . . . . . : No

Wireless LAN adapter Wireless Network Connection 2:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Microsoft Virtual WiFi Miniport Adapter
Physical Address. . . . . . . . . : 1C-65-9D-8D-85-20
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes

Wireless LAN adapter Wireless Network Connection:

Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Realtek RTL8188CE Wireless LAN 802.11n PCI-E NIC
Physical Address. . . . . . . . . : 1C-65-9D-8D-85-20
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes
Link-local IPv6 Address . . . . . : fe80::3d0e:a10:2942:9420%13(Preferred)
IPv4 Address. . . . . . . . . . . : 192.168.1.7(Preferred)
Subnet Mask . . . . . . . . . . . : 255.255.255.0
Lease Obtained. . . . . . . . . . : Wednesday, February 22, 2012 6:34:43 PM
Lease Expires . . . . . . . . . . : Thursday, February 23, 2012 6:34:48 PM
Default Gateway . . . . . . . . . : 192.168.1.1
DHCP Server . . . . . . . . . . . : 192.168.1.1
DHCPv6 IAID . . . . . . . . . . . : 320628125
DHCPv6 Client DUID. . . . . . . . : 00-01-00-01-14-56-E7-C1-88-AE-1D-F7-1F-FE
DNS Servers . . . . . . . . . . . : 192.168.1.1
NetBIOS over Tcpip. . . . . . . . : Enabled

Ethernet adapter Local Area Connection:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Realtek PCIe FE Family Controller
Physical Address. . . . . . . . . : 88-AE-1D-F7-1F-FE
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes

Tunnel adapter isatap.{5D0CA1F9-A7F7-4B84-B213-FA7FB17CA113}:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Microsoft ISATAP Adapter
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes

Tunnel adapter Local Area Connection* 11:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Microsoft 6to4 Adapter
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes

Tunnel adapter Local Area Connection* 9:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Microsoft ISATAP Adapter #2
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes

Tunnel adapter Teredo Tunneling Pseudo-Interface:

Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Teredo Tunneling Pseudo-Interface
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes
IPv6 Address. . . . . . . . . . . : 2001:0:4137:9e76:244a:2faa:e74e:d95e(Preferred)
Link-local IPv6 Address . . . . . : fe80::244a:2faa:e74e:d95e%14(Preferred)
Default Gateway . . . . . . . . . : ::
NetBIOS over Tcpip. . . . . . . . : Disabled

Microsoft Windows [Version 6.1.7600]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Connor>ping 192.168.1.1

Pinging 192.168.1.1 with 32 bytes of data:
Reply from 192.168.1.1: bytes=32 time=1ms TTL=64
Reply from 192.168.1.1: bytes=32 time=1ms TTL=64
Reply from 192.168.1.1: bytes=32 time=1ms TTL=64
Reply from 192.168.1.1: bytes=32 time=1ms TTL=64

Ping statistics for 192.168.1.1:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 1ms, Maximum = 1ms, Average = 1ms


Microsoft Windows [Version 6.1.7600]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Connor>ping google.com

Pinging google.com [72.14.204.101] with 32 bytes of data:
Reply from 72.14.204.101: bytes=32 time=22ms TTL=53
Reply from 72.14.204.101: bytes=32 time=21ms TTL=53
Reply from 72.14.204.101: bytes=32 time=24ms TTL=53
Reply from 72.14.204.101: bytes=32 time=22ms TTL=53

Ping statistics for 72.14.204.101:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 21ms, Maximum = 24ms, Average = 22ms

C:\Users\Connor>

Microsoft Windows [Version 6.1.7600]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Connor>ping google.com

Pinging google.com [72.14.204.101] with 32 bytes of data:
Reply from 72.14.204.101: bytes=32 time=22ms TTL=53
Reply from 72.14.204.101: bytes=32 time=21ms TTL=53
Reply from 72.14.204.101: bytes=32 time=24ms TTL=53
Reply from 72.14.204.101: bytes=32 time=22ms TTL=53

Ping statistics for 72.14.204.101:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 21ms, Maximum = 24ms, Average = 22ms

C:\Users\Connor>Microsoft Windows [Version 6.1.7600]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.
Microsoft Windows [Version 6.1.7600]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

Microsoft Windows [Version 6.1.7600]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Connor>ping 209.183.226.152

Pinging 209.183.226.152 with 32 bytes of data:
Reply from 209.183.226.152: bytes=32 time=20ms TTL=48
Reply from 209.183.226.152: bytes=32 time=23ms TTL=48
Reply from 209.183.226.152: bytes=32 time=21ms TTL=48
Reply from 209.183.226.152: bytes=32 time=22ms TTL=48

Ping statistics for 209.183.226.152:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 20ms, Maximum = 23ms, Average = 21ms

C:\Users\Connor>
Attached Thumbnails
Slow/skipping internet and disconnect-router-info.jpg  
Connoramo's Avatar
Connoramo Connoramo is offline
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Join Date: Feb 2012
22-Feb-2012, 07:59 PM #15
By the way, our router is only two weeks old, we just had a new modem installed today, and the laptop is relatively new. Is it strange I still have the minimum number in order to achieve a reliable connection?
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