1. Computer problem? Tech Support Guy is completely free -- paid for by advertisers and donations. Click here to join today! If you're new to Tech Support Guy, we highly recommend that you visit our Guide for New Members.

Slow/skipping internet and disconnect

Discussion in 'Networking' started by Connoramo, Feb 5, 2012.

Thread Status:
Not open for further replies.
Advertisement
  1. Connoramo

    Connoramo Thread Starter

    Joined:
    Feb 4, 2012
    Messages:
    19
    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
     
  2. etaf

    etaf Wayne Moderator

    Joined:
    Oct 2, 2003
    Messages:
    55,854
    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

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

    ------------------------------------------------------------------------
    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/00475A/XirrusWiFiInspectorSetup.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-Inspector/xirruswifiinspectorguide1-2-0.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_Posting_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/
    ------------------------------------------------------------------------
     
  3. Connoramo

    Connoramo Thread Starter

    Joined:
    Feb 4, 2012
    Messages:
    19
    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
     
  4. Connoramo

    Connoramo Thread Starter

    Joined:
    Feb 4, 2012
    Messages:
    19
    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>
     
  5. Connoramo

    Connoramo Thread Starter

    Joined:
    Feb 4, 2012
    Messages:
    19
    Program runnning
     

    Attached Files:

  6. Connoramo

    Connoramo Thread Starter

    Joined:
    Feb 4, 2012
    Messages:
    19
    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
     
  7. etaf

    etaf Wayne Moderator

    Joined:
    Oct 2, 2003
    Messages:
    55,854
    the wireless signal is quite low @ -72 dBm
    as mentioned above
    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
     
  8. Connoramo

    Connoramo Thread Starter

    Joined:
    Feb 4, 2012
    Messages:
    19
    I've made adjustments and tried resetting my router and modem. I've checked the program again and it is now at -80 dBm
     
  9. etaf

    etaf Wayne Moderator

    Joined:
    Oct 2, 2003
    Messages:
    55,854
    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
     
  10. Connoramo

    Connoramo Thread Starter

    Joined:
    Feb 4, 2012
    Messages:
    19
    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.
     
  11. etaf

    etaf Wayne Moderator

    Joined:
    Oct 2, 2003
    Messages:
    55,854
    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
     
  12. Connoramo

    Connoramo Thread Starter

    Joined:
    Feb 4, 2012
    Messages:
    19
    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?
     
  13. etaf

    etaf Wayne Moderator

    Joined:
    Oct 2, 2003
    Messages:
    55,854
    it may do - but I would expect you to have mentioned that all the devices lose the connection is that the case ?
     
  14. Connoramo

    Connoramo Thread Starter

    Joined:
    Feb 4, 2012
    Messages:
    19
    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 Files:

  15. Connoramo

    Connoramo Thread Starter

    Joined:
    Feb 4, 2012
    Messages:
    19
    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?
     
  16. Sponsor

As Seen On
As Seen On...

Welcome to Tech Support Guy!

Are you looking for the solution to your computer problem? Join our site today to ask your question. This site is completely free -- paid for by advertisers and donations.

If you're not already familiar with forums, watch our Welcome Guide to get started.

Join over 733,556 other people just like you!

Loading...
Thread Status:
Not open for further replies.

Short URL to this thread: https://techguy.org/1039665