Sergeant Dias

Q: Connection drops randomly throughout the day ONLY on my PC.

Hi, my name is Spencer and I am having dreadful issues that I can not fix easily. I have a Windows 8.1 PC and since the day I got it, I have been getting internet issues several times a day on bad days. I have Comcast's maximum residential speed (150 Mbps but Ookla says I'm getting almost 200 on good days). When I contacted Comcast they tried everything in THEIR power but said it was the Apple Air Port's fault. So, i am here asking for relief from this nightmare.



Good Luck,

Spencer

Dell Upgraded Desktop, Windows 8

Posted on Oct 12, 2015 8:43 AM

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Q: Connection drops randomly throughout the day ONLY on my PC.

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  • Helpful answers

  • by Bob Timmons,

    Bob Timmons Bob Timmons Oct 12, 2015 9:50 AM in response to Sergeant Dias
    Level 10 (105,055 points)
    Wireless
    Oct 12, 2015 9:50 AM in response to Sergeant Dias

    Which Apple AirPort Router do you have?

     

    These Products.png

     

    What is the make and model number of your modem?

  • by Sergeant Dias,

    Sergeant Dias Sergeant Dias Oct 12, 2015 10:48 AM in response to Bob Timmons
    Level 1 (0 points)
    Oct 12, 2015 10:48 AM in response to Bob Timmons

    Airport Extreme, Model A1521

  • by Bob Timmons,

    Bob Timmons Bob Timmons Oct 12, 2015 11:28 AM in response to Sergeant Dias
    Level 10 (105,055 points)
    Wireless
    Oct 12, 2015 11:28 AM in response to Sergeant Dias

    Thanks, we also asked about what the make and model number of your modem might be......(see previous message to confirm).....so if you could provide that information, that would be helpful.

     

    In the meantime, to start the troubleshooting process, power off the AirPort Extreme and connect your computer directly to the modem for a day or two and check the connection from time to time for stability.

     

    If you notice any connection drops during this "test" period, that points to a possible defective modem, or the wiring from the utility pole into the junction box and finally to the wall jack may be exhibiting some corrosion or poor connection issues.

     

    We assume that you have already replaced the Ethernet cable from your modem to the AirPort Extreme to make sure that you do not have a defective cable.

     

    If there are no connection drops during your 1-2 day "test", then we can proceed to troubleshooting on the AirPort Extreme. Post back at that time.

     

    In the meantime, if you have an Apple Store near your home, it would be good idea to take it in to let the folks there take a look to make sure that everything is operating correctly.

  • by Sergeant Dias,

    Sergeant Dias Sergeant Dias Oct 12, 2015 2:54 PM in response to Sergeant Dias
    Level 1 (0 points)
    Oct 12, 2015 2:54 PM in response to Sergeant Dias

    Connecting directly to the modem is not an option as there is no computer that can be safely moved to it. And I did provide the model number, but I don't know the make.

  • by Bob Timmons,Helpful

    Bob Timmons Bob Timmons Oct 13, 2015 12:38 PM in response to Sergeant Dias
    Level 10 (105,055 points)
    Wireless
    Oct 13, 2015 12:38 PM in response to Sergeant Dias

    Thanks, but you provided the model number of your Apple AirPort Extreme wireless router......not a modem.  Unless your AirPort Extreme connects directly to a wall Ethernet port, you have a modem or gateway there as well.....a device likely provided by your Internet Service Provider.

     

    If you have a simple modem, it will look something like this on the back panel:

    Modem.png

    If you have a modem/router, which is also called a gateway, the device will look something like this:

    Modem Router.png

     

    Until we know more about what modem or modem/router you might have, we are kind of stuck.....since there are some settings that will need to be checked on the AirPort Extreme to make sure that they are correct.  These settings will vary depending on the type of modem that you have.

     

    So, as we said, we're kind of stuck at this point, until we know more about how your Internet signal reaches the AirPort Extreme.

     

    Connecting a computer directly to a modem is a basic troubleshooting step that determines whether the modem is working correctly or not. If you are not able to connect a computer directly to the modem to test that way, we are not sure how else to test to make sure that the modem is operating correctly.  We are very surprised that your provider did not ask you to do this when you were working with them.

  • by Sergeant Dias,

    Sergeant Dias Sergeant Dias Oct 13, 2015 12:42 PM in response to Bob Timmons
    Level 1 (0 points)
    Oct 13, 2015 12:42 PM in response to Bob Timmons

    Ahhhhh, ok

     

    Modem:

    Cisco DPC3008

  • by Bob Timmons,

    Bob Timmons Bob Timmons Oct 13, 2015 1:31 PM in response to Sergeant Dias
    Level 10 (105,055 points)
    Wireless
    Oct 13, 2015 1:31 PM in response to Sergeant Dias

    Thanks for the additional information.

     

    Cisco DPC3008 is much more than a simple "modem".....it is a modem/router or gateway device.....which makes troubleshooting more complicated.

     

    If it is not possible to connect a computer directly to the Cisco DPC3008 gateway to test that way, then we must unfortunately leave out a very important troubleshooting step.

     

    The next troubleshooting step would be to connect your PC directly to an Ethernet LAN <--> port on the AirPort Extreme using a wired Ethernet cable connection for a day or two and check the connection from time to time to make sure that it has not dropped.

     

    We use this type of troubleshooting step for this simple reason.......if the connection is not stable using a wired Ethernet cable......then it will also never be stable when you try to use a wireless connection. In other words, you must have a good wired connection before you have a good wireless connection.

     

    Are you able to connect the PC directly to one of the LAN <--> ports on the AirPort Extreme and test that way?

  • by Sergeant Dias,

    Sergeant Dias Sergeant Dias Oct 13, 2015 6:15 PM in response to Bob Timmons
    Level 1 (0 points)
    Oct 13, 2015 6:15 PM in response to Bob Timmons

    Unfortunately my modem and router are right next to each other.

  • by Bob Timmons,

    Bob Timmons Bob Timmons Oct 13, 2015 6:28 PM in response to Sergeant Dias
    Level 10 (105,055 points)
    Wireless
    Oct 13, 2015 6:28 PM in response to Sergeant Dias

    I'm sorry, but I'm afraid that we will not be able to help if we are not able to perform basic troubleshooting steps.

     

    Please wait for help from another user who may have the talent to be able to understand your problem without first being able to find out where the actual issue might be.