Airport and Arris CM820 modem dropping connection

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Level 1

9 points

Airport and Arris CM820 modem dropping connection

I have Airport Extreme 6 Gen and a few months back received a "new" Arris CM820 modem from Time Warner Cable. Since then, I've been having slow and dropped connection problems daily - mostly in the evening while streaming via Apple TV and Roku devices and web browsing on MacBook Air and iPads at the same time. Each time, I do the unplug, wait 30 seconds and plug back in and it's okay for a while. But happens pretty much daily. I was emailing and talking via phone with an Apple support rep for a few weeks (had a case file), then she disappeared on me. I have up to date firmware (v 7.7.7). Have also tried using a 5G network as an alternative - but it's no help. Anyone else having these issues with the "new" modems TWC sent out?

MacBook Air, OS X Mavericks (10.9.5), mid-2012

Posted on Aug 12, 2016 1:32 PM

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Answer 1

Bob Timmons

Level 10

188,444 points

Aug 12, 2016 1:47 PM in response to jwaters2

If you have not already tested the modem, try to pick a time when you can power off the AirPort router and connect your Mac directly to the modem for a day or two to try things that way.

Alternately, you can of course call TWC support and have them check the line and the modem, but you already know that they will say that "things look good from here" and that "the problem must be another device, like your router.".....even though things worked fine before you received the "new" modem.

If the MacBook Air listed in your tagline is the only Mac that you have, then you will need an Apple Thunderbolt to Ethernet adapter to perform this test. Thunderbolt to Gigabit Ethernet Adapter - Apple

If the connection problems continue when you have the Mac connected directly to the modem, then the modem becomes a strong suspect. This is possible. But, it is also possible that the connection will remain stable all during your test.....and if that is the result, then TWC has a strong case for saying that their service and modem are working fine.

Until then, you really don't know whether you have a modem problem, an AirPort problem, or as can sometimes be the case.....a modem--router compatibility problem. In cases like this, the modem checks out OK and the AirPort does as well, and each manufacturer blames the other for the problem.

Please post back on the results of your "test" in a few days.

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Answer 2

jwaters2 Author

Level 1

9 points

Aug 12, 2016 2:22 PM in response to Bob Timmons

Hi. Thanks for your reply. I started the troubleshooting with TWC and checking the modem (I should have included that info in my post). I was able to test the modem by connecting directly to my Thunderbolt monitor which is connected to a MacBook Pro (I also have the MacBook Air). As you wrote, TWC reset the modem from their end and then said signal was strong and "all looked good". So it did seem to be an issue with my wifi router (Airport Extreme). However, everything was working fine before TWC sent me this new modem (said they were doing upgrades and it arrived in the mail). With the Apple support tech, we tested different channels and there was slight difference. While I'm working on the internet during the day (basic email, web browsing, file downloading), the connection seems stable. The trouble is only in the evening while we're streaming video via Apple TV and/or Roku devices and/or playing video from our laptops or iPads. Do you think it would help to upgrade my Time Warner internet speed service? I have the standard internet service and my modem speed tested fine within that range (around 17mbps). But since the issue seems to be happening with streaming movies/video... I wonder if this would help? I'd HATE to give Time Warner even more money if I don't have to .... Suggestions?

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Answer 3

Bob Timmons

Level 10

188,444 points

Aug 12, 2016 2:54 PM in response to jwaters2

The trouble is only in the evening while we're streaming video via Apple TV and/or Roku devices and/or playing video from our laptops or iPads.

That's when most problems occur.....in the evening since users are at home and the Internet is much busier. The result is the ISP connection can't handle the extra traffic very well at all. TWC will of course claim that things like this do not occur, but they do.

For streaming and other demanding tasks like that, you probably need at least 10 Mbps per device on your network, so something like a 50 Mbps connection would be the minimum to look at. 100 Mbps would be better if you can. We only have 2 users at our house and a total of about 5 devices, and a 100 Mbps plan barely meets our needs. And, we're really not that active compared to young folks.

Most ISPs will provide a test period for you, so if the increased speeds don't help you can revert back to your old plan.

I use and highly recommend a Zoom 5341J on TWC, so if you decide to try a different modem, the Zoom might be worth a look. Unfortunately, it appears as if this model may now be discontinued at some retailers.

Compatibility issues between some modems and wireless routers do exist. We've seen any number of reports from users who are having difficulty with Arris SB6141, SB6121, and SB6183 for example. Arris makes a good modem, and Apple make a good router. But, sometimes they just don't get along well together, and you have to make a change of one product or the other to bring things back to normal.

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