Since last fall I have had issues with my service. They have dispatched people numerous times and each time they come and then leave saying that everything is fine.
My latest issue is odd, where I will literally lose connection for a minute or two and then it's back online. Speed tests when active are at the 28-30Mbps range, so I'm very happy with that. But then....nothing. My modem doesn't lose power, I just lose connectivity.
Last week my issue while having this issue is I could ping www.google.com and it would time out, but I'd get consistent pings back from the IP address. I spoke with a supervisor and he said that somebody was working on a similar issue and wondered if they could remote into my modem and do some remote pings and they would call me back.....of course nobody ever called me back. They set up a service call instead.
I had a tech come to my house on Monday night and he called Tier 2 support and they said the issue is my modem (which I own....it's a Surfboard 6121). He said that I needed to get a hold of Motorolla and get new firmware.
Well...I called them, and they said two things:
My signal is too low
Firmware is not distributed by them and is instead sent by the ISP.
So...again I'm frustrated because I don't know what to do. If I had any confidence that it was my modem I'd go and buy one. But my issues are just odd. (being able to ping by IP but not DNS etc).
Any help or advice would be appreciated.
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