Resolved - Internet Issues

[Gearhart 1st MRB]

Name: Gearhart (Cait)

Rank: MSgt.

Type of issue: (Software, Hardware, Steam, Not sure) Not Sure

Brief Description of Issue: I am posting on behalf of a pubber. This pubber has been having a lot of internet issues. Their ISP is Verizon - DSL internet. They pay for 1.5 Mbps. They experience a lot of internet drops (sometime continually or completely until restart) , uncommonly high ping, slow internet browsing. They are on their 4th modem. It gets VERY warm to the touch. Also they say when someone else gets on the internet it slows down as well, but I explained to them that may be a bandwidth issue. Their modem/router is GT784WNV - Action Tec

***Medical Supply Staff ONLY Below this line***

Current Status:

Researching

Pending Reply

Resolved

Unresolved

Main Technician: Cpl. J. Ascencio

Supporting Technician:

Edited August 2, 2014 by J. Ascencio 1st MRB

[J. Ascencio 1st MRB]

1.5 mbps is not very fast internet for starters so this most likely the cause of the problem. If anyone else in his household is using the internet at the same time he is this can cause a high ping jump. If his computer is running any background programs such as ventrilo or utorrent this will also slow down his speed or increase ping. I know Sgt. Downs sometimes had to leave ventrilo when he is playing on the pub because his ping rises because he has slow internet (no offense buddy .

Is he running any background programs? If so which ones?

Are there multiple people using his connection when he is playing?

His best bet is to get a better internet package through his ISP I'd that is an option. If not there are other steps we can take.

Also about the over heating of his modem here are a few things you can do about that.

1. If the modem is on the floor put it on top of something like a book especially if you have carpet!!!

2. If possible move your modem into a cooler area.

3. Try leaving the modem unplugged when not in use like when you are at work or school.

[Gearhart 1st MRB]

They live under their parents plan since they live at home. So upgrading is only an option if the parent chooses to do so. Also their location is not very beneficial for them. They have had their ISP come out and tell them their location can be an issue.(?)

Their router is out in the open and on a desk.

they only have skype open on their phone but when the exit out of it and shut it down it still does the same thing.

What are their other options?

[J. Ascencio 1st MRB]

They live under their parents plan since they live at home. So upgrading is only an option if the parent chooses to do so. Also their location is not very beneficial for them. They have had their ISP come out and tell them their location can be an issue.(?)

Their router is out in the open and on a desk.

they only have skype open on their phone but when the exit out of it and shut it down it still does the same thing.

What are their other options?

Yes their location could also be a big issue.

Another thing that you can try is if you are using wireless internet try switching to a wired connection. You could also try contacting your ISP to see if there is anything they can do on their part

[Gearhart 1st MRB]

yea, they are connected with a ethernet cable.

[Holland 1st MRB]

Beyond this individuals parents contacting the ISP to work out the issue, there isn't a whole lot we can do.

Other than what has been suggested, try to limit bandwidth usage on their end. If someone else is downloading at the same time this person is trying to use Skype, it may disconnect, and definitely will result in higher pings. Check to see if anyone else is using it when this happens.

Also, I'd check what programs are running in the background on any PC's in this individuals home, as they may be consuming network bandwidth while idle. Limit or disable all non-essential programs and services from accessing the network. Using the built-in resource monitor in Windows 7 is a good place to start. (type resource monitor into start menu, then click on the network tab. Note this will require administrative privileges on that users local account) If this individual is unfamiliar with Windows 7, I would not recommend they try to do it themselves, and should seek hands-on help from someone more experienced, as certain built-in processes require a network connection to work properly. Also note, that being listed as a network connection does not automatically mean an internet connection.

[Heresy 1st MRB]

Please try setting your QOS (Quality of Service) setting on your router to give your system priority over everyone else in your household. More than likely others in your house will not notice since they will be mainly web surfing or buffering video/audio.

Here is a good forum post explaining how to do this on that model router:

http://www.dslreports.com/forum/r27967474-...ings-for-gaming

I have put the instructions here as well from that post:

Upstream QoS: Enabled

QoS Type: Custom QoS

Name: Anything

Queue Priority: High

Reserved Bandwidth: (Leave Blank)

Protocol: All

TOS BIT Value: Any

Source: IP

Source IP: (Leave it at 0.0.0.0, it means all IPs)

Netmask: (Leave 255.255.255.255)

Port Range: (Leave it on 0 to 65535 because we want all ports)

IP: (Enter your PC's internal IP here, it normally starts with 192.168.)

Netmask: 255.255.255.0

Port range: 0 to 65535

Apply

Edited August 12, 2014 by Heresy 1st MRB

[Holland 1st MRB]

Did the end-user get a chance to go over the suggestions as of yet?

[J. Hill]

having a DSL, the bandwidth is fixed no matter how many people get online through the modem. One thing that I learned when I had DSL is that static sometimes build up in the line, especially after strong thunderstorms. have him disconnect all cables and devices and wait 5 minutes. then reconnect everything and power all equipment back on. This will remove static from the line and might take care of lag issues. This is not the case all the time, but it did solve my problems twice.

[Gearhart 1st MRB]

You can close this topic.