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[dijifillc]

We are a small business with about 25-30 machines mostly with wired connections to our DIR-655 (Ver B) router, via D-Link switches. Never had issues with connectivity with Verizon DSL last year, but it was too slow and QoS was bad on Verizon (bought this router to help resolve that issue in December, but not much better).

So we switched to 10 Mbps Down / 1 Mbps Up service with Time Warner Cable "Business Class" and ever since installing the modem we have seen random drops of the modem's connection to the internet (the modem internet light goes off along with all the other lights) for about 2-3 minutes and then comes back. Naturally, we thought the problem was on Time Warner's end, and we have had them replace the modem twice, rewire from outside, replace parts outside. They have tried everything, over 3 months time.

Now when I call their tech support they dig deeper into the statistics and they see that overall we are uploading more than downloading. Besides our 30 kbps Vonage connection, we might upload a few hundred MB of data a week to our FTP server, but that's it. I have tried limiting our upload speeds via the DIR-655 feature but this doesn't help. I can't for the life of me figure out what could be causing this.

I've scoured the forums and have tried many different fixes. I've copied our DNS addresses into the setup panel, and still we have dropped connections a few times a day. I have enabled QoS, disabled QoS, enabled Advanced DNS, disabled Advanced DNS, put the Vonage adapter in a DMZ, put the Vonage adapter between the modem and the router, but nothing seems to fix the issue.

Does anyone out there have this issue, or does anyone know what this could be?

Many thanks in advance for your input.

[FurryNutz]

Has this unit been updated with FW?
What ISP modem do you have? I recommend a Motorola SB6120 if your ISP supports it.
How many devices are on your network?
Make sure all cabling is new and in good working condition. Shortest cable between modem and router is recommended.
Any cordless phones in the office?

I would do a factory reset.
I would set up reserved static IP addresses for ALL connected devices on the router. Set auto obtain IP addressing on the devices.
If your not using WiFi, turn it off, or switch to single mode G.
Try setting Firewall settings to Endpoint Independent for both TCP and UDP.
If you have Advanced DNS Service option, turn it off.
Ensure DNS relay is enabled and ensure primary and 2ndary DNS are filled in under Setup/Internet/Manual.

I would try to narrow down what device is sending alot of data. Could be trojan or malware loaded and be sending out packets. Make sure PCs are up to date and you scan for malware. Run MalwareBytes along with your other installed SW like norton or mcaffee.

If the modems Internet light is going off it means there is an issue on the modem to ISP side of things. You can look at modem logs to see if there is any information during this time frame as most modems can do this.

[dijifillc]

The firmware is 2.00NA, and there are about 25-30 devices on at any time during the day.

I'm suspecting the Vonage adapter, which I've unplugged and am trying to abuse the upload right now to see if it disconnects, and it hasn't (yesterday when I tried this with Vonage plugged IN it disconnected right away). Trying to play with Vonage adapter settings, but maybe it isn't Vonage. We'll see.

I've changed the Firewall settings as you say, and the DNS I had done as you say already.

My modem is the RCA DCM425. Would you still recommend the Motorola instead?

Wireless is needed and I'll have to leave that on. I'll try the reserved IPs as well, though I've done that for some of them already in the past.

I really appreciate the tips. Will update when I narrow this down.

[FurryNutz]

YES, I recommend the Motorola SB6120. Great modem. Easy to install and DOCSIS 3 supporting if your ISP is providing that. Saw a few articles on the RCA Modem and reviews were not great FYI.

If the Vonage is causing some problem, might have to set it up in DMZ or make a QoS rule possibly and set a low priority for it.
With alot of devices on the network and vonage being online all the time. It's possible it's crashing something.

Let us know how it goes.

[davevt31]

With the Business Class from TW, I am pretty sure you have to use their modem.

[dijifillc]

Okay, I'll call them to confirm before purchasing the Motorola.

So far I have factory reset the Vonage adapter and changed the Firewall settings that Furry suggested. I have been stressing it pretty well with uploads, internet radio, and phone calls without issue.

It has gone days before without any issues, so won't know for sure just yet.

Thanks again all. I will check in again early next week if there's no issue.

[FurryNutz]

Ask about DOCSIS 3 first. If they do and if they support the Motorola go for it. If they only support the Motorola on residential then I might switch to residential. DOCSIS 3 is way better and having that at your business would be better for you. Personally, I don't see why they wouldn't. I have 10Mb down and 1 up at my house and not on a "business class" plan, However I'm on with TW. Maybe there plans and policies are different. Cable is cable, unless they don't support DOCSIS 3, then the motorola should work well. The RCA doesn't do DOCSIS 3 i believe.

[dijifillc]

They told me that only the new 'wideband' services support DOCSIS 3 and they are much more expensive. The tech seemed to believe that the Motorola wouldn't work with our level of service, nor that it would be of any help. I'm not sure I believe him, though.

And my internet did go down AGAIN within the last hour. I talked to Vonage and they did all the tests and don't believe it's to do with their adapter.

Part of me suspects Malware like Furry mentioned, since Time Warner is showing pretty regular uploads when nobody is in the office and all computers are off except one or two. Maybe I should turn them all off tonight and call Time Warner tomorrow to check.

And out of curiosity, what should the IPv6 settings be set to?

[FurryNutz]

Does the plan you have support the DOCSIS service? Funny, My ISP just updated and services the .3 band. All I had to do was to change out the modem. Could be that TW has different plans and marketing. Makes me wonder if thats there way of getting more money out of there customers. Would be interesting for you to get get one at Radio Shack and see.  You could return it for a refund if it didn't.

Yes, that would be a good test. Turn OFF EVERYTHING, maybe leave one know device going. Have them check. You could set up a access schedule rule to cut everything off after a certain time and then allow access in the morning. Might take some time as you seem to have alot of devices.

I would check out Malwarebytes or spybot and run it on any and all PCs that you can find. Might come up with something.

Does TW support IPv6? If not I wouldn't worry about it. If you don't have any use at this time for it, I would turn it off until such time when you really need it.

[dijifillc]

So it seemed to be running fine for a few days and now we're back into the same sporadic issues this week with 2 or 3 outages every day. My theory that the updated firmware on the Vonage adapter had fixed the issue is obviously not valid.

I'll have to grind it out with the different machines turned off, and checking each for malware. And maybe I'll buy the modem and return it if it doesn't work. Not a bad idea.

Will keep you posted if and when a solution is discovered. Thanks again Furry for all the tips!

[FurryNutz]

Ok, keep us posted. Hope you find the answer.