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I'm experiencing intermittent internet connectivity when using a router with my modem. I have tried troubleshooting and cannot solve this. The wifi connects but is unusable, slower than dial up, and unable to resolve most sites. 

This started suddenly last Friday night and I have had no wifi for 4 days. I have had Koodo internet for 3 months without issues until now. Koodo support says they will send me a new modem and router but no time frame or tracking number has been provided. 

 

Here's the behavior:

After restarting the router (or both the modem and router), I can access the internet for a few minutes. Speed tests may complete once, but subsequent tests fail with "network issue" errors. Webpages initially load but then start timing out after a few minutes.

This issue occurs with two different routers but does not happen when a single device (e.g., PC) is directly connected to the modem via Ethernet.


Troubleshooting Steps Taken:

1. Tested with Two Routers:

Tried both the ISP-provided router and a newly purchased router. Both exhibited the same issue.

2. Replaced Ethernet Cable:

Swapped the Ethernet cable connecting the modem to the router to rule out hardware issues.

3. Changed DNS Settings:

Manually set DNS on the router to Google (8.8.8.8, 8.8.4.4) and Cloudflare (1.1.1.1, 1.0.0.1). The issue persisted.

4. Cleared DNS Cache:

On Windows, cleared DNS cache using ipconfig /flushdns and restarted the PC.

On Android, reset DNS settings via chrome://net-internals/#dns.

5. Restarted Modem and Router:

Followed the correct power-cycling process (turned off both devices, turned on the modem, waited until fully booted, then powered on the router).

6. Factory Reset Modem and Router:

Performed a factory reset on both the ISP-provided modem and router twice, but the issue remains.

7. Tested Direct Modem Connection:

Connected a PC directly to the modem via Ethernet. In this setup, the issue does not occur, and the internet works without interruption.


Additional Notes:

The Windows network troubleshooter reports a recurring DNS cache problem.

My modem is an ISP-provided device, Sercomm DM1000. I logged into the modem and can see the settings but doesn't appear like I can change them. It says router mode disabled, which I expected. 

I suspect there may be a conflict between the modem and router configuration, but I’m unsure how to resolve it.

Any help is very appreciated.

 

Thanks 

You have done an admirable job testing various troubleshooting steps and variations.

I typically lay the blame on the Router (since Ethernet connections work) but since you tested 2 routers, then the blame may lie with the modem.

Unfortunately being a 3rd party provider of the internet there is not much Koodo is able to do aside from sending you another modem/router.

When the new equipment arrives I recommend testing the old modem with the new router and the new modem with all 3 routers to see the results.

 

Please report back here as there are others who experience similar issues but have not tested the situation with such variation to narrow down the issue

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