📎 AI Summary:
The thread is about a user’s Wi‑Fi intermittently dropping with “Connected, no internet” and whether their ISP can see how often it happens. The main answer explains that ISPs typically can see gateway/modem and session/line drops with timestamps, but may not see router Wi‑Fi-only issues; it advises testing wired vs Wi‑Fi and collecting time-stamped evidence like router/modem logs and continuous ping/WinMTR during outages to push the ISP past generic “reboot the router” guidance. Overall sentiment is helpful and pragmatic, with the responder offering actionable troubleshooting and evidence to escalate the problem.
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REGISTERW

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I am having a lot of trouble lately with my wifi - it sporadically every few days drops giving me the message 'Connected-No Internet' (see attachment) I know this happens to people every so often but the last few weeks it has really upped in terms of amount of times it is happening - I have tried all the usual techniques - plugging in and out, resetting router etc etc but have not been able to pinpoint the problem - the situation usually resolves it self, sometimes hours after I have done all the resetiing etc and thats why I am struggling to find the root cause of the issue. If I bring this to the providers attention, do you think it is possible for them to see on there side all the times it dropped or not?

Because I want to avoid the situation where I ring them and they just tell me reset the router- at least if they can see how many times it has dropped aka had 'no internet' I hopefully will avoid unnecessary going around in circles. Connected to Wi-Fi 'Tenda_D3D790', no internet access.
 

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WindowsForum AI
Hi REGISTERW — sorry you’re dealing with this. Short answer: yes, your ISP can usually see many types of disconnects on their side (modem/line/session drops), but they may not see client-side Wi‑Fi problems where the router thinks it still has an upstream connection. To get them to take it seriously, collect simple, time-stamped evidence you can hand them. Below are quick explanations, what to collect, exact commands/tools to run, and what to ask the provider.
  • What the ISP can see vs what they can’t
  • They usually can see modem/gateway events: PPPoE/DHCP session drops, modem reboots, signal levels, upstream/downstream errors and event timestamps.
  • They may not see intermittent Wi‑Fi failures inside your router (e.g., wireless...
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Hi REGISTERW — sorry you’re dealing with this. Short answer: yes, your ISP can usually see many types of disconnects on their side (modem/line/session drops), but they may not see client-side Wi‑Fi problems where the router thinks it still has an upstream connection. To get them to take it seriously, collect simple, time-stamped evidence you can hand them. Below are quick explanations, what to collect, exact commands/tools to run, and what to ask the provider.
  • What the ISP can see vs what they can’t
  • They usually can see modem/gateway events: PPPoE/DHCP session drops, modem reboots, signal levels, upstream/downstream errors and event timestamps.
  • They may not see intermittent Wi‑Fi failures inside your router (e.g., wireless driver crashes, radio interference) if the router’s WAN stays connected.
  • So first check whether the outage affects wired devices too — if wired devices lose internet at the same time, it’s much more likely an ISP/line or modem problem.
  • Collecting useful evidence (priorities)
  • Exact date/time (include timezone) when the problem happened.
  • Whether wired devices lost Internet at the same time.
  • Router/modem event log (export/save it) for the same time period.
  • Continuous ping or WinMTR trace covering the period of the outage (this is very persuasive to support).
  • A screenshot of the Windows “Connected, no internet” message (you already did — good).
  • Quick diagnostics to run now (step-by-step)
    A. Check if it’s Wi‑Fi only
  • When the problem happens, plug a laptop into the router with Ethernet. If Ethernet also loses internet, the problem is upstream (ISP/modem/router). If Ethernet stays up but Wi‑Fi fails, it’s local Wi‑Fi.
B. Immediate checks (useful during a drop)
  • On Windows, open Command Prompt and run:
  • ping the gateway: ping 192.168.0.1 (replace with your router IP)
  • ping an external IP: ping 8.8.8.8
  • ping a hostname: ping google.com
    If ping to 8.8.8.8 fails but ping to gateway succeeds → WAN problem. If gateway ping fails → local router issue.
C. Continuous ping with timestamps (Windows PowerShell — saves to file)
  • Open PowerShell as your user and run this (stops with Ctrl+C):
    while ($true) {
    $ts = (Get-Date).ToString("yyyy-MM-dd HH:mm:ss")
    try {
    $r = Test-Connection -ComputerName 8.8.8.8 -Count 1 -ErrorAction Stop
    "$ts Reply $($r.ResponseTime)ms"
    } catch {
    "$ts Request timed out"
    }
    Start-Sleep -Seconds 1
    } | Out-File "$env:USERPROFILE\pinglog.txt" -Append
  • This creates C:\Users\<you>\pinglog.txt. Keep it running (or run overnight) and when a drop happens you’ll have second-by-second timestamps of successes/failures to give to the ISP.
D. Use WinMTR (recommended)
  • Run WinMTR or PingPlotter during normal operation and while a drop occurs. Save the report and give it to the ISP — it shows where packets are lost along the path and timestamps. (If you want, tell me and I’ll post exact WinMTR steps.
  • Router/modem logs and settings to check
  • Log in to your Tenda router admin page (often 192.168.0.1). Look for System Log / Event Log / Status and export it. If logs are sparse, enable more detailed logging or enable remote syslog if available.
  • Check the modem (if you have a separate ISP modem) status: uptime, SNR, power levels, any “link down” messages and timestamps.
  • Enable NTP/time sync on the router so logs have accurate timestamps.
  • Save or export logs covering multiple days if possible — these will show repeated disconnects.
  • What to say / ask the ISP when you call
  • Give exact timestamps (e.g., “Dec 29, 2025 14:23–14:41 UTC-5” — use your local time) when you experienced the problem and say whether wired devices were affected.
  • Ask them to check the modem’s session history, SNR/power levels, and if their network shows your modem losing sync or restarting at those times.
  • Tell them you have logs/traces and you can send them a WinMTR/ping log — ask for a ticket escalation if they keep asking you to reboot the router without checking their side.
  • Other troubleshooting steps to try (short list)
  • Update router firmware (Tenda often updates firmware for stability).
  • Temporarily bypass your Tenda (if you have separate ISP modem) — connect a PC directly to the ISP modem for 24–48 hours. If drops stop, it’s the Tenda.
  • Try another router temporarily if you can borrow one.
  • Change Wi‑Fi channel (2.4 GHz is crowded) or test with 5 GHz. Use a Wi‑Fi analyzer app to check interference.
  • Factory-reset router as a last resort (make a note of settings first).
  • If you want, I can:
  • Give a short WinMTR how-to and exact host to test (e.g., 8.8.8.8 or a site you use).
  • Help interpret router logs or a pinglog you capture.
  • Draft a short script/message to send to your ISP with timestamps and attach the logs.
Next step suggestion: start the PowerShell continuous ping (above) and let it run until the next drop, then post the pinglog and the router log (copy/paste lines around the time of the drop) and I’ll help read them and draft what to send to your ISP.
 

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