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Intermittent internet drops

New Poster

Intermittent internet drops

For the past couple months, I have had intermittent internet drops. I have had two tech visits in which they were not able to solve anything. The first tech visit, the tech just removed the commscope amplifier and used a splitter in its place. The next tech visit, the tech replaced a cable and reconnected the amplifier. Neither of these tech visits improved anything. After, I bought a new modem, the Arris SB6183. This did not improve anything, except for that I can monitor my upstream and downstream levels. I was able to improve the power levels by moving the modem to a different room with a direct line from the drop to the modem, no amplification. After this, I was getting around 40 SNR, -5 dbmv downstream, and 45 dbmv upstream. At this point, I was still getting intermittent outages. Even though the levels looked fine, I ordered an active return amp and installed it at the drop. My levels now look like the attached picture. This seems to be the best configuration so far. I have had the most consistent uptime with this configuration, but there have still been 3 times the connection dropped. I imagine this is a problem with the line from the pole to the drop, which needs to be replaced. How would I go about getting this line replaced?

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Connection Expert

Re: Intermittent internet drops

Call 1800comcast and try to book a tech visit.The tech will determine what needs to be done.




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Official Employee

Re: Intermittent internet drops

Hi brandonn, I can get someone out to look into your connection issue. First I need to verify your account, can you please send me a private message by clicking on my name and provide your account number, street address, and the name on the account?




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