Welcome to Comcast Help & Support Forums
Find solutions, share knowledge, and get answers from customers and experts

New to the Community? Start here.

5,761,423

members

71

online now

1,917,342

discussions

Back to Top

Modem issues.. Dropping internet connection on both wifi and ethernet

Regular Visitor

Modem issues.. Dropping internet connection on both wifi and ethernet

I got Xfinity internet installed last week. I have the Arris TG1682G. The internet randomly stops working and sometimes it starts working again but other times i have to unplug the modem and reset it. Please help. Almost thinking of buying my own Modem/Router.

 

Downstream
Channel Bonding Value
Index
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Frequency
447.00 MHz
357.00 MHz
363.00 MHz
369.00 MHz
375.00 MHz
381.00 MHz
387.00 MHz
393.00 MHz
399.00 MHz
405.00 MHz
411.00 MHz
417.00 MHz
423.00 MHz
429.00 MHz
435.00 MHz
441.00 MHz
                               
SNR
38.98 dB
40.37 dB
40.37 dB
40.37 dB
38.98 dB
40.37 dB
40.37 dB
40.37 dB
40.37 dB
40.37 dB
40.37 dB
40.37 dB
38.98 dB
40.37 dB
40.95 dB
40.95 dB
                               
Power Level
2.80 dBmV
3.60 dBmV
3.60 dBmV
3.30 dBmV
3.40 dBmV
3.30 dBmV
3.50 dBmV
3.30 dBmV
3.40 dBmV
3.40 dBmV
3.40 dBmV
3.20 dBmV
3.00 dBmV
2.90 dBmV
3.00 dBmV
2.70 dBmV
                               
Modulation
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
                               
Upstream
Channel Bonding Value
Index
1
2
3
4
5
6
7
8
Lock Status
Locked
Locked
Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Frequency
22.80 MHz
29.20 MHz
35.60 MHz
         
Symbol Rate
5120 KSym/s
5120 KSym/s
5120 KSym/s
         
Power Level
44.75 dBmV
44.75 dBmV
44.75 dBmV
         
Modulation
64 QAM
64 QAM
64 QAM
         
Channel Type
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
Connection Expert

Re: Modem issues.. Dropping internet connection on both wifi and ethernet

The stats as read at the modem level at that moment in time were o/k but there are three additional signal stats that can cause problems which can't be read by the modem. They can only be read from their end by them polling the CMTS (Cable Modem Termination System) at the local headend facility.

They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.

You can call in and ask what these figures are. The Upstream Receive Power Level should fall within the range of -2dB to +2dB with 0dB being in the middle and perfect.

The Upstream SNR should be least 31dB, and the higher it is the better.

The ICFR should be no higher than 2 dB.

You could have an intermittent noise ingress issue in only the upstream channel(s) / return path only somewhere.

They will be able to see whether or not everything is in the green zone and also see a history plot for the modem.





Community Icon
I am not a Comcast employee, I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help. For information on the program click here.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am not a Comcast employee. I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am not a Comcast employee.

Was your question answered?
Mark it as a solution!solution Icon

Official Employee

Re: Modem issues.. Dropping internet connection on both wifi and ethernet

 

Hi Henzy23, I looked into your service area and the node nearby and I show the signals going to your home is great but your equipment seems to be offline at this time. Please reboot your modem and it should correct the issue, if not please send me a private message with your full name, street address, and account number by clicking on my name (ComcastAmir) and then "private message me" and we can get this taken care of for you.




Community Icon
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark it as a solution!solution Icon
Discussion stats
  • 2 replies
  • 133 views
  • 0 kudos
  • 3 in conversation