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Trying to figure out why internet keeps disconnecting

Posted by
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Member Since: ‎03-21-2013
Posts: 6
Message 1 of 8 (1,638 Views)

Trying to figure out why internet keeps disconnecting

Read through some forums and it said to do this so if anyone can read this and tell me if its good or bad i would apprediate it thanks

 


Tracing route to a1526.dscg.akamai.net [96.17.77.155]
over a maximum of 30 hops:

1 2 ms 4 ms 1 ms 192.168.1.1
2 39 ms 28 ms 28 ms 50.158.45.1
3 12 ms 10 ms 11 ms te-9-5-ur01.mendota.il.chicago.comcast.net [68.8
5.178.233]
4 19 ms 22 ms 23 ms te-0-2-0-2-ar01.area4.il.chicago.comcast.net [68
.86.188.246]
5 27 ms 22 ms 22 ms he-3-8-0-0-cr01.350ecermak.il.ibone.comcast.net
[68.86.90.49]
6 22 ms 20 ms 20 ms pos-1-3-0-0-pe01.350ecermak.il.ibone.comcast.net
[68.86.86.158]
7 18 ms 20 ms 21 ms a96-17-77-155.deploy.akamaitechnologies.com [96.
17.77.155]

Trace complete.

7 REPLIES
Posted by
Cable Expert

Member Since: ‎06-27-2009
Posts: 13,277
Message 2 of 8 (1,636 Views)

Re: Trying to figure out why internet keeps disconnecting

We need more information please:

- Post your upstream and downstream signal levels. Click the link or type: http://192.168.100.1 or http://10.0.0.1 into your browser. We are interested in your power levels (dBmV) and your Signal to Noise Ratio (SNR). You may also want to contact Comcast and ask for your upstream SNR (uSNR) and receive level.
- Post your modem’s error logs.
- Post the make and model of your modem.
- Post the make and model of your router if you have one.
- Let us know if you contacted Comcast or had a tech visit.
- Let us know what the lights on your modem are doing when you are having problems.

- Plug directly into the modem (no router) via ethernet and run ShaperProbe.

 




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Posted by
Visitor
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Member Since: ‎03-21-2013
Posts: 6
Message 3 of 8 (1,627 Views)

Re: Trying to figure out why internet keeps disconnecting

Downstream Value Frequency 681000000 Hz  Signal to Noise Ratio 35 dB  QAM QAM256 Network Access Control Object ON Power Level -4 dBmV   The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
Upstream Value Channel ID 16 Frequency 36400000 Hz Ranging Service ID 5154 Symbol Rate 5.120 Msym/s Power Level 48 dBmV
Posted by
Visitor
  • You have posted 5 replies to the community. Thank you for keeping the conversations going!
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Member Since: ‎03-21-2013
Posts: 6
Message 4 of 8 (1,626 Views)

Re: Trying to figure out why internet keeps disconnecting

the modem is a motorola and it keeps disconnecting about every half hour or so there is only one splitter on the cable coming in to the house i have checked everything in the troubleshooting guides but nothing helps

Posted by
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Member Since: ‎03-21-2013
Posts: 6
Message 5 of 8 (1,625 Views)

Re: Trying to figure out why internet keeps disconnecting

router is a lynksis e1200

Posted by
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Member Since: ‎03-21-2013
Posts: 6
Message 6 of 8 (1,624 Views)

Re: Trying to figure out why internet keeps disconnecting

and the send light andrecieve light flash when it disconnects

Posted by
Cable Expert

Member Since: ‎06-27-2009
Posts: 13,277
Message 7 of 8 (1,589 Views)

Re: Trying to figure out why internet keeps disconnecting

If you connect directly to the modem via ethernet (no router) do you still have the disconnection issue?




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Posted by
Connection Expert

Member Since: ‎12-24-2003
Posts: 52,176
Message 8 of 8 (1,561 Views)

Re: Trying to figure out why internet keeps disconnecting

The modem is losing block sync with the system. Ever notice if the upstream power level is intermittently fluctuating higher up in to the 50 dB range ?




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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.To learn more about XFINITY Forum Expert program click here.
Was your question answered? Mark it as an accepted solution!solution Icon
Did this post help? Why not give it a kudo!!!Kudos 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.To learn more about XFINITY Forum Expert program click here.
Community Icon
I am an XFINITY Forum Expert and I am here to help. Expert Program