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t0nightweride
20th Anniversary celebration
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10 Messages

Tuesday, February 28th, 2023 2:08 AM

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4th time in 6 months internet has stopped working.

I seriously can't believe I am writing this AGAIN!!!

I have had 4 different techs come out on 6 months. Everytime the issue seemingly gets fixed then a month or so later its just dies and quits working.

I bought a different modem and router, came and didn't fix it, then they replaced the coax cable inside, and finally they replaced the outside cable. 

However here I am three $100 visits later and my internet is out again. I have lived it this residence for over a year before these issues. So its not me. 

I shouldn't be paying premium prices for a service that doesn't even work half the time. I am at a loss because I can't afford another $100 tech visit.

I work from home sometimes and as it stands this is impacting my work.

Question

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Updated 

2 years ago

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EG

Expert

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110K Messages

2 years ago

Is this with a WiFi connection ? If so, for a test, does a computer / device that is hardwired directly to the router / gateway device with an ethernet cable have the same problem ?


With this test, we are trying to isolate this down to being either a WiFi-only problem or a problem with the general connection to the Comcast system which would of course affect both. It's a good first step in troubleshooting before proceeding any further. 

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t0nightweride

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@EG​ 

It is both hard wired and wifi.

Neither work.

Everytime they fix it it goes out like a month or two later. I never change anything....it is not in a new space, it isn't blocked by anything, the cables are all new, it is correctly hardwired, ive checked of it was a firewall issue, anything I can think of really and it still does this.

I have no clue how it could be me considering it was working fine for two months before this became an issue again.

2 years ago

0

EG

Expert

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110K Messages

2 years ago

OK. What do the modem's signal stats look like ? Try getting them here; http://192.168.100.1 

Please copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.


What is the exact make and model number of the modem ?

Also. Are there any modem RF error log entries being shown ? If so, please post them as well in their entirety (copy and paste them, don't post a screenshot) but redact the CM MAC and the CMTS MAC addresses for your privacy. They are considered to be personal information. The posting of personally identifying information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publically.

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t0nightweride

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@EG​

Internet connection section:

¤ Online - Not connected

  - Downstream: 0

  - Upstream: 0i9

Software version: 7621-5.7.1.10

Make: Motorola

Model: MB7621

Event log: time not established / critical (3) /      Sync Timing Synchronozation Failure - failed to aquire QAM/QPSK symbol timing;; CM-MAC=XX:XX:XX:XX:XX; CMTS-MAC=XX:XX:XX:XX:XX:XX; CM-QOS=1.0;CM-VER=3.0;

Startup Sequence:

¤ aquire downstream channel: in progress

¤ upstream connection: in progress/not ready

¤ boot state: in progress/unknown

¤ configuration file: in progress

¤ security: disabled

All the downstream and upstream bonded channels say; not locked/unknown

That is the only info available for the modem.

I also have a asus router.

Make: Asus

Model: RT-AC67P

Hope this helps. 

2 years ago

0

EG

Expert

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110K Messages

2 years ago

I need to see the power level values and the SNR's. They were not there when you looked at that snapshot in time because the modem was not synched with the system yet. Everything says that it is still "In Progress". Try fetching them again when there is actually a connection.

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t0nightweride

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@EG​

That was all the information available for that modem that wasn't pertaining to my actual personal info.

It doesn't have a very in depth look available.

These are the readings I got after restarting it. The problem is it won't actually connect at all.

The ethernet light is solid green always, all other lights flashing for upstream/downstream and no internet light.

It will not connect. I have restarted, reset, kept uplugged for a while then plugged back in, and even unscrewed and retightened the coax. Nothing works.

I will probably stop by Xfinity after work anyway. So thank you for all your help I am pretty sure it is on their end or this router is just trash.

2 years ago

0

EG

Expert

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110K Messages

2 years ago

Might be time for you to get a tech out to investigate. Good luck with it ! Please post back here with how it goes.

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t0nightweride

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@EG​ Will do and thank you for bearing with me and for all your help!

2 years ago

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EG

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110K Messages

2 years ago

@t0nightweride 

My pleasure !

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t0nightweride

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10 Messages

@EG​

UPDATE: One of my neighbors had a tech come out and they disconnected my internet for some reason on the outside of the house.

Then never connected it back..... so it was Xfinity's fault 100%.

2 years ago

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EG

Expert

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110K Messages

2 years ago

Thanks for the update ! We've seen that happen before here..... Glad it got straightened out !

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