jk1000's profile

New Poster

 • 

1 Message

Thu, Dec 3, 2020 6:00 AM

comcast keeps saying my modem is bad and thats why the internet is not working and its not

since august my signal keeps dropping at least once a week and i have to fix it. i called them and they told me it was my router so i bought a new one as arris sb6190. the modem is 100% online and all comcast keeps doing is refreshing the signal. What is actually going on? the last time i talk to someone at comcast they told me "the modem is not configured properly so call the manufacturere" i did and arris said there is no congiuration that needs to be done its a plug and play. anyone else with this issue

Responses

BruceW

Gold Problem Solver

 • 

22.4K Messages

6 m ago

Are you connecting via Wifi or Ethernet? If Wifi, it's best to switch to an Ethernet cable connection if possible for testing. That would allow you to determine whether the problem is the Wifi signal or the link between your modem or gateway and Comcast's network. Network connection problems that affect both Ethernet and Wifi devices are often due to poor coax connections or damaged coax cable, usually in or near your home.

If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you still need help, please post the following information from your modem:

  • downstream power levels and SNR
  • upstream power levels
  • error log

If you can't find the problem or you'd rather have Comcast take care of it, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. If they can't fix the problem remotely (unlikely), insist they send a tech out to identify the cause and correct it.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit unless you have their Service Protection Plan (https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.

New to the Community?

Start Here