U

Visitor

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5 Messages

Fri, Jul 23, 2021 2:42 AM

Connection Drop

My internet drops for 5-10 min a few times a day. I have called at least 7 times. Every agent tells me that my modem is working properly. I change the modem name, restart it, I've checked cables, and splitters. I need helping solving this issue. The internet runs nice and smooth when it is working but working from home, makes the drops noticable.

Backstory: I have previously moved to a new location. I had a technician do a first time install on this house two months ago. I would like another technician visit but I'm tired of paying the fee. Any suggestions?

Responses

EG

Expert

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89.2K Messages

2 m ago

What do the modem's signal stats look like ? Try getting them here; http://192.168.100.1 or here http://10.0.0.1


Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

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

Is this a WiFi connection ?

Visitor

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5 Messages

@EG  is this the info?

Visitor

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5 Messages

2 m ago

I'm using the Xfinity modem cgm4331com. This is connection drop applies to the internet for all devices, hardwire and wifi.

EG

Expert

 • 

89.2K Messages

@user_584314  

Yes. But please post the balance of the downstream channels

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Visitor

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5 Messages

I don't understand what the balance is. This is three end of the chart. All channels are similar in numbers.

EG

Expert

 • 

89.2K Messages

The stats are o/k / in spec. Are there any modem component RF error log entries being shown ? If so, please post them as well in their entirety but redact the CM and the CMTS MAC addresses for your privacy.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

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