slenderdoge's profile

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1 Message

Sat, Feb 8, 2020 9:00 PM

Connection Dropping

Hello, I have been having issues for the past month or so regarding the internet connection dropping. Happens at least once an hour and the drop lasts for about a minute at most, usually 10-30 seconds. I have tried rebooting the equipment and the drops happen on both wifi, and ethernet. Weird thing is that I can still hear people on Discord while lagging out but otherwise all pings time out, the connection reutrns but the ping spikes at several thousand, then the next several pings are 100-500 then it goes normal to 10-30 ms. Below is an image of up/down stream on the modem. There are no error logs on the modem besides dhcp gain/loss.
https://imgur.com/7jRPzMQ

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Accepted Solution

EG

Expert

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86K Messages

1 y ago

The upstream power is too high and it may be intermittently fluctuating even higher to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, and latency problems.

In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.

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New Poster

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1 Message

9 m ago

This was helpful.

EG

Expert

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86K Messages

9 m ago

Good to hear ! Marked "answered" / dead thread now being closed.

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? Mark the post as Best Answer!tick

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