Frequent Visitor
•
9 Messages
connection drops constantly
See this thread below. This is where I am right now. Started by replacing the router, more support calls, one of the phone techs actually confirmed some latency so I was able to get a tech visit. That person replaced every scrap of wire between the pole and my router to no avail. THat tech said that if this didn;t work there is something else on top of the pole he didn;t have access to. THis thread confirms that there was an issue w/ equipment in the neighborhood that once replaced fixed everything. Please hurry! I can't work like this and my wife is screaming for a different provider.
EG
Expert
•
111.4K Messages
5 years 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 ?
0
0
xelalex
Frequent Visitor
•
9 Messages
5 years ago
0
0
xelalex
Frequent Visitor
•
9 Messages
5 years ago
Cable Modem
HW Version:9
Vendor:ARRIS Group, Inc.
BOOT Version:0.1.9.430478
Core Version:daisy
Model:TG3482G
Product Type:XB6
Flash Part:468 MB
Download Version:7.1.1.1.69
0
0
EG
Expert
•
111.4K Messages
5 years ago
The stats are o/k. Are there any RF / modem error log entries being shown ? If so, please post them as well.
0
0
EG
Expert
•
111.4K Messages
5 years ago
Perhaps there is noise ingress into the line(s) somewhere.
There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.
I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They can check the CMTS (Cable Modem Termination System) for any real time degradation and / or error reports, see your node / cable plant and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats.
You should get a reply here in your topic. Good luck !
0
0
xelalex
Frequent Visitor
•
9 Messages
5 years ago
Is that these?
0
0
EG
Expert
•
111.4K Messages
5 years ago
No.
Those router component event log entries are unhelpful, unfortunately...
O/k we've seen many posts here recently indicating that they have now blocked the end user from accessing the modem component's RF signal error log entries in the Comcast supplied gateway devices. A BIG mistake in my opinion......
0
0
xelalex
Frequent Visitor
•
9 Messages
5 years ago
Thank you. Hopefully I will hear something soon.
0
0
EG
Expert
•
111.4K Messages
5 years ago
Quite welcome !
0
0
CCMorgan
Gold Problem Solver
•
3.3K Messages
5 years ago
Hi. xelalex. Appreciate you posting here in the community for support. We want to help!
It's frustrating to hear that you're experiencing some continued issues with the internet connection. I'd like to take a look at some diagnostics on this end, to get started on working toward a solution. Please send me a PM with your first and last name. We will continue from there!
To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side.
0