Regular Visitor
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4 Messages
Connection to modem drops multiple times per hour - Modem: Arris SB8200 Router/Switch: Unifi Gateway Pro + Switch 24
Thank you in advance for anyone that can try to help. I’ve had Comcast internet service at a new built home for 4 years. It always had periodic drops in connections to the modem, but those were once or twice a day and typically resolved after a few minutes with the occasional modem and network recycle needed. For the last 7-10 days, it goes out multiple times per hour.
Cable run from the street is a long one. Direct into the house with no splitters. Connection at the modem is solid.
Chat with Comcast so far has just been support asking me to restart the modem. I’ve done that countless times, including a full factory reset on the modem. Connection will come back for a short while and then it’s lost again.
Not sure how best to put my modem readings in here (attach image?). From a high-level perspective, here’s what I am seeing after 12 hours from a factory reset of the modem:
Downstream power: -2.7 dBmV to -7.0 dBmV
SNR/MER: 39.5 db to 42.1 db
Corrected: 6,000 - 22,000 for each channel (channel 48 is ~50 million)
Uncorrected: 2,000- 16,000 for each channel
Upstream power (6 channels): 43.0 dBmV to 49.0 dBmV
Note that I am not a networking expert. I’ve just done so much reading on these forums trying to solve this on my own that I’m guessing you’re going to want the above information. I have a feeling I am missing some key data points you will need.
Thanks again for your help.
CCKorie
Problem Solver
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1.1K Messages
4 years ago
Hey there, @walter3747. We appreciate all the work and troubleshooting you have done so far. I can imagine the frustration with having these issues. We are here to help! I'd love to look further into the signals and history on our end. Can you please send me a DM with your name and address?
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the “chat" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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walter3747
Regular Visitor
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4 Messages
4 years ago
DM sent, thank you for responding to my original post.
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walter3747
Regular Visitor
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4 Messages
4 years ago
Closing this out. DM to support resulted in a tech coming out. Tech checked line levels to the house, line levels from house to AV closet, both had clean readings. Installed new modem to see if that was the culprit, nope...uncorrectables and T3 timeouts among other critical errors in the modem log. Last ditch effort, tech decided to climb the pole at the street to have a look even though he was almost an hour late to his next appt. Cable was loose there from electrical company cutting a tree back and either pulling on the coax or removing it and then not putting it back properly. Zero uncorrectables and zero critical error logs now.
Kudos to the tech that wouldn't give up. I probably can't provide his name here, but big thanks from me. Next time a tech shows up a little late, maybe he or she was providing great service to someone else.
One item to note for Comcast, I got a call the night before the tech visit from offshore support. They stated my connection looks fine and they were going to cancel my appointment. That was my only issue with this process.
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