KB36's profile

New Poster

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3 Messages

Sun, Jan 3, 2021 4:00 PM

Connectivity Issues after tv install

We had TV installed to out house on 12/31. We already had Xfinity internet. After the install, our internet connection intermittently drops throughout the day. It reconnects in about a minute but it is a super inconvenience with virtual school and teleworking. TV is not affected, just the internet. Never had this issue when we just had the internet through them. The super unhelpful customer service just refreshes the signal or tells me to reboot the modem then pats themselves on the back when it reconnects rather than offering to fix the underlying issue and whatever the installer broke. Who do I need to call for them to actually find someone that understands that there is an issue and will send someone out to fix it?

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Accepted Solution

EG

Expert

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87.2K Messages

6 m 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, latency problems, and the un-bonding of channels.

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.

jlavaseur

Valued Contributor

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450 Messages

6 m ago

When they installed the TV and if they added a splitter, I would check that out, could be a faulty one, since you seem to have had no issues before, just a thought

EG

Expert

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87.2K Messages

6 m ago


@KB36 wrote:
We had TV installed to out house on 12/31. We already had Xfinity internet. After the install, our internet connection intermittently drops throughout the day. It reconnects in about a minute but it is a super inconvenience with virtual school and teleworking. TV is not affected, just the internet. Never had this issue when we just had the internet through them. The super unhelpful customer service just refreshes the signal or tells me to reboot the modem then pats themselves on the back when it reconnects rather than offering to fix the underlying issue and whatever the installer broke. Who do I need to call for them to actually find someone that understands that there is an issue and will send someone out to fix it?

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 ?

New Poster

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3 Messages

6 m ago

It is a Netgear CM1000 modem and Netgear Nighthawk x6 router.

Here is the system stats and the error log

https://www.dropbox.com/s/h1o2rjar39obe4b/Screenshot_20210104-075438.png?dl=0

https://www.dropbox.com/s/fi5p0t7pa70d9rv/Screenshot_20210104-075953.png?dl=0

New Poster

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3 Messages

6 m ago

Thanks, I think we did all the self troubleshooting we can do without tearing apart the box outside (we did peek but didn't touch; just a 4 port amplifier). We were finally able to get them to understand there is an issue with their end and they scheduled a tech visit but we'll see if there's anything else we could've missed in the meantime.
EG

Expert

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87.2K Messages

6 m ago

Good luck with it !

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