plshelp1's profile

New Poster

 • 

8 Messages

Sun, Jun 20, 2021 5:42 PM

Disconnects 20-50 times a day for months, no one can help

This issue has been going on for at least 6 months, I've called and chatted with support techs countless times and the issue never can be resolved.  I've inspected every wire, tightened, reconnected, restarted modem and gateway hundreds of times, tried xfi pods, and even at this point have just switched to a completely different modem entirely.  NOTHING works.  Take a look at these pingplotter graphs to google.com:

As you can see this is completely unacceptable and a miserable experience.  For work I am constantly dropped from meetings, and in personal life I can't do hardly anything without getting dropped from the internet for 5 minutes at a time twenty times a day.  Honestly I probably am just going to have to switch ISPs it sounds like as no one can ever determine the issue.  But I figure it's worth one last shot in the dark to see if anyone has any ideas.

Responses

EG

Expert

 • 

88K Messages

1 m ago

Is this with a WiFi connection ? If so, for a test, does a computer that is hardwired directly to the router / gateway device with an ethernet cable have the same problem ?


With this test, we are trying to isolate this from being either a WiFi-only problem or a problem with the general connection to the Comcast system which would of course affect both. It's a good first step of troubleshooting before we proceed any further. 

New Poster

 • 

10 Messages

1 m ago

I feel you, man. Comcast is notorious for overselling bandwidth to customers and being too lazy to install new lines. You mentioned that you inspected every wire, tried xfi pods, restarted the modem, and even swapped to a new modem, but have you tried switching the modem to a different cable outlet? I just moved into a new home and was getting lots of lag spikes/slow speeds until I decided to just say [REMOVED] and run a 50 foot Ethernet cable to my PC from the downstairs. Went from 20mbps download speed and lots of lag/disconnects to 1200+ mbps. If you haven't tried this already, I would call Comcast and try to convince them to install a brand new cable line for the modem. It won't be easy, though.

EDITED: Language 

(edited)

EG

Expert

 • 

88K Messages

1 m ago

No need to jump the gun. Let's see what the answer to the test reveals.

New Poster

 • 

8 Messages

1 m ago

Both wired and wireless have the issue.  I would say wifi has it happen a bit more often historically, however as of late wired is about as bad as well.  

New Poster

 • 

8 Messages

1 m ago

This is from a wired connection for comparison
EG

Expert

 • 

88K Messages

1 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 ?

jlavaseur

Problem Solver

 • 

579 Messages

1 m ago

Here is a thought, your network cards have a setting that allows your computer to shut off the network card to save energy, so some network cards don’t play especially nice with certain router/network card combinations, Realtek cards I read are big offenders, so personally I would take the couple of click to uncheck that box to rule that out, you will find it in the device manager, under network adapters, it will power saving, something to that effect

New Poster

 • 

8 Messages

1 m ago

@jlavaseur it happens to all devices at the same time so I doubt it's that, many of which are smart devices aka at the same time my laptop and phone lose connection my smart tv will as well.

@EG

I'm not sure if these are the correct numbers you are looking for but let me know if not:

Downstream
Channel Bonding Value
Index
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Frequency
591.00 MHz
543.00 MHz
549.00 MHz
555.00 MHz
561.00 MHz
567.00 MHz
573.00 MHz
579.00 MHz
585.00 MHz
597.00 MHz
603.00 MHz
609.00 MHz
615.00 MHz
621.00 MHz
627.00 MHz
633.00 MHz
639.00 MHz
645.00 MHz
651.00 MHz
657.00 MHz
663.00 MHz
669.00 MHz
675.00 MHz
681.00 MHz
SNR
40.37 dB
40.37 dB
40.37 dB
40.37 dB
40.37 dB
40.37 dB
40.95 dB
40.95 dB
40.95 dB
40.95 dB
40.37 dB
40.95 dB
40.37 dB
40.37 dB
40.37 dB
40.37 dB
38.98 dB
40.37 dB
40.37 dB
40.37 dB
40.37 dB
40.37 dB
40.37 dB
40.37 dB
Power Level
3.50 dBmV
3.80 dBmV
3.80 dBmV
3.90 dBmV
3.60 dBmV
3.60 dBmV
3.70 dBmV
3.30 dBmV
3.70 dBmV
3.50 dBmV
3.60 dBmV
3.70 dBmV
3.60 dBmV
3.70 dBmV
3.60 dBmV
3.70 dBmV
3.60 dBmV
3.50 dBmV
3.60 dBmV
3.60 dBmV
3.50 dBmV
3.80 dBmV
3.90 dBmV
4.00 dBmV
Modulation
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
Upstream
Channel Bonding Value
Index
1
2
3
4
5
6
7
8
Lock Status
Locked
Locked
Locked
Locked
Locked
Not Locked
Not Locked
Not Locked
Frequency
16.40 MHz
40.40 MHz
35.60 MHz
29.20 MHz
22.80 MHz
Symbol Rate
5120 KSym/s
2560 KSym/s
5120 KSym/s
5120 KSym/s
5120 KSym/s
Power Level
46.00 dBmV
47.25 dBmV
47.00 dBmV
46.50 dBmV
46.50 dBmV
Modulation
32 QAM
64 QAM
64 QAM
64 QAM
64 QAM
Channel Type
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
CM Error Codewords

New Poster

 • 

8 Messages

1 m ago

Also current modem is "ARRIS SURFboard SVG2482AC DOCSIS 3.0 24x8 Cable Modem & AC1750 Wi-Fi Router", though for the record I was using a rental up until last week and it had just as bad if not worse disconnection problems

New to the Community?

Start Here