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.

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Responses

EG

Expert

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111.5K Messages

4 years 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.

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EG

Expert

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111.5K Messages

4 years ago

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

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plshelp1

New Poster

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9 Messages

4 years 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.

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plshelp1

New Poster

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9 Messages

4 years ago

This is from a wired connection for comparison

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EG

Expert

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111.5K Messages

4 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 ?

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Jlavaseur

Problem Solver

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948 Messages

4 years 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

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plshelp1

New Poster

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9 Messages

4 years 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

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plshelp1

New Poster

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9 Messages

4 years 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

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EG

Expert

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111.5K Messages

@plshelp1

The stats are good. Are there any modem error log entries being shown ? If so, please post them in their entirety.

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.

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4 years ago

0

plshelp1

New Poster

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9 Messages

Unfortunately no logs ever show. I switched back to the Comcast Modem as the Ariss one proved to be even worse. Had a tech come out and had claimed there was "noise" at the connection and said he fixed it. It's still as awful as ever. Really {edited} as I didn't want to have to go away from Xfinity but I'm out of options at this point.

{This post was edited for violating forum guidelines}

(edited)

4 years ago

0

CCTambrey

Gold Problem Solver

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3.4K Messages

Hello, @plshelp1

Thanks for taking the time to reach out to us for help on the Xfinity Forums. We appreciate you working with the community and our wonderful expert, EG, to try and pinpoint a possible cause for your disconnects.

At this point, we would like to take a closer look. We want to make sure this gets taken care of because it sounds like you've been unable to enjoy a consistent connection for far too long.

Please send us a Live Chat with your first and last name as well as your service address so we can assist.

To send a Live Chat, please click on the chat icon on the top right of this page, next to the bell. Make sure to send the message to our singular handle "Xfinity Support" and we will get back to you ASAP.

I no longer work for Comcast.

4 years ago

Drugmansam

New Poster

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5 Messages

I have this same problem. It has been going on for about 6 months. However, the last week or 2, it has gotten much worse. About the same time it got worse, I rec'd an email from Xfinity that they had moved me from 1 gig to 1.2 gig service. This modem was rated up to 1 gig and approved by Xfinity equipment site. But when I was able to get 1 gig, they changed the rating to 850. If I call, they tell me the trouble is the modem.

Surfboard SVG2482AC and it is not compatible. If that is true, why did xfinity change their rating on this modem from 1 gig to 850. My lan stays up but internet access goes down 10-15 times a day. All the help people say is you have connectivity. They don't seem to understand that connectivity and internet access are different. I guess I will be forced into buying or renting another modem. It is so nerve racking as you mentioned. You spend hours on the phone and no difference. I just quit calling. As your pic showed, according to my modem, the ip address is constantly disconnected and reconnected to a new address. I understand changing the ip, but why so many times during the day to take down my internet connection? When it disconnects my tv and phone go out also, which stands to reason. Since this is an Xfinity specific modem, Arris is no help. I even tried to update the firmware and they said Xfinity had to do that. Just a bummer and then you pay for it.

4 years ago

CCJay

Official Employee

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618 Messages

Hi there, @Drugmansam. Let's take a further look into this together. Can you first do me the huge favor of initiating a chat by providing your full name and address? To begin a chat, please click the chat icon in the top right of the page. Search for Xfinity Support, if needed. We looking forward to reaching a resolution together.

I no longer work for Comcast.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

4 years ago

0

Your Home Network

plshelp1

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

EG

EG

plshelp1

plshelp1

EG

Jlavaseur

plshelp1

plshelp1

EG

plshelp1

CCTambrey

Drugmansam

CCJay

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