W

Visitor

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6 Messages

Wed, Aug 4, 2021 1:25 PM

"DNS Server Not Responding" and "Network Not Responding"

Like the title says, I keep getting those errors, be it in browsers (Chrome and Microsoft Edge) or video games. I don't usually get an error when streaming shows/movies on my TV, but the same 'not-loading' issue happens across all my devices. I've had this problem on other households networks (also Xfinity) as well, on multiple devices. At first I thought it was just my computer, but turns out it's everything I connect to my network, both Wi-Fi and ethernet alike.

Aside from having a tech coming out today to check things, I've tried everything I can think of. I never actually lose connection because I can still play my online games, but at some point while playing, I get kicked from squads that I was hosting. Two game examples off the top of my head are World of Warcraft (which disconnects me entirely from the servers and forces me to log back in, launcher included) and Warframe (Network Not Responding error, followed by disconnection from my teammates and forced to finish soloing). I know I'm not losing internet connection because games like Warframe would outright log me out if I were, it wouldn't let me finish playing a mission. Also, me and my fiancé both are still in group together in-game, it just won't let us 'keep' connected to other players for some reason.

This all happens easily every half hour or less, for 2-3 minutes at a time. I've contacted tech support over the phone but they always just give me the same scripted routine of "Nothing's wrong on our end," "I've sent signals to boost your connection/performance," (which they'll never explain when I ask what that entails), and "We can schedule a tech visit if you'd like." Beyond that, I've also checked all connection points and made sure they were all tightened fully and checked wires to make sure animals hadn't chewed them up.

I did find online someone had a lot of "noise" in their home though, which apparently their tech guy had to remove a lot of old wiring from the house and they were forced to move their router to the opposite side of the house. I don't know how much of an issue that can cause, but I do know I have an overly extreme amount of old wiring ran underneath my house. But at my parent's house, they don't have all that wiring laying around and we have the same issue there as we do in our own house.

I've honestly tried a lot of different things in my modem's gateway and on the various devices themselves. Simply put, I don't seem to ever lose connection at all, but every half hour or so I get those errors and can't host games/load browsers/stream anything. I'm at a complete loss at this point.

This post was escalated on August 4, 2021 by EG

Responses

EG

Expert

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89.1K 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 ?

Visitor

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6 Messages

@EG

Make: Honestly not sure and can't find it, but I have an Xfi Gateway, if that's what you need?

Model: CGM4331COM

I'm also not sure where to find the Downstream/Upstream Power Levels or the SNR. I've logged into http://10.0.0.1 to find them, but I've checked every drop down and sifted through it all but can't find anything labeled as those. I tried opening http://192.168.100.1 but it forever loads, so I guess that one's not for me?

(edited)

Visitor

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6 Messages

@EG 

I also just looked through the logs, and coming to the firewall logs, I found these:

FW.IPv6 FORWARD drop , 196 Attempts, 2021/8/4 13:11:43 Firewall Blocked
FW.WANATTACK DROP , 17 Attempts, 2021/8/4 11:58:01 Firewall Blocked
FW.IPv6 INPUT drop , 258 Attempts, 2021/8/4 06:58:01 Firewall Blocked

The timestamps on them are exactly, to the second, the times I have the issues that I've explained. They also go back to practically the start of my service.

(edited)

Visitor

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6 Messages

Finally found the Downstream/Upstream Power Levels and the SNR! :D

Here they are,

Downstream:

SNR
40.5 dB
40.3 dB
40.4 dB
40.4 dB
40.5 dB
40.4 dB
40.5 dB
40.5 dB
40.6 dB
40.5 dB
40.4 dB
40.5 dB
40.6 dB
40.5 dB
40.5 dB
40.3 dB
40.4 dB
40.2 dB
40.2 dB
40.0 dB
39.8 dB
39.8 dB
39.9 dB
39.9 dB
39.8 dB
39.8 dB
39.9 dB
39.8 dB
39.8 dB
39.7 dB
39.7 dB
NA
Power Level
2.0 dBmV
1.8 dBmV
2.0 dBmV
2.1 dBmV
2.0 dBmV
2.0 dBmV
2.1 dBmV
2.0 dBmV
2.3 dBmV
2.0 dBmV
2.1 dBmV
2.5 dBmV
2.5 dBmV
2.9 dBmV
2.6 dBmV
2.7 dBmV
3.0 dBmV
2.3 dBmV
2.5 dBmV
2.1 dBmV
1.7 dBmV
1.7 dBmV
1.6 dBmV
1.3 dBmV
1.1 dBmV
1.3 dBmV
1.3 dBmV
1.3 dBmV
1.2 dBmV
1.1 dBmV
0.9 dBmV
NA

Upstream:

Power Level
44.3 dBmV
45.3 dBmV
45.5 dBmV
46.0 dBmV
44.0 dBmV

As for the Make: Technicolor (I think, it says vendor, so I assume so)

EG

Expert

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89.1K Messages

The signal status figures are good / in spec but something is indeed going on. Perhaps there is noise ingress into the line(s) /  an upstream channel-return path impairment 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 will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !

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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Official Employee

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328 Messages

Hello @Whibbs! Sorry to hear you're having issues with your network. Please send a private message with your name and service address by clicking on the chat icon so I can further assist. Here are the steps:

• Click "Sign In" if necessary

• Click the "Peer to peer 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

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

Official Employee

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328 Messages

1 m ago

Hey Kyle! I see that you are a fairly new customer! We truly appreciate your business and look forward to providing you with exceptional service today. My review of your account shows that one of our expert techs is scheduled to arrive soon. If your situation has been escalated to a repair visit there is not much more I'll be able to do remotely. I would like to follow up with you after the appointment to make sure we support you throughout this process. That way we'll be able to guide you if we need to take additional steps. Would that work for you? 

This comment was created from this reply

Visitor

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1 Message

25 d ago

HI

did your problem get resolved ? I am seeing the same issue on my end. Streaming seems to work, however intermittently devices that used to connect and work on the network cannot get a connection. In network sharing it shows as connected however internet based applications don't seem to work. on my Phones I am seeing that some apps work and some don't. this seems to have started happening only in the last week or two. i have had to restart my router from my xfinity app multiple times over the last week ( 1 or 2 times per day) to get a particular device to work.

Official Employee

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190 Messages

Hello @user_9c0317, thank you for reaching out to us on our community forums! Our team can most definitely take a further look. Could you please send our team a private message with your full name and full address?

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

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

Visitor

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6 Messages

25 d ago

@user_9c0317 

As far as I can tell it hasn't been fully resolved. Each time the issue seemingly gets worse I've reached out to support about it and they've gone through their troubleshooting/diagnostic tests, however, they don't seem to find anything and end up wanting to schedule a technician visit. Seeing as I can't afford the visits (if it were something wrong with my equipment, rather than theirs), I declined. I will say though, since I've upgraded computers, I personally haven't had an issue. I don't know if it was just my old laptop causing issues for the rest of the household or not, but as far as my computer alone, everything works as it should - speaking of internet connection that is. I haven't experienced any hiccups in a few days since upgrading, so that leads me to believe my ethernet card drivers, or perhaps the card itself, had gone bad/were outdated. I can't say for certain if my partner's computer still has hiccups or not, but they haven't mentioned anything yet. I find it extremely odd that me upgrading my computer would all of a sudden fix the whole rest of the household, including WiFi users, but nonetheless, my issue seems to have resolved itself since having upgraded my PC.

If you haven't tried it yet, go into your modem's settings on a computer's internet browser and try setting your firewall settings to 'custom' instead of whatever you have it set to. There is extremely little difference, and everything will be just as protected as it was on even the lowest setting (the one above custom). You can also hide your network in the Xfinity app as well, if you're still concerned. Making that change early on when noticing my issue helped tremendously, but inevitably, it hadn't solved it. For some odd reason, upgrading my computer solved it. I honestly don't know why, but I hope changing to custom firewall settings is enough for you. You could also consider going around and making sure all devices are up to date, and for computers, ensure in the Device Manager that ethernet adapters/drivers are fully up to date as well. Also check your brands website for latest drivers (i.e. dell, hp, etc.). Hope it all helps, but let me know if it doesn't, or if something does fix it, I'd like to know what in case mine comes back and you tried something I haven't. :)

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