Dropped connection every 30 minutes precisely

Hello,

For the last several months, I have been experiencing very regular internet outages, every 30 minutes, for a few seconds. It's precise enough that I can predict when they will occur - on the dot.

The outage lasts for only about 10-15 seconds as far as I can tell, but it's enough to make me drop calls. It happens on every device (PC, Mac, and phone) at the same time, whether on WiFi or ethernet.

I've checked the Router settings (including DHCP lease time - a prime suspect because of the regularity) but nothing seems off. I'm also able to change the timing of the outage by resetting the modem. The new outage time will be 30 minutes from when the modem was reset.

I live in a condo building so my modem uses a cable that comes through the wall, but I don't know where it goes from there.

Any help would be appreciated. Also please let me know if there are other diagnostics tests I could perform. Thank you.

Responses

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user_1c0eea

Visitor

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5 Messages

3 years ago

Updating with Upstream/Downstream connection stats because that seems to be what is usually asked for:

Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Freq. (MHz)	Pwr (dBmV)	SNR (dB)	Corrected	Uncorrected
1	Locked	QAM256	21	627.0	9.9	40.5	223	117
2	Locked	QAM256	22	633.0	10.0	40.6	119	0
3	Locked	QAM256	23	639.0	10.0	40.3	370	208
4	Locked	QAM256	24	645.0	10.5	40.8	100	1
5	Locked	QAM256	26	651.0	10.4	40.6	106	4
6	Locked	QAM256	27	657.0	10.6	40.9	75	0
7	Locked	QAM256	28	663.0	10.3	40.7	100	1
8	Locked	QAM256	29	669.0	10.7	41.1	92	0
9	Locked	QAM256	30	675.0	10.8	40.5	79	0
10	Locked	QAM256	31	681.0	10.9	41.2	75	0
11	Locked	QAM256	32	687.0	11.1	41.4	79	0
12	Locked	QAM256	33	693.0	11.3	41.6	81	0
13	Locked	QAM256	34	699.0	11.5	41.7	67	0
14	Locked	QAM256	35	705.0	11.4	41.6	64	0
15	Locked	QAM256	36	711.0	11.7	41.9	62	0
16	Locked	QAM256	37	717.0	11.9	41.9	53	0
17	Locked	QAM256	38	723.0	11.1	42.9	50	0
18	Locked	QAM256	39	729.0	11.3	43.1	60	0
19	Locked	QAM256	40	735.0	11.0	42.4	7828496	4704525
20	Locked	QAM256	41	741.0	11.1	42.4	98553247	71280201
21	Locked	QAM256	42	747.0	11.2	43.0	58	0
22	Locked	QAM256	43	753.0	11.1	42.8	559	281
23	Locked	QAM256	44	759.0	10.7	42.6	2733717	2038028
24	Locked	QAM256	45	765.0	10.8	42.6	10032494	6461334
Total							119150426	84484700

Upstream Bonded Channels

Channel	Lock Status	Channel Type	Channel ID	Symb. Rate (Ksym/sec)	Freq. (MHz)	Pwr (dBmV)
1	Locked	ATDMA	7	5120	29.2	43.0
2	Locked	ATDMA	5	5120	16.4	42.8
3	Locked	ATDMA	6	5120	22.8	42.8
4	Locked	ATDMA	8	5120	35.6	43.5
5	Not Locked	Unknown	0	0	0	0.0
6	Not Locked	Unknown	0	0	0	0.0
7	Not Locked	Unknown	0	0	0	0.0
8	Not Locked	Unknown	0	0	0	0.0

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user_1c0eea

Visitor

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5 Messages

3 years ago

The modem is a Motorola MB7621. Router is Netgear R6220.

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XfinityJorge

Official Employee

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2.1K Messages

Hello there @user_1c0eea thanks for taking the time out of your day to contact our Xfinity Support Team over our Xfinity Forums. I am sorry to hear about the intermittent service interruptions you have been experiencing and we are happy to work towards a resolution together. Have you removed the router and still had the same experience after?

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

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

3 years ago

0

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user_1c0eea

Visitor

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5 Messages

Hello, thanks for replying. What do you mean removed the router? I can't connect directly to the modem. I have tried restarting the router, and it hasn't solved the problem.

3 years ago

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XfinityJorge

Official Employee

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2.1K Messages

Thanks for the response and for your time. Have you tested this issue bys directly connecting the ethernet cord to the modem? We would like to try some remote troubleshooting on our end to see if we can help you https://comca.st/3iPUnmR get started please select the "peer to peer chat" icon (upper right corner of this page), click the "new message" icon, type/select "Xfinity Support", and then type/send your name with your address.

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

3 years ago

0

xfin235

Visitor

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2 Messages

3 years ago

I am having this same issue occurring. I replaced the Cable Modem based on Xfinity Tech home appointment last week. Still experiencing the issue consistently every 30 mins. Can someone post the resolution to this issue as is alluded to in this thread.

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AF

abbett-family

Visitor

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1 Message

3 years ago

I am experiencing this same issue as well.

I use a ping visualization tool in my terminal (prettyping) to monitor my connection to my router IP address and to my Xfinity gateway IP address (71.235.68.1).

Every 30 minutes, for about 5-6 seconds, the pings to the Xfinity gateway fail (see the red !s in the image below). During this time, I notice general lack of internet — most of the time I'm in Zoom and everyone's video/audio freezes for that time.

Meanwhile, I notice no interruption in the pings to my router. I've tried restarting my cable modem, but that has had no effect.

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user_1c0eea

Visitor

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5 Messages

@abbett-family this looks like exactly what happens to me, but I haven't been able to visualize like this. Thank you! So this is an Xfinity problem, not a hardware problem?

3 years ago

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x_user1

Contributor

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36 Messages

3 years ago

Yes, you need a tech visit to check and fix the issue.

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user_a5402a

Visitor

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2 Messages

3 years ago

Hi, I am also having the same issue. Following to see what the resolution is.

Thank you

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user_a5402a

Visitor

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2 Messages

3 years ago

I have a tech coming out for this exact issue today. Hopefully it can be fixed and can spread some info about it here

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user_780441

Visitor

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2 Messages

3 years ago

My issue is similar. Mine drops for 5 seconds every 15 minutes and 30 seconds exactly. It is so predictable. This started four days ago.

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CCJosh

New Problem Solver

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452 Messages

That is certainly not the experience that we want you to have with your services @user_780441. Which trouble shooting steps have you completed so far and do you use one of our Gateways or your own personal equipment? If it is your own, what is the model?

I no longer work for Comcast.

3 years ago

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user_780441

Visitor

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2 Messages

I’ve rebooted router several times. Checked my cables. I’ve timed the outrages several times. It is so predictable. 15 minutes and 30 seconds exactly. It seems like a comcast software issue to be that consistent and predictable. Haven’t contacted comcast yet. Will probably do that soon.

3 years ago

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CCAlicia

Contributor

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250 Messages

Thank you for sharing @user_780441!

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

I no longer work for Comcast.

3 years ago

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erase_ego

Visitor

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3 Messages

3 years ago

I am having the same issue for the last 5 days. I was out of town for 3 weeks before that so no idea if the problem was there for more than 5 days. Internet connection gets dropped every 15 minutes like user_780441 has mentioned. Tried rebooting router, restarting gateway etc. Called Customer Support too but they were not able to diagnose the issues other than doing a reset.

Is there a way I can escalate the issue?

(edited)

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user_31a95d

Visitor

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1 Message

3 years ago

Hello, Glad I found this thread. I'm seeing the same issue. I use s/w call 'Net Uptime Monitor', it logs any internet connection delay over 2 seconds. Its been like this for over a month. Net Uptime has a free version that will log for an hour or 2.

Here are the results...

I had over 15 'drops', in 24 hours, but removed some for brevity. the data is pretty clear. I have not yet been able to remove the router (netgear nighthawk) yet. But looking at these posts, it seems like the failure is on the comcast side of the connection.

7/5/2022 3:20:27 PM Log Start
Ping Target 1: 8.8.8.8 - Google
Ping Target 2: 4.2.2.2 - Level3
Ping Target 3: 1.1.1.1 - Cloudflare
Wait for Ping (milliseconds): 200
Test Interval (seconds): 2
Log Failure Longer Than (seconds): 2
---------------------------------------
Failure Start Length
------------- ------
7/5/2022 3:33:22 PM 0:00:02
LAN OK - 10.0.0.1 responded in 0 ms
7/5/2022 4:33:22 PM 0:00:04
LAN OK - 10.0.0.1 responded in 0 ms
7/5/2022 5:03:24 PM 0:00:02
LAN OK - 10.0.0.1 responded in 0 ms
7/5/2022 6:03:24 PM 0:00:02
LAN OK - 10.0.0.1 responded in 0 ms
7/5/2022 6:33:24 PM 0:00:02
LAN OK - 10.0.0.1 responded in 0 ms
7/5/2022 7:33:23 PM 0:00:04
LAN OK - 10.0.0.1 responded in 0 ms
7/5/2022 8:03:22 PM 0:00:04
LAN OK - 10.0.0.1 responded in 0 ms
7/5/2022 9:33:22 PM 0:00:04
LAN OK - 10.0.0.1 responded in 0 ms
7/5/2022 10:33:25 PM 0:00:02
LAN OK - 10.0.0.1 responded in 0 ms
7/5/2022 11:03:22 PM 0:00:03
LAN OK - 10.0.0.1 responded in 0 ms
7/6/2022 12:03:23 AM 0:00:02
LAN OK - 10.0.0.1 responded in 0 ms
7/6/2022 12:33:23 AM 0:00:03
LAN OK - 10.0.0.1 responded in 0 ms

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CCEthan

Official Employee

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1.4K Messages

@user_31a95d. Thanks for the details on your issue. I checked out your incoming signal and there is noise in the downstream which would explain your issue. When you have time, I recommend unplugging your modem, unscrewing the coax from both ends and putting it all back and we can do a quick monitor again to see if it comes back. If it does, you will need a technician. Let me know, thanks!

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

3 years ago

0

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user_c88e40

Visitor

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1 Message

3 years ago

Has anyone ever gotten any concrete resolution to this idiotic issue? For anyone working from home, which I'd surmise is a massive amount of subscribers, dropping the connection will kill your VPN connection, as it does for me, every 30 minutes, like clockwork, at X:22 and X:55 past the hour. What I've noticed was that my initial connection speed, 50/5 mbps, was basically rock solid; I rarely, if ever, had any drops at all, and worked from home without issue. However, once I decided to get greedy, and bumped up to the "superfast" 600/25 mbps speeds, I had nothing but repeated, and repeatable/predictable disconnects every 30 minutes. This was originally done with a refurbished Arris arris SVG2482AC, supposedly certified to handle that speed, and then with a brand new Motorola MG8702, which should easily handle these speeds, which are a fraction of what it's rated for.

Here are the latest stats from the MG8702 - note the massive number of errors from the 33rd channel of the bonded downstream channel - my Arris would just reboot itself from all the errors; the Motorola just drops the connection.

System Up Time

10 days 08h:46m:50s

Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Freq. (MHz)	Pwr (dBmV)	SNR (dB)	Corrected	Uncorrected
1	Locked	QAM256	41	645.0	3.7	40.6	492	92
2	Locked	QAM256	13	471.0	2.7	41.2	0	0
3	Locked	QAM256	14	477.0	2.8	41.2	0	0
4	Locked	QAM256	15	483.0	2.8	41.2	2	0
5	Locked	QAM256	16	489.0	2.9	41.2	1	0
6	Locked	QAM256	17	495.0	2.8	41.0	0	0
7	Locked	QAM256	18	507.0	2.5	41.1	2	0
8	Locked	QAM256	19	513.0	2.6	41.1	3	0
9	Locked	QAM256	20	519.0	2.5	41.1	2	0
10	Locked	QAM256	21	525.0	2.6	41.1	2	0
11	Locked	QAM256	22	531.0	2.8	41.1	0	0
12	Locked	QAM256	23	537.0	2.8	41.1	8	0
13	Locked	QAM256	24	543.0	2.7	40.9	50	0
14	Locked	QAM256	25	549.0	2.3	40.7	48	61
15	Locked	QAM256	26	555.0	1.9	40.3	63	148
16	Locked	QAM256	27	561.0	2.4	40.0	24	53
17	Locked	QAM256	28	567.0	3.8	39.9	9	0
18	Locked	QAM256	29	573.0	4.6	40.7	3	0
19	Locked	QAM256	30	579.0	4.6	41.0	1	0
20	Locked	QAM256	31	585.0	4.5	41.2	24	110
21	Locked	QAM256	32	591.0	4.1	41.0	84	164
22	Locked	QAM256	33	597.0	3.5	40.8	89	247
23	Locked	QAM256	34	603.0	3.3	40.8	155	385
24	Locked	QAM256	35	609.0	3.2	40.6	121	436
25	Locked	QAM256	36	615.0	3.3	40.6	99	280
26	Locked	QAM256	37	621.0	2.8	40.4	50	211
27	Locked	QAM256	38	627.0	2.9	40.4	39	147
28	Locked	QAM256	39	633.0	2.8	40.5	135	80
29	Locked	QAM256	40	639.0	3.0	40.3	188	150
30	Locked	QAM256	42	651.0	3.7	40.5	1030	1713
31	Locked	QAM256	43	657.0	3.1	40.2	1575	3767
32	Locked	QAM256	44	663.0	2.4	39.9	353	363
33	Locked	OFDM PLC	159	690.0	3.5	40.4	1847112694	45030

Upstream Bonded Channels

Channel	Lock Status	Channel Type	Channel ID	Symb. Rate (Ksym/sec)	Freq. (MHz)	Pwr (dBmV)
1	Locked	SC-QAM	1	2560	10.4	44.0
2	Locked	SC-QAM	2	5120	16.4	45.0
3	Locked	SC-QAM	3	5120	22.8	45.0
4	Locked	SC-QAM	4	5120	29.2	45.0
5	Locked	SC-QAM	5	5120	35.6	46.0
6	Locked	SC-QAM	6	2560	40.4	46.5

As for me, I have an xFi modem arriving tomorrow (Which took 4 ridiculous calls/chat sessions to finally get shipped out - utterly inexplicable how incompetent that whole experience was), that they are hoping will resolve the issue, but I'm betting it won't. We will update here once I get it all sorted out, either way.

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CCStephanieT

Contributor

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342 Messages

Hello @user_c88e40 thank you for reaching out through our forum. Did you receive the new modem? Are you still having the same issue?

I no longer work for Comcast.

3 years ago

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K

kczmudzin

Visitor

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1 Message

@user_c88e40 same here; when I went to 600/25 earlier this year because I was over the bandwidth limit working from home, I get the same interruptions while doing Teams and everything freezes for 5 seconds every 30 minutes

3 years ago

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CCChristopher

Problem Solver

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577 Messages

@kczmudzin Hello and thank you for reaching out, and oh no! I am so sorry to hear that you are also experiencing these same issues with your Microsoft teams freezing every 30 minutes. Just to confirm, are you experiencing network issues with any other program, website, or application, or just Microsoft Teams at the moment? -Christopher

I no longer work for Comcast.

3 years ago

0

Your Home Network

user_1c0eea

Dropped connection every 30 minutes precisely

user_1c0eea

user_1c0eea

XfinityJorge

user_1c0eea

XfinityJorge

xfin235

abbett-family

user_1c0eea

x_user1

user_a5402a

user_a5402a

user_780441

CCJosh

user_780441

CCAlicia

erase_ego

user_31a95d

CCEthan

user_c88e40

CCStephanieT

kczmudzin

CCChristopher

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