Getting err_connection_timed_out for almost every website I visit

Hello, I am consistently getting err_connection_timed_out message on almost every website I visit with every single of my devices (laptop, phone, console, tablet). It's become completely useless when none of the websites load. I already restarted and resetted the router multiple times, disabled the firewalls and antiviruses, updated the network drivers but none of that seems to work.

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BruceW

Gold Problem Solver

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26.6K Messages

2 years ago

... getting err_connection_timed_out message on almost every website ...

Are you connecting via Wifi or Ethernet? If Wifi, it's best to switch to an Ethernet cable connection if possible for testing. That would allow you to determine whether the problem is the Wifi signal or the link between your modem or gateway and Comcast's network. Network connection problems that affect both Ethernet and Wifi devices are often due to poor coax connections or damaged coax cable, usually in or near your home. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power.

If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you still need help, please post your Internet plan speed and the following information from your modem or gateway (from http://192.168.100.1 or http://10.0.0.1):

model number
downstream: power levels, SNR (or MER), error counts, and uptime
upstream: power levels
event log, if available (Be sure to remove or blot out any MAC addresses. Forum security processing considers them "personal information" and may prevent the event log from posting if these are present.)

Be aware that, if you post any images, your message will be made Private for a time, as all images must be approved by the Forum Moderators before they become generally visible.

If you can't find the problem or you'd rather have Comcast take care of it and an employee does not respond to your message here, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit ($70-$100) unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.

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U

user_9d55bf

3 Messages

2 years ago

I tested it with both wifi and Ethernet and neither of them worked except when I enabled Bridge Mode. With Bridge Mode I was able to get the internet working again but it disables the wifi network and most of my devices can only be connected through wifi so not a solution on my end. My guess it is a problem with the router blocking access to the network.

My routers model is CGM4981COM and these are the upstream and downstream logs from the router

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BruceW

Gold Problem Solver

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26.6K Messages

2 years ago

Please post the requested information for all 32 channels, along with the error counts. Also the additional information for the OFDM channel if available.

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user_9d55bf

3 Messages

2 years ago

I did not found OFDM channel info

Downst

ream

Channel Bonding Value

Channel ID

4

1

2

3

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

193

Lock Status

Locked

Frequency

435 MHz

417 MHz

423 MHz

429 MHz

441 MHz

447 MHz

453 MHz

459 MHz

465 MHz

471 MHz

477 MHz

483 MHz

489 MHz

495 MHz

501 MHz

507 MHz

513 MHz

519 MHz

525 MHz

531 MHz

537 MHz

543 MHz

555 MHz

561 MHz

567 MHz

573 MHz

579 MHz

585 MHz

591 MHz

597 MHz

603 MHz

609 MHz

805000000

SNR

41.2 dB

41.4 dB

41.3 dB

41.1 dB

40.4 dB

40.2 dB

39.4 dB

38.7 dB

39.3 dB

39.6 dB

40.1 dB

40.0 dB

40.6 dB

40.7 dB

40.8 dB

41.0 dB

41.1 dB

40.9 dB

41.1 dB

40.8 dB

40.9 dB

40.7 dB

40.9 dB

40.6 dB

40.9 dB

41.0 dB

40.9 dB

41.3 dB

40.9 dB

41.1 dB

41.2 dB

38.8 dB

Power Level

-3.7 dBmV

-3.1 dBmV

-3.6 dBmV

-3.9 dBmV

-5.2 dBmV

-6.6 dBmV

-7.8 dBmV

-6.5 dBmV

-6.0 dBmV

-5.3 dBmV

-4.5 dBmV

-4.4 dBmV

-3.9 dBmV

-3.8 dBmV

-3.3 dBmV

-3.2 dBmV

-3.5 dBmV

-3.0 dBmV

-3.3 dBmV

-2.5 dBmV

-3.1 dBmV

-2.9 dBmV

-3.7 dBmV

-2.7 dBmV

-2.5 dBmV

-3.1 dBmV

-1.7 dBmV

-2.7 dBmV

-2.5 dBmV

-2.0 dBmV

-4.5 dBmV

Modulation

256 QAM

OFDM

Upstream	Channel Bonding Value
Channel ID	1	2	3	4	5	6
Lock Status	Locked	Locked	Locked	Locked	Locked	Locked
Frequency	16 MHz	22 MHz	29 MHz	35 MHz	40 MHz	10 MHz
Symbol Rate	5120	5120	5120	5120	2560	2560
Power Level	43.8 dBmV	44.3 dBmV	44.0 dBmV	42.5 dBmV	44.3 dBmV	43.8 dBmV
Modulation	QAM	QAM	QAM	QAM	QAM	QAM
Channel Type	ATDMA	ATDMA	ATDMA	ATDMA	ATDMA	ATDMA

CM Error Codewords
Channel ID	4	1	2	3	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	193
Unerrored Codewords	72556308	364566838	364571806	364576313	364581400	364586576	364591693	364596967	364602002	364607626	364613270	364617178	364622449	364626806	364633256	364638626	364643150	364646308	364651266	364656649	364661758	364667458	364672436	364677685	364683492	364688504	364693329	364697900	364703388	364706359	364710325	364711042	72556308
Correctable Codewords	52513717	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	52513717
Uncorrectable Codewords	3	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	3

1

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XfinityAldrik

Official Employee

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2.2K Messages

Hello @user_9d55bf, thank you for reaching out to us on our community forums! I see BruceW was providing some helpful tips, thank you @BruceW! Have you tried troubleshooting this issue through our awesome Xfinity app @user_9d55bf?

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

2 years ago

0

BruceW

Gold Problem Solver

•

26.6K Messages

2 years ago

If you made no cable or splitter changes between taking the two sets of readings I'd suspect that there is an intermittent coax connection or damaged cable -- there's a substantial change in power levels across the board. Upstream channels were a bit high in the first set but look OK in the second. Downstream channels are better, but 459 MHz is somewhat out of spec and the adjacent channels are borderline (too low). The ideal downstream level is 0 or a few dB above 0. Error counts look OK.

As above, if you are still having problems and the troubleshooting post doesn't help you clear them up you'll need to ask Comcast for help.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

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Your Home Network

user_9d55bf

Getting err_connection_timed_out for almost every website I visit

BruceW

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user_9d55bf

BruceW

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user_9d55bf

XfinityAldrik

BruceW

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