High Latency and Disconnects Every Night

What do the modem's signal status values look like ? Try getting them here; http://192.168.100.1 or here http://10.0.0.1 

Please copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.

What is the exact make and model number of the modem / gateway device ?

Modem: ARRIS SURFboard S34

Startup Procedure
Procedure  Status  Comment
Acquire Downstream Channel  543000000 Hz  Locked
Connectivity State  OK  Partial Service (DS only)
Boot State  OK  Partial Service (DS only)
Configuration File  OK  
Security  Enabled  BPI+
DOCSIS Network Access Enabled  Allowed  

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
28 Locked 256QAM 543000000 Hz -3.4 dBmV 39.0 dB 1254 421
17 Not Locked Unknown 0 Hz -48.9 dBmV 13.7 dB 0 390164558
18 Not Locked Unknown 0 Hz -48.7 dBmV 8.6 dB 0 392021861
19 Not Locked Unknown 0 Hz -48.7 dBmV 15.6 dB 0 391626423
20 Not Locked Unknown 0 Hz -49.3 dBmV 14.1 dB 0 391101416
21 Not Locked Unknown 0 Hz -50.3 dBmV 16.7 dB 0 390331527
22 Not Locked Unknown 0 Hz -52.3 dBmV 4.4 dB 0 391553091
23 Not Locked Unknown 0 Hz -50.4 dBmV 7.8 dB 0 394678943
24 Not Locked Unknown 0 Hz -22.7 dBmV 17.1 dB 0 393428223
25 Locked 256QAM 525000000 Hz -9.3 dBmV 36.6 dB 45951 151473
26 Locked 256QAM 531000000 Hz -8.8 dBmV 38.6 dB 133 125
27 Locked 256QAM 537000000 Hz -6.7 dBmV 38.6 dB 1112 1259
29 Locked 256QAM 549000000 Hz -1.8 dBmV 40.9 dB 73 28
30 Locked 256QAM 555000000 Hz -2.2 dBmV 40.9 dB 89 93
31 Locked 256QAM 561000000 Hz -2.5 dBmV 40.9 dB 194 974
32 Locked 256QAM 567000000 Hz -2.9 dBmV 40.9 dB 97 59
33 Locked 256QAM 573000000 Hz -3.0 dBmV 40.4 dB 192 1112
34 Locked 256QAM 579000000 Hz -2.4 dBmV 40.4 dB 37 22
35 Locked 256QAM 585000000 Hz -1.9 dBmV 40.4 dB 47 90
36 Locked 256QAM 591000000 Hz -1.3 dBmV 40.4 dB 87 47
37 Locked 256QAM 597000000 Hz -0.8 dBmV 40.9 dB 94 64
38 Locked 256QAM 603000000 Hz -0.2 dBmV 40.4 dB 71 67
39 Locked 256QAM 609000000 Hz -0.4 dBmV 40.9 dB 67 139
40 Locked 256QAM 615000000 Hz -0.8 dBmV 40.4 dB 94 3
41 Locked 256QAM 621000000 Hz -1.2 dBmV 40.9 dB 111 58
42 Locked 256QAM 627000000 Hz -1.8 dBmV 40.4 dB 248 64
43 Locked 256QAM 633000000 Hz -2.3 dBmV 40.4 dB 595 1032
44 Locked 256QAM 639000000 Hz -2.8 dBmV 40.4 dB 92 10
45 Locked 256QAM 645000000 Hz -3.1 dBmV 40.9 dB 102 40
46 Locked 256QAM 651000000 Hz -3.6 dBmV 40.4 dB 131 67
47 Locked 256QAM 657000000 Hz -3.9 dBmV 40.4 dB 463 255
48 Locked OFDM PLC 688000000 Hz -4.5 dBmV 41.0 dB 1188798467 1165




Upstream Bonded Channels
Channel ID Lock Status US Channel Type Frequency Width Power
1 Locked SC-QAM 16400000 Hz 6400000 47.8 dBmV
4 Locked SC-QAM 35600000 Hz 6400000 51.0 dBmV
3 Locked SC-QAM 29200000 Hz 6400000 50.3 dBmV
2 Locked SC-QAM 22800000 Hz 6400000 48.8 dBmV

There are RF signal / connection quality problems. Downstream channels 17 through 24 are not even locking in. And some that are locking in are on the low / weak side or out of spec. And the upstream power is on the high side and it may be intermittently fluctuating even higher to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

In an effort to try to obtain better connectivity / more wiggle room, check to see if there are any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/reconfigured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage from Home Depot, Target, Wal-Mart, etc. Splitters should be swapped with known to be good / new ones to test.

Also, check the coax cable for any damage such as cuts, nicks, abrasions, kinks, sharp bends, or animal chews.

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.

Good luck with it !

These issues started suddenly around the end of August and there have been no changes to the wiring within my house. Their is a single coax from demarc to the modem. Can I get someone out to check the wiring upstream? 

Good Afternoon, @where_did_the_data_go! Thank you so much for taking the time to reach out to us here on the Xfinity Forums. I completely understand the need for a solid connection within the home, and want to make sure your services are working as intended. Thank you so much @EG for sharing all your awesome knowledge, and helping dive into troubleshooting right away. 

Just to ensure we are on the same page, did you swap out the coax cable that is from your device to the wall outlet already? If so, we would want to dive deeper into the account with you to see about our next steps. Please let us know.