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I lose internet daily from 10am to 10pm
I've been experiencing a loss of internet for the past two weeks from around 10am to 10pm (sometimes it comes on for a bit and shuts off within minutes). Expectedly, it has been difficult getting ahold of an xfinity technician, but I did manage to get someone sent out. They were unable to climb the pole to the top (car parked next to it) but did change one of the wires. At first, I was not too worried because I could still get the xfinitywifi, but now I can't even get that. Does anyone have a similar situation or know what could be happening? I'm desperate! Thanks!
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EG
Expert
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87.1K Messages
1 y ago
The upstream power is too high and it may be intermittently fluctuating even higher out of spec. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, and latency problems. And there is only a single upstream channel locked. There should be 3 to 4.
In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test
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.
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EG
Expert
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87.1K Messages
1 y ago
When there is a connection, 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 ?
In addition. Is this with a WiFi connection ? If so, for a test, does a computer hardwired directly to the router / gateway device with an ethernet cable have the same problem ?
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Przanokr
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4 Messages
1 y ago
My desktop is also having the same issue, regardless of which device it's plugged into.
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Przanokr
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4 Messages
1 y ago
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darkangelic
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2K Messages
1 y ago
Did you get notfication of a system outage, or at least a follow up visit to deal with the issue?
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Przanokr
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4 Messages
1 y ago
@EG Here is the upstream, downstream, and SNR for my Netgear CM500. Hopefully this is what you need.
Doonstream Bonded Channels
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