6 Messages
Intermittent Connection Drops and Packet Loss (every 15-20 Minutes)
I'm experiencing intermittent connection drops around 15-20 minutes, which has become increasingly frustrating as it hampers my ability to conduct essential tasks such as Zoom/Teams calls or live trading. Despite multiple attempts to resolve the issue through both phone and in-person technical support, the problem remains unresolved.
Here's a brief summary of the events leading up to the current situation:
Around the 17th of January, I initially noticed my modem experiencing random connection drops every few minutes. After contacting Comcast and having a technician inspect the lines, the issue seemed to stem from slightly elevated power levels on the uplink side. Subsequent maintenance corrected the issue temporarily, but the problem resurfaced around mid-February.
The recurring issue presents as severe packet loss and complete connection drops lasting 5-10 seconds every 10-15 minutes. Despite the internet performing well when it's stable, these disruptions render it virtually unusable. This not only affects my work but also impacts the productivity of three individuals working from home in my household.
To provide context, here's a chronological overview of the steps taken to address the issue:
January 17, 2024: Initially, when the issue arose in January, I was using my own Netgear CM1100 modem alongside my UDM Pro SE router. Upon noticing the problem, I promptly contacted Xfinity support, and a technician was dispatched to inspect the lines. After identifying slightly elevated power levels on the uplink side, the technician forwarded the issue to another maintenance crew. Subsequently, the crew worked on an amplifier outside, which temporarily resolved the random disconnects for 2-3 weeks.
January 26, 2024: As a precautionary measure, we decided to switch to an Arris S33 modem to rule out any potential issues with our equipment.
February 15, 2024: Unfortunately, the problem resurfaced in mid-February. Despite our efforts, an agent who inspected our equipment found no issues and attributed the problem to our equipment.
February 16, 2024: In an attempt to troubleshoot further, we reverted to our original CM1100 modem and even changed the router to an old EdgeRouter. Despite upgrading our internet package to 1.2Gbps, the issue persisted. Frustrated with the lack of progress, we rented a modem/router (XB8) from the Xfinity office, hoping to bypass any potential issues with our equipment. However, the connection continued to drop randomly, rendering remote work impossible.
February 17, 2024: Desperate for a resolution, we contacted another agent, who, despite being unable to connect to our modem remotely, sent another technician to our location. Upon arrival, the technician inspected the lines and confirmed that everything appeared to be in order. Despite acknowledging the intermittent drops, he explained that he was unable to escalate the issue as the modem's light was white, indicating a connection. To illustrate the severity of the problem, I invited him to use the Wi-Fi and attempt to browse the internet. As expected, his attempts to access speedtest.net failed repeatedly, despite the modem showing a connected status (solid white). After numerous unsuccessful attempts, the technician conceded that there was indeed a significant issue with the connection from Xfinity/Comcast side but everything from my end seemed great. However, he reiterated his inability to escalate the matter since the modem's status light was white. I find this ridiculous since at this point, the modem light might as well be red with no connection.
It's been a couple of weeks since the last technician visit, and unfortunately, there has been no follow-up or communication from Xfinity regarding the resolution of my ongoing connectivity issues. This ongoing situation severely disrupts our ability to effectively work from home.
The purpose of this post is not to assign blame, but rather to seek a solution. I'm reaching out to this community in the hopes of connecting with someone who can offer meaningful assistance. Despite being a Comcast/Xfinity customer for around a decade, I've never encountered such frustration and dissatisfaction with the service.
Accepted Solution
user_annoy8
6 Messages
7 months ago
I resolved this issue about 1.5 weeks ago and thought I'd share an update for anyone else encountering similar problems:
Despite multiple visits from technicians (after my last post), none were able to provide a solution after inspecting the signals. So, I reached out to their local supervisor who's number I had obtained from one of the previous technicians. I informed him that none of the attempted fixes had worked during the five or so visits. He assured me that he would look into it further and get back to me soon.
After a few days, he contacted a maintenance supervisor, who sent a team with bucket trucks to replace the outside amplifier. Interestingly, they discovered that the outside amplifier was bad, which had been replaced back in January when our internet issues first started. After replacing the said amplifier again, and checking some cables, they left. Since then, I have experienced no further issues, with not a single packet loss or disconnection. I expressed my gratitude to the supervisor for his assistance.
This thread can be closed now. Thank you to everyone who tried to help me from Xfinity tech support.
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0
user_annoy8
6 Messages
8 months ago
Here are the stats from my modem if anyone is wondering:
Downlink Stats
14
Locked
585 MHz
43.1 dB
1.6 dBmV
256 QAM
15
Locked
591 MHz
43.0 dB
1.4 dBmV
256 QAM
16
Locked
597 MHz
43.0 dB
1.2 dBmV
256 QAM
17
Locked
603 MHz
42.9 dB
1.0 dBmV
256 QAM
18
Locked
609 MHz
42.7 dB
0.9 dBmV
256 QAM
19
Locked
615 MHz
42.8 dB
0.9 dBmV
256 QAM
20
Locked
621 MHz
42.9 dB
1.0 dBmV
256 QAM
21
Locked
627 MHz
42.9 dB
1.0 dBmV
256 QAM
22
Locked
633 MHz
42.8 dB
1.2 dBmV
256 QAM
23
Locked
639 MHz
42.7 dB
1.2 dBmV
256 QAM
24
Locked
645 MHz
42.6 dB
1.3 dBmV
256 QAM
25
Locked
651 MHz
42.7 dB
1.0 dBmV
256 QAM
26
Locked
657 MHz
42.6 dB
0.8 dBmV
256 QAM
27
Locked
663 MHz
42.6 dB
0.7 dBmV
256 QAM
28
Locked
669 MHz
42.4 dB
0.3 dBmV
256 QAM
30
Locked
681 MHz
42.2 dB
0.5 dBmV
256 QAM
31
Locked
687 MHz
42.0 dB
0.8 dBmV
256 QAM
32
Locked
693 MHz
42.0 dB
-1.1 dBmV
256 QAM
33
Locked
699 MHz
42.0 dB
-1.4 dBmV
256 QAM
34
Locked
705 MHz
41.9 dB
-1.6 dBmV
256 QAM
35
Locked
711 MHz
41.8 dB
-1.4 dBmV
256 QAM
36
Locked
717 MHz
41.8 dB
0.9 dBmV
256 QAM
37
Locked
723 MHz
42.0 dB
0.3 dBmV
256 QAM
38
Locked
729 MHz
42.1 dB
0.4 dBmV
256 QAM
39
Locked
735 MHz
42.1 dB
0.7 dBmV
256 QAM
40
Locked
741 MHz
41.9 dB
0.2 dBmV
256 QAM
41
Locked
747 MHz
41.4 dB
-1.3 dBmV
256 QAM
42
Locked
753 MHz
40.9 dB
-3.0 dBmV
256 QAM
43
Locked
759 MHz
40.0 dB
-4.7 dBmV
256 QAM
44
Locked
765 MHz
39.8 dB
-5.5 dBmV
256 QAM
45
Locked
780000000
0.0 dB
-3.5 dBmV
OFDM
Uplink Stats
6
Locked
22 MHz
5120
46.3 dBmV
QAM
ATDMA
7
Locked
29 MHz
5120
47.0 dBmV
QAM
ATDMA
8
Locked
35 MHz
5120
47.3 dBmV
QAM
ATDMA
CM Codeword Errors:
29
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
750978680
2435081240
2435088924
2435093188
2435097192
2435102590
2435107429
2435113985
2435119836
2435125943
2435130350
2435136911
2435139649
2435146448
2435151440
2435157130
2435157720
2435159661
2435163523
2435168139
2435172499
2435178392
2435184128
2435188426
2435193824
2435198308
2435204837
2435209941
2435215270
2435217586
2435219307
750978680
734496702
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
734496702
1432937
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
1432937
0
0
XfinityPaula
Official Employee
•
1.1K Messages
8 months ago
@user_annoy8 Hi there, I hope that you are well. Thank you for sharing all the effort that you have put into resolving the intermittent connection drops. I'm terribly sorry to see that you have made so many attempts with no solution. We would love to help out and find the right path to have this corrected and maintain a conversation with you to ensure it's not a temporary fix, but a full solution.
I know how a small issue can impact my own life, you have 3 people impacted there, so this is crucial. We will do everything we can. Please send us a direct message with your name and service address.
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
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
0
0
EG
Expert
•
106.6K Messages
8 months ago
@user_annoy8 @XfinityPaula
Please circle back here and post any possible solutions for the issue here in these open forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.
1
0
user_3kk94f
1 Message
7 months ago
I’m so disappointed. I’m having same issues.
2
0
user_annoy8
6 Messages
7 months ago
Here is a log of the connection issues I experienced today, March 14, 2024.
A few important points to consider:
Primary Internet Drop/Restored Mar 14 2024 6:49 AM
Primary Internet Drop/Restored Mar 14 2024 7:59 AM
Primary Internet Drop/Restored Mar 14 2024 8:15 AM
Primary Internet Drop/Restored Mar 14 2024 8:18 AM
Primary Internet Drop/Restored Mar 14 2024 8:19 AM
Primary Internet Drop/Restored Mar 14 2024 8:23 AM
Primary Internet Drop/Restored Mar 14 2024 8:26 AM
Primary Internet Drop/Restored Mar 14 2024 8:27 AM
Primary Internet Drop/Restored Mar 14 2024 8:28 AM
Primary Internet Drop/Restored Mar 14 2024 8:31 AM
Primary Internet Packet loss Mar 14 2024 8:57 AM
Primary Internet Drop/Restored Mar 14 2024 8:58 AM
Primary Internet Drop/Restored Mar 14 2024 9:19 AM
Primary Internet Drop/Restored Mar 14 2024 9:20 AM
Primary Internet Drop/Restored Mar 14 2024 9:25 AM
Primary Internet Drop/Restored Mar 14 2024 9:26 AM
Primary Internet Drop/Restored Mar 14 2024 9:28 AM
Primary Internet Drop/Restored Mar 14 2024 11:52 AM
Primary Internet Drop/Restored Mar 14 2024 11:54 AM
Primary Internet Drop/Restored Mar 14 2024 11:59 AM
Primary Internet Drop/Restored Mar 14 2024 12:31 PM
Primary Internet Drop/Restored Mar 14 2024 12:37 PM
Primary Internet Drop/Restored Mar 14 2024 12:39 PM
Primary Internet Drop/Restored Mar 14 2024 12:43 PM
Primary Internet Drop/Restored Mar 14 2024 12:48 PM
Primary Internet Down Mar 14 2024 12:49 PM
Primary Internet Drop/Restored Mar 14 2024 12:50 PM
Primary Internet Drop/Restored Mar 14 2024 12:59 PM
Primary Internet Drop/Restored Mar 14 2024 1:02 PM
Primary Internet Drop/Restored Mar 14 2024 1:04 PM
Primary Internet Drop/Restored Mar 14 2024 1:05 PM
Primary Internet Drop/Restored Mar 14 2024 1:07 PM
Primary Internet Drop/Restored Mar 14 2024 1:29 PM
Primary Internet Drop/Restored Mar 14 2024 1:33 PM
Primary Internet Down Mar 14 2024 1:34 PM
Primary Internet Drop/Restored Mar 14 2024 1:35 PM
Primary Internet Drop/Restored Mar 14 2024 1:37 PM
Primary Internet Drop/Restored Mar 14 2024 4:03 PM
Primary Internet Drop/Restored Mar 14 2024 4:40 PM
High latency Mar 14 2024 4:59 PM
Primary Internet Drop/Restored Mar 14 2024 5:02 PM
Primary Internet Drop/Restored Mar 14 2024 5:04 PM
Primary Internet Drop/Restored Mar 14 2024 5:05 PM
Primary Internet Drop/Restored Mar 14 2024 5:07 PM
Primary Internet Drop/Restored Mar 14 2024 6:53 PM
Primary Internet Down Mar 14 2024 6:55 PM
Primary Internet Drop/Restored Mar 14 2024 6:55 PM
Primary Internet Drop/Restored Mar 14 2024 7:05 PM
Primary Internet Down Mar 14 2024 8:24 PM
Primary Internet Drop/Restored Mar 14 2024 8:25 PM
Primary Internet Drop/Restored Mar 14 2024 8:25 PM
Primary Internet Drop/Restored Mar 14 2024 10:36 PM
Primary Internet Drop/Restored Mar 14 2024 10:36 PM
Primary Internet Drop/Restored Mar 14 2024 11:11 PM
Primary Internet Drop/Restored Mar 14 2024 11:13 PM
Primary Internet Drop/Restored Mar 14 2024 11:34 PM
Primary Internet Drop/Restored Mar 14 2024 11:37 PM
Primary Internet Drop/Restored Mar 14 2024 11:40 PM
Primary Internet Down Mar 14 2024 11:54 PM
Primary Internet Drop/Restored Mar 14 2024 11:59 PM
You can see that it is not usable for work calls or meetings or online team collaboration activities.
(edited)
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