lifeform7's profile

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8 Messages

Mon, Jan 11, 2021 7:00 AM

Intermittent Connection

I just intsalled a new modem, Motorola MG8702, several days ago. My internet connection is intermittent.  When I trouble shoot my modem, one time it will say no signal received, a few minutes later it will all looks OK. I have checked all my wiring and configurations multiple times. It continues to be intermittent. I NEED HELP NOW! My house is wired and I have checked all the wiring.

Responses

EG

Expert

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87K Messages

5 m ago

What do the modem's signal stats look like ? Try getting them here; http://192.168.100.1

Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

Is this with a WiFi connection ?

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8 Messages

5 m ago

Downstream Channels 33 channels, All locked, Power Levels -2.0 to -4.2, SNR 40-42 dB

 

Upstream channels 6 channels, All locked, Power Levels 45-46

 

Incidentally my modem can only be reached with 192.168.0.1

 

Waiting on your reply. Told you my network is wired , WiFi is an option with my modem but it also is intermittent.

EG

Expert

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87K Messages

5 m ago

The signal stats sound o/k. Are there any modem component error log entries being shown ? If so, please post them as well. A screenshot of them or a copy and paste of all of the text will do.

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8 Messages

5 m ago

No , I have not received any modem error messages in any logs. I have checked all my wiring with a cable tester, checked all configurations of my computers. I am beginning to suspect the the problem might be Comcast cables inti my home. I just bought a new modem MG8702 approved by Comcast and installed. The problems still persist of intermittent access to the internet. I am having problems just taking care of any internet  interactions to the point of insanity and frutration.

EG

Expert

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87K Messages

5 m ago

The signal stats are o/k but perhaps there is noise ingress into the line(s) somewhere.

 

There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.

 

I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !

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8 Messages

5 m ago

This is my at least 10th attempt get Comcast to fix my problem of intermittent connection. My internet drops at least 100 times per day and has been doing this for several months now. I contacted Comcast by phone and talked to Tiffany 5 days ago. She said they would trubleshhot all my outside connections first and then get back within 72 hours. It has now been 5 days and no respose from anybody. This must be fixed or ww will have to find another provider. This has been going on so long now, it is hard to believe that Comcast is doing absoultely nothing about it and has not gooten bvack with me as promised. I think they owe me a big, sifnificant refund of money.

EG

Expert

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87K Messages

5 m ago

I'm going to try re-escalating this.

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8 Messages

5 m ago

I finally got Comcast to come out. The subcontractor seems to think my signal is good but I still have intermittent or no connection on my 3 computers and laptop. I have tried wired and wireless, get the same bad result. No one from higher up in Comcast has made any attempt to contact me. This is totally unacceptable and must be fixed or I need to find another slower provider before I lose my mind.

Official Employee

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2.9K Messages

4 m ago

Greetings, @lifeform7! I appreciate you taking the time to reach out to us here on the forums. I hope you are having an amazing day! I apologize to hear of the issues you are having with your connection. We understand the importance of having a reliable connection these days with work and schooling from home. I would like to see what's going on with the connection. Can you please send me a PM with your first and last name so I may further assist you?

 

To send a private message, please click my name "ComcastMichael" then select "Send a Message" on the right side.

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