Abema0801's profile

New Poster

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2 Messages

Sat, Nov 28, 2020 12:00 AM

Intermittent Internet Connection

スクリーンショット 2020-11-28 午前1.23.20.png

 

 My internet connection is lost or decreased by 10 minutes each. I would like to know the reason and how to solve the problem. I attached the log. My plan is up to 300mps one. 

Responses

BruceW

Gold Problem Solver

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22.4K Messages

7 m ago

The image you posted isn't visible. It looks like this:

HfImgPlcHldr.gif

It's probably because the image requires moderator approval. That might take some time, from a few hours to a day or so. Alternatively, you could upload the image to a file sharing site and post a link to it here, or post text instead of an image.
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Are you connecting via Wifi or Ethernet? If Wifi, it's best to switch to an Ethernet cable connection if possible. That would allow you to determine whether the problem is the Wifi signal or the link between your equipment 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.

If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you still need help, please post the following information from your modem or gateway:

  • model number
  • downstream power levels and SNR
  • upstream power levels
  • error log

If you can't find the problem or you'd rather have Comcast take care of it, 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/. If they can't fix the problem remotely, 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 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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