Intermittent internet outages

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

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.

Are there any modem error log entries being shown ? If so, please post them as well in their entirety (copy and paste them, don't post a screenshot) but redact the CM MAC and the CMTS MAC addresses for your privacy. They are considered to be personal information. The posting of personally identifying information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publically.

Well if your experience is like mine, they will say it's your modem, replace it with their xfi device, when that has connection problems they will say try just plugging into your computer, when you to a third modem they will say that is the problem, they will then come out and replace the coaxial cables more than once (lol seriously) and you will be routed around and around by their moronic chat bot. 

Good luck. 

I will be voting to break up this entity every opportunity I can. 

Well for now I deactivated my Netgear modem and I am up.

I have a service visit scheduled for Monday, but this is really insane the amount of issues we have had.

@user_f89e7a 

Signals ?

@EG 

apologies for the late post and formatting. Having to post this on mobile and it’s being a pain

Device Information                          

   Cable Specification Version DOCSIS 3.1     

   Hardware Version    V1.0    

  Software Version      8600-21.3.3

Downstream Bonded Channels                                

   Channel       Lock Status     Modulation     Channel ID      Freq. (MHz)     Pwr (dBmV)    SNR (dB)            Corrected        Uncorrected

   1       Locked QAM256         20        543.0   5.9       43.8     0          0

   2       Locked QAM256         13        501.0   6.2       43.9     0          0

   3       Locked QAM256         14        507.0   6.1       43.9     0          0

   4       Locked QAM256         15        513.0   6.1       44.0     0          0

   5       Locked QAM256         16        519.0   6.1       42.5     0          0

   6       Locked QAM256         17        525.0   5.9       43.7     0          0

   7       Locked QAM256         18        531.0   6.1       44.1     0          0

   8       Locked QAM256         19        537.0   6.0       43.7     0          0

   9       Locked QAM256         21        549.0   5.8       43.8     0          0

   10     Locked QAM256         22        555.0   5.5       43.6     0          0

   11     Locked QAM256         23        561.0   5.8       43.5     0          0

   12     Locked QAM256         24        567.0   5.8       42.3     0          0

   13     Locked QAM256         25        573.0   5.6       43.4     0          0

   14     Locked QAM256         26        579.0   5.3       43.4     0          0

   15     Locked QAM256         27        585.0   5.3       43.6     0          0

   16     Locked QAM256         28        591.0   5.4       43.6     0          0

   17     Locked QAM256         29        597.0   5.5       43.6     0          0

   18     Locked QAM256         30        603.0   5.6       43.5     0          0

   19     Locked QAM256         31        609.0   5.7       43.6     0          0

   20     Locked QAM256         32        615.0   5.8       43.6     0          0

   21     Locked QAM256         33        621.0   5.9       43.7     0          0

   22     Locked QAM256         34        627.0   5.8       43.6     0          0

   23     Locked QAM256         35        633.0   5.6       43.4     0          0

   24     Locked QAM256         36        639.0   5.7       43.4     0          0

   25     Locked QAM256         37        645.0   5.6       43.3     0          0

   26     Locked QAM256         38        651.0   5.5       43.4     0          0

   27     Locked QAM256         39        657.0   5.7       43.3     0          0

   28     Locked QAM256         40        663.0   5.7       43.3     0          0

   29     Locked QAM256         41        669.0   5.9       43.3     0          0

   30     Locked QAM256         42        675.0   6.0       42.6     0          0

   31     Locked QAM256         43        681.0   6.0       43.3     0          0

   32     Locked QAM256         44        687.0   6.2       43.3     0          0

   33     Locked OFDM PLC       193      957.0   6.4       42.9     1210919          0

   Upstream Bonded Channels                                 

   Channel       Lock Status     Channel Type Channel ID      Symb. Rate (Ksym/sec)          Freq. (MHz)     Pwr (dBmV)

   1       Locked SC-QAM          1          5120    16.4     43.3

   2       Locked SC-QAM          2          5120    22.8     42.8

   3       Locked SC-QAM          3          5120    29.2     43.3

   4       Locked SC-QAM          4          5120    35.6     43.0

@user_f89e7a 

The stats were good at that snapshot in time. How about those error log entries that I asked about a few days ago ?

@EG  

The connection just dropped twice in 15 minutes. When the modem was in the cycle of the connectivity test sequence I am unable to connect to 192.168.100.1. I was able to pull the stats from the modem as soon I could reconnect, and I was connected to the modem via a direct LAN cable.

Again only the mobile site will allow me to post, so I am pasting this in via mobile - sorry for the formatting

Device Information                           

   Cable Specification Version DOCSIS 3.1     

   Hardware Version    V1.0    

   Software Version     8600-21.3.3    

   CM Certificate          Installed         

            Prod_21.3_d31

Startup Sequence                              

   Startup Step Status  Comment       

   Acquire Downstream Channel        591000000 Hz Locked

   Upstream Connection         OK       Operational   

   Boot State    OK       Operational   

   Configuration File    OK                  

   Security        Enabled          BPI+   

   Connection Status                           

   System Up Time       0 days 11h:24m:55s              

   Network Access       Allowed                    

   Downstream Bonded Channels                             

   Channel       Lock Status     Modulation     Channel ID      Freq. (MHz)     Pwr (dBmV)     SNR (dB)            Corrected        Uncorrected

   1       Locked QAM256         28        591.0   5.3       43.5     10792  11042

   2       Locked QAM256         13        501.0   6.0       44.0     8162    4510

   3       Locked QAM256         14        507.0   6.0       43.8     8046    4168

   4       Locked QAM256         15        513.0   5.9       43.8     8385    4451

   5       Locked QAM256         16        519.0   5.9       42.9     8235    4956

   6       Locked QAM256         17        525.0   5.8       43.1     6561    4194

   7       Locked QAM256         18        531.0   6.0       44.0     5771    3735

   8       Locked QAM256         19        537.0   5.9       43.5     7054    4125

   9       Locked QAM256         20        543.0   5.8       43.8     6579    3829

   10     Locked QAM256         21        549.0   5.6       43.7     6355    3766

   11     Locked QAM256         22        555.0   5.4       43.5     6496    3925

   12     Locked QAM256         23        561.0   5.7       43.5     4652    3296

   13     Locked QAM256         24        567.0   5.6       42.1     5323    3842

   14     Locked QAM256         25        573.0   5.4       43.3     5772    4172

   15     Locked QAM256         26        579.0   5.2       43.4     5600    4215

   16     Locked QAM256         27        585.0   5.2       43.5     4074    3439

   17     Locked QAM256         29        597.0   5.4       43.5     4207    3354

   18     Locked QAM256         30        603.0   5.5       43.5     4148    3485

   19     Locked QAM256         31        609.0   5.6       43.6     4293    3397

   20     Locked QAM256         32        615.0   5.7       43.7     3866    3624

   21     Locked QAM256         33        621.0   5.8       43.6     3296    3179

   22     Locked QAM256         34        627.0   5.7       43.5     3129    2824

   23     Locked QAM256         35        633.0   5.5       43.4     4025    3518

   24     Locked QAM256         36        639.0   5.5       43.5     3474    3845

  25     Locked QAM256         37        645.0   5.5       43.3     2845    3230

   26     Locked QAM256         38        651.0   5.4       43.2     3007    2865

   27     Locked QAM256         39        657.0   5.6       43.3     2927    3185

   28     Locked QAM256         40        663.0   5.6       43.2     2767    3005

   29     Locked QAM256         41        669.0   5.8       43.3     2930    3041

   30     Locked QAM256         42        675.0   5.9       41.9     2820    3610

   31     Locked QAM256         43        681.0   5.9       43.3     2283    2880

   32     Locked QAM256         44        687.0   6.0       43.4     2350    2623

   33     Locked OFDM PLC       193      957.0   5.9       42.6     89745325        2385

   Upstream Bonded Channels                                 

   Channel       Lock Status     Channel Type Channel ID      Symb. Rate (Ksym/sec)           Freq. (MHz)     Pwr (dBmV)

   1       Locked SC-QAM          1          5120    16.4     43.5

   2       Locked SC-QAM          2          5120    22.8     43.8

   3       Locked SC-QAM          3          5120    29.2     43.8

   4       Locked SC-QAM          4          5120    35.6     43.8

Those are the signal stats again, and they are still in spec. They are not the error log entries.. 

@EG soryy for the confusion in my part. Here’s the event logs

No worries ! So even though the signal status values looked OK at those snapshots in time, the error log entries confirm that something is going on. Perhaps there is noise ingress into the line(s) / an upstream channel / return path impairment somewhere.

There are other signal stat values 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 (Cable Modem Termination System) to check for any real-time degradation and / or error reports, see your node / cable plant, and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll the CMTS for those upstream receive signal stats.

You should get a reply here in your topic. Good luck !

@EG Thank you for your help

@user_f89e7a 

Quite welcome !

Yes. I escalated this 10 days ago. It must have slipped through the cracks... I'm going to attempt to escalate it again right now.

Also, as we are talking about the MB8600, why does Comcast limit the ability of the modem to not be able to use LAG (Link Aggregation Group, or Ethernet Port Bonding) for LAN1 and LAN2 Ports so that the modem can support speeds up to 2.0 GBps (https://help.motorolanetwork.com/hc/en-us/articles/115010589128-FAQ-The-MB8600-has-four-Ethernet-ports-Can-I-use-these-for-connecting-more-than-one-device-#:~:text=NOTE%3A%20The%20MB8600%20supports%20LAG,about%20two%20Gigabits%20per%20second.) I have spoken to Motorola and they informed me that this is something that needs to be enabled on the modems firmware or bootfile by the ISP. The reason I want to turn on  LAG is that I currently have 1.2GBps service and have a personally owned MB8600 and Asus router (RT-AX88U) that would allow me to be able to use those speeds. Currently Comcast caps the MB8600 to 954 MBps. Why does Comcast limit the MB8600 and why is Comcast unwilling to allow the MB8600 to be able to run to its full specs?