3 Messages
Intermittent internet outages
We've been having intermittent internet outages that last between 30 seconds & 5 minutes occurring between 5 and 30+ times a day for the past 8 weeks. I've tried the Xfinity assistant and had 2 or 3 chats with live agents & followed their instructions (mostly just restart the router) to no effect. I've also replaced both the coax cable inside the house as well as the barrel connector, which obviously didn't fix the problem.
The problem occurs on all different types of devices (smart tv, tablet, phone, smart speaker, etc) and on both wifi & Ethernet connected devices. I would also note that even when there is an outage, the lights on the router do not indicate a problem, which seems odd. Our router is the ARRIS xb3. At this point I'm thinking I need to either replace the router or get a tech to come out (assuming I can actually get a real person on the phone).
I had a chat going with Support under [Edited: "Personal Information"] but that account was mistakenly deleted and I created this one. I do have some screenshots of the previous chat though.
Any help would be appreciated.
EG
Expert
•
110K Messages
10 days ago
What do the modem's signal status values look like ? Try getting them here; http://192.168.100.1 or here http://10.0.0.1
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.
1
0
EG
Expert
•
110K Messages
10 days ago
Ok we'd like to see the latest stats please. On the above pic, were there any more downstream channels being shown ? There should be more than just five locking in. And there is a large variation in the power levels between channels 1 and the rest. Should be no more than 3-4 dB. This typically indicates a line / hardware impairment somewhere.
1
0
EG
Expert
•
110K Messages
9 days ago
The same two issues that I commented on earlier are still present. You may indeed want to opt to have a tech out to investigate this one. Good luck !
0
0