U

Visitor

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7 Messages

Thursday, June 22nd, 2023 4:11 AM

Closed

Intermittent internet

I've been losing my internet connection once every hour since June 19th around 8:00 PM central. It comes back on after 2-5 minutes. I've tried ALL the steps with xfinity assistant TWICE already and I'm still having issues with it.

Expert

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110.7K Messages

2 years ago

Is this with a WiFi connection ? If so, as a test, does a computer / device that is hardwired directly to the router / gateway device with an ethernet cable have the same problem ?


With this test, we are trying to isolate this down to being either a WiFi-only problem or a problem with the general connection to the Comcast system which would of course affect both. It's a good first step in troubleshooting before proceeding any further. 

Visitor

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7 Messages

@EG​ It happens on both WiFi and plugged in through an ethernet cable.

Expert

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110.7K Messages

2 years ago

OK what do the modem's signal stats 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.


What is the exact make and model number of the modem / gateway device ?

Visitor

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7 Messages

@EG

Procedure Status Comment
Acquire Downstream Channel 417000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enabled BPI+
IP Provisioning Mode Honor MDD honorMdd(4)
 
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 4 417000000 Hz -8.7 dBmV 40.1 dB 314 0
2 Locked QAM256 1 399000000 Hz -8.4 dBmV 40.3 dB 450 0
3 Locked QAM256 2 405000000 Hz -8.5 dBmV 40.2 dB 567 1
4 Locked QAM256 3 411000000 Hz -8.6 dBmV 40.2 dB 411 2
5 Locked QAM256 5 423000000 Hz -9 dBmV 40 dB 252 0
6 Locked QAM256 6 429000000 Hz -9.2 dBmV 39.9 dB 124 0
7 Locked QAM256 7 435000000 Hz -9.3 dBmV 39.8 dB 5 0
8 Locked QAM256 8 441000000 Hz -9.2 dBmV 39.8 dB 41 0
9 Locked QAM256 9 447000000 Hz -9.4 dBmV 39.7 dB 32 0
10 Locked QAM256 10 453000000 Hz -9.4 dBmV 39.7 dB 34 0
11 Locked QAM256 11 459000000 Hz -9.2 dBmV 39.7 dB 110 0
12 Locked QAM256 12 465000000 Hz -9.8 dBmV 39.6 dB 126 0
13 Locked QAM256 13 471000000 Hz -9.6 dBmV 39.6 dB 132 31
14 Locked QAM256 14 477000000 Hz -9.8 dBmV 39.5 dB 95 0
15 Locked QAM256 15 483000000 Hz -10 dBmV 39.4 dB 72 0
16 Locked QAM256 16 489000000 Hz -10.3 dBmV 39.2 dB 110 0
 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 4 5120 Ksym/sec 35600000 Hz 48.5 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 22800000 Hz 47.1 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 29200000 Hz 48.3 dBmV
4 Locked ATDMA 1 5120 Ksym/sec 16400000 Hz 46.6 dBmV

Visitor

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7 Messages

@EG​ Netgear C6250-100NAS

Expert

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110.7K Messages

2 years ago

The downstream power is weak / out of spec and the upstream power is on the high side and they may be intermittently fluctuating even farther out of spec. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

In an effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1000 MHz, bi-directional, and no gold colored garbage from Home Depot, Target, Wal-Mart, etc. Splitters should be swapped with known to be good / new ones to test.

Also check the coax cable for any damage such as cuts, nicks, abrasions, kinks, sharp bends, etc.

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.


Good luck with it !

Visitor

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7 Messages

@EG​ I'll try those steps. Thanks!

Official Employee

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2.1K Messages

Hi there @user_edb49f!  Thanks so much for taking the time to reach out to Xfinity Support here on our Community Forum.  We are so glad to hear from you and happy to help in any way that we can to ensure that you are having the best expereince with your service.  No worries!  You have reached out to the right team, and we are going to get you all squared away.  So that we can get started, please feel free to shoot us a private message with your full name and service address.  That way we can take a look at things.  

 

To send a "direct message" / "private message" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging 

 • Click the "New message" (pencil and paper) icon

 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 •  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 •  - An "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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Expert

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110.7K Messages

@user_edb49f​ 

So, did any of those tips apply ?

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

Expert

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110.7K Messages

2 years ago

Quite welcome ! Please post back here with how things turn out.

Visitor

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7 Messages

@EG

My problems still persisted. I had to call a technician to come out. They just came over an hour ago and told me that the issue was unrelated to anything inside my house. They replaced a lot of outdated components at the box behind my house. He told me that should fix the issue.

Expert

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110.7K Messages

2 years ago

@user_edb49f 

Thanks for the update ! Live with it a while now and see. I hope that's the fix for you !

Visitor

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7 Messages

2 years ago

My problem is now fixed. I no longer have any intermittent outages. Edit: The problem was outside the house and solution was to have the technician replace the outdated hardware at the box.

(edited)

Expert

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110.7K Messages

2 years ago

Glad you got it straightened out ! Take care !

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