RadioSid's profile

Frequent Visitor

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21 Messages

Sat, May 8, 2021 1:21 AM

Intermittent loss of internet

At some apparently random intervals, my internet service simply stops working.  My desktop PC, connected with an Ethernet cable, cannot connect to anything on the internet, even though the network icon’s hover script says “Internet service,” and after some random time interval it starts working again.  On my phone, I’ll get a message saying there’s no connection and giving me a choice between “Use cellular data” and “Keep trying WiFi.”  That also starts working after a while.  I have cold-booted the modem multiple times, leaving the power plug unplugged for at least two minutes each time.

Sounds like I might need a new modem?

Responses

EG

Expert

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87.1K Messages

1 m ago

Start with the modem's signal stats. Perhaps they already are, or they are close to being out of spec and intermittently they go completely of spec. Try getting them here http://192.168.100.1 or here http://10.0.0.1


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


What is the exact make and model number of the modem ?

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RadioSid

Frequent Visitor

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21 Messages

The modem is an Arris TG1682G.  Downstream power level is -1.10 dBmV.  Upstream power level is 46.25 dBmV. S/N ratio is 43.38 dB.

EG

Expert

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87.1K Messages

Please copy and paste those signal stat numbers in their entirety. 

Also, are there any modem component RF error / event log entries being shown ? If so, please post them as well in their entirety.

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RadioSid

Frequent Visitor

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21 Messages

Downstream:

Index 1:  SNR 40.95, power -1.10

Index 2:  SNR 43.38, power -1.10

Index 3:  SNR 43.38, power -1.10

Index 4:  SNR 43.38, power -1.20

Index 5:  SNR 40.95, power -1.10

Index 6:  SNR 43.38, power -1.20

Index 7:  SNR 44.63, power -1.30

Index 8:  SNR 40.95, power -1.20

Index 9:  SNR 40.95, power -1.30

Index 10:  SNR 43.38, power -1.30

Index 11:  SNR 43.38, power -1.30

Index 12:  SNR 43.38, power -1.40

Index 13:  SNR 40.95, power -1.40

Index 14:  SNR 40.95, power -1.50

Index 15:  SNR 43.38, power -1.40

Index 16:  SNR 43.38, power -1.30

Index 17:  SNR 40.95, power -1.50

Index 18:  SNR 40.95, power -1.30

Index 19:  SNR 43.38, power -1.30

Index 20:  SNR 40.95, power -1.40

Index 21:  SNR 40.95, power -1.40

Index 22:  SNR 40.95, power -1.30

Index 23:  SNR 40.95, power -1.30

Index 24:  SNR 40.95, power -1.10

Upstream:

Index 1:  power 46.25

Index 2:  power 46.25

Index 3:  power 46.25

Index 4:  power 46.50

Every time I try to retrieve the event log, the modem's web page crashes, and now it won't even let me log in ("incorrect password for admin").

EG

Expert

 • 

87.1K Messages

The stats are o/k. O/k we've seen many posts here recently indicating that they have now blocked the end-user from accessing the modem component's RF signal error log entries in the Comcast supplied gateway devices. A BIG mistake in my opinion......

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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Official Employee

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2.7K Messages

Hello, @RadioSid! Thanks for taking the time to reach out to us on the Xfinity Forums for help and working with our wonderful expert EG.

 

I agree with EG and would like to take a closer look using our tools to see if we can get a better idea of what may be causing these interruptions and get you back to a reliable connection!
Please send us a Live Chat with your first and last name as well as your service address so we can assist. 

 

To send a Live Chat, please click on the chat icon on the top right of this page, next to the bell. Make sure to send the message to our singular handle "Xfinity Support" and we will get back to you ASAP.

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