Intermittent Network Connection

We've been having issues all summer long (2023) with internet communication dropping multiple times per day. This morning, for example, the network dropped three times within fifteen minutes. My wife and I both work from home and as you can guess this creates quite a problem especially as it relates to dropped calls, being signed out from our employers' ERP systems, etc. I switched our router for a new one about three weeks ago and nothing has changed. What has caused our service to degrade so significantly since June / July?

Responses

EG

Expert

•

110.5K Messages

2 years ago

Please start here if you wish;

https://forums.xfinity.com/conversations/your-home-network/connection-troubleshooting-tips/602da777c5375f08cdea3db9

2

0

U

user_0d74d8

3 Messages

Pinged 75.75.75.75 all afternoon and have a list of "Request Timed Out" responses from the server. Probably too long to post here but would someone like to see it so they can investigate?

2 years ago

0

XfinityJorge

Official Employee

•

2.2K Messages

Hello there @user_0d74d8 thanks for contacting our Xfinity Support Team. We are sorry to hear that you are continuing to have issues with your connection and our team is here happy to work with you. To get started we would like to take a dive into the account, modem, and your network health. Can you please send us a private message with your complete name and the service address? Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Peer to peer chat" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

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

2 years ago

0

EG

Expert

•

110.5K Messages

2 years ago

FWIW, DNS servers are not a good target for pinging as some of them may be deliberately configured to rate limit / de-prioritize ICMP packet-based ping probes. I have been told that the Comcast ones definitely are.

You should ping targets such as your router / modem's, IP address. your Comcast WAN default gateway IP address, www.google or yahoo.com, etc.

https://iwl.com/idocs/limitations-of-icmp-echo-for-network-measurement

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 ?

Is this with a WiFi connection ?

0

EG

Expert

•

110.5K Messages

2 years ago

@user_0d74d8

Please post the info that I requested and answer the questions right here on this public help forum so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

0

U

user_0d74d8

3 Messages

2 years ago

Make / model of the Gateway is Technicolor CGM4981COM. Connection is via Wi-Fi.

Channel	20	17	18	19	21	22	23	24	25	26	27	28	29	30	31	32	33	34	35	36	37	38	39	40	41	42	43	44	45	46	47	48
Downstream Power Level (dBmv)	-2.7	-2.2	-2.5	-2.5	-2.5	-2.6	-2.6	-2.3	-2.3	-2.1	-2.3	-2.2	-2.5	-2.5	-2.5	-2.7	-2.6	-2.4	-2.4	-2.3	-2.4	-2.2	-2.6	-2.5	-2.6	-2.6	-2.8	-2.7	-2.7	-2.9	-2.4	-3.3
SNR (dB)	37.9	38.1	37.9	38	37.9	37.9	37.9	38	38	38	38	38	37.8	37.7	37.9	37.7	37.9	38	37.7	37.8	37.8	37.9	37.9	38	37.9	37.9	37.9	38	37.5	37.8	37.9	36.7

Channel	1	2	3	4	5	6
Upstream Power (dBmv)	49.3	48	47.5	47.3	47.3	48.3

0

EG

Expert

•

110.5K Messages

2 years ago

This may or may not be the root cause of the problem (YMMV) but it should be addressed regardless.

The upstream power is on the high side and it may be intermittently fluctuating even higher to out of spec levels. 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 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 5-1002 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.

And since this with a WiFi connection, you should also test to see if a computer / device that is hardwired directly to the router / gateway device with an ethernet cable has the same problem.

Good luck with it !

0

Your Home Network

user_0d74d8

Intermittent Network Connection

EG

user_0d74d8

XfinityJorge

EG

EG

user_0d74d8

EG

New to the Community?