Contributor
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18 Messages
Intermittently losing internet for several minutes
I’m having an ongoing issue where my Arris G36 modem (running latest firmware) stays locked (solid blue DOCSIS 3.1 light), but my internet connection drops for 1–3 minutes at random times. After a brief period of no connectivity, the modem light briefly blinks green and then returns to solid blue, and internet resumes. This happens at irregular intervals.
A tech visit recently verified that my local signal levels are excellent — this is not a wiring or splitter issue. The modem logs show no consistent local errors, and the modem remains locked throughout the event.
Because this is recurring, and because the modem is not losing DOCSIS lock, I suspect a node-level issue or transient upstream SNR/CMTS problem.
Can a corporate Comcast agent please run an upstream SNR and node health check? I would like this checked before another truck roll is scheduled. Thank you.
XfinityAmandaB
Official Employee
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2.4K Messages
25 days ago
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user_yv1olh
Visitor
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2 Messages
17 days ago
Any update? Was looking to get this modem that is "Supported by Xfinity" but have seen many reports of this.
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jeff_25
Contributor
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18 Messages
20 hours ago
There was a field maintenance team in the area for two days recently addressing 'performance problems' but the problem remains. I sent a direct message. You would need a 7x24 monitor at my house box constantly accessing the internet to detect the occasional short internet outage. Signal strength is excellent and does not degrade, and the modem remains locked, there is simply no connectivity to the actual internet for 15-30 seconds several times per day which interrupt audio, video, gaming, etc (anything streaming) as well as access to things like OneDrive. Most likely node congestion or some other problem. I dropped a direct message as you suggested.
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