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.

Software Image Name: AR01.05.020.13_032624_735.NCS.20

Gateway FW Version: 01.05.020.13.NCS

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XfinityAmandaB

Official Employee

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2.4K Messages

25 days ago

jeff_25 Thank you for stopping in for help with your connection issues. We have a great page that might be able to help you review signals on your end. If you check out our Xfinity forums troubleshooting guide, you can see a section Check your signal levels. This will walk you through checking your RF signal levels and give you a reference for where they should be.

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jeff_25

Contributor

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18 Messages

As I stated, a recent tech visit confirmed all signal levels on my end are good. I just checked again. The tech also replaced the connectors at both the house box and the pedestal. There are no splitters, only a single barrel connector from the pedestal to my indoor jack. The indoor cable was tech installed (not something I purchased). As I stated, intermittent node congestion or upstream transient upstream SNR/CMTS problem given the nature of what I am seeing (intermittent disconnect issue which usually resolve in 2-3 minutes).

Also, please note that my pedestal is not properly closed, allows rodents or other pests easy access. I submitted ticket [Edited: "Personal Information"] for this, but to be honest, they didn't see to have a clue what I was talking about.

Example of tracert output, (intermittent problems (congestion or noise) of the type I am seeing most likely on 4-12 below.

Tracing route to www.google.com [142.251.32.100]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.1
2 1 ms 1 ms 1 ms 192.168.0.1
3 9 ms 9 ms 9 ms 96.120.8.225
4 11 ms 10 ms 10 ms po-302-1209-rur01.epennsboro.pa.pitt.comcast.net [96.110.217.229]
5 8 ms 8 ms 8 ms po-2-rur02.epennsboro.pa.pitt.comcast.net [96.108.5.238]
6 14 ms 12 ms 12 ms be-103-rar01.lancaster.pa.pitt.comcast.net [96.108.7.253]
7 22 ms 21 ms 21 ms be-34-ar01.mckeesport.pa.pitt.comcast.net [69.139.168.141]
8 21 ms 20 ms 22 ms be-31621-cs02.pittsburgh.pa.ibone.comcast.net [96.110.42.165]
9 30 ms 27 ms 30 ms be-1211-cr11.pittsburgh.pa.ibone.comcast.net [96.110.38.134]
10 32 ms 27 ms 29 ms be-304-cr22.beaumeade.va.ibone.comcast.net [96.110.39.149]
11 29 ms 29 ms 30 ms be-1122-cs21.beaumeade.va.ibone.comcast.net [96.110.32.201]
12 28 ms 28 ms 28 ms be-3107-pe07.ashburn.va.ibone.comcast.net [96.110.32.186]
13 * * * Request timed out.
14 29 ms 28 ms 28 ms 142.251.245.175
15 29 ms 30 ms 28 ms 192.178.110.112
16 31 ms 29 ms 33 ms 209.85.244.167
17 33 ms 30 ms 29 ms 142.251.227.121
18 51 ms 46 ms 29 ms 192.178.253.202
19 31 ms 31 ms 30 ms 192.178.107.53
20 33 ms 30 ms 28 ms 142.251.60.181
21 30 ms 30 ms 27 ms lga25s77-in-f4.1e100.net [142.251.32.100]

(edited)

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25 days ago

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XfinityThomasB

Official Employee

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2.1K Messages

Thank you, jeff_25, the ticket is not really something would address the signal issues. That ticket was set up for damage to a pedestal, and that would be if the box cap is missing, or a vehicle hit the unit. To get the ball rolling on the fix, we would need to get a technician back out to the location. If the tech finds the issue is outside your home originating from feeding source boxes, they would need to forward that to our field maintenance teams. We can easily get a tech out there to dig deeper on the issue.

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears.

(edited)

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25 days ago

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U

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

17 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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Your Home Network

jeff_25

Intermittently losing internet for several minutes

XfinityAmandaB

jeff_25

XfinityThomasB

user_yv1olh

jeff_25

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