Internet and network keeps dropping - can't work from home.

I have a PC and a Laptop, both are connected via ethernet and I keep losing intenet connection and my local network goes down as well. I'm not on wifi and neither is my laptop, and they are both connected to the xfinity leased gateway.

For work I RDP into my laptop over the network - at some point my laptop will freeze up and the RDP connection drops, I then open command prompt on my PC and ping google.com and get a response: Ping request could not find host google.com. Please check the name and try again. I then open several different webpages and they all 404.

There is currently fiber construction (Metronet) going on in my area, and I would like to figure out if this issue is due to the fiber construction or if there is an issue with my xfi gateway.

Gateway:

Model:CGM4981COM

Vendor:Technicolor

Hardware Revision:2.3

From what I can see in the limited logs, I don't have any system logs aside from logging in, but there are event logs, like the following:

Wifi][7873]: Wifi VAP is set to down	2025/3/24 09:52:05	Notice
[Wifi][7873]: WiFi radio radio3 is set to UP	2025/3/24 09:52:05	Notice
[Wifi][7873]: Wifi VAP is set to down	2025/3/24 09:52:04	Notice
[Wifi][7873]: WiFi radio radio2 is set to UP	2025/3/24 09:52:04	Notice
[Wifi][7873]: Wifi VAP is set to down	2025/3/24 09:52:02	Notice
[Wifi][7873]: WiFi radio radio1 is set to UP	2025/3/24 09:52:02	Notice
[Wifi][7873]: Wifi VAP is set to down	2025/3/24 09:52:01	Notice
[Wifi][7873]: WiFi radio radio3 is set to UP	2025/3/24 09:52:01	Notice
[Wifi][7873]: Wifi VAP is set to down	2025/3/24 09:51:59	Notice
[Wifi][7873]: WiFi radio radio2 is set to UP	2025/3/24 09:51:59	Notice
[Wifi][7873]: WiFi radio radio1 is set to UP	2025/3/24 09:51:57	Notice
[Wifi][7873]: Wifi VAP is set to down	2025/3/24 09:51:55	Notice
[Wifi][7873]: WiFi radio radio3 is set to UP	2025/3/24 09:51:55	Notice
[Wifi][7873]: WiFi radio radio2 is set to UP	2025/3/24 09:51:54	Notice
[Wifi][7873]: WiFi radio radio1 is set to UP	2025/3/24 09:51:51	Notice
[Wifi][7873]: WiFi radio radio2 is set to UP	2025/3/24 09:51:48	Notice
[Wifi][7873]: WiFi radio radio1 is set to UP	2025/3/24 09:51:47	Notice
[Wifi][7873]: WiFi radio radio3 is set to UP	2025/3/24 09:51:41	Notice
[Wifi][7873]: WiFi radio radio2 is set to UP	2025/3/24 09:51:38	Notice
[Wifi][7873]: WiFi radio radio1 is set to UP	2025/3/24 09:51:32	Notice

I work from home and need the internet - this has been going on at least two weeks - calling support line is unhelpful, last call I made, after 30+ minutes, they wanted me to buy mobile service and they put in an order for wifi extenders. I'm happy to be getting wifi extenders from the call, but that wasn't the point of the call. I need working internet to do my job. If this issue is with construction, fine, I'll call metronet, but its incredibly frustrating to have to go through a call center and end up feeling like I'm wasting their time and they are wasting my time and not having a way to talk to legit tech support.

Responses

U

user_9uh2ld

5 Messages

9 days ago

Just as an update - I moved my modem/gateway so that I could see it - and it appears to be restarting. I'll lose connection and then the status lights goes from white to yellow and then blinking green and finally back to white. Its happened like 5 times since I created this post today. And there is nothing in the logs since I made this post which seems odd. I'll be in the area of a comcast store tomorrow, I'll probably exchange it.

1

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XfinityGabriel

Official Employee

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2.2K Messages

user_9uh2ld, Hi there! Thanks for reaching out and sending over those screenshots. I am happy to see the awesome Expert EG was able to get this over to us. As someone who also needs a reliable connection at home for my job, I can understand the importance of the Internet service working correctly. I am sorry to learn about this experience and the frustration that this has caused you. Let's get this fixed. To look at what's going on, please send us a direct message with your first/last name and full address so I can ensure I pull up the correct account. You can start by clicking the "direct message" icon in the upper right page of our forum page. Once you click on that, input our shared handle Xfinity Support to send us a direct message.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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9 days ago

EG

Expert

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109.5K Messages

9 days ago

What do the modem's signal status values look like ? Try getting them 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.

0

U

user_9uh2ld

5 Messages

9 days ago

Downstream	Channel Bonding Value
Channel ID	20	1	2	3	4	4	4	7	8	9	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	193
Lock Status	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked																								Locked
Frequency	495 MHz	375 MHz	381 MHz	387 MHz	393 MHz	399 MHz	405 MHz	411 MHz	417 MHz	423 MHz																								690000000
SNR	41.6 dB	41.9 dB	41.7 dB	41.8 dB	41.8 dB	41.6 dB	41.8 dB	41.5 dB	41.6 dB	41.7 dB																								41.5 dB
Power Level	0.2 dBmV	0.6 dBmV	0.2 dBmV	0.2 dBmV	0.2 dBmV	0.3 dBmV	0.0 dBmV	0.6 dBmV	0.4 dBmV	0.1 dBmV																								1.1 dBmV
Modulation	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM																								OFDM

Upstream	Channel Bonding Value
Channel ID	1	2	3	4	5	6
Lock Status	Locked	Locked	Locked	Locked	Locked	Locked
Frequency	16 MHz	22 MHz	29 MHz	35 MHz	40 MHz	10 MHz
Symbol Rate	5120	5120	5120	5120	2560	2560
Power Level	39.3 dBmV	39.8 dBmV	40.3 dBmV	40.0 dBmV	40.3 dBmV	39.3 dBmV
Modulation	QAM	QAM	QAM	QAM	QAM	QAM
Channel Type	ATDMA	ATDMA	ATDMA	ATDMA	ATDMA	ATDMA

2

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XfinityGabriel

Official Employee

•

2.2K Messages

user_9uh2ld,

Thanks for letting us know. It does help. What we can do is check on your modem signal levels during these times. Do you have an estimated time for when you will be heading down to the store to swap out the modem? During the times you noticed the problem, have you tried running an internet health test like in this link here via the Xfinity app to see what results it pulls for you?

,

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

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9 days ago

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U

user_9uh2ld

5 Messages

@XfinityGabriel The trouble shooting link gives a 404 - I have used the app though - and the app runs into a problem when testing my connection - its like an "oops, something went wrong problem".

I'll be at the store around noon (CST) today.

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9 days ago

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EG

Expert

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109.5K Messages

9 days ago

The signal status values at that snapshot in time were OK but there may be something intermittent going on. Perhaps there is noise ingress into the line(s) / an upstream channel / return path impairment somewhere.

There are other signal stat values 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 (The Digital Care Team) who are available to these boards. They will be able to poll the CMTS (Cable Modem Termination System) to check for any real-time degradation and / or error reports, see your node / cable plant, and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and those upstream receive signal stats.

You should get a reply here in your topic. Good luck !

1

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U

user_9uh2ld

5 Messages

In case it helps - I don't have this problem early in the morning - lets say 6am to 10am, and then its fine in the evening as well, lets say 4/5pm onward. I'm on my computer consistently at 6am onward.

So if time is a factor - then between 10am and 5pm (CST) is where I've been affected by the drops.

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9 days ago

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user_9uh2ld

Internet and network keeps dropping - can't work from home.

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XfinityGabriel

EG

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XfinityGabriel

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EG

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