Visitor
•
4 Messages
Internet Connection Drops With Great Regularity
Consistently over the past few months, I've had an unstable connection. Streaming video will work fine for an hour or for 5 minutes, then cut out, at which point no other pages load, either. Most of the time, my modem (a brand new Motorola MG7700 router/modem) says it's still connected, though occasionally the dropped Internet is accompanied by my computer's Wi-Fi icon going dark, then coming right back on. (For most of the outages, this doesn't happen.) I had an Xfinity tech to my place last week, he checked the signal, he clipped the co-ax connection, he said things should be fine. They're not fine! The only thing I see in my modem's diagnostics are what looks like a high number of "Corrected" and "Uncorrected" channels, though the power and signal-to-noise look fine:
DOWNSTREAM BONDED CHANNELS:
| Channel | Lock Status | Modulation | Channel ID | Freq. (MHz) | Pwr (dBmV) | SNR (dB) | Corrected | Uncorrected |
| 1 | Locked | QAM256 | 25 | 579.0 | 3.6 | 41.6 | 9 | 0 |
| 2 | Locked | QAM256 | 21 | 555.0 | 3.3 | 41.0 | 17 | 0 |
| 3 | Locked | QAM256 | 42 | 681.0 | 4.3 | 41.6 | 3 | 0 |
| 4 | Locked | QAM256 | 43 | 687.0 | 4.2 | 41.5 | 3 | 0 |
| 5 | Locked | QAM256 | 44 | 693.0 | 4.1 | 41.5 | 9 | 0 |
| 6 | Locked | QAM256 | 26 | 585.0 | 3.7 | 41.7 | 7 | 0 |
| 7 | Locked | QAM256 | 27 | 591.0 | 3.7 | 41.5 | 7 | 0 |
| 8 | Locked | QAM256 | 28 | 597.0 | 3.8 | 41.5 | 7 | 0 |
| 9 | Locked | QAM256 | 29 | 603.0 | 3.8 | 41.4 | 6 | 0 |
| 10 | Locked | QAM256 | 30 | 609.0 | 4.1 | 41.6 | 3 | 0 |
| 11 | Locked | QAM256 | 31 | 615.0 | 4.2 | 41.6 | 8 | 0 |
| 12 | Locked | QAM256 | 32 | 621.0 | 4.0 | 41.5 | 9 | 0 |
| 13 | Locked | QAM256 | 33 | 627.0 | 4.2 | 41.5 | 3 | 0 |
| 14 | Locked | QAM256 | 34 | 633.0 | 4.0 | 41.4 | 2 | 0 |
| 15 | Locked | QAM256 | 35 | 639.0 | 4.2 | 41.3 | 1 | 0 |
| 16 | Locked | QAM256 | 36 | 645.0 | 4.4 | 41.4 | 3 | 0 |
| 17 | Locked | QAM256 | 37 | 651.0 | 3.7 | 43.0 | 2701 | 10182 |
| 18 | Locked | QAM256 | 38 | 657.0 | 3.9 | 43.1 | 2743 | 10798 |
| 19 | Locked | QAM256 | 39 | 663.0 | 3.6 | 43.1 | 2844 | 11213 |
| 20 | Locked | QAM256 | 40 | 669.0 | 3.5 | 42.8 | 2963 | 10568 |
| 21 | Locked | QAM256 | 41 | 675.0 | 3.5 | 42.9 | 2791 | 10605 |
| 22 | Locked | QAM256 | 22 | 561.0 | 3.6 | 43.0 | 2483 | 9379 |
| 23 | Locked | QAM256 | 23 | 567.0 | 3.7 | 42.9 | 2374 | 8087 |
| 24 | Locked | QAM256 | 24 | 573.0 | 3.9 | 42.9 | 2255 | 8940 |
| Total | 21251 | 79772 |
UPSTREAM BONDED CHANNELS:
| Channel | Lock Status | Channel Type | Channel ID | Symb. Rate (Ksym/sec) | Freq. (MHz) | Pwr (dBmV) |
| 1 | Locked | ATDMA | 4 | 5120 | 29.2 | 40.6 |
| 2 | Locked | ATDMA | 2 | 5120 | 16.4 | 39.2 |
| 3 | Locked | ATDMA | 3 | 5120 | 22.8 | 39.2 |
| 4 | Locked | ATDMA | 5 | 5120 | 35.6 | 40.7 |
| 5 | Locked | ATDMA | 6 | 2560 | 40.4 | 40.6 |
| 6 | Not Locked | Unknown | 0 | 0 | 0 | 0.0 |
| 7 | Not Locked | Unknown | 0 | 0 | 0 | 0.0 |
| 8 | Not Locked | Unknown | 0 | 0 | 0 | 0.0 |
The modem doesn't seem to be generating event logs that correspond with these myriad outages. I stream for work, and this is become a very big problem. (The tech who was here said he would contact his "construction crew" to schedule a visit to come out and check wires outside the house. I haven't heard anything back about this yet.)
Help! What other info might you like to look at to determine what's actually going wrong?
Thank you.
EG
Expert
•
110.2K Messages
2 years ago
@user_999e46 @XfinityRaf
Please circle back here and post any possible solutions for the issue here in these open forums 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.
4
0
EG
Expert
•
110.2K Messages
2 years ago
I'm going to escalate your issue to the Comcast corporate employees (The Digital Care Team) who are available to these boards. You should get a reply here in your topic. Good luck !
0