Visitor
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8 Messages
Internet connection is unstable since September
Hi there,
Our interent connection is unstable since September when an comcast network outage affected our area. We observed that during video conference or online gaming, the screen freezed for a few seconds sometimes. It looks like the ping became very high suddenly. It happens frequently, nearly once per hour. I think it's not a wireless network issue, since we saw the same issue on mobile phones and our destktop that connects to the router via cable. Just wondering what we can do to fix the network issue?
EG
Expert
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111.7K Messages
4 years ago
Start with the modem's signal stats. Perhaps they already are, or they are close to being out of spec and intermittently they go completely of spec. Try getting them here http://192.168.100.1 or here http://10.0.0.1
Please copy all of the text of the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers and paste them into your next post.
What is the exact make and model number of the modem ?
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EG
Expert
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111.7K Messages
4 years ago
FWIW, that modem is no longer supported by them. It may be time to update it. Just sayin'.
The stats that you posted so far are good / in spec. Are there four more downstream channels being shown ? If so, are the stats similar ?
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EG
Expert
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111.7K Messages
4 years ago
Hmmm. They may be being disabled due to it being unsupported. The lack of channels may be contributing to the instability. I would definitely update it to a more modern one that has more channels capability before proceeding with any more troubleshooting.
Look here at their compatible modems list: https://www.xfinity.com/support/devices#auth
Enter your speed tier info.
Good luck !
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EG
Expert
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111.7K Messages
4 years ago
Well all of the channels are locked in now and all of the signal stats are very good !
Are there any modem error log entries being shown ? If so, please post them as well in their entirety (copy and paste them, don't post a screenshot) but redact the CM MAC and the CMTS MAC addresses for your privacy. They are considered to be personal information. Personally identifying information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publically.
Also. For a test, does a computer / device that is hardwired directly to the MB8611 (remove the router from the mix) have the same problem ?
(edited)
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