Visitor
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10 Messages
Internet connection issues
My internet connection speed was upgraded by Comcast from 800Mbps to 1000Gbps. Post that upgrade, I started getting reminders to upgrade my router to take advantage of the higher speed. I have bought 2-3 router/modems (Netgear CAX30, Arris G34) that are supported by Xfinity, but the connection drops keep happening. An Xfinity service rep has visited my place and confirmed that the signal strength to the router is >=1Gbps, but did not check the wifi issue per se.
Arris support asked me to check the downstream / upstream QAM and noticed that 1 of the upstream AM channels is not as per required strength and that I need Xfinity to sort it. Can someone please help to fix that? I am trying to ask the chatbot, but its not connecting me to an agent.
CCJoshua1
Problem Solver
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567 Messages
2 years ago
Thanks for taking the time to let us know about the troubles you're having with these drops, @pulkit. We never want to see you go through anything like this, but we're here to help. Without knowing your signal levels, it sounds like you're having the same issues as this post. Please take a moment to read through the post, and the comments our expert EG has left, and let us know if this helps.
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pulkit
Visitor
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10 Messages
2 years ago
Thanks @XfinityJoshuaE for the response. The manufacturer expected levels are at https://arris.secure.force.com/consumers/articles/General_FAQs/G34-G36-Cable-Signal-Levels
It seems there is a problem with one of the upstream rows (index 9) and the power level needs to be >=45
Update on the chat: was on chat for 3 hours yesterday and spoke to 5 different agents, but none of them were able to resolve the issue. The connection drops keep happening impacting voice, video, chats on wifi .. also, have another tech appointment for tomorrow hoping to get it resolved then.
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pulkit
Visitor
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10 Messages
2 years ago
Was checking the zoom call drops and performed a tracert to their server from my side .. looks like request are timing out within Xfinity itself.. who can help fix this?
C:\>tracert 170.114.52.2
Tracing route to 170.114.52.2 over a maximum of 30 hops
1 6 ms 5 ms 2 ms arrisatom.hsd1.il.comcast.net [192.168.0.1]
2 13 ms 11 ms 10 ms 96.120.26.165
3 11 ms 13 ms 17 ms 68.87.209.173
4 10 ms 10 ms 10 ms po-100-xar02.wchicago.il.chicago.comcast.net [162.151.47.229]
5 * * * Request timed out.
6 17 ms 21 ms 16 ms be-502-ar01.area4.il.chicago.comcast.net [96.216.150.118]
7 * * 19 ms be-32231-cs23.350ecermak.il.ibone.comcast.net [96.110.40.57]
8 * 16 ms * be-2311-pe11.350ecermak.il.ibone.comcast.net [96.110.33.202]
9 * 26 ms 28 ms 173.167.56.42
10 15 ms 17 ms 24 ms 172.70.124.2
11 15 ms 18 ms 15 ms 170.114.52.2
Trace complete.
C:\>tracert 170.114.52.2
Tracing route to 170.114.52.2 over a maximum of 30 hops
1 3 ms 2 ms 3 ms arrisatom.hsd1.il.comcast.net [192.168.0.1]
2 10 ms 15 ms 10 ms 96.120.26.165
3 17 ms 11 ms 15 ms 68.87.209.173
4 16 ms 11 ms 12 ms po-100-xar02.wchicago.il.chicago.comcast.net [162.151.47.229]
5 * * * Request timed out.
6 15 ms 18 ms 18 ms be-502-ar01.area4.il.chicago.comcast.net [96.216.150.118]
7 * * * Request timed out.
8 22 ms 24 ms 13 ms be-2311-pe11.350ecermak.il.ibone.comcast.net [96.110.33.202]
9 17 ms 14 ms 15 ms 173.167.56.42
10 35 ms 20 ms 14 ms 172.70.124.2
11 60 ms 20 ms 15 ms 170.114.52.2
Trace complete.
(edited)
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pulkit
Visitor
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10 Messages
2 years ago
similarly tracing route to instagram shows requests timing out within xfinity at the similar points
C:\>tracert 157.240.208.174
Tracing route to instagram-p42-shv-01-cgk1.fbcdn.net [157.240.208.174]
over a maximum of 30 hops:
1 1 ms 2 ms 1 ms arrisatom.hsd1.il.comcast.net [192.168.0.1]
2 11 ms 11 ms 12 ms 96.120.26.165
3 16 ms 10 ms 18 ms 68.87.209.173
4 9 ms 10 ms 10 ms po-100-xar02.wchicago.il.chicago.comcast.net [162.151.47.229]
5 * * * Request timed out.
6 15 ms 14 ms 13 ms be-502-ar01.area4.il.chicago.comcast.net [96.216.150.118]
7 16 ms 17 ms 17 ms be-32231-cs23.350ecermak.il.ibone.comcast.net [96.110.40.57]
8 23 ms 13 ms 15 ms be-2313-pe13.350ecermak.il.ibone.comcast.net [96.110.32.94]
9 * 19 ms 19 ms 75.149.230.210
10 * * * Request timed out.
11 39 ms 21 ms 16 ms ae14.ar04.ord3.tfbnw.net [157.240.42.26]
12 15 ms 15 ms 22 ms ae6.bb01.ord1.tfbnw.net [129.134.44.154]
13 20 ms 21 ms 23 ms ae102.bb01.stl1.tfbnw.net [157.240.53.225]
14 46 ms 44 ms 51 ms ae107.bb01.den2.tfbnw.net [129.134.102.48]
15 64 ms 65 ms 66 ms ae26.dr01.prn6.tfbnw.net [129.134.102.43]
16 64 ms 70 ms 64 ms ae7.bb01.pdx1.tfbnw.net [31.13.27.62]
17 164 ms * 166 ms ae1.bb01.hnd2.tfbnw.net [129.134.37.214]
18 * 230 ms * ae9.bb03.xsp1.tfbnw.net [129.134.98.89]
19 252 ms 268 ms 249 ms ae154.ar01.cgk1.tfbnw.net [129.134.97.171]
20 254 ms 249 ms 249 ms ae110.pr02.cgk1.tfbnw.net [31.13.25.17]
21 241 ms 244 ms 240 ms po102.psw01.cgk1.tfbnw.net [157.240.50.199]
22 256 ms 255 ms 257 ms 173.252.67.21
23 233 ms 233 ms 234 ms instagram-p42-shv-01-cgk1.fbcdn.net [157.240.208.174]
Trace complete.
(edited)
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pulkit
Visitor
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10 Messages
2 years ago
@XfinityJoshuaE @XfinityCassandra can you please help? I am unable to WFH due to these intermittent connection drops even after the signal quality seems to be in check
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pulkit
Visitor
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10 Messages
2 years ago
tracert to MS teams server is worse
C:\>tracert teams.microsoft.com
Tracing route to s-0005.s-dc-msedge.net [52.113.194.132]
over a maximum of 30 hops:
1 2 ms 3 ms 1 ms arrisatom.hsd1.il.comcast.net [192.168.0.1]
2 10 ms 11 ms 10 ms 96.120.26.165
3 11 ms 10 ms 10 ms 68.87.209.173
4 10 ms 15 ms 9 ms po-100-xar02.wchicago.il.chicago.comcast.net [162.151.47.229]
5 * * * Request timed out.
6 18 ms 15 ms 18 ms be-502-ar01.area4.il.chicago.comcast.net [96.216.150.118]
7 * * * Request timed out.
8 15 ms 15 ms 16 ms be-2212-pe12.350ecermak.il.ibone.comcast.net [96.110.33.214]
9 14 ms 15 ms 13 ms 50.248.117.178
10 * * * Request timed out.
11 18 ms 21 ms 13 ms 13.104.141.105
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 70 ms 68 ms 69 ms 52.113.194.132
Trace complete.
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BruceW
Gold Problem Solver
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26.4K Messages
2 years ago
Arris began saying that upstream power should be "at least 45 dBmV" several years ago. I don't know why, because it's complete nonsense. The upstream power levels are controlled automatically and continuously by Comcast's equipment and do not need to be above 45 dBmV. That's because, as long as upstream power is not maxed out, what's important is not the level at the modem, it's the level (and quality) of the modem's signal as received at Comcast, which they control by adjusting the modem's transmit power. In fact, many customers have service that works perfectly fine with upstream modem power levels below 45 dBmV. Some even operate with the upstream below 35 dBmV. Comcast's signal level ranges are given in https://forums.xfinity.com/conversations/your-home-network/connection-troubleshooting-tips/602da777c5375f08cdea3db9. If Arris' products did not work in those ranges, CableLabs and Comcast would never approve the devices.
The trace continues past the timeouts at the intermediate hops and reaches the destination, so the timeouts are probably not significant. Please see https://www.dslreports.com/faq/14068.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
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pulkit
Visitor
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10 Messages
2 years ago
Thanks @BruceW but that really doesnt help in resolving my issue...
If the particular product is approved by Xfinity to be used as a modem in their network, then I expect that the manufacturer and ISP have gone through the device configurations (https://arris.secure.force.com/consumers/articles/General_FAQs/G34-G36-Cable-Signal-Levels) and sorted it out before the ISP is approving the device to be used in their network. Secondly, the link you shared also has a range and all that the manufacturer is saying is that the device needs to be >=45dBmV (which is still lower than the upper limit of xfinity in my case).
I am not sure what else then is causing the drops ... i am unable to work from home due to this as my zoom call audio keeps dropping sometime to the extent that zoom itself restarts. Same with Microsoft Teams, same with facebook videos / instagram reels etc (across any of my devices - iphone, tablet, laptop, macbook) ... basically it does not seem to be a device issue at my end and has only started happening once the connection speed was upgraded by comcast to 1Gbps and I am only replacing the modem / router to be able to utilize the higher speeds (but dont want it to be at the cost of QOS)... Is it the unrecoverable errors / tracert timing out within xfinity network, bad cables before the pole or whatever else.. as my ISP, I expect the experts in this company to help sort it out for me ... I am paying for the service at the money being asked and expect the quality without me being inconvenienced for it for so long without being shunted from pillar to post.
https://forums.xfinity.com/conversations/your-home-network/high-packet-loss-intermittent-disconnects/6201dcabe5fd17166fe4c46a - check the response from the official employee to this user.
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pulkit
Visitor
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10 Messages
2 years ago
Another thing I noticed, when I go to https://www.xfinity.com/support/devices/#auth it shows my device as ARRIS TG3482G, while when I check the Xfinity app or my xfinity login, it indicates it as ARRIS G34 (the correct model) .. not sure if that is causing the issue since the prior model is voice / telephony compatible, while I only have internet
Had mentioned this to the tech on visit, but he confirmed that the device is showing as G34 at his end too .. but since the problem is not fixed ...
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