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rustic97
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Thursday, October 17th, 2024 8:25 PM

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Internet connection keeps dropping, many times a day

My internet connection drops about every 20 minutes or so. It usually comes back after about 30 seconds and the modem restarts on its own. This problem has been going on for a couple of weeks. It is infuriating because it basically renders my Internet unusable. It's impossible for me to work from home under these conditions, as it constantly interrupts zoom calls and other tasks. I'm using an Arris S33 modem. Please instruct me on any info. I can share to help fix the problem, including modem event logs, etc. 

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2 months ago

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EG

Expert

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107.7K Messages

2 months ago

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rustic97

4 Messages

Thank you for your help. I have checked all of the things on that list. I'll give a little more backstory - when this first started happening I had a Comcast tech come out, he checked all around, and eventually removed/replaced a splitter that was in the line behind the building going out to the pole. He said he thought that fixed the problem, and my Internet was working when he left, but later on it just started happening again. Not knowing what to do, I bought a new modem, and of course this new modem (the S33) was just doing the same dropping/resetting the old one was doing. I had already isolated it away from the router in order to rule out router problems. During this tech visit he said he inspected all of my coax cable, but maybe he missed something damaged, or it's something closer to the source where it connects on the pole near the street?

I'm at a loss here. I greatly appreciate any help. As far as the modem event log I just ran from today, it had a whole lot of T3 timeouts and some T4 timeouts, but I don't really know how to interpret most of it. 

2 months ago

0

XfinityAngie

Official Employee

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1.5K Messages

 

rustic97, Thank you for reaching out to Xfinity Support. I would like to take a closer look at your account and check the signals. 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

 

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

2 months ago

0

rustic97

4 Messages

@XfinityAngie​ I sent a direct message with all my info. Currently waiting on a response. 

2 months ago

0

EG

Expert

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107.7K Messages

2 months ago

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 check those upstream receive signal stats.

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

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justkaren67

1 Message

2 months ago

I've had the same problem for months using Xfinity equipment. Upgraded to a new router and same issue. Changed out the splitter Xfinity using at the MPoe and same issue. Took the Xfinity router to the MPoe, dropped a brand new outdoor cable, hooked the router directly to the new cable and same issue. It has to be upstream from my MPoe since I've bypassed everything inside my house and am hooked directly to the incoming splitter which is new.  

It drops randomly multiple times a day. I loves to drop when I'm in a Zoom meeting. It usually comes back in a minute or two but sometimes it takes 10 or 15 minutes and sometimes it's off so long I have to reboot the router. This is horrible Xfinity. I pay $300 a month to you guys and I can't rely on the services I pay for. Unacceptable.

1

XfinityKrista

Official Employee

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1.5K Messages

Hello @justkaren67, thank you for taking the time to reach out on social media.  I understand your concern with the connection, and I'd like the opportunity to check into that for you.

 

To access your account, will you please send us a direct message with your full name and complete service address.

To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

  • Click "Sign In" if necessary
  • Click the "Direct Message” icon (upper right corner of this page)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
  • Type your message in the text area near the bottom of the window
  • Press Enter to send your message
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

2 months ago

0

rustic97

4 Messages

2 months ago

So my issue ended up getting fixed with a second tech visit. The tech said he rewired my cable line from the pole to my apartment building. Thanks everyone for the help in here. 

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EG

Expert

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107.7K Messages

2 months ago

Glad it got squared away ! Best of luck to you !

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