Visitor
•
5 Messages
internet connection very unstable
My internet connection has been unstable since March this year. I'm experiencing an increase in latency (30-40 ms to 500+ ms) or internet loss every 20-30 minutes on average. I've contacted Xfinity support twice in the past week, but the situation hasn't changed at all. I've bought a new router, and it won't help. The agent told me that it may be related to an internet outage in my area. But there is no known internet outage issue nearby, and I've not experienced similar issues for the past year. Not as frequent as it is currently. Please reach out to me immediately, as it greatly affects my daily internet usage.
EG
Expert
•
111.2K Messages
1 day ago
First. Please try starting here if you wish;
https://forums.xfinity.com/conversations/your-home-network/connection-troubleshooting-tips/602da777c5375f08cdea3db9
1
0
EG
Expert
•
111.2K Messages
1 day ago
OK, what do the modem's signal status values look like ? Try getting them here; http://192.168.100.1 or 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.
What is the exact make and model number of the modem / gateway device ?
Is this with a WiFi connection ?
Please also post those modem error log entries in their entirety (copy and paste all of the text) but redact the CM and the CMTS MAC addresses for your privacy or else the forum bot will not allow your post to be seen publicly.
2
0
EG
Expert
•
111.2K Messages
1 day ago
Please redact the five MAC addresses that remain. The bot made your post private. That said.
The upstream power is on the high side (it's already out of spec on channel 2), and it may be intermittently fluctuating even higher to out of spec levels. The downstream power is on the low / weak side as well. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.
In an effort to try to obtain better connectivity / more wiggle room, check to see if there are any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage from Home Depot, Target, Wal-Mart, etc. Splitters should be swapped with known to be good / new ones to test.
Also, check the coax cable for any damage such as cuts, nicks, abrasions, kinks, sharp bends, animal chews.
If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.
1
0
EG
Expert
•
111.2K Messages
1 day ago
If there is nothing that can be done to improve the connection quality, then you may want to consider getting a tech out to investigate the issue as was stated.
Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it up to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. And if the problem is found to be on their side of the demarcation point, there will not be any charge.
Good luck !
0
0