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27 Messages
Internet consistently dropping out
I am hoping someone can help me. I have a Cisco DPC3941T gateway. I have the 600 Mbps level of service. Full disclosure, I also have a Synology router.
I am remote working, and I have two who are remote schooling here. Due to the nature of work I do, I am using a desktop connected via an ethernet cable to the Cisco gateway for my video meetings. (Again, more full disclosure - one student connected to Synology route via ethernet, one student connecting via wifi.) I am also using a laptop connected to wifi (although what I am doing on laptop does not require internet connection.)
We are consistently losing the internet. in the course of my four-hour meeting yesterday, I lost it at least six times, which requires me to log all the way back into the meeting and disrupt everything. Of course, the top-level boss was running this meeting.
We also consistently lose internet during the course of the day -- using an Alexa, we'll be listening to the radio (when no one is online yet), the station will drop, and we get a "I'm having trouble understanding now. Try again later."
We can rule out the Synology router as the issue as I am connected directly to the gateway.
When this happens and I look at the gateway, all of the lights on the front remain lit.
I have power cycled the gateway (multiple times yesterday), checked to make sure all the connections were tight and that there were no visual problems with the ethernet cables.
I tried chatting and finally received a call from an agent yesterday who told me that they would send a refresh signal to my modem, and over my objections, told me that since I had internet, I had no problems and terminated the call.
The continuously dropping internet is an enormous problem -- one that is now affecting my job -- and I am posting in the hopes someone give me ideas on how to narrow my problem and have proof so I can get someone at Comcast to actually listen to me and help me fix this. (Frankly, I really believe it's an issue with the cable that comes into the house but I don't know how to prove that.) I'm relatively tech savvy, but I've hit a wall and need and would appreciate any help.
ETA: And of course can't get thru chat or call back to actually speak to someone for assistance.
Thank you.
EG
Expert
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110K Messages
4 years ago
Can't see your pics. Since you are a new poster, they need to be approved by a Forum Admin. That could take some time. In the interim, you could try hosting them at one of those free third-party pic hosting sites like Imgur or Photobucket and post the link to them here.
Or copy all of the text of the status page and paste it into the body of your next post here.
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Anon57998611
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27 Messages
4 years ago
Here's what I get from the gateway. Anything else I should add?
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Anon57998611
Contributor
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27 Messages
4 years ago
Error. I'm not finding the SNR ratio right now.
Unerrored CodewordsCorrectable CodewordsUncorrectable Codewords
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EG
Expert
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110K 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 post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.
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EG
Expert
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110K Messages
4 years ago
Disregard my last reply. I see now that you posted them.
Even though the signal stats looked o/k at that snapshot in time, the error log entries confirm that something is going on. Perhaps there is noise ingress into the line(s) somewhere.
There are other signal stat figures 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 that are available to these boards. They can check the CMTS (Cable Modem Termination System) 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 poll for those upstream receive signal stats.
You should get a reply here in your topic. Good luck !
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Anon57998611
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27 Messages
4 years ago
Thank you so very much for your help. This has been frustrating!
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Anon57998611
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27 Messages
4 years ago
Okay. let me figure out how to do that. There's a lot there.
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Anon57998611
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27 Messages
4 years ago
Thank you -- but it's not the modem I'm connected to, it's the gateway.
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EG
Expert
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110K Messages
4 years ago
The SNR values are there with the downstream channels, and they are all good. As is everything else.
Are there any error log entries being shown ? If so, please also post them in their entirety.
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Anon57998611
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27 Messages
4 years ago
Sorry for all the posts. This is some of my event log for yesterday.
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EG
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110K Messages
4 years ago
Click on whichever blue colored link that gives you access to the user interface pages and look for that requested info.
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Anon57998611
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27 Messages
4 years ago
Downstream:
ndexLock StatusFrequencySNRPower LevelModulation
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Anon57998611
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27 Messages
4 years ago
Upstream:
IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type
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EG
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110K Messages
4 years ago
My pleasure ! Issue escalated.
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Anon57998611
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27 Messages
4 years ago
I am still having the issue on and off, although not as bad as the day I posted. I haven't heard back from anyone yet.
As an aside, maybe I'm missing it -- is there a way to change my forum name? I can't see how to do it.
Thanks!
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