Internet cuts out for a few seconds every few hours

I had this issue at my last home for a few months before moving. After moving I didn't have the problem for a month but it's popped up again now. I've had the same router and modem setup for the last couple years. Every hour or two my internet will cut out (wifi and ethernet) for 5-10 seconds. This is frustrating when trying to watch live sports online or play online games since it disconnects for a few seconds frequently.

Here is the downstream bonded channels info.

Startup Procedure

Procedure	Status	Comment
Acquire Downstream Channel	615000000 Hz	Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Security	Enabled	BPI+
IP Provisioning Mode	Honor MDD	honorMdd(4)

Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Correctables	Uncorrectables
1	Locked	QAM256	36	615000000 Hz	-14.1 dBmV	37.7 dB	160	154
2	Locked	QAM256	29	573000000 Hz	-13.7 dBmV	34 dB	14383	6738
3	Locked	QAM256	30	579000000 Hz	-12.7 dBmV	35.2 dB	57040	2325
4	Locked	QAM256	31	585000000 Hz	-13.3 dBmV	36 dB	47	131
5	Locked	QAM256	32	591000000 Hz	-12.4 dBmV	38.7 dB	35	155
6	Locked	QAM256	33	597000000 Hz	-13.6 dBmV	36.9 dB	946	909
7	Locked	QAM256	34	603000000 Hz	-13.4 dBmV	37.3 dB	50	73
8	Locked	QAM256	35	609000000 Hz	-13.9 dBmV	37.7 dB	38	174
9	Locked	QAM256	37	621000000 Hz	-14.1 dBmV	37 dB	45	143
10	Locked	QAM256	38	627000000 Hz	-13.3 dBmV	36.9 dB	457	147
11	Locked	QAM256	39	633000000 Hz	-13.4 dBmV	37.3 dB	9341	5813
12	Locked	QAM256	40	639000000 Hz	-15.8 dBmV	34.1 dB	92477	64676
13	Locked	QAM256	41	645000000 Hz	-14.2 dBmV	37.8 dB	37	147
14	Locked	QAM256	42	651000000 Hz	-14 dBmV	37.5 dB	3498	3668
15	Locked	QAM256	43	657000000 Hz	-13.7 dBmV	37.6 dB	7214	25496
16	Locked	QAM256	44	663000000 Hz	-13.5 dBmV	37.8 dB	6432	22449

Upstream Bonded Channels

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	1	5120 Ksym/sec	35600000 Hz	52.2 dBmV
2	Locked	ATDMA	2	5120 Ksym/sec	29200000 Hz	53 dBmV
3	Locked	ATDMA	3	5120 Ksym/sec	22800000 Hz	52.2 dBmV
4	Locked	ATDMA	4	5120 Ksym/sec	16400000 Hz	51 dBmV

Responses

EG

Expert

•

110K Messages

3 years ago

You didn't also post the upstream power values, but the downstream power is too low / out of spec. The SNR's are on the low 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 there 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 5-1000 MHz, bi-directional, and no gold colored garbage from Radio Shack, Home Depot, Target, 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, kinks, sharp bends, etc.

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.

Good luck with it !

0

Juar99

Visitor

•

12 Messages

3 years ago

@EG I updated the original post to include upstream as well. I will go through my wiring like you suggested shortly.

2

0

EG

Expert

•

110K Messages

@Juar99

Thanks ! That also confirms a poor connection !

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer! tick

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer! tick

3 years ago

0

Juar99

Visitor

•

12 Messages

@EG I went through my coax cables in the basement and replaced a splitter with an extender which removed 2 unused coax cables. My new bonded channels info is below.

Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Correctables	Uncorrectables
1	Locked	QAM256	36	615000000 Hz	-8.4 dBmV	41.5 dB	306	648
2	Locked	QAM256	29	573000000 Hz	-7.7 dBmV	38.8 dB	14597	7611
3	Locked	QAM256	30	579000000 Hz	-7 dBmV	38.1 dB	58439	2565
4	Locked	QAM256	31	585000000 Hz	-7.3 dBmV	41.3 dB	126	296
5	Locked	QAM256	32	591000000 Hz	-6.9 dBmV	42.8 dB	99	301
6	Locked	QAM256	33	597000000 Hz	-7.4 dBmV	40.9 dB	1016	1046
7	Locked	QAM256	34	603000000 Hz	-7.7 dBmV	40.1 dB	122	234
8	Locked	QAM256	35	609000000 Hz	-8.2 dBmV	41.5 dB	101	321
9	Locked	QAM256	37	621000000 Hz	-8.3 dBmV	41.5 dB	231	306
10	Locked	QAM256	38	627000000 Hz	-7.8 dBmV	41.8 dB	691	340
11	Locked	QAM256	39	633000000 Hz	-8.1 dBmV	41.7 dB	9470	5999
12	Locked	QAM256	40	639000000 Hz	-9.3 dBmV	39.1 dB	92939	66973
13	Locked	QAM256	41	645000000 Hz	-8.8 dBmV	41.3 dB	125	253
14	Locked	QAM256	42	651000000 Hz	-8.7 dBmV	41.2 dB	3575	3824
15	Locked	QAM256	43	657000000 Hz	-7.7 dBmV	42 dB	7302	25629
16	Locked	QAM256	44	663000000 Hz	-7.4 dBmV	42.1 dB	6510	22563

Upstream Bonded Channels

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	1	5120 Ksym/sec	35600000 Hz	47 dBmV
2	Locked	ATDMA	2	5120 Ksym/sec	29200000 Hz	46.5 dBmV
3	Locked	ATDMA	3	5120 Ksym/sec	22800000 Hz	45.7 dBmV
4	Locked	ATDMA	4	5120 Ksym/sec	16400000 Hz	45.5 dBmV

3 years ago

0

EG

Expert

•

110K Messages

3 years ago

Better but the downstream is still a bit marginal. Closer to zero dB is best. The upstream is now within spec. The SNR's are better too !

The bottom line is to live with it a while now and see if the problem is gone.

1

0

Juar99

Visitor

•

12 Messages

@EG I appreciate the help! I'll wait and see if my issue is fixed and go from there. Thanks!

3 years ago

0

EG

Expert

•

110K Messages

3 years ago

@Juar99

My pleasure ! Please post back here with the outcome, thanks !

1

0

Juar99

Visitor

•

12 Messages

@EG I'm still experiencing some issues. I streamlined my coax cable setup even more so the coax cable comes from outside and goes straight to my modem now. Even so, my internet still cuts out for a few seconds every hour or two. I've included my current upstream and downstream channel info below.

Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Correctables	Uncorrectables
1	Locked	QAM256	36	615000000 Hz	1.5 dBmV	43.8 dB	4677	16581
2	Locked	QAM256	29	573000000 Hz	1.5 dBmV	43.7 dB	3227	12113
3	Locked	QAM256	30	579000000 Hz	1.7 dBmV	43.9 dB	2997	11012
4	Locked	QAM256	31	585000000 Hz	1.4 dBmV	43.7 dB	3089	10365
5	Locked	QAM256	32	591000000 Hz	1.5 dBmV	43.7 dB	3248	10374
6	Locked	QAM256	33	597000000 Hz	1.5 dBmV	43.7 dB	2750	9652
7	Locked	QAM256	34	603000000 Hz	1.4 dBmV	43.5 dB	2990	10455
8	Locked	QAM256	35	609000000 Hz	1.5 dBmV	43.7 dB	2995	11395
9	Locked	QAM256	37	621000000 Hz	1.5 dBmV	43.7 dB	2528	8918
10	Locked	QAM256	38	627000000 Hz	1.6 dBmV	43.8 dB	2683	9204
11	Locked	QAM256	39	633000000 Hz	1.6 dBmV	44 dB	2362	8857
12	Locked	QAM256	40	639000000 Hz	1.5 dBmV	43.3 dB	2949	11578
13	Locked	QAM256	41	645000000 Hz	1.9 dBmV	44.2 dB	2514	9825
14	Locked	QAM256	42	651000000 Hz	1.8 dBmV	44.2 dB	2583	10007
15	Locked	QAM256	43	657000000 Hz	1.8 dBmV	44.1 dB	2298	10179
16	Locked	QAM256	44	663000000 Hz	1.9 dBmV	43.9 dB	2488	10431

Upstream Bonded Channels

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	4	5120 Ksym/sec	16400000 Hz	38.3 dBmV
2	Locked	ATDMA	2	5120 Ksym/sec	29200000 Hz	39.2 dBmV
3	Locked	ATDMA	3	5120 Ksym/sec	22800000 Hz	38.7 dBmV
4	Locked	ATDMA	1	5120 Ksym/sec	35600000 Hz	39.7 dBmV

3 years ago

0

Juar99

Visitor

•

12 Messages

3 years ago

I'm still looking for assistance on this issue if anyone has anything else for me to try....

This comment has been converted into a post

1

0

CCValerie

Official Employee

•

974 Messages

Hi there, @Juar99, thank you for working with our Community experts and trying to get your intermittent connection corrected. I understand how frustrating the issue has become and can definitely look into the issue further with you. Please send us a direct message with your full name and service address.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Messaging" 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 no longer work for Comcast.

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

3 years ago

0

Your Home Network

Juar99

Internet cuts out for a few seconds every few hours

EG

Juar99

EG

Juar99

EG

Juar99

EG

Juar99

Juar99

CCValerie

New to the Community?