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Juar99
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Monday, August 22nd, 2022

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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

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3 years ago

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EG

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112.8K 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 !

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Juar99

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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. 

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EG

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112.8K Messages

@Juar99​ 

Thanks ! That also confirms a poor connection !

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3 years ago

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Juar99

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@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

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112.8K 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.

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Juar99

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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

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EG

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112.8K Messages

3 years ago

@Juar99 

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

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Juar99

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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

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Juar99

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12 Messages

3 years ago

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

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CCValerie

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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.

3 years ago

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