Visitor
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7 Messages
Internet disconnects and reconnects daily
My modem/router and cable modem disconnect everyday. They connect again a couple of minutes later. Rebooting hasn't helped. Even the computer connected via an Ethernet cable stops working. We changed plans a few months ago, so maybe the new connections weren't properly done. The internet works perfectly except for the multiple daily moments it disconnects. What should I do?
Accepted Solution
EG
Expert
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110.6K Messages
3 years ago
Yes. A tech can check for all of that and more. I was just giving you some self-troubleshooting options that you could try in case you didn't want to book a tech visit right away.
So if there is nothing that you can do to improve the connection quality, then you'll need that tech visit as 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 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 !
(edited)
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EG
Expert
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110.6K Messages
3 years ago
What do the modem's signal stats 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 ?
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user_9d6e93
Visitor
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7 Messages
3 years ago
I went to my cable modem's IP address http://192.168.68.1, and it doesn't have the signal stats you're asking for. I have two modems one is Voice and Data Modem:
Arris Interactive TM822G.
2nd is the Cable Modem: TP Link Deco. Since both of them stop working, lose signal, and I lose internet a couple times a day, isn't the issue with Xfinity and not with my devices? I'm actually going to give them a call, I just realized they don't even have the correct cable modem listed... I'll update after my call. Thank you for trying to help me!
(edited)
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EG
Expert
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110.6K Messages
3 years ago
Quite welcome ! FWIW. The TP-Link is a *router* / *WiFi mesh system*, not a "cable modem". How did the phone call go ?
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user_9d6e93
Visitor
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7 Messages
3 years ago
@EG yes! I was confused. Since I have a modem for my phone/fax, a separate modem for the internet, and then a router, it got all jumbled in my head. So the cable modem is the Arris surfboard sb8200. The Xfinity agent told me there appears to be a problem with my modem and that a technician would cost $100 if he confirmed the problem was the modem and not Xfinity... I said I rather not have to pay so she advised me to contact Arris, but I think communicating with you might be the best next step. I guess it's nice to get a confirmation that at least a problem can be detected...
Is this the information you asked for?:
Connection
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 621000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed
Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
28 Locked QAM256 621000000 Hz -13.5 dBmV 36.4 dB 0 0
1 Locked QAM256 459000000 Hz -4.8 dBmV 43.2 dB 0 0
2 Locked QAM256 465000000 Hz -4.9 dBmV 43.0 dB 0 0
3 Locked QAM256 471000000 Hz -5.5 dBmV 43.0 dB 0 0
4 Locked QAM256 477000000 Hz -5.4 dBmV 42.9 dB 0 0
5 Locked QAM256 483000000 Hz -5.3 dBmV 43.0 dB 0 0
6 Locked QAM256 489000000 Hz -5.4 dBmV 43.0 dB 0 0
7 Locked QAM256 495000000 Hz -5.6 dBmV 42.7 dB 0 0
8 Locked QAM256 501000000 Hz -6.1 dBmV 42.5 dB 0 0
9 Locked QAM256 507000000 Hz -6.1 dBmV 42.5 dB 0 0
10 Locked QAM256 513000000 Hz -6.1 dBmV 42.5 dB 0 0
11 Locked QAM256 519000000 Hz -6.3 dBmV 42.4 dB 0 0
12 Locked QAM256 525000000 Hz -6.7 dBmV 42.1 dB 0 0
13 Locked QAM256 531000000 Hz -6.8 dBmV 42.0 dB 0 0
14 Locked QAM256 537000000 Hz -7.3 dBmV 41.6 dB 0 0
15 Locked QAM256 543000000 Hz -7.8 dBmV 41.3 dB 0 0
16 Locked QAM256 549000000 Hz -8.3 dBmV 41.0 dB 0 0
17 Locked QAM256 555000000 Hz -8.9 dBmV 40.6 dB 0 0
18 Locked QAM256 561000000 Hz -8.8 dBmV 40.3 dB 0 0
19 Locked QAM256 567000000 Hz -9.3 dBmV 39.7 dB 0 0
20 Locked QAM256 573000000 Hz -10.2 dBmV 39.2 dB 0 0
21 Locked QAM256 579000000 Hz -11.2 dBmV 38.4 dB 0 0
22 Locked QAM256 585000000 Hz -11.8 dBmV 38.1 dB 0 0
23 Locked QAM256 591000000 Hz -11.7 dBmV 38.1 dB 0 0
24 Locked QAM256 597000000 Hz -11.9 dBmV 37.7 dB 0 0
25 Locked QAM256 603000000 Hz -12.8 dBmV 36.9 dB 0 0
26 Locked QAM256 609000000 Hz -13.4 dBmV 36.4 dB 0 0
27 Locked QAM256 615000000 Hz -13.3 dBmV 36.6 dB 0 0
29 Locked QAM256 627000000 Hz -13.4 dBmV 36.4 dB 0 0
30 Locked QAM256 633000000 Hz -13.4 dBmV 36.4 dB 0 0
31 Locked QAM256 639000000 Hz -13.3 dBmV 36.4 dB 0 0
32 Locked QAM256 645000000 Hz -13.0 dBmV 36.8 dB 0 0
193 Locked Other 717000000 Hz -19.0 dBmV 29.2 dB 148923336 53446
Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 17 Locked SC-QAM Upstream 35600000 Hz 6400000 Hz 52.0 dBmV
2 18 Locked SC-QAM Upstream 29200000 Hz 6400000 Hz 51.0 dBmV
3 19 Locked SC-QAM Upstream 22800000 Hz 6400000 Hz 51.0 dBmV
4 20 Locked SC-QAM Upstream 16400000 Hz 6400000 Hz 50.0 dBmV
Current System Time: Mon Oct 3 09:14:32 2022
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EG
Expert
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110.6K Messages
3 years ago
Ok, so you have a condition going on that is known as *cable tilt*. The downstream power is rolling off / getting too weak (out of spec) at the higher channel frequencies. The upstream power is marginal to out of spec 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, 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, abrasions, 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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EG
Expert
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110.6K Messages
3 years ago
@user_9d6e93
My pleasure ! Please post back here with how things turn out, thanks.
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EG
Expert
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110.6K Messages
3 years ago
Thanks for circling back ! Hope that does it ! Good luck !
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EG
Expert
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110.6K Messages
3 years ago
@user_9d6e93
You're going to have to get the techs involved again until the problem gets fixed properly.
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 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 !
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