B

Thursday, October 10th, 2024 1:19 AM

Internet dropping every few minutes

Hello,

My internet connection keeps dropping every 5-10 minutes. This has been happening for the past three hours and I have reset the modem, gone through all the Xfinity Assistant diagnostic tools and it is still have issues. 

Device: ARRIS SURFboard SBG10

Log after the latest drop:

Downstream

DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 4 435.00 MHz 5.90 dBmV 43.38 dB 256QAM 4528246 0 0
Downstream 2 1 417.00 MHz 6.00 dBmV 43.38 dB 256QAM 5157968 7 0
Downstream 3 2 423.00 MHz 6.10 dBmV 43.38 dB 256QAM 5152112 0 0
Downstream 4 3 429.00 MHz 5.90 dBmV 43.38 dB 256QAM 5192098 0 0
Downstream 5 5 441.00 MHz 5.90 dBmV 43.38 dB 256QAM 5125006 0 0
Downstream 6 6 447.00 MHz 5.90 dBmV 40.95 dB 256QAM 5111404 0 0
Downstream 7 7 453.00 MHz 5.90 dBmV 43.38 dB 256QAM 5177358 0 0
Downstream 8 8 459.00 MHz 6.00 dBmV 43.38 dB 256QAM 5111809 0 0
Downstream 9 9 465.00 MHz 6.00 dBmV 40.95 dB 256QAM 5562992 7 0
Downstream 10 10 471.00 MHz 6.00 dBmV 40.95 dB 256QAM 5578487 0 0
Downstream 11 11 477.00 MHz 6.10 dBmV 43.38 dB 256QAM 5588059 13 0
Downstream 12 12 483.00 MHz 6.30 dBmV 43.38 dB 256QAM 4507965 0 0
Downstream 13 13 489.00 MHz 6.40 dBmV 43.38 dB 256QAM 5496810 12 0
Downstream 14 14 495.00 MHz 6.50 dBmV 43.38 dB 256QAM 5492910 804 0
Downstream 15 15 507.00 MHz 6.50 dBmV 43.38 dB 256QAM 5528350 5 0
Downstream 16 16 513.00 MHz 6.60 dBmV 43.38 dB 256QAM 5446579 0 0
Reset FEC Counters

Upstream

UCID Freq Power Channel Type Symbol Rate Modulation
Upstream 1 19 29.20 MHz 40.25 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 2 20 35.60 MHz 40.00 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 3 17 16.40 MHz 39.50 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 4 18 22.80 MHz 39.50 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM

 Status
System Uptime: 0 d: 0 h: 04 m
Computers Detected: staticCPE(1), dynamicCPE(0)
CM Status: OPERATIONAL
Time and Date: Wed 2024-10-09 18:18:38

 Interface Parameters
Interface Name Provisioned State Speed (Mbps) MAC address
LAN Port 1 Disabled Down ----- [Edited: "Personal Information"]
LAN Port 2 Enabled Down ----- [Edited: "Personal Information"]
LAN Port 3 Disabled Down ----- [Edited: "Personal Information"]
LAN Port 4 Enabled Down ----- [Edited: "Personal Information"]
CABLE Enabled Up ----- [Edited: "Personal Information"]

Official Employee

 • 

1.2K Messages

26 days ago

Hello @BC151 thanks so much for reaching out and providing this information from your device logs.  The Downstream power levels do seem a hair out of range, but this may not be the full source of the issue, but is worth examining. 

 
 
Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your name and address, and I'll be happy to help.

6 Messages

Thank you,

What should be the next steps in examining this?

Expert

 • 

106.9K Messages

26 days ago

@XfinityAlfonso  No they're not..... 

(edited)

6 Messages

Thank you for the comment EG. Any recommendations on next steps in troubleshooting?

Expert

 • 

106.9K Messages

26 days ago

Is that with a WiFi connection ? If so, as a test, does a computer / device that is hardwired directly to the gateway device with an ethernet cable have the same problem ?

6 Messages

It is a WiFi connection that has this problem. Fortunately I have been working from all home all day and haven't encountered any issues. If this problem reoccurs I will try hardwiring and see what happens. Thank you!

Official Employee

 • 

999 Messages

22 days ago

@BC151 It has been a few days since we last heard from you. Did the issue return at all? If so, did hardwiring work?

6 Messages

Hello. The issue happened again last night. Hardwiring did not work.

Expert

 • 

106.9K Messages

21 days ago

OK there are other signal stat values 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 (The Digital Care Team) who are available to these boards. They will be able to poll the CMTS (Cable Modem Termination System) to check 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 those upstream receive signal stats.


You should get a reply here in your topic. Good luck !

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