Internet Dropping Issues / Upstream & downstream stats

Our internet has been dropping for 1-2 minutes a couple of times a day for the past week. We got a new gateway because we through that was the issue, but after doing more research it looks like it may be the downstream / upstream issues that many other users are having. Does anyone know how I can pull my stats to check if that is the issue?

Responses

rpf75

Contributor

•

53 Messages

11 months ago

Similar issue but all services, not just internet. It's always 'an issue in the area'

0

EG

Expert

•

110.2K Messages

11 months ago

@user_d2ce1a

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.

4

0

U

user_d2ce1a

Visitor

•

12 Messages

Downstream	Channel Bonding Value
Channel ID	44	13	14	15	16	17	18	19	20	21	22	23	24	25	26	27	28	29	30	31	32	33	34	35	36	37	38	39	40	41	42	43	193	194
Lock Status	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked
Frequency	633 MHz	447 MHz	453 MHz	459 MHz	465 MHz	471 MHz	477 MHz	483 MHz	489 MHz	495 MHz	501 MHz	507 MHz	513 MHz	519 MHz	525 MHz	531 MHz	537 MHz	543 MHz	549 MHz	555 MHz	561 MHz	567 MHz	573 MHz	579 MHz	585 MHz	591 MHz	597 MHz	603 MHz	609 MHz	615 MHz	621 MHz	627 MHz	722000000	957000000
SNR	44.1 dB	44.8 dB	44.9 dB	44.8 dB	45.0 dB	44.8 dB	44.9 dB	44.9 dB	44.9 dB	44.9 dB	44.8 dB	44.8 dB	45.1 dB	44.9 dB	45.0 dB	45.1 dB	44.9 dB	44.8 dB	44.9 dB	44.8 dB	44.8 dB	44.9 dB	44.9 dB	44.6 dB	44.6 dB	44.6 dB	44.5 dB	44.5 dB	44.7 dB	44.6 dB	44.6 dB	44.6 dB	44.2 dB	42.4 dB
Power Level	-1.1 dBmV	-1.2 dBmV	-1.2 dBmV	-1.2 dBmV	-1.2 dBmV	-1.1 dBmV	-1.0 dBmV	-1.0 dBmV	-1.0 dBmV	0.9 dBmV	-1.1 dBmV	-1.1 dBmV	-1.0 dBmV	-1.1 dBmV	-1.0 dBmV	0.9 dBmV	-1.0 dBmV	-1.1 dBmV	0.9 dBmV	0.9 dBmV	0.9 dBmV	0.8 dBmV	0.8 dBmV	0.8 dBmV	0.8 dBmV	0.8 dBmV	0.9 dBmV	0.8 dBmV	0.8 dBmV	-1.0 dBmV	-1.0 dBmV	-1.0 dBmV	0.7 dBmV	-2.8 dBmV

11 months ago

0

U

user_d2ce1a

Visitor

•

12 Messages

Says Channel ID 44 is the main channel

11 months ago

0

U

user_d2ce1a

Visitor

•

12 Messages

Upstream	Channel Bonding Value
Channel ID	1	2	3	4	41
Lock Status	Locked	Locked	Locked	Locked	Locked
Frequency	16 MHz	22 MHz	29 MHz	35 MHz	36 MHz
Symbol Rate	5120	5120	5120	5120	0
Power Level	40.5 dBmV	41.3 dBmV	41.8 dBmV	42.0 dBmV	37.0 dBmV

11 months ago

0

U

user_d2ce1a

Visitor

•

12 Messages

CM Error Codewords
Channel ID	44	13	14	15	16	17	18	19	20	21	22	23	24	25	26	27	28	29	30	31	32	33	34	35	36	37	38	39	40	41	42	43	193	194
Unerrored Codewords	19921511	367837095	367842026	367847997	367851522	367858921	367864074	367869162	367874363	367879951	367885478	367890189	367894672	367899920	367905595	367910685	367914874	367920536	367925737	367926134	367936034	367941241	367944424	367951044	367956527	367961040	367966749	367972255	367977231	367979101	367981265	367982878	19729647	19921511
Correctable Codewords	16088174	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	5022874	16088174
Uncorrectable Codewords	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	6474	0

11 months ago

0

EG

Expert

•

110.2K Messages

11 months ago

The signal status values at that snapshot in time were OK. Question. Is this with a WiFi connection ? If so, as a test, does a computer / device that is hardwired directly to the router / gateway device with an ethernet cable have the same problem ?

2

0

U

user_d2ce1a

Visitor

•

12 Messages

It is with a WiFi connection. Unfortunately, the gateway is in our main living room and my wife and I both work from home (not in the living room) so hardwiring with an ethernet cable will be difficult.

Also, we do many video calls on our phones (using Wifi), which we would not be able to hardwire.

11 months ago

0

EG

Expert

•

110.2K Messages

11 months ago

We need this test because we are trying to isolate this down to being either a WiFi-only problem or a problem with the general connection to the Comcast system which would of course affect both.

6

0

U

user_d2ce1a

Visitor

•

12 Messages

Got it - do you think the wifi-only problem would persist across multiple gateways? We switched it out this weekend.

Given the connection issue is intermittent, I will have to wait until it happens again to do the test and figure out what device to use for the test (assume using a computer is easiest).

11 months ago

0

EG

Expert

•

110.2K Messages

@user_d2ce1a

Got it - do you think the wifi-only problem would persist across multiple gateways? We switched it out this weekend.

Yes it could. Wifi is subject to environmental conditions.

Given the connection issue is intermittent, I will have to wait until it happens again to do the test and figure out what device to use for the test (assume using a computer is easiest).

Yes. A computer would be good.

I didn't need any help here.......

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

11 months ago

0

U

user_d2ce1a

Visitor

•

12 Messages

The wired connection also had an issue when I did the test

10 months ago

0

U

user_d2ce1a

Visitor

•

12 Messages

The good thing is that a technician came today. He didn't see any particular issue, but swapped out the gateway for a new one (he said the ones they send from the call center are refurbished). He also refreshed some of the lines outside and removed a splitter we had (that he didn't think was necessary). Hopefully all fixed

10 months ago

0

XfinityJosephA

Official Employee

•

1.7K Messages

Thanks for all your time and help @user_d2ce1a I hope service improves and is fixed after the appointment. Hopefully the new modem and line work does the trick! Please update us if the issue is not resolved.

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

10 months ago

0

Z

zandor60657

Contributor

•

204 Messages

11 months ago

Yes. WiFi problems are usually not caused by an equipment defect. Interference and simply having too much stuff (walls, etc.) between the router and client devices are the most common causes. Sometimes they can be worked around with configuration changes, like changing which channels the WiFi is using.

An intermittent issue suggests interference or a line problem. Unless you have a desktop computer hardwired to the router the easiest way to test is by plugging in a laptop. These days a lot of laptops don't have a built-in in ethernet port, so if yours doesn't you'll need an USB ethernet adapter. They're <$30.

2

0

U

user_d2ce1a

Visitor

•

12 Messages

Thank you. I've got an old laptop that still has an ethernet port so will use that for the test.

11 months ago

0

X

XBond

4 Messages

@zandor60657 Happens on wired devices as well

10 months ago

0

Your Home Network

user_d2ce1a

Internet Dropping Issues / Upstream & downstream stats

rpf75

EG

user_d2ce1a

user_d2ce1a

user_d2ce1a

user_d2ce1a

EG

user_d2ce1a

EG

user_d2ce1a

EG

user_d2ce1a

user_d2ce1a

XfinityJosephA

zandor60657

user_d2ce1a

XBond

New to the Community?