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user_d2ce1a
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12 Messages

Monday, June 24th, 2024 5:32 PM

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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?

Question

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Updated 

10 months ago

166

5

0

rpf75

Contributor

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53 Messages

11 months ago

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

0

EG

Expert

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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

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user_d2ce1a

Visitor

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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

user_d2ce1a

Visitor

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12 Messages

Says Channel ID 44 is the main channel

11 months ago

0

user_d2ce1a

Visitor

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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

user_d2ce1a

Visitor

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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

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

user_d2ce1a

Visitor

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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
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

user_d2ce1a

Visitor

 • 

12 Messages

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

10 months ago

0

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

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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

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

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

XBond

4 Messages

@zandor60657​ Happens on wired devices as well

10 months ago

0

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