DLo86's profile

Regular Visitor

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3 Messages

Mon, Oct 12, 2020 5:00 AM

Internet Dropping on Nights and Weekends

Xfinity is brand new in our development. We've had one offering for cable internet for years and it's been expensive, but reliable.

I switched to Xfinity as soon as it was available. Everything was great for the first 2-3 months. Then the internet was going down during the day, which is unacceptable because I'm working from home.

Troubleshooting the issue, I found that I was experiencing 50% packet loss at the modem, which is a 2 month old Netgear CM1150v. I'm seeing multiple T3 timeouts in the logs, but the tech says that SNR and power are in an "acceptable" range. Numerous tech visits found "no issues" at any of the lines. That includes inside the house.

The second tech blamed my modem, and had me sign up for an XFi modem that he left with me. As soon as he pulled out of the driveway it started rebooting every 10 minutes over the next 2 hours, until I finally reconnected my old modem.

I disconnected the splitter at the house that gives me TV and that appeared to have temporarily cleared up the issue, but then I had no TV because I was running the line for my modem directly to the street.

The third tech suggested I get wireless TV boxes, which I did. I thought I found the fix, but my internet appears to go down again during "peak hours" and every night. I have an outdoor surveillance system that runs 24x7, but it goes offline every night from around 2am to 6am. What's the point of having a security system when it's down while you're sleeping? Weekends are also painful. Last night I spent hours fooling with my modem when I was trying to watch football.

All 3 techs suggested there could be issues in the neighborhood since the installation is new, but all of them said everything was fine at the time. I don't want to be a beta tester for a new circuit. At this rate I'm considering going back to my old provider since it was worth the extra expense for reliable service.

Modem: Netgear CM1150v
Router: Google Nest Wifi
Speed: 600mbps down

Responses

Accepted Solution

Regular Visitor

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3 Messages

7 m ago

I wanted to post an update for anyone else that may stumble upon this post. The coaxial cable that was buried underground was badly kinked inside the Xfinity pedestal box at the street. The way the box was sitting on it damaged it. A new tech came out and identified the problem and repaired the cable, as well as performed a thorough check of all the lines at different points. A damaged cable will cause noise and packet loss for sure. So far, so good after the repairs.
EG

Expert

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86.6K Messages

7 m 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 post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

Please also post those error log entries in their entirety.

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EG

Expert

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86.6K Messages

7 m ago

The signal stats are o/k but the error log entries indicate that something is going on. Perhaps there is noise ingress into the line(s) somewhere.

 

There are other signal stat figures 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 that are available to these boards. They will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !

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We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

Official Employee

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2.9K Messages

7 m ago

Greetings, @DLo86! I appreciate you taking the time to reach out to us here on the forums. I hope you are having an amazing day! I apologize to hear of the issues you are running into with your internet dropping at peak hours. I, myself, work from how so I certainly understand the importance of a reliable internet connection. I would like to have a closer look at the signal to see what could be going on. Can you please send me a PM with your first and last name so I may further assist you?

 

To send a private message, please click my name "ComcastMichael" then select "Send a Message" on the right side.

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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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