Internet drops multiple times per day. Please help!

Good morning. Since I've had XFinity, my internet has been dropping ~ 4 times per day for approximately 3-5 minutes each time. Comcast has run new wire to the house, replaced the modem several times, and tried several rooms in the house. The only thing that has not been done is replacing a cable to the modem within the house. A tech is scheduled to come out this Friday, but I've unfortunately had no luck with this in the past.

I've seen some other posts on here that have been resolved after looking at the status on the router's page, so I've pasted that below. Can anyone help?

Cable Modem

HW Version:2.0

Vendor:Technicolor

BOOT Version:S1TC-3.63.20.104

Core Version:1.0

Model:CGM4331COM

Product Type:XB7

Flash Part:8192 MB

Download Version:Prod_20.2_d31 & Prod_20.2

Downstream	Channel Bonding Value
Index	25	14	15	16	17	18	19	20	21	22	23	24	26	27	28	29	30	31	32	33	34	35	36	37	38	39	40	41	42	43	44	45
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
Frequency	597 MHz	525 MHz	531 MHz	537 MHz	543 MHz	555 MHz	561 MHz	567 MHz	573 MHz	579 MHz	585 MHz	591 MHz	603 MHz	609 MHz	615 MHz	621 MHz	627 MHz	633 MHz	639 MHz	645 MHz	651 MHz	657 MHz	663 MHz	669 MHz	675 MHz	681 MHz	687 MHz	693 MHz	699 MHz	705 MHz	711 MHz	762000000
SNR	41.4 dB	42.2 dB	41.8 dB	41.8 dB	41.4 dB	41.4 dB	41.5 dB	41.4 dB	41.4 dB	41.1 dB	41.2 dB	40.9 dB	41.4 dB	41.3 dB	41.2 dB	41.2 dB	41.0 dB	41.2 dB	41.0 dB	41.3 dB	41.0 dB	40.9 dB	40.7 dB	40.9 dB	40.3 dB	41.1 dB	41.0 dB	41.2 dB	40.6 dB	40.6 dB	40.5 dB	40.5 dB
Power Level	-4.8 dBmV	-4.5 dBmV	-4.8 dBmV	-5.0 dBmV	-5.6 dBmV	-5.6 dBmV	-5.3 dBmV	-5.3 dBmV	-5.1 dBmV	-5.7 dBmV	-5.4 dBmV	-5.5 dBmV	-4.9 dBmV	-4.9 dBmV	-5.2 dBmV	-5.1 dBmV	-5.4 dBmV	-5.0 dBmV	-5.3 dBmV	-4.8 dBmV	-5.2 dBmV	-5.3 dBmV	-5.6 dBmV	-5.5 dBmV	-5.8 dBmV	-5.4 dBmV	-5.6 dBmV	-5.4 dBmV	-6.0 dBmV	-6.0 dBmV	-6.3 dBmV	-5.4 dBmV
Modulation	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	OFDM

Upstream	Channel Bonding Value
Index	1	2	3	4	5
Lock Status	Locked	Locked	Locked	Locked	Locked
Frequency	35 MHz	29 MHz	22 MHz	16 MHz	39 MHz
Symbol Rate	5120	5120	5120	5120	1280
Power Level	51.3 dBmV	51.0 dBmV	50.8 dBmV	50.5 dBmV	52.0 dBmV
Modulation	QAM	QAM	QAM	QAM	QAM
Channel Type	ATDMA	ATDMA	ATDMA	ATDMA	ATDMA

CM Error Codewords
Index	1	2	3	4	5	6	7	8	9	10	11	12	13	14	15	16	17	18	19	20	21	22	23	24	25	26	27	28	29	30	31	32
Unerrored Codewords	1842278860	3130356801	3130358447	3130367328	3130373720	3130381430	3130385430	3130395133	3130407873	3130415746	3130421432	3130427137	3130435163	3130437379	3130447231	3130453720	3130467121	3130471077	3130482790	3130487271	3130493513	3130501217	3130508454	3130514891	3130518806	3130526003	3130533764	3130542252	3130542025	3130551313	3130554740	1842278860
Correctable Codewords	1716538721	84735	84835	85134	84799	85006	84930	84707	85227	85117	85201	85009	85210	85079	85048	85101	85311	85236	85297	85795	85770	85355	85669	85543	85536	85210	85284	85546	85465	85942	85959	1716538721
Uncorrectable Codewords	20326	363898	364154	364510	364591	364720	364770	365259	365065	365319	365306	365429	365466	365595	365591	365977	365511	366113	365864	365663	365826	366286	365879	365819	365890	366117	365700	365230	364954	363965	363967	20326

Responses

EG

Expert

•

110K Messages

3 years ago

The upstream power is too high / out of spec. And the downstream power is on the low / weak side. 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 / more wiggle room, 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, 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 leave it to the techs to investigate and correct the problem.

Good luck with it !

(edited)

0

CCOtto

Problem Solver

•

497 Messages

3 years ago

Hello, @user_ew6g37. I am sorry to hear about the internet issues you are experiencing! Are you connected over wifi or with a wired connection when the internet drops?

4

0

U

user_ew6g37

Visitor

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18 Messages

@XfinityOtto I’m wired in. That said, all devices drop out (wired and WI-FI).

3 years ago

0

CCOtto

Problem Solver

•

497 Messages

Ok, thanks for letting me know. This is definitely concerning. I know that a lot of work has already been done to fix this, but I would like to wait for the tech visit tomorrow and see if that helps. If it does not, we can do further troubleshooting.

I no longer work for Comcast.

3 years ago

0

EG

Expert

•

110K Messages

@XfinityOtto wrote:

Are you connected over wifi or with a wired connection when the internet drops?

FWIW. Being connected via a hardwired or WiFi connection on the LAN side is not related to / can't affect the RF signal status numbers on the WAN side of a cable modem.

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

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3 years ago

0

EG

Expert

•

110K Messages

@user_ew6g37 wrote: "I’m wired in. That said, all devices drop out (wired and WI-FI)."

O/k so you haven't mentioned if any of those self-troubleshooting tips that I gave you applied ???

(edited)

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

3 years ago

0

U

user_ew6g37

Visitor

•

18 Messages

3 years ago

Good morning,

First, thank you for the responses! The tech just left, and for the first time I feel I have quantifiable progress thanks to the folks on this thread.

The tables are below, but in summary:

My downstream power levels before range between -4.5 to -6.3 are now -1.0 to -2.6
My upstream power levels before range between 50.5 to 52 are 47.5 to 48.8

These number look better... are they enough?

Basically, to the outside box, the tech:

disconnected one of the older cables going into the house that are no longer used... said this was causing noise
added the highlighted connector... not sure what this is for
added a new MOCA splitter, one cable going to my modem the other to my STB

New values

Downstream	Channel Bonding Value
Index	41	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	42	43	44	45
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
Frequency	693 MHz	525 MHz	531 MHz	537 MHz	543 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	633 MHz	639 MHz	645 MHz	651 MHz	657 MHz	663 MHz	669 MHz	675 MHz	681 MHz	687 MHz	699 MHz	705 MHz	711 MHz	762000000
SNR	43.1 dB	43.7 dB	43.4 dB	43.5 dB	43.2 dB	43.2 dB	43.2 dB	43.1 dB	43.3 dB	43.0 dB	43.2 dB	43.0 dB	43.3 dB	43.1 dB	43.2 dB	43.0 dB	43.2 dB	43.1 dB	43.1 dB	42.8 dB	42.9 dB	42.8 dB	42.9 dB	42.9 dB	43.1 dB	42.1 dB	42.8 dB	43.0 dB	42.8 dB	42.8 dB	42.6 dB	42.7 dB
Power Level	-1.9 dBmV	-1.0 dBmV	-1.3 dBmV	-1.3 dBmV	-1.7 dBmV	-1.8 dBmV	-1.8 dBmV	-1.8 dBmV	-1.6 dBmV	-1.8 dBmV	-1.5 dBmV	-1.7 dBmV	-1.2 dBmV	-1.5 dBmV	-1.4 dBmV	-1.6 dBmV	-1.3 dBmV	-1.6 dBmV	-1.4 dBmV	-1.7 dBmV	-1.4 dBmV	-1.5 dBmV	-1.4 dBmV	-1.7 dBmV	-1.7 dBmV	-2.3 dBmV	-2.1 dBmV	-2.2 dBmV	-2.3 dBmV	-2.3 dBmV	-2.6 dBmV	-1.6 dBmV
Modulation	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	OFDM

Upstream	Channel Bonding Value
Index	1	2	3	4	5
Lock Status	Locked	Locked	Locked	Locked	Locked
Frequency	35 MHz	29 MHz	22 MHz	16 MHz	39 MHz
Symbol Rate	5120	5120	5120	5120	1280
Power Level	48.3 dBmV	47.5 dBmV	47.5 dBmV	47.3 dBmV	48.8 dBmV
Modulation	QAM	QAM	QAM	QAM	QAM
Channel Type	ATDMA	ATDMA	ATDMA	ATDMA	ATDMA

6

CM Error Codewords
Index	1	2	3	4	5	6	7	8	9	10	11	12	13	14	15	16	17	18	19	20	21	22	23	24	25	26	27	28	29	30	31	32
Unerrored Codewords	33551711	56912465	56924339	56937359	56951350	56964108	56976998	56989479	57001616	57014610	57027315	57039213	57055804	57075023	57087122	57099751	57111946	57123912	57131072	57145036	57163592	57178075	57191876	57205944	57219451	57231474	57244264	57256470	57264956	57271735	57279286	33551711
Correctable Codewords	17555039	149	121	125	142	138	141	144	184	154	230	158	194	224	199	198	223	178	151	130	111	127	122	134	91	104	101	74	44	34	39	17555039
Uncorrectable Codewords	865	7	7	11	2	1	1	11	0	15	17	10	14	31	10	11	25	21	10	9	6	1	2	5	0	3	1	0	0	0	0	865

1

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XfinityChristy

Official Employee

•

1.9K Messages

I am glad to see you are seeing an improvement with your connection. To make sure you continue to see this improvement we will check back with you tomorrow. If you start to see a downgrade is your connection please send our team a direct message with your full name and full address so we can troubleshoot this with you.

To send a "Peer to peer" message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

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

3 years ago

0

EG

Expert

•

110K Messages

3 years ago

The new stats will be fine as long as they remain stable. The bottom line is to live with it for a while and see if the problem returns. Good luck !

0

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user_c2be6e

Visitor

•

1 Message

3 years ago

@XfinityChristy @XfinityOtto

I am having the same issue. In the last week or so I began to experience connection drops and slow speeds throughout the day, making it incredibly difficult to work. This happens on ALL devices. Continuous pings to 8.8.8.8 for 2 mins shows 5% or greater packet loss from two computers and an iphone.

A tech came out Wednesday and replaced some wiring outside and put in a new modem. The UL speed was still low and inconsistent on all devices, but he said it was device specific and not an ISP issue. Customer service said the same thing initially when I called today, still experiencing issues. Later, a different tech said said they could see connectivity issues for the past seven days and another tech would need to check wiring outside the house. Again. He said this was not something I could see by logging into the router or app. Is there not an alert email that is triggered when events like this happen consistently for X number of days so customers can get assistance?

I also want to mention that this issue is a widespread one throughout my neighborhood, but customer service says there is no outage or problem with a main line/CMTS.

Regardless, another tech is coming out Tuesday. I hope this one is a senior tech. I'm not sure what all you need, but here's info from the modem and some screenshots from my most recent wlan report on one computer:

Cable Modem

HW Version:2.0

Vendor:Technicolor

BOOT Version:S1TC-3.63.20.104

Core Version:1.0

Model:CGM4331COM

Product Type:XB7

Flash Part:8192 MB

Download Version:Prod_20.2_d31 & Prod_20.2

Serial Number:304930041456105209

Downstream	Channel Bonding Value
Index	21	1	2	3	4	5	6	7	8	9	10	11	12	13	14	15	16	17	18	19	20	22	23	24	25	26	27	28	29	30	31	32	159
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
Frequency	531 MHz	405 MHz	411 MHz	417 MHz	423 MHz	429 MHz	435 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	537 MHz	543 MHz	549 MHz	555 MHz	561 MHz	567 MHz	573 MHz	579 MHz	585 MHz	591 MHz	597 MHz	690000000
SNR	41.5 dB	41.1 dB	41.1 dB	41.1 dB	41.1 dB	41.0 dB	41.1 dB	41.2 dB	41.0 dB	40.9 dB	40.9 dB	40.7 dB	41.0 dB	40.6 dB	40.5 dB	41.0 dB	41.1 dB	41.1 dB	41.2 dB	41.3 dB	41.3 dB	41.5 dB	40.9 dB	40.9 dB	38.3 dB	38.3 dB	39.9 dB	39.6 dB	35.9 dB	39.0 dB	40.2 dB	40.2 dB	0.0 dB
Power Level	0.6 dBmV	-2.7 dBmV	-2.6 dBmV	-2.5 dBmV	-2.4 dBmV	-2.5 dBmV	-2.5 dBmV	-2.4 dBmV	-2.5 dBmV	-2.5 dBmV	-2.6 dBmV	-2.7 dBmV	-2.4 dBmV	-2.4 dBmV	-2.3 dBmV	-2.1 dBmV	-2.2 dBmV	-1.9 dBmV	-1.7 dBmV	-1.3 dBmV	0.9 dBmV	0.8 dBmV	-1.2 dBmV	-1.8 dBmV	-2.5 dBmV	-3.3 dBmV	-3.9 dBmV	-4.0 dBmV	-3.6 dBmV	-2.8 dBmV	-1.5 dBmV	-1.1 dBmV	0.7 dBmV
Modulation	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	OFDM

Upstream	Channel Bonding Value
Index	1	2	3	4	5
Lock Status	Locked	Locked	Locked	Locked	Locked
Frequency	35 MHz	29 MHz	22 MHz	16 MHz	40 MHz
Symbol Rate	5120	5120	5120	5120	2560
Power Level	42.5 dBmV	41.5 dBmV	41.0 dBmV	41.5 dBmV	45.0 dBmV
Modulation	QAM	QAM	QAM	QAM	QAM
Channel Type	ATDMA	ATDMA	ATDMA	ATDMA	ATDMA

CM Error Codewords
Index	1	2	3	4	5	6	7	8	9	10	11	12	13	14	15	16	17	18	19	20	21	22	23	24	25	26	27	28	29	30	31	32	33
Unerrored Codewords	187276956	278137930	278170782	278188538	278235764	278244356	278252509	278258572	278265987	278273257	278280847	278279840	278283311	282809981	282817212	282823046	282832158	282838640	282845459	282851226	282858226	282864627	282871126	282876929	282883707	282890385	282897275	282902662	282908616	282914562	282919332	282925065	187276956
Correctable Codewords	31625033	0	70	0	0	24	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	31625033
Uncorrectable Codewords	69803	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	69803

(edited)

1

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EG

Expert

•

110K Messages

@user_c2be6e

Please create a new topic (copy and paste your post) of your own here on this board detailing your issue and someone will attempt to assist you there. Please do not hijack someone else's help thread in progress. Multiple posters piling on to and being helped in a single thread becomes too complicated, confusing, and convoluted. And it's unfair to the original poster. Thank you.

(edited)

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

3 years ago

0

U

user_ew6g37

Visitor

•

18 Messages

3 years ago

Looks like I spoke to soon on my issue. I had one outtage yesterday after the tech left and three so far today. The power levels for downstream and upstream are the same as shared yesterday.

Any suggestions on next steps?

3

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EG

Expert

•

110K Messages

@user_ew6g37

Perhaps your signals / connection quality is indeed unstable. At this point you are going to need to get the techs re-involved with your issue until it gets fixed correctly.

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.

Good luck with it !

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

3 years ago

0

CCTambrey

Gold Problem Solver

•

3.4K Messages

@user_ew6g37, I'm sorry to hear you are experiencing disruptions again and I'd love to take a closer look so we can find a more permanent solution and get you back to a reliable connection. Please include your first and last name as well as your service address so we can assist.

To send a Direct Message, please click on the chat icon on the top right of this page, next to the bell. Make sure to send the message to our singular handle "Xfinity Support" and we will get back to you ASAP.

I no longer work for Comcast.

3 years ago

0

U

user_ew6g37

Visitor

•

18 Messages

OK, thank you. Sent a DM as requested.

3 years ago

0

U

user_ew6g37

Visitor

•

18 Messages

3 years ago

For the past month, my internet drops out at 8:30 AM every morning for a few minutes. This is right in the middle of my AM Teams calls with my team.

I used to have random drop issues due to signal strength, that was resolved 6-8 months ago by removing a cable line in the house that was causing noise. https://forums.xfinity.com/conversations/your-home-network/internet-drops-multiple-times-per-day-please-help/

What can be done?

Note: This comment was created from a merged conversation originally titled Please Help: Internet drops same time everyday

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user_ew6g37

Visitor

•

18 Messages

3 years ago

This started happening again about a month ago. It’s happening at the same time every morning (8:30, during my AM Teams meetings).

Nothing changed at my house. There was an outage in my neighborhood that lasted for 4+ hours, and it started after that incident.

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user_3294e3

Visitor

•

1 Message

3 years ago

Us too. We lose the connection for about five minutes at least two times a day. It’s caused me to get knocked off of teleconferences

1

0

EG

Expert

•

110K Messages

@user_3294e3

Please create a new topic of your own here on this board detailing your issue. Thanks.

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

3 years ago

0

U

user_ew6g37

Visitor

•

18 Messages

3 years ago

I had a tech come out a few weeks back, he swapped out the modem. The issue is still occurring, every morning between 8-9 our gateway drops out.

I purchased a Ring Alarm Pro router so I could take advantage of the backup internet over 4g... the problem is that it takes a good 30s to kick in and by that time my Teams call has dropped.

What else can I try?

0

P

pgmrpmt

Visitor

•

1 Message

3 years ago

I have the same issue. My internet drops for a short interval, maybe a minute, then comes back as if nothing has happened. I try to get onto the Xfinity Outage Map via my phone when it happens but there's never an issue reported for my address.

0

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user_ew6g37

Visitor

•

18 Messages

3 years ago

It’s out again, 8:11 AM.

Where is Comcast’s response to this?

I’m not the only one having these issues.

1

0

CCChelseaA

Problem Solver

•

637 Messages

Good Morning! It looks like here we've received your direct message, and would be happy to join you there regarding the ongoing troubles with connectivity!

I no longer work for Comcast.

3 years ago

0

EG

Expert

•

110K Messages

3 years ago

@4725Katsenes

Please create a new topic of your own here on this board detailing your issue. Thanks.

1

0

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user_ew6g37

Visitor

•

18 Messages

@EG I created this topic; therefore, it is my own. There is plenty of detail in here.

3 years ago

0

EG

Expert

•

110K Messages

3 years ago

@user_ew6g37

I realize that... My comment was directed to @4725Katsenes

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user_a124e8

Visitor

•

1 Message

3 years ago

@user_ew6g37 I'd just like to mention that I had similar problems with 2 minute outages, multiple times per day, over the course of months. All new cable lines were replaced/buried in my yard. The cable lines inside my house were replaced from outside to the broadband modem in my house. The broadband modem itself (my own hardware) was even replaced. After many calls and service technician visits, Comcast finally replaced the splitter I had for multiple TV's and Internet. Mind you, the splitter was installed by Comcast at an earlier date but apparently it was the culprit.

Sometimes electronic items can be bad or go bad. This issue was definitely difficult to troubleshoot. I had Net Uptime Monitor running at all times recording when the outages happened and for how long. It took a while to resolve, but I appreciate the effort Comcast put into fixing it. The reason I'm sharing the information is to save customers and Comcast time and also money. A splitter is a cheap swap out and takes very little effort. If you're just starting to troubleshoot, or if a splitter was installed around the same time problems started, consider swapping it out. If you've tried everything else already (like I had), try replacing the splitter. It's worth a shot. I hope this helps.

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user_ew6g37

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18 Messages

@user_a124e8

Thank you for this. We did have an issue with signal strength and noise (above), all lines except the one that goes to the modem were disconnected, following that the noise was within tolerance.

My downstream power levels before range between -4.5 to -6.3 are now -1.0 to -2.6
My upstream power levels before range between 50.5 to 52 are 47.5 to 48.8

That said, Comcast did attempt to connect a new line directly to the outside, but they inadvertently drilled from my office to the master bathroom. They never completed the work. Given this, I will be looking at third parties to do this work.

3 years ago

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CCMiguel

Gold Problem Solver

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358 Messages

I understand and thank you for letting us know the additional details and sorry the work was never completed. If you change your mind we can still get the visit set up with you but if you prefer a third party that is also fine of course. If there is there is anything else you have that we can help you with we are here 24/7! Take care!-Miguel

I no longer actively support the Xfinity Forum or work for Comcast.

3 years ago

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user_ew6g37

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18 Messages

I don’t want a third party, please come out and fix it. Last message I got is that you weren’t running cable b/c of COVID.

How do I get this escalated? I’ve had this post and chat going on since LAST YEAR. I got this today in chat:

“I am sorry for the ongoing issues and I understand where you are coming from. It would be a frustrating experience, and we want to help. We would need 3 trouble calls within a 30-day period to escalate any unresolved issues, so we would recommend having a tech come out since you are still experiencing problems, so we can send the issue up if needed.”

How is this not escalated!? I contact you guys almost EVERY DAY between 8AM and 9 AM ET when my internet drops out.

And I’ve had more than 6 techie visits! They check signal, drop in a new modem, and leave.

3 years ago

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user_ew6g37

Internet drops multiple times per day. Please help!

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