Internet drops out several times a day

Hello, @user_4ef31e, thank you for reaching out to our forum for help with your intermittent connection issue. I totally get where you're coming from, that would be pretty frustrating to deal with for any length of time but I have your back. These days with us all being home more often that connection is crucial for work and entertainment. Since you already have a tech visit that will be the best bet to determine a fix. But I'd like to review your account and see if we might be able to run some more targeted steps together. In order to get started can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

@user_4ef31e wrote: "

I would post a screenshot of my Upstream/Downstream info but I'm not sure how to do that.

please advise."

Copy all of the text on the signal status page and then paste it in the body of your next post here.

thanks EG

I didnt copy the CM Error Codewords table properly..second try

The upstream power is too high and it may be intermittently fluctuating even higher to out of spec levels. 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 perhaps it's best to book a tech visit to investigate and correct.

I am going off reports generated by our team on June 18, 2021. We have techs working to get this fixed. I honestly don't have an estimated end time right now or else I would give it to you without hesitation. However, we can monitor the situation on our end until we have more information regarding the work or the end time. You don't have to do anything on your end. We'll follow up here periodically until everything is resolved. I know this doesn't give you much data now, but I'll work to give you more info as we get more updates.

My internet trouble seems to be fixed. Tech said there was a issue 2 poles down from my house.

My upstream power level is still around 50 but it hast spiked to 59 like it had been doing before.

Also my status now sows 0 uncorrectable codewords

Thanks everyone

50 is still too high / marginal.... There's no wiggle rooom. It's still a problem just waiting to happen.... It will get worse with the heat of mid Summer. 45 is the sweet spot.

Again I will state here for those that will hear... hint hint....    Employees. *Perhaps we shouldn't celebrate quite yet*..........

Had a visit from a tech this morning (makes 3 times so far for the same problem). He ran new cable from the pole to the box on the side of my house, a new splitter inside that box, and a new cable to the modem. It did not change my upstream power level at all, maybe even made it worse. Before a couple channels were right at 50 and a couple at 48 now they are 50.3 and the rest 50.

I mentioned to the tech I had read 45 (thanks for that info EG) was the sweet spot and he said that that was not possible. He said it was 48 at the drop and when you factor in the run to the the house 50 was the best it could get.

I dunno about all that, but I just hope my connection stays stable for a while.

thanks

@user_4ef31e wrote: He said it was 48 at the drop and when you factor in the run to the house 50 was the best it could get.

That may be so, so he should have escalated it to the line maintenance department techs. That's not an excuse for him to do nothing further if he couldn't get it any better.

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 !

My problem is back.

My upstream power is 51 and fluctuates to 52-53 which is causing disconnects again. I have another tech visit scheduled for Friday the 6th.

This will be the 4th tech visit within a month for the same problem. It's starting to get frustrating, but what can ya do.

Is there a next level tech number I could call if this next visit doesn't fix the problem?

thanks

I had the 4th tech visit today and he installed an amplifier and said that since all the wire and modem had been replaced that was all that could be done. He said he couldn't capture anything out of spec at the drop therefor a higher up tech would not come out to further investigate.

So at a upstream power of 48 I should be good..I'll keep my fingers crossed lol

thanks

Edit: within 30min of the tech leaving I have had 1 connection drop and upstream power spike to 54..also lots of Uncorrectable Codewords..I have a feeling the amplifier fix is a bust.

I'm a patient person, but this is getting ridiculous

The premises facing techs should have opened up a trouble ticket / referred the issue to the line maintenance dept.

Had a 5th tech visit which had his supervisor with him. They couldn't get the problem fixed so the supervisor called the line maintenance people.

Line maintenance people came today and replaced the thing on the pole (think it's called the tap maybe?) and removed the amplifier that the previous tech had installed. Connection seems to be stable so far.

thanks

Well, the upstream power is still marginal / high. It will be o/k if it remains to be rock stable.