Regular Visitor
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6 Messages
Internet partially goes out every morning.
Problem:
Each morning right around the same time (not exactly the same time, but within a 1-2 hour window), the internet partially goes out. By partially, what I mean is that any existing feeds, such as a Zoom meeting or a Twitch stream, continue to work, but all new connections, such as opening a new tab and navigating to google.com, will not work. This occurs on every device, both wired and wireless.
What I've tried to fix:
- Power cycling the modem always fixes the issue, but only for the current day / next ~24 hours until the issue reoccurs.
- Comcast Tech Support re-provisions modem, which again, only temporarily fixes the issue.
- Swapped out the modem with newer/better. Same problem occurs.
- Multiple Comcast Service Techs come onsite. They check the lines (look good). They always have a different solution. Solutions have included:
- MOCA filters
- Amplifier / signal booster
- New splitter
- New connections for every line
- Changed DNS to use Google (8.8.8.8 & 8.8.4.4)
Additional Details:
- My current modem is an Arris SBG6700-AC.
- Here are the connection details both while the internet is only partially working and while it is fully working. https://imgur.com/a/QDeBySq
- The main difference is the corrected/uncorrectables for channel ID 11
- Per Arris documentation, the upstream power levels are out of spec. They show either 39.0 or 39.5, whereas the specs state that they should be within 45.0 - 51.0. However I do not believe this is the problem for two reasons:
- The power levels are the same in both images (meaning unchanged when the internet is fully working)
- My understanding is that low power levels correspond to less noise, and that the modem doesn't have to 'work' as hard to send/receive the packets.
- Historical event log does show some T3 timeouts, but those are at least 5+ days prior to when this issue started occurring.
Looking for guidance on what information I need to collect so that I can finally identify the root cause & correct.
6910674
Regular Visitor
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6 Messages
4 years ago
Anyone? Anyone? Bueller?
I am going crazy trying to diagnose. Please help!
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