6910674's profile

Regular Visitor

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6 Messages

Friday, October 15th, 2021 12:10 PM

Closed

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:

  1. Power cycling the modem always fixes the issue, but only for the current day / next ~24 hours until the issue reoccurs.
  2. Comcast Tech Support re-provisions modem, which again, only temporarily fixes the issue.
  3. Swapped out the modem with newer/better. Same problem occurs.
  4. Multiple Comcast Service Techs come onsite.  They check the lines (look good).  They always have a different solution.  Solutions have included:
    1. MOCA filters
    2. Amplifier / signal booster
    3. New splitter
    4. New connections for every line
  5. 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.

Regular Visitor

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6 Messages

4 years ago

Anyone? Anyone? Bueller?

I am going crazy trying to diagnose.  Please help!

Problem Solver

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1.1K Messages

@6910674

Thank you for reaching out to the Digital Care Team. I hate to hear this has been your experience and would love to investigate this for you! Please send us a PM with your first and last name, as well as house numbers to your service address. To send us a Private Chat Message, select the message icon in the top right corner and then search for Xfinity support. With our new Xfinity support chat, you do not need to input the name of a person. Just select Xfinity support and you will be able to speak with the next available specialist.

I no longer work for Comcast.

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