2 Messages
Internet, Repeated Drops, Arris G36
With my Internet, I've had an issue with my Router dropping internet connectivity every 2 hours or so, requiring me to restart the gateway. I am using an Arris G36 combination modem/router. I have had a technician out to investigate, and my router is currently plugged into the direct feed from the street. I am still having this issue after the technician was here. I have attached images of my event logs and current Upstream/Downstream signals.
BruceW
Gold Problem Solver
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26.3K Messages
2 months ago
The upstream power levels are out of spec (too high). This indicates a problem with the link between your gateway and Comcast's network. These are often due to poor coax connections or damaged coax cable, usually in or near your home. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power.
If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you still need help, you'll need to bring a premise tech back out to identify the cause and correct it.
If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit (approx $100) unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.
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