Skip to main content

    Support

    Offers

toby2347's profile
toby2347
1st Like
1st Reply
1st Topic

Regular Visitor

 • 

16 Messages

Monday, July 8th, 2024 11:54 PM

Closed

Losing Internet everytime it's hot out 5+ times today

We work from home and have lost our Internet at least five times today.

It does down for about 10 minutes at a time. This seems to happen everytime it's 90'F or more outside.

Our house has AC, so the modem should be fine? ALso the Tv guide freeze at the same time with RDK-03033 error code,

If we call support all their script seems to tell them is to send a signal to reset the modem. That's not the fix.

Is there a correct solution? Would replacing the modem help? Not sure?

Monday 7/8

 10:55am - 11am  86'
 12:30p - 1240p  96'
  3:43p - 3:54  98' DHCP failure
  4:40p - 4:50p

Question

 • 

Updated 

10 months ago

174

5

EG

Expert

 • 

110.2K Messages

10 months ago


What do the modem's signal stat values look like ? Try getting them here; http://192.168.100.1 or here http://10.0.0.1 

Please copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.

0

0

EG

Expert

 • 

110.2K Messages

10 months ago

If it's in bridge mode, that first blue-colored link should work: http://192.168.100.1 

0

0

toby2347

Regular Visitor

 • 

16 Messages

10 months ago

Channel ID
1
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
2
3
4
5
6
7
8
9
10
11
12
0
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
417000000
489000000
495000000
501000000
507000000
513000000
519000000
525000000
531000000
537000000
543000000
555000000
561000000
567000000
573000000
579000000
585000000
591000000
597000000
603000000
609000000
423000000
429000000
435000000
441000000
447000000
453000000
459000000
465000000
471000000
477000000
483000000
724800000
SNR
40.946209
38.605377
40.366287
38.983261
38.605377
38.983261
40.366287
40.946209
40.366287
40.366287
40.366287
38.605377
38.983261
40.946209
40.366287
40.366287
40.366287
40.366287
40.366287
38.983261
38.983261
38.983261
40.366287
40.366287
38.983261
38.983261
38.605377
38.983261
38.983261
38.605377
38.605377
38.983261
40.19 dB
Power Level
-0.099998
-1.000000
-0.900002
-1.099998
-1.200001
-1.200001
-1.299999
-1.299999
-1.500000
-1.599998
-1.500000
-1.599998
-1.599998
-1.700001
-1.500000
-1.500000
-1.500000
-1.400002
-1.599998
-1.700001
-1.599998
-0.299999
-0.400002
-0.599998
-0.799999
-0.799999
-0.900002
-0.900002
-0.900002
-1.099998
-0.900002
-1.099998
-0.299999 dBmV
Modulation
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
OFDM
*Channel ID 1 is the Primary channel
Upstream
Channel Bonding Value
Channel ID
2
6
5
4
3
1
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
16400000
40400000
35600000
29200000
22800000
10400000
Symbol Rate
5120 KSym/sec
2560 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
2560 KSym/sec
Power Level
41.520599
42.510300
41.020599
41.520599
40.520599
44.010300
Modulation
64QAM
64QAM
64QAM
64QAM
64QAM
16QAM
Channel Type
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
CM Error Codewords

0

0

EG

Expert

 • 

110.2K Messages

10 months ago

Those values are all well within spec. There's plenty of wiggle room to allow for temperature-induced fluctuations. Were those taken when it was cooler or over 90 degrees ? If it was the former, could you please grab another set when it's over 90 so that we may compare the two conditions. 

2

0

toby2347

Regular Visitor

 • 

16 Messages

These number are taken with temp over 90, it was over 100'f today.

10 months ago

0

XfinityMarcos

Official Employee

 • 

2.3K Messages

 

toby2347, understood, a hard reset is usually the best first step you can take. 100+ is pretty toasty out, I'm in AZ so I know all about the heat lol. Let's take a closer look into this together and try some targeted troubleshooting steps. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right? Here's the detailed steps to direct message us:
  • Click "Sign In" if necessary
  • Click the "Direct Message” icon (upper right corner of this page)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
  • Type your message in the text area near the bottom of the window
• Press Enter to send your message

 

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
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

10 months ago

0

XfinityMarcos

Official Employee

 • 

2.3K Messages

10 months ago

Thanks for taking the time to reach out to our Forum and grab those stats toby2347. There could be other factors in play besides the heat, but I can help every step of the way. To make sure we're on the same page, are there any troubleshooting steps you've taken on your end? That way we can possibly avoid repeat steps. Also, I appreciate the help you provide to our community @Again.

 

2

0

toby2347

Regular Visitor

 • 

16 Messages

Main we do a modem power unplug and a reboot.

Also called xfinity today and they did a reboot also.

10 months ago

0

EG

Expert

 • 

110.2K Messages

@XfinityMarcos​ 

It's not @Again..... It's @EG 

Tally-ho... All yours... Have fun...

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
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
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
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

10 months ago

0

forum icon

New to the Community?

Start Here