Need support on disconnections for 6-10seconds every 10min

Its been very annoying to have videoconferences and gaming. Videoconferences lag and gaming disconnects. I tried already:

Turning off wifi to reduce load on the modem
Wired connections
Restarting
Power cycle for 10min
Factory Reset

Please help

The connection is fine but every 10min disconnects for 6-10 seconds. This started happening around 12 days ago.

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EG

Expert

•

119.3K Messages

1 day ago

What do the modem's signal status 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.

What is the exact make and model number of the modem / gateway device ?

1

0

U

Downstream	Channel Bonding Value
Channel ID	4	1	2	3	5	6	7	8	9	10	11	12	13	14	15	16	17	18	19	20	21	22	23	24	25	26	27	28	29	30	31	32	193	194
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	Locked
Frequency	399 MHz	381 MHz	387 MHz	393 MHz	405 MHz	411 MHz	417 MHz	423 MHz	429 MHz	435 MHz	441 MHz	447 MHz	453 MHz	459 MHz	465 MHz	471 MHz	477 MHz	483 MHz	489 MHz	495 MHz	501 MHz	507 MHz	513 MHz	519 MHz	525 MHz	531 MHz	537 MHz	543 MHz	549 MHz	555 MHz	561 MHz	567 MHz	722000000	957000000
SNR	46.0 dB	46.2 dB	46.1 dB	46.0 dB	46.1 dB	45.3 dB	46.0 dB	45.9 dB	46.0 dB	46.0 dB	45.9 dB	45.8 dB	45.9 dB	45.8 dB	45.8 dB	45.9 dB	45.8 dB	45.7 dB	45.8 dB	45.7 dB	45.8 dB	45.6 dB	45.6 dB	45.6 dB	45.6 dB	45.5 dB	45.5 dB	45.3 dB	45.4 dB	45.2 dB	45.3 dB	45.2 dB	44.2 dB	43.1 dB
Power Level	0.7 dBmV	0.6 dBmV	0.7 dBmV	0.6 dBmV	0.7 dBmV	0.6 dBmV	0.6 dBmV	0.6 dBmV	0.6 dBmV	0.6 dBmV	0.6 dBmV	0.6 dBmV	0.6 dBmV	0.6 dBmV	0.5 dBmV	0.6 dBmV	0.5 dBmV	0.6 dBmV	0.6 dBmV	0.5 dBmV	0.5 dBmV	0.5 dBmV	0.6 dBmV	0.6 dBmV	0.6 dBmV	0.7 dBmV	0.7 dBmV	0.8 dBmV	0.8 dBmV	0.9 dBmV	0.9 dBmV	0.9 dBmV	0.5 dBmV	0.3 dBmV
Modulation	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	OFDM	OFDM

Upstream	Channel Bonding Value
Channel ID	17	18	19	20	43
Lock Status	Locked	Locked	Locked	Locked	Locked
Frequency	16 MHz	22 MHz	29 MHz	35 MHz	36 MHz
Symbol Rate	5120	5120	5120	5120	0
Power Level	43.3 dBmV	43.8 dBmV	44.3 dBmV	44.8 dBmV	39.2 dBmV
Modulation	QAM	QAM	QAM	QAM	OFDMA
Channel Type	ATDMA	ATDMA	ATDMA	ATDMA	TDMA

CM Error Codewords
Channel ID	4	1	2	3	5	6	7	8	9	10	11	12	13	14	15	16	17	18	19	20	21	22	23	24	25	26	27	28	29	30	31	32	193	194
Unerrored Codewords	3821901153	1331334195	1331344147	1331348516	1331363527	1331369762	1331374689	1331382798	1331391464	1331401048	1331406199	1331458556	1331417826	1331433074	1331439536	1331449178	1331454016	1331457101	1331471844	1331527823	1331487118	1331493822	1331501343	1331508728	1331520155	1331527668	1331530922	1331596416	1331550704	1331556855	1331566753	1331570388	3764188078	3821901153
Correctable Codewords	1966522546	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	1206992872	1966522546
Uncorrectable Codewords	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0

EG

Expert

•

119.3K Messages

3 hours ago

The signal status values at that snapshot in time were good. Something is going on. Perhaps there is noise ingress into the line(s) / an upstream channel / return path impairment somewhere.

.There are other signal stat values that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.

I'm going to escalate your issue to the Comcast corporate employees (The Digital Care Team) who are available to these boards. They will be able to poll the CMTS (Cable Modem Termination System) to check for any real-time degradation and / or error reports, see your node / cable plant, and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and those upstream receive signal stats.

You should get a reply here in your topic. Good luck !

0

XfinityOrlandoM

Official Employee

•

3.5K Messages

3 hours ago

@user_edi7il

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user_edi7il

Need support on disconnections for 6-10seconds every 10min

EG

user_edi7il

EG

XfinityOrlandoM

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