Outside Cable Connection

Can't see your pic. Since you are a new poster, it needs to be approved by a Forum Admin. That could take some time. In the interim, you could try hosting it at one of those free third-party pic hosting sites like Imgur or Photobucket and post the link to it here.

It really shouldn't be taped up. Waterproof fittings should be being used. Are you actually having any connectivity problems ?

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

Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

What is the exact make and model number of the modem ?

Is this a WiFi connection ?

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@EG wrote:

Can't see your pic. Since you are a new poster, it needs to be approved by a Forum Admin. That could take some time. In the interim, you could try hosting it at one of those free third-party pic hosting sites like Imgur or Photobucket and post the link to it here.

 

It really shouldn't be taped up. Waterproof fittings should be being used. Are you actually having any connectivity problems ?

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@EG Ah, I was wondering why the photo wasn't showing up, thank you for the information! I uploaded the image onto Imgur and posted the link in the original comment, here's the link again - https://i.imgur.com/KvnEv3H.jpg

To answer your question, yes we are having connectivity problems. The internet will randomly disconnect throughout the day. Some days it happens all through the day, other days it can be perfectly fine. It seems to occour more during peak hours, around 5PM - 10PM. Disconnection time can be a few seconds to a few minutes.

I am using a Comcast modem/router combination too and as far as I can tell, nothing seems to be connected incorrectly and the network is setup properly.

As an additional test, does a computer hardwired directly to the 1682 with an ethernet cable have the same problem ?

@EG Yes, this is a WiFi connection. Here is the requested info,

Modem Information:

     Vendor: Arris Group Inc

     Model: TG1682G

     Product Type: XB3

Downstream Power Level

Upstream Power Level

Signal to Noise Ratio

@EG

Direct hardwire connection yeilded the same resutls. No interent connection availalbe. 

I was able to grab a few of the same metrics while the internet was out. Not sure if this helps at all,

Downstream Power

Someone has bypassed the ground block and the MoCA filter and added some electrical tape as a weather seal. I'm not saying that's what's causing your issue, but it's not up to code and should be fixed. You should get a tech to replace those connectors, and install the ground block correctly. 

@BDeacon 

My apologies for losing track of this thread.. I see your pic now and fully agree with @Nerd ! Good luck !

@Nerd @EG I have attempted to contact Comcast and explained my situation to them to multiple reps and even offered to send them pictures and mentioned having a tech come out to look at what's going on outside. Unfortunately they said they were not going to be sending a tech out both times, or were going to charge me money for making the repair, which I know is not something I am responsible for. This is when I came to the forums to post things.

I can try calling again, but this would be my third to fourth time calling them without any results. Is there another way to get Comcast to visually see what's going on?

Hello @BDeacon, thanks for reaching out on our Forums. I offer my deepest apologies for the delay in responding back to you. I'm sorry to hear about your experience with this when calling into us. I would be more than happy to assist you with further looking into your connection issues as well as, getting a tech scheduled out. I see you have already sent me a private message and I will respond promptly. 

@ComcastAmira Sent you a message! Just wanting to follow up to make sure it's been received.

@BDeacon, I have received your private message and I will respond promptly. Thank you!

I've had 2 technicians come to my house to install new service and they both told me different stories about how they can replace the old cable coming into my house from the outside wires on the poles.

One told me they would have to go into the neighbor's yard, then when I arranged this, the new technician told me I would have to cut some of my trees that were in the way. How can I schedule an expert that can evaluate what can be done in my backyard to install the new cable?