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Shambaka
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Regular Visitor

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5 Messages

Tuesday, July 20th, 2021 11:39 PM

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Random disconnects happening everyday.

Comcast internet keeps disconnecting randomly multiple times a day. When it happens entire internet goes out plus phone line. The disconnect also makes it unable to change TV channels or pull up tv guide. Resetting modem doesn't really fix problem as the disconnects are still happening.  

Question

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Updated 

3 years ago

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EG

Expert

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107.9K Messages

3 years ago


Start with the modem's signal stats. Perhaps they already are, or they are close to being out of spec and intermittently they go completely of spec. 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 ?


Are there any modem component RF error log entries being shown ? If so, please post them as well in their entirety.

0

0

Shambaka

Regular Visitor

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5 Messages

3 years ago

Downstream
 Channel Bonding Value
Index
13
1
2
3
4
5
6
7
8
9
10
11
12
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
33
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
Frequency
519 MHz
441 MHz
453 MHz
459 MHz
465 MHz
471 MHz
477 MHz
483 MHz
489 MHz
495 MHz
501 MHz
507 MHz
513 MHz
525 MHz
531 MHz
537 MHz
543 MHz
555 MHz
561 MHz
567 MHz
573 MHz
579 MHz
585 MHz
591 MHz
597 MHz
603 MHz
609 MHz
615 MHz
621 MHz
627 MHz
633 MHz
693000000
SNR
43.1 dB
43.3 dB
43.3 dB
43.3 dB
43.3 dB
43.2 dB
43.3 dB
43.3 dB
43.2 dB
43.2 dB
43.2 dB
43.1 dB
43.3 dB
43.1 dB
43.0 dB
43.1 dB
43.0 dB
43.1 dB
43.1 dB
43.1 dB
43.1 dB
43.1 dB
43.1 dB
43.0 dB
43.3 dB
43.1 dB
43.1 dB
43.1 dB
43.2 dB
43.2 dB
43.0 dB
NA
Power Level
-1.9 dBmV
-1.9 dBmV
-1.9 dBmV
-1.8 dBmV
-1.9 dBmV
-1.8 dBmV
-1.7 dBmV
-1.7 dBmV
-1.8 dBmV
-1.7 dBmV
-1.7 dBmV
-1.7 dBmV
-1.7 dBmV
-1.9 dBmV
-1.9 dBmV
-1.8 dBmV
-1.9 dBmV
-1.9 dBmV
-1.8 dBmV
-1.9 dBmV
-1.8 dBmV
-1.8 dBmV
-1.8 dBmV
-1.8 dBmV
-1.1 dBmV
-1.2 dBmV
-1.4 dBmV
-1.4 dBmV
-1.2 dBmV
-1.3 dBmV
-1.3 dBmV
NA
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
OFDM
Upstream
 Channel Bonding Value
Index
1
2
3
4
Lock Status
Locked
Locked
Locked
Locked
Frequency
36 MHz
30 MHz
23 MHz
17 MHz
Symbol Rate
5120
5120
5120
5120
Power Level
43.3 dBmV
43.8 dBmV
42.8 dBmV
43.0 dBmV
Modulation
QAM
QAM
QAM
QAM
Channel Type
ATDMA
ATDMA
ATDMA
ATDMA

model: CGM4331COM                       make/vendor : technicolor  it is white xfi modem from comcast

wifi/phone/cable

not sure where to find RF error log entries or signal stats

4

0

XfinityMary

Official Employee

 • 

271 Messages

Good afternoon, @Shambaka! I appreciate you taking the time to reach out about the internet connection issues that you have been experiencing lately. I am sorry to hear about the disconnects you are dealing with, It is important to us that you receive the best connection possible. Let's look further into your account to find a solution. Can you please send us a Private Chat Message with your first and last name along with your service address so we can help? I look forward to assisting!

 

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 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

3 years ago

PTAZ44

New Poster

 • 

4 Messages

I am having same issue

3 years ago

lyndb

New Poster

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7 Messages

@PTAZ44  Me too.   Daily disconnects.

3 years ago

0

lyndb

New Poster

 • 

7 Messages

@ComcastMary  Thanks.  I just tried chat, and I got a message that it's not currently possible to chat with an agent.  I'll try again, later.  Also, interestingly, the chatbot indicated that my device is offline, even though I was chatting using my device.

3 years ago

0

EG

Expert

 • 

107.9K Messages

3 years ago

@Shambaka wrote: "not sure where to find RF error log entries or signal stats"

Well you just posted the signal stat figures and they are good / in spec. 

We've seen many posts here recently indicating that they have now blocked the end-user from accessing the modem component's RF signal error log entries in the Comcast supplied gateway devices. A BIG mistake in my opinion...... So forget about locating them....

So, the signal stats are o/k but perhaps there is noise ingress into the line(s) /  an upstream channel-return path impairment somewhere.


There are other signal stat figures 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 that are available to these boards. They will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !

0

lyndb

New Poster

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7 Messages

3 years ago

I also am having a daily disconnect problem.   Disconnects usually happen in the a.m.  I lose connection to the internet for about 30 sec., and then my modem (my own Arris SB8200) reconnects again.   Rebooting my modem does not seem to help.

(edited)

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PTAZ44

New Poster

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4 Messages

3 years ago

I am having same issues.  Told me I needed a new modem.  Bought a new recommended modem and still have slow speeds and drops

0

0

EG

Expert

 • 

107.9K Messages

3 years ago

@lyndb @PTAZ44 

Please create a new topic of your own here on this board detailing your issues and I will attempt to assist you there. Please do not hijack someone else's help thread in progress please. Thank you.

2

lyndb

New Poster

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7 Messages

@EG  Thanks, but I got help from a Comcast tech.

3 years ago

0

EG

Expert

 • 

107.9K Messages

@lyndb

O/k you're welcome !

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

3 years ago

0

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