New Poster
•
2 Messages
Re: Internet disconnects
Our internet connection is also terrible, it started deteriorating over the summer, now we have multiple lag spikes and high packet loss several times an hour. It disconnects completely several times a day. Rebooting the router doesn't help. Rebooting the computers and mobile devices doesn't help either. I also can't get through to a support person via the xfinity website, i get stuck in an endless loop of errors such as 'unable to schedule call back' Any help would be much appreciated, these are the modem stats:
|
Downstream
|
Channel Bonding Value | ||||||||||||||||||||||||||||||||
| Index |
1
|
2
|
3
|
4
|
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
|
|
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 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
|
Not Locked
|
Not Locked
|
Not Locked
|
Not Locked
|
Not Locked
|
Not Locked
|
Not Locked
|
Not Locked
|
|
| Frequency |
543.00 MHz
|
483.00 MHz
|
489.00 MHz
|
495.00 MHz
|
507.00 MHz
|
513.00 MHz
|
519.00 MHz
|
525.00 MHz
|
531.00 MHz
|
549.00 MHz
|
555.00 MHz
|
561.00 MHz
|
567.00 MHz
|
573.00 MHz
|
579.00 MHz
|
585.00 MHz
|
591.00 MHz
|
597.00 MHz
|
603.00 MHz
|
609.00 MHz
|
615.00 MHz
|
621.00 MHz
|
627.00 MHz
|
633.00 MHz
|
|
|
|
|
|
|
|
|
|
| SNR |
37.64 dB
|
37.64 dB
|
37.64 dB
|
38.98 dB
|
37.64 dB
|
37.64 dB
|
37.36 dB
|
37.64 dB
|
37.36 dB
|
37.64 dB
|
37.36 dB
|
37.36 dB
|
37.64 dB
|
37.36 dB
|
37.64 dB
|
37.64 dB
|
37.36 dB
|
37.36 dB
|
37.36 dB
|
37.36 dB
|
37.36 dB
|
36.61 dB
|
37.36 dB
|
36.61 dB
|
|
|
|
|
|
|
|
|
|
| Power Level |
8.00 dBmV
|
9.30 dBmV
|
8.60 dBmV
|
8.20 dBmV
|
7.90 dBmV
|
7.70 dBmV
|
8.00 dBmV
|
7.60 dBmV
|
8.30 dBmV
|
7.20 dBmV
|
7.70 dBmV
|
7.40 dBmV
|
7.40 dBmV
|
7.00 dBmV
|
7.50 dBmV
|
7.20 dBmV
|
7.50 dBmV
|
6.60 dBmV
|
7.20 dBmV
|
6.50 dBmV
|
6.50 dBmV
|
5.60 dBmV
|
6.20 dBmV
|
5.80 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
|
|
|
|
|
|
|
|
|
|
|
Upstream
|
Channel Bonding Value | ||||||||
| Index |
1
|
2
|
3
|
4
|
5
|
6
|
7
|
8
|
|
|---|---|---|---|---|---|---|---|---|---|
| Lock Status |
Locked
|
Locked
|
Locked
|
Locked
|
Not Locked
|
Not Locked
|
Not Locked
|
Not Locked
|
|
| Frequency |
30.10 MHz
|
23.70 MHz
|
17.30 MHz
|
36.50 MHz
|
|
|
|
|
|
| Symbol Rate |
5120 KSym/s
|
5120 KSym/s
|
5120 KSym/s
|
5120 KSym/s
|
|
|
|
|
|
| Power Level |
41.75 dBmV
|
41.25 dBmV
|
40.75 dBmV
|
42.75 dBmV
|
|
|
|
|
|
| Modulation |
64 QAM
|
64 QAM
|
64 QAM
|
64 QAM
|
|
|
|
|
|
| Channel Type |
DOCSIS2.0 (ATDMA)
|
DOCSIS2.0 (ATDMA)
|
DOCSIS2.0 (ATDMA)
|
DOCSIS2.0 (ATDMA)
|
|
|
|
|
|
| CM Error Codewords |
EG
Expert
•
111.5K Messages
6 years ago
0
0
kurt5
New Poster
•
2 Messages
6 years ago
EG, thank you very much for your time. When I open the admin console in my browser and navigate to Troubleshooting > Logs all of the logs appear to be empty. I see a drop-down with System, Firewall and Event logs, i select to view the past 90 days for each, but no records appear. I also don't see a way to view them via https://customer.xfinity.com. Is this because I'm renting a modem from Comcast and they've restricted my access to manage the device?
0
0
EG
Expert
•
111.5K Messages
6 years ago
O/k we've seen many posts here recently indicating that they have now blocked the end user from accessing the error logs in the Comcast supplied gateway devices. A BIG mistake in my opinion......
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
0
Xfinity_Support
Official Employee
•
1K Messages
6 years ago
Hello, kurt5! Thank you for reaching out to us. Our team can definitely check your account and see if there are any issues with the RF signal levels that causing constant disconnects. Please send us a private message with your first and last name. Click on Comcast_Support, then click on Send a Message.
0