Contributor
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35 Messages
Recently internet drops and comes back several times a day.
I need help. starting last week we started to noticed the internet would drop and come back throughout the day and night. I first ran a ping to www.google.com and would see it drop off and come back every so often. My current setup is Arris S33 modem to an Apple Airport Extreme. My computer is wired directly into the router and the rest of the house is wireless. We see these issues on booth wired and wireless. So what I did was shut everything down and plugged my computer directly into the modem and powered back up. I still was having the issue with quick drops and come back. I received an email that Comcast was going to be doing service work in my area on 7/17/23 at 7:02am because of an issue in the area, but that didn't seem to resolve the issue. That I received another alert that they were gong to be in my area on 7/20/23 @ 1:03am to fix another issue in my area, but that didn't help either. I called Comcast customer service and after some tests the rep couldn't find any issues and told me because I have my own modem there's not much more she could do. So today I removed the Arris and reinstalled the Motorola MB8600 to see if it was my modem, but that didn't help. I'm convinced it something outside, but I have no way of contacting the local Comcast tech to see what they had to fix outside because it didn't work/
Please help.
EG
Expert
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107.8K Messages
1 year ago
What do the modem's signal stats look like ? Try getting them here; http://192.168.100.1
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.
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EG
Expert
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107.8K Messages
1 year ago
Your post with that pic of the error log entries was marked as being "Private" by the forum software because it contains CM MAC and the CMTS MAC addresses. They are considered to be personal information. The posting of personally identifiable information is a violation of their forum guidelines. Please delete that pic only.
What you can do instead is to copy and paste all of the text (instead of using an image) but you'll need to redact all of the CM MAC and CMTS MAC addresses. The forum bot will not allow your post to be seen publically.
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EG
Expert
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107.8K Messages
1 year ago
No worries ! The error log entries indicate that something intermittent 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 poll the CMTS for those upstream receive signal stats.
You should get a reply here in your topic. Good luck !
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EG
Expert
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107.8K Messages
1 year ago
You need to keep getting the techs re-involved until things get fixed properly. Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. And if the problem is found to be on their side of the demarcation point, there will not be any charge.
Good luck !
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