U

Visitor

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4 Messages

Mon, Jun 14, 2021 4:42 PM

Unreliable Internet - Frequent disconnection and slow speeds

I am extremely frustrated with my internet.  Since the beginning of May I have been having frequent disconnections and poor performance.  I have repeatedly gone through the typical trouble shooting cycle of having an Xfinity tech look at my connection remotely, and reset my modem.  When this did not correct the problem a technician was sent to look at the physical connection.  He could not find any problems when it was working, but when it was not working he could of course not see my modem.

I have been using my own equipment since I opened this account two years ago and never had problems until May.  The technician suspected my equipment and recommended that I purchase a new Modem/Voice/Wifi combo to see if that eliminated the problem. I purchased the exact device that was recommended and problem still persists. 

At this point the connection to my home has been inspected and nothing found, and xfinity blamed my equipment.  Now I have replaced all of my equipment and the internet is still unreliable.  When I try to trouble shoot the problem with customer service we just end up doing the same cycle of resetting the modem and it works until it stops working a short time later.  

I need a more in depth investigation to get this problem resolved or it's just not worth paying for this service.  I will be returning the $200 equipment that didn't fix anything for me.  

This post was escalated on June 30, 2021 by EG

Responses

EG

Expert

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88K Messages

2 m ago

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 ?

EG

Expert

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88K Messages

1 m ago

First. My apologies for losing track of your thread. :-( The signal stats are o/k but the error log entries indicate that 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 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 !

(edited)

Visitor

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4 Messages

1 m ago

@EG 

Thanks for escalating, I'm looking forward to hearing what they find.  What's the typical response time for that team?

Additionally here are some logs from my router that correspond with the internet dropping.

31 Jul 3 16:17:26 DHCP WARNING DHCPS:lease host name not found
30 Jul 3 16:17:26 DHCP INFO DHCPS:Recv DISCOVER from 70:2C:09:6C:7A:68
29 Jul 3 16:17:15 DHCP INFO DHCPS:Send ACK to 192.168.0.106
28 Jul 3 16:17:15 DHCP INFO DHCPS:Recv REQUEST from 70:2C:09:6C:7A:68
27 Jul 3 16:17:15 DHCP INFO DHCPS:Send OFFER with ip 192.168.0.106

I typically release and renew the dynamic IP to get reconnected.  This happens several times a day.

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