What the actual heck?

Is this with a WiFi connection ? If so, for a test, does a computer hardwired directly to the router / gateway device with an ethernet cable have the same problem ?

The whole thing goes down, Wifi and hard lines. On the modem, you can see the WAN light is on, and the rest is off, eventually the the download light blinks and goes solid, then the upload, then finally the internet conection blinks and then returns, but as said, sometimes it can come back in a minute, or it can stay offline for over an hour.

I recently replaced the modem as well, because I thought the issue might have been my previous 15 year old modem, but the issue persists with this brand new one, even after their supposed firmware update in number 3). This leads me to believe the issue is not the hardware or anything within my home. But since contacting comcast custmer support has been useless, I don't know what esle to do 😕

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 ?

As of right now -

Downstream: 33

Upstream: 4

SNR: ~40 depending on channel

it's a Motorola MB8600

Please post a pic or a copy & paste of the entire signal status page. Also post the modem's error log entries.

Pictures don't seem to want to upload correctly, copy/paste seems to do the trick though, in spoiler tags, because they're longish.

Connection:

Error logs:

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) 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 !

Hello @lexgamer, thanks for reaching out on our Forums page. I'm sorry to hear about the connection issues you have been experiencing. I appreciate you posting your signal levels though. I would be more than happy to take a further look into this on my end. To get started, can you please send me a private message including your first and last name as it appears on the account? 

To send me a Private Message, please click my name “ComcastAmira” and click “send a message".

Happy Monday! Had a busy weekend, I'll send you that message right now.

Thanks for sending me a private message! I have received it and responded, I look forward to hearing back from you. 

That stinks.  I am having the same problems that you are having.  I have the Arris 1 gig modem/router.

Wait, bumping is a violation? How do I raise awareness and get answers then? Nevermind, I'll just futher eleborate on my issue then. Please do not delete any more of my posts, it's detrimental to finding a solution when I've provided further information, like the last one you deleted, thank you.

So, why have I not gotten a solution yet? Have you reviewed the data I posted yet?

I've continued to have the problem, what further info would you like from me?

I've provided the information requested via private message, just wondering if there has been any progress made on a fix for me yet?

I'm still seeing outtages at the same frequency and duration.