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user_a8fc99
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Monday, February 7th, 2022

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What would make my internet cut out every day around the same time?

Hello,

Every day like clockwork my internet cuts out around 9:00 – 9:30AM and often again around Noon. Sometimes the modem reboots after a minute and we're back in business, other times I manually unplug it from the wall. Afternoons and evenings are generally fine, with the occasional hiccup in the evening. Note that we rarely ever use ethernet so unsure if it's WiFi or the entire router dropping.

This all has made working from home particularly challenging. It's been going on for a few weeks now.

Anything more I can do on my end to help troubleshoot? I've seen similar posts and checked my Downstream / Upstream stats and from what I can tell they look to be acceptable ranges. There seem to be no System Logs and only a few Event Logs, one of which I've posted below.

[Wifi][3728]: WiFi radio Radio1 is set to UP 2022/2/7 09:11:34 Notice
[Harvester][3728]: Harvester StartRadioTrafficHarvesting Starting Thread to start RadioTraffic Data Harvesting 2022/2/7 09:10:41 Notice
[Harvester][3728]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting 2022/2/7 09:10:41 Notice



Coincidentally, as I'm writing this post my internet has dropped again, however, the XFINITY Network uptime says 1h: 47m: 50s.



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3 years ago

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user_a8fc99

Visitor

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7 Messages

3 years ago

Holy moly, thanks to your reply @Mhughes32 I realized I never closed the loop here. Sorry to the community for that!

Thanks to the help of @EG I DM'd @XfinityCassandra  and was able to have a technician come out the following morning. The technician was AWESOME. He quickly determined the root of the problem — very old cable lines in my apartment that had water damage. He straight away ran a new cable — from somewhere outside, up onto the roof I believe, I'm unsure of the details, but he took care of everything swiftly. And I've had a really solid connection ever since. I also received a follow up call 2 days later that verified everything was working smoothly.

Thanks again for all of the help here. Despite my frustrations with the intermittent service, I'm really happy with the whole process.

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Mhughes32

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2 Messages

@user_a8fc99​ thanks so much my friend. I will do the same and hope for an easy resolution

3 years ago

0

EG

Expert

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112.8K Messages

4 years ago

Please post those modem's signal status values. 

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.


What is the exact make and model number of the modem / gateway device ?

For a test, does a computer / device that is hardwired directly to the router / gateway device with an ethernet cable have the same problem ?

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user_a8fc99

Visitor

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@EG​ 

Hello and thank you for the swift reply! Really appreciate what you do for the community here.



I think I've provided everything you asked for below. Is SNR listed elsewhere besides in the Downstream info? 

I'm using the CGM4331COM gateway — which I believe is known as the XB7.

Good call on the ethernet test. Not sure. I'll connect a device via ethernet and test next time the internet drops.

Downstream
Channel Bonding Value
Index
20
17
18
19
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
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
561 MHz
543 MHz
549 MHz
555 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
639 MHz
645 MHz
651 MHz
657 MHz
663 MHz
669 MHz
675 MHz
681 MHz
687 MHz
693 MHz
699 MHz
705 MHz
711 MHz
717 MHz
723 MHz
850000000
SNR
39.2 dB
43.6 dB
43.4 dB
39.3 dB
41.6 dB
42.5 dB
42.3 dB
43.4 dB
43.4 dB
43.1 dB
44.1 dB
43.0 dB
43.2 dB
43.8 dB
43.8 dB
43.9 dB
43.7 dB
43.3 dB
43.1 dB
43.6 dB
43.0 dB
43.9 dB
42.1 dB
43.6 dB
43.0 dB
43.8 dB
43.6 dB
42.8 dB
43.9 dB
43.6 dB
43.5 dB
42.8 dB
Power Level
4.5 dBmV
4.3 dBmV
4.4 dBmV
4.7 dBmV
4.6 dBmV
4.3 dBmV
4.7 dBmV
4.9 dBmV
5.2 dBmV
5.2 dBmV
4.9 dBmV
4.6 dBmV
4.6 dBmV
5.0 dBmV
5.3 dBmV
5.1 dBmV
4.9 dBmV
4.6 dBmV
4.7 dBmV
4.7 dBmV
5.0 dBmV
5.1 dBmV
4.8 dBmV
4.5 dBmV
4.2 dBmV
4.5 dBmV
4.6 dBmV
5.0 dBmV
5.1 dBmV
4.6 dBmV
4.3 dBmV
2.9 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
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
16 MHz
22 MHz
29 MHz
35 MHz
Symbol Rate
5120
5120
5120
5120
Power Level
42.0 dBmV
42.0 dBmV
43.0 dBmV
43.5 dBmV
Modulation
QAM
QAM
QAM
QAM
Channel Type
ATDMA
ATDMA
ATDMA
ATDMA


Thanks again

4 years ago

0

EG

Expert

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112.8K Messages

4 years ago

Quite welcome ! It's why I lurk ! 😊

The SNR's are there. The stat values were good at that snapshot in time. Awaiting the results of the hardwire test.

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user_a8fc99

Visitor

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7 Messages

4 years ago

It's likely the connection won't drop until sometime tomorrow (9ish PST), but I'll post as soon as anything happens!

…something about a watched pot never boiling… 🤔

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EG

Expert

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112.8K Messages

4 years ago

This is good ! Things like this should be given ample time to see anyway !

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user_a8fc99

Visitor

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7 Messages

4 years ago

Okay, so following up here…

Internet cut out just before 9AM this morning. The computer I connected via ethernet had no connection during this time. And the internet wouldn't come back until I manually unplugged.

That's the latest!

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EG

Expert

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112.8K Messages

@user_a8fc99​ 

O/k, so even though the signal stats looked o/k at that snapshot in time, something is going on. Perhaps there is intermittent 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 (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 for those upstream receive signal stats.

You should get a reply here in your topic. Good luck !

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

4 years ago

CCCassandra

Problem Solver

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502 Messages

Hi @user_a8fc99 ! I'm so sorry you're seeing this connection drop! I've had a similar experience myself in the past, so I understand how annoying it is. We can definitely help with checking into this right here as experts! Can you please send our team a direct message with your first and last name and address?

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon (top right corner)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

I no longer work for Comcast.

4 years ago

user_a8fc99

Visitor

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7 Messages

Sent! Sorry for the delay here. I didn't see these replies coming to my Emails :) 

4 years ago

0

user_a8fc99

Visitor

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7 Messages

@EG​ Thanks, by the way, EG! Hopefully we can sort this out. Very much appreciated.

4 years ago

0

EG

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112.8K Messages

@user_a8fc99​ 

Quite 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

4 years ago

Mhughes32

Visitor

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2 Messages

3 years ago

Hi all I am experiencing the exact same issue, how did you resolve it?

1

EG

Expert

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112.8K Messages

@Mhughes32​ 

Please create a new topic of your own here on this board detailing your issue. Thanks.

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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