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CONSTANTLY without internet and signal drops!!!

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Frequent Visitor

CONSTANTLY without internet and signal drops!!!

 
I have CONSTANT and repeated drops in internet to where there is NO signal and the modem re-boots itself. On top of this, I have a 200/240mbps plan where for as long as I can remember, on average, we do not have more than 16mbps download speeds. We pay A LOT of money for this service and it NEVER works.

 

After calling Comcast so many times we have lost count, and spent so many hours on hold and speaking with customer service representatives, and unplugging and plugging back in power coords repeatedly with zero resolve... We have now have had 5 techs come to my home (a condo). One tech said there was nothing he could do because he didn't have a ladder, one tech replaced some cables from the box on our outside wall which is where the line that runs to the inside of our home comes from as well as all the splitters and cables inside, he did comparisons of my modem which is an Arris SB6183 - which should out perform any Comcast branded modem, did speed tests directly from my router which is a Netgear Nighthawk AC1900, and then finally recomended to switch to the Comcast supplied modem/router combo which we did to see if the problems persisted. Hours after this, the internet once again dropped signal and rebooted itself. This has reached a point where its becoming extremely stressful in order to complete any work because whenever we need the internet, it always seems to be down. I have lived in my home now for just over a year and have been dealing with this since day one. There has NOT been a day where we dont encounter these issues... The tech just left again after doing nothing but requesting another service tech to look at (replace?) the line that comes from the source and to my building and I made sure to have him replace the comcast modem with my own again since that hadn't made the slightest bit of difference.

 

 

Status and charts posted below...

 

This issue needs to be resolved and resolved quickly.

Frequent Visitor

Re: CONSTANTLY without internet and signal drops!!!

Diamond Problem Solver

Re: CONSTANTLY without internet and signal drops!!!

I'm going to try escalating your ongoing issue to the Comcast corporate employees that are available to these boards. You should get a reply here in your topic. Good luck !

Frequent Visitor

Re: CONSTANTLY without internet and signal drops!!!

 

FYI

 

 

traceroute to e7010.dscg.akamaiedge.net (104.87.147.235), 64 hops max, 72 byte packets

1  192.168.1.1 (192.168.1.1)  1.225 ms  1.033 ms  0.941 ms

2  96.120.104.69 (96.120.104.69)  8.979 ms  10.659 ms  11.016 ms

3  162.151.75.137 (162.151.75.137)  9.433 ms  9.695 ms  10.530 ms

4  ae-1-0-sur03.arlington.va.bad.comcast.net (68.86.204.221)  10.427 ms  35.261 ms  9.565 ms

5  ae-53-ar01.capitolhghts.md.bad.comcast.net (68.86.204.217)  10.311 ms  9.679 ms  11.403 ms

6  be-33657-cr02.ashburn.va.ibone.comcast.net (68.86.90.57)  13.503 ms  14.935 ms  15.556 ms

7  hu-0-10-0-7-pe07.ashburn.va.ibone.comcast.net (68.86.86.54)  13.276 ms  12.374 ms  14.983 ms

8  50.242.149.254 (50.242.149.254)  12.967 ms  11.796 ms  12.226 ms

9  bu-ether33.asbnva1611w-bcr00.tbone.rr.com (66.109.6.182)  15.326 ms  15.677 ms  15.249 ms

10  0.ae1.pr1.dca10.tbone.rr.com (107.14.17.202)  12.743 ms  12.630 ms  26.125 ms

11  a104-87-147-235.deploy.static.akamaitechnologies.com (104.87.147.235)  11.653 ms  11.439 ms  20.006 ms

 

 

Test with IPv4 DNS record  
ok (0.082s) using ipv4
Test with IPv6 DNS record  
bad (0.024s)
Test with Dual Stack DNS record  
ok (0.102s) using ipv4
Test for Dual Stack DNS and large packet  
ok (0.079s) using ipv4
Test IPv4 without DNS  
ok (0.076s) using ipv4
Test IPv6 without DNS  
bad (0.004s)
Test IPv6 large packet  
bad (0.049s)
Test if your ISP's DNS server uses IPv6  
ok (0.127s) using ipv4
Find IPv4 Service Provider  
ok (0.157s) using ipv4 ASN 7922
Find IPv6 Service Provider  
bad (0.041s)

 

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel   Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK  
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed  


 

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked QAM256 24 657000000 Hz 0.8 dBmV 39.6 dB 425 589
2 Locked QAM256 1 519000000 Hz 3.0 dBmV 41.2 dB 653 864
3 Locked QAM256 2 525000000 Hz 2.9 dBmV 41.0 dB 547 799
4 Locked QAM256 3 531000000 Hz 2.8 dBmV 40.8 dB 548 875
5 Locked QAM256 4 537000000 Hz 2.4 dBmV 40.5 dB 526 761
6 Locked QAM256 5 543000000 Hz 2.1 dBmV 40.3 dB 498 721
7 Locked QAM256 6 549000000 Hz 1.8 dBmV 40.3 dB 520 618
8 Locked QAM256 7 555000000 Hz 1.8 dBmV 40.2 dB 508 769
9 Locked QAM256 8 561000000 Hz 1.7 dBmV 40.2 dB 537 692
10 Locked QAM256 9 567000000 Hz 1.6 dBmV 40.2 dB 489 785
11 Locked QAM256 10 573000000 Hz 1.7 dBmV 40.2 dB 549 789
12 Locked QAM256 11 579000000 Hz 1.6 dBmV 40.2 dB 478 814
13 Locked QAM256 12 585000000 Hz 1.6 dBmV 40.1 dB 400 741
14 Locked QAM256 13 591000000 Hz 1.8 dBmV 40.1 dB 419 691
15 Locked QAM256 14 597000000 Hz 1.7 dBmV 40.1 dB 485 911
16 Locked QAM256 19 627000000 Hz 1.3 dBmV 39.9 dB 368 598

 

 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 2 5120 Ksym/sec 30100000 Hz 46.3 dBmV
2 Locked ATDMA 1 5120 Ksym/sec 36500000 Hz 47.3 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 23700000 Hz 45.3 dBmV
Official Employee

Re: CONSTANTLY without internet and signal drops!!!

Hi IanBucala, apologies for your constant service issues you are experiencing. I will gladly review this further for you, could you please send me a private message with your account information (name on account, address and account number).

 

Thank you

Frequent Visitor

Re: CONSTANTLY without internet and signal drops!!!

Sent you a message.

Official Employee

Re: CONSTANTLY without internet and signal drops!!!

Thank you, I have responded to your private message.

 

 

Frequent Visitor

Re: CONSTANTLY without internet and signal drops!!!

Still poor connections while paying for 200mbps.
IMG_4169.PNG
Official Employee

Re: CONSTANTLY without internet and signal drops!!!

Hi IanBucala, thank you for working with us in private message, if you need assistance in the future please let me know.

 

Thank you