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Internet drops at least 10 times daily

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Frequent Visitor

Internet drops at least 10 times daily

I've been having these issues for over a year now, if not two. The internet randomly drops throughout the day. Some times the "Online" light on the modem will go out when the internet drops, some times it drops and no light changes. I've called a tech out to help and he said everything looks great, including the signals. I tried tightening all the connectors throughout my home as he recommended. I am unable to check my Firewall Logs possibly due to an issue with the firmware or hardware. I don't know what to do anymore. Could the modem be causing the issue? This issue started occurring maybe a month or so after we purchased a new modem and moved it to the second floor of our house.

 

HW Version:9.0
Vendor:ARRIS Group, Inc.
BOOT Version:4.2.0.39
Core Version:10.1.25
Model:TG1682G
Product Type:XB3
Flash Part:256 MB
Download Version:10.1.25.SIP.PC20.CT
Downstream
Channel Bonding Value
Index
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
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
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Frequency
591.00 MHz
465.00 MHz
471.00 MHz
477.00 MHz
483.00 MHz
489.00 MHz
495.00 MHz
501.00 MHz
507.00 MHz
513.00 MHz
519.00 MHz
525.00 MHz
531.00 MHz
543.00 MHz
549.00 MHz
555.00 MHz
561.00 MHz
567.00 MHz
573.00 MHz
579.00 MHz
585.00 MHz
597.00 MHz
603.00 MHz
609.00 MHz
               
SNR
40.37 dB
40.95 dB
40.95 dB
40.95 dB
40.95 dB
40.37 dB
40.37 dB
40.37 dB
40.95 dB
40.37 dB
40.95 dB
40.95 dB
40.95 dB
40.95 dB
40.37 dB
40.37 dB
40.95 dB
40.95 dB
40.37 dB
40.95 dB
40.95 dB
40.37 dB
40.37 dB
40.37 dB
               
Power Level
-0.80 dBmV
0.20 dBmV
0.30 dBmV
0.20 dBmV
0.00 dBmV
0.00 dBmV
0.00 dBmV
-0.10 dBmV
-0.40 dBmV
-0.60 dBmV
-0.60 dBmV
-0.40 dBmV
-0.40 dBmV
-0.40 dBmV
-0.30 dBmV
-0.50 dBmV
-0.70 dBmV
-0.90 dBmV
-0.40 dBmV
-0.30 dBmV
-0.70 dBmV
-0.80 dBmV
-0.60 dBmV
-0.50 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
               
Upstream
Channel Bonding Value
Index
1
2
3
4
5
6
7
8
Lock Status
Locked
Locked
Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Frequency
23.00 MHz
29.40 MHz
35.80 MHz
         
Symbol Rate
5120 KSym/s
5120 KSym/s
5120 KSym/s
         
Power Level
46.50 dBmV
46.50 dBmV
46.50 dBmV
         
Modulation
64 QAM
64 QAM
64 QAM
         
Channel Type
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
         

 

CM Error Codewords
   
Unerrored Codewords
330495864
480320614
456418077
480326742
480329645
480331338
480328397
480331444
480325168
480330931
480339911
480340168
480341129
480347776
480352112
480353620
480354929
480360588
480356927
480365191
480360614
480367863
480368835
480371810
   
Correctable Codewords
159
347
43
264
196
148
158
415
282
620
139
358
190
188
160
357
136
269
70
188
134
62
198
235
   
Uncorrectable Codewords
738
2127
626
1221
81
125
186
2250
1128
2959
74
1002
1042
1181
1027
854
46
1086
34
1091
60
25
1041
997
Expert

Re: Internet drops at least 10 times daily

Since you've already had a tech visit....

 

I've asked an employee to check the CMTS for real-time and historical RF signal reports from your modem. They can also check your local node/plant for any degradation or error reports. You can expect a reply in this thread. 


I am not an employee.
Official Employee

Re: Internet drops at least 10 times daily

Hi Inusion, I can look into this further for you on my side.  Please send me a private message with your account information (your name, address and account number).

 

Thank you

Frequent Visitor

Re: Internet drops at least 10 times daily

Hello, and thank you for dropping by to help. I sent the required information to ComcastPhill. Hopefully we can finally pinpoint where the issue is occurring. 

Frequent Visitor

Re: Internet drops at least 10 times daily

The connection has dropped more frequently than ever this morning. I'm willing to estimate it has been down longer than it has been up today. Are you by chance resetting the modem to test everything?

Frequent Visitor

Re: Internet drops at least 10 times daily

I'm super excited to say I think I finally figured out the issue! I traced down the coaxial cable leading to the modem. The coxial cable that leads to the modem was connected to some kind of female-to-male coaxial cable to extend the length to the second floor. I eliminated that cable, moved the modem back to the first floor , and instead routed longer cat 5e cables to the second floor.

 

So far the internet has not went down. I'm willing to bet that was the issue because this is the longest it has ever remained stable. I'll make some edits if the disconnections continue.

 

TL;DR Answer

Removed female-to-male coaxial cable.

 

Spoke too soon. This did not fix the problem. I will say it's disconnecting less frequently than it was yesterday, but it could be a coincidence.

 

 

Frequent Visitor

Re: Internet drops at least 10 times daily

Since removing that additional cable the signal information has changed a little. Power level increased, but uncorrectable errors has increased a lot; does that signify anything? Here's what it looks like now:

 

Downstream
Channel Bonding Value
Index
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
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
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Frequency
591.00 MHz
465.00 MHz
471.00 MHz
477.00 MHz
483.00 MHz
489.00 MHz
495.00 MHz
501.00 MHz
507.00 MHz
513.00 MHz
519.00 MHz
525.00 MHz
531.00 MHz
543.00 MHz
549.00 MHz
555.00 MHz
561.00 MHz
567.00 MHz
573.00 MHz
579.00 MHz
585.00 MHz
597.00 MHz
603.00 MHz
609.00 MHz
               
SNR
40.95 dB
40.37 dB
40.95 dB
40.37 dB
40.95 dB
40.95 dB
40.95 dB
40.37 dB
40.95 dB
40.37 dB
40.37 dB
40.37 dB
40.37 dB
40.37 dB
40.37 dB
40.95 dB
40.95 dB
40.95 dB
40.95 dB
40.95 dB
40.95 dB
40.37 dB
40.95 dB
40.95 dB
               
Power Level
2.50 dBmV
2.70 dBmV
3.00 dBmV
2.90 dBmV
2.50 dBmV
2.60 dBmV
2.60 dBmV
2.60 dBmV
2.70 dBmV
2.30 dBmV
2.20 dBmV
2.30 dBmV
2.60 dBmV
2.90 dBmV
2.60 dBmV
2.60 dBmV
2.50 dBmV
2.10 dBmV
2.40 dBmV
2.50 dBmV
2.30 dBmV
2.30 dBmV
2.30 dBmV
2.60 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
               
Upstream
Channel Bonding Value
Index
1
2
3
4
5
6
7
8
Lock Status
Locked
Locked
Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Frequency
23.00 MHz
29.40 MHz
35.80 MHz
         
Symbol Rate
5120 KSym/s
5120 KSym/s
5120 KSym/s
         
Power Level
40.00 dBmV
44.75 dBmV
42.00 dBmV
         
Modulation
64 QAM
64 QAM
64 QAM
         
Channel Type
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
         
CM Error Codewords
Unerrored Codewords
1686889374
2927254298
2927278304
2927280423
2927271205
2927260367
2927294710
2722990048
2927277397
2927267458
2927295359
2927301158
2927280593
2927302350
2927279625
2282606187
2927307214
2927310588
2774406731
2927299116
2728911726
2927307796
2776767792
2927316181
0
0
0
0
0
0
0
0
Correctable Codewords
770
2156
1791
1509
1510
2189
1289
1585
1800
1620
2277
1288
1668
1582
1948
1220
1264
1191
1672
1417
1194
863
866
1128
0
0
0
0
0
0
0
0
Uncorrectable Codewords
4345
13512
11000
10509
9152
9971
7546
9683
10834
10340
11110
9301
10284
9101
8621
8690
9284
7201
7140
9012
6605
7262
5930
9225
0
0
0
0
0
0
0
0
Frequent Visitor

Re: Internet drops at least 10 times daily

Is it better to edit a post and add these signal stats or post a reply? I've noticed some very interesting changes. There's been a couple of instances where the Upstream Channel stated "Not Locked". The uncorrectables are increasing very fast. The upstream powerlevel also jumped to 53.50 dBmV which I believe is out of spec. The downstream powerlevels fluctuate from 0 to 3 dBmV.

 

Downstream
Channel Bonding Value
Index
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
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
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Frequency
591.00 MHz
465.00 MHz
471.00 MHz
477.00 MHz
483.00 MHz
489.00 MHz
495.00 MHz
501.00 MHz
507.00 MHz
513.00 MHz
519.00 MHz
525.00 MHz
531.00 MHz
543.00 MHz
549.00 MHz
555.00 MHz
561.00 MHz
567.00 MHz
573.00 MHz
579.00 MHz
585.00 MHz
597.00 MHz
603.00 MHz
609.00 MHz
               
SNR
40.37 dB
40.95 dB
40.37 dB
40.95 dB
40.95 dB
40.37 dB
40.95 dB
40.37 dB
40.37 dB
40.95 dB
40.95 dB
40.95 dB
40.37 dB
40.95 dB
40.95 dB
40.95 dB
40.37 dB
40.37 dB
40.37 dB
40.37 dB
40.95 dB
40.95 dB
40.37 dB
40.95 dB
               
Power Level
1.30 dBmV
1.40 dBmV
1.70 dBmV
1.60 dBmV
1.30 dBmV
1.30 dBmV
1.30 dBmV
1.30 dBmV
1.30 dBmV
1.10 dBmV
1.00 dBmV
1.10 dBmV
1.40 dBmV
1.60 dBmV
1.40 dBmV
1.40 dBmV
1.30 dBmV
0.90 dBmV
1.20 dBmV
1.30 dBmV
1.10 dBmV
1.10 dBmV
1.20 dBmV
1.40 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
               
Upstream
Channel Bonding Value
Index
1
2
3
4
5
6
7
8
Lock Status
Locked
Locked
Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Frequency
23.00 MHz
29.40 MHz
35.80 MHz
         
Symbol Rate
5120 KSym/s
5120 KSym/s
5120 KSym/s
         
Power Level
45.75 dBmV
53.50 dBmV
44.00 dBmV
         
Modulation
64 QAM
64 QAM
64 QAM
         
Channel Type
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
         
CM Error Codewords
Unerrored Codewords
65539306
232195759
78215725
222580780
232197369
232202361
232204273
232203142
232195817
232194387
232207330
232211851
232185637
232196047
232196740
232193846
232216858
225599148
232221849
232217813
232225268
232209454
85594294
232233672
0
0
0
0
0
0
0
0
Correctable Codewords
1632
5547
2495
5764
3946
4595
4935
4115
4296
4940
3590
4214
3378
4619
3571
4472
3210
3285
3794
3079
2716
4223
1497
3959
0
0
0
0
0
0
0
0
Uncorrectable Codewords
10121
29628
19413
30518
23793
29362
28310
31125
31307
28826
28497
26341
28887
26689
25070
28422
26589
20364
23133
19479
22786
20522
12673
23662
0
0
0
0
0
0
0
0

 

Official Employee

Re: Internet drops at least 10 times daily

Hi Inusion, I have responded to your private message.

 

 

 

Thank you

Frequent Visitor

Re: Internet drops at least 10 times daily

My internet connection is perfect now! After speaking to Phil, the Comcast employee, everything has been stable. I don't fully understand, but he said "After reviewing it shows an out of spec upstream received power with a lot of T3 timeouts which indiciates a communication error from your modem to our CMTS." via PM. I don't know if this is relevant, but a little birdie told me that someone may have been busted getting free internet a couple of houses down the street. We stay in a pretty rough neighbourhood so we laughed and kept our lips sealed.

 

Thanks Nerdburg and ComcastPhill!

Official Employee

Re: Internet drops at least 10 times daily

Hi Inusion, thank you for the update and as much as I would like to take credit, this was nothing I did on my side but glad everything is now stable.  Please reach out if you have any questions in the future.

 

Thank you