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Internet keeps cutting out everyday!

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New Poster

Re: Internet keeps cutting out everyday!

I think there may be an extra splitter connected to the coax cable coming into where the computer/modem is, but it’s been there for years, and the internet was fine before this. 

Official Employee

Re: Internet keeps cutting out everyday!

Hi thegr8rambino. I can assist with further troubleshooting your internet connectivity issues. I can also help you get a technician visit scheduled if needed. To get started, please send me a private message and include your full name and account primary phone number so I can assist you.

 

To send me a private message click my name (ComcastJoeTru) to view my profile. Then click "Send a message" and private message me.

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Diamond Problem Solver

Re: Internet keeps cutting out everyday!

Some of the downstream channel power levels and SNR's are out of spec and they may be intermittently fluctuating even farther out of spec. . That can cause random disconnects, spontaneous re-booting of the modem, and speed and latency problems.

In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.


New Poster

Re: Internet keeps cutting out everyday!

I have a TP-LINK TC7610 cable modem, a Tenda AC18 wireless router, I haven't had a comcast tech visit yet about this, and I don't know what the lights on the modem are doing when this happens because I'm usually not around when it happens. The lights are all normal but I can't access the internet. And I have attached a screenshot of my modem's signal levels and stuff.
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Diamond Problem Solver
New Poster

Internet keeps cutting out everyday!

Since the beginning of last week I have noticed almost everyday when I come to use the computer, I can't access any website. I have to power cycle both my modem and router to get it working again, only to have the problem come back the next day. I have tried resetting both my router and modem to default settings, done ipconfig /reset /renew /release, called Comcast and the lady told me I should call the manufacturer of my modem (TP-LINK), only to have them tell me that it's a physical connection issue with Comcast since the system log on my modem is saying T3 time-out. I would really appreciate if someone could tell me what is going on, and whether it's something I can do on my end, or that Comcast/xfinity needs to do on their end. Thank you Smiley Happy
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