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Loss Of Internet Every Day

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Contributor

Loss Of Internet Every Day

Hello,

I am constantly having issues with my Internet going out, this has been going on for years. I get several disconnects nearly every day, some are brief, some may last for several hours. I've simply been dealing with it, but recently it seems to be getting worse, and the Internet may be out for several hours. It was out ealier today for awhile as well. I've did all the basic troubleshooting steps I can do, and this is what I've been doing all along. I've even switched to a different DNS server, but I still get disconnects. I am connected to the cable modem by Ethernet cable. There is a wireless router in between, but it's rarley used. Even when the router isn't connected, I still have disconnecting issues. So the router has nothing to do with it. Plus, lights will flash on the cable modem indicating there is a loss of Internet connection, which tells me there is an issue somewhere on Comcast's end.

 

I've provided a little more info below, and if anything else is needed, just let me know. I may lose Internet again, so if I do not respond in a timely manner, you'll know why. And I truly appreciate any help you have to offer. Thank you very much!

 

  • Cable Modem (My own): TP-LINK 7650
  • Connected by Ethernet cable
  • Blast Tier

 

 

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Contributor

Re: Loss Of Internet Every Day

This is absolutely ridiculous, guys! Can anyone please look into this for me? The problem has not gone away! The last few days have been even worse. Internet has been out pretty much all day these last few days, and just came back on not long ago for me to post. When it has came on, it has been briefly. The lights on the cable modem have been flashing, and the message on my network icon reads "No Internet". I have did all the usual troubleshooting steps recommended, and that has not worked at all lately. If you have the ability to look back on my outage history, you will see how frequent this is happening.

 

Like I said in my original post, this is an every day occurance that seems to be getting even worse. 

 

Here is the current info from my modem. 

 

Start Up Procedure


Procedure Status Comment
Acquire Downstream Channel 567000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK d11_m_tc7650_speedtierextreme2_c01.cm
Security Enabled BPI+

 

Downstream Bonded Channels


Channel Status Modulation Channel ID Frequency Power SNR
1 Locked QAM256 17 567000000 Hz -0.2 dBmV 41.3 dB
2 Locked QAM256 9 519000000 Hz 0.7 dBmV 42.1 dB
3 Locked QAM256 10 525000000 Hz 0.9 dBmV 42.3 dB
4 Locked QAM256 11 531000000 Hz 0.8 dBmV 42.1 dB
5 Locked QAM256 12 537000000 Hz 0.5 dBmV 41.9 dB
6 Locked QAM256 13 543000000 Hz 0.2 dBmV 41.6 dB
7 Locked QAM256 14 549000000 Hz 0.5 dBmV 41.8 dB
8 Locked QAM256 15 555000000 Hz 0.3 dBmV 41.8 dB
9 Locked QAM256 16 561000000 Hz -0.2 dBmV 36.7 dB
10 Locked QAM256 18 573000000 Hz -0.2 dBmV 41.2 dB
11 Locked QAM256 19 579000000 Hz 0.0 dBmV 41.3 dB
12 Locked QAM256 20 585000000 Hz -0.2 dBmV 41.3 dB
13 Locked QAM256 21 591000000 Hz -0.4 dBmV 40.9 dB
14 Locked QAM256 22 597000000 Hz -0.4 dBmV 40.9 dB
15 Locked QAM256 23 603000000 Hz -0.7 dBmV 40.6 dB
16 Locked QAM256 24 609000000 Hz -0.9 dBmV 40.4 dB
17 Locked QAM256 25 615000000 Hz -0.8 dBmV 38.2 dB
18 Locked QAM256 26 621000000 Hz -1.0 dBmV 37.9 dB
19 Locked QAM256 27 627000000 Hz -1.2 dBmV 37.6 dB
20 Locked QAM256 28 633000000 Hz -1.0 dBmV 37.9 dB
21 Locked QAM256 29 639000000 Hz -0.9 dBmV 37.4 dB
22 Locked QAM256 30 645000000 Hz -1.1 dBmV 37.5 dB
23 Locked QAM256 31 651000000 Hz -1.3 dBmV 37.5 dB
24 Locked QAM256 32 657000000 Hz -1.5 dBmV 37.2 dB

Upstream Bonded Channels

 

Channel Status Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 1 5120 ksym/sec 35800000 Hz 57.0 dBmV
2 Not Locked Unknown 0 0 ksym/sec 0 Hz 0.0 dBmV
3 Not Locked Unknown 0 0 ksym/sec 0 Hz 0.0 dBmV
4 Not Locked Unknown 0 0 ksym/sec 0 Hz 0.0 dBmV
5 Not Locked Unknown 0 0 ksym/sec 0 Hz 0.0 dBmV
6 Not Locked Unknown 0 0 ksym/sec 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 ksym/sec 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 ksym/sec 0 Hz 0.0 dBmV

 

If a tech has to come out, I do not want to be charged for it. 

 

I will respond back here if necessary, as long as I have Internet to do so. 

 

Thanks

Expert

Re: Loss Of Internet Every Day

The upstream power is too high and may be intermittently fluctuating even higher 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.




I am not a Comcast Employee.
I am a fellow customer, 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? Mark the post as best answer!
Expert

Re: Loss Of Internet Every Day


@JS- wrote:

 

If a tech has to come out, I do not want to be charged for it. 

 


If a tech needs to come out, you should not be charged as long as the problem is beyond your house. If a tech does come out, and finds a wiring problem inside, then you will be charged if it comes down to that.



I am not a Comcast Employee.
I am just a customer, 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? Mark the post as best answer!
Contributor

Re: Loss Of Internet Every Day

Hello, EG. First of all, thanks for helping. The only splitter is the one Comcast provided on the inside of the house, so it should be good. I do not know what's inside the box on the side of the house. However, I do see there are two lines connected together. When Comcast first installed the Internet here back in 2012, they ran new cable from the pole to the little box on side of house. However, the cable from the box to the inside is probably 40 years or older. Not sure if it matters, but that cable wasn't replaced. I have provide an image below of the old cable coming from the outside box to inside the house. 

 

 

 

 

 

 

IMG_0351.JPG
Contributor

Re: Loss Of Internet Every Day

Here is the Comcast provided splitter in the house.

 

IMG_0353.JPG