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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!
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.
|Acquire Downstream Channel||567000000 Hz||Locked|
|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|
|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.
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.
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.
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.