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Modem help

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Contributor

Modem help

Past week my internet drops and my home phone line becomes static for those on other end, I do plug my phone line into the modem and use a phone that way . I work from home sometimes and they can’t hear me, I’ve reset the router about 20 Times this week. My modem is about 5 years old which is Comcast equipment should I have a tech out? It will fix the issue and next day it’s back for a bit like it comes and goes, please help!!! My modem is TG862G
Expert

Re: Modem help

What do the modem's signal stats look like ? Try getting them here http://192.168.100.1 or here http://10.0.0.1

Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.




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Contributor

Re: Modem help

What would my login be? To Comcast router? I tried WiFi name and password
Contributor

Re: Modem help

SNR is like 37.6, downstream 513, upstream 22.8, there are bunch of channels that’s about the average
Contributor

Re: Modem help


Downstream
Channel Bonding Value
Index
1
2
3
4
5
6
7
8
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
513MHz
519MHz
525MHz
531MHz
537MHz
543MHz
549MHz
555MHz
SNR
37.6dB
37.6dB
37.3dB
38.2dB
38.2dB
38.2dB
38.2dB
37.9dB
Power Level
-1.5dBmV
-1.2dBmV
-1.5dBmV
-1.3dBmV
-1.4dBmV
-0.9dBmV
-1dBmV
-1.2dBmV
Modulation
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
Upstream Channel Bonding Value
Index 1 2 3
Lock Status Locked Locked Locked
Frequency 22.8MHz 29.6MHz 36.4MHz
Symbol Rate 5120KSym/sec 5120KSym/sec 5120KSym/sec
Power Level 48.5dBmV 47.3dBmV 45.8dBmV
Modulation QAM64 QAM64 QAM64
Expert

Re: Modem help

The stats at that moment were o/k. You may want to try getting that Dinosaur 862 (XB1) model swapped out for a newer and better performing XB3 model. You can find the specific XB3 model numbers here;

 

http://customer.xfinity.com/help-and-support/internet/wireless-gateway-compare/

 

Good luck !

 

 



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Contributor

Re: Modem help

Thanks how would I ask for updated one? Call or make a store appt?
Expert

Re: Modem help

Either way. 



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I am a fellow customer, volunteering my time to help other customers here in the Forums.
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