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internet drops out

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internet drops out

Having a problem where my performance internet drops to very slow speeds and sometimes offline completely. I have no tv or phone. I also rarely receive the 60mbps my service is supposed to. It is normally around 20-40mbps. Upload is fine. I have a new Netgear CM600. All of my measurements and trouble shooting are done with an ethernet connection to the modem. This is not a wifi issue. The following are the measurements of the connection over time this morning. The first was when my speeds were maxing out around 5mbps or less. The later were spaced a few minutes apart and were after a modem reboot. That did not fix it right away however, only time seems to have improved it. Many times when I perform a speed test, the first result is under 10mbps and the next test a few seconds later will be somewhere around 30mbps as if the connection needs to wake up. There are no splitters or amps in the line. Disregard anything in the event log before 4/2. Any ideas?

 

 

 

 

   

Apply               Cancel       

Frequency start Value  

This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.  

Starting Frequency  

 

 

   

Startup Procedure  

Procedure  

Status  

Comment  

Acquire Downstream Channel  

531000000 Hz  

Locked  

Connectivity State  

OK  

Operational  

Boot State  

OK  

Operational  

Security  

Enable  

BPI+  

IP Provisioning Mode  

Honor MDD  

IPv6 only  

 

   

Downstream Bonded Channels 

Channel 

Lock Status 

Modulation 

Channel ID 

Frequency 

Power 

SNR 

Correctables 

Uncorrectables 

1 

Locked 

QAM256 

6 

531000000 Hz 

-25.7 dBmV 

28.0 dB 

106488 

47 

2 

Locked 

QAM256 

1 

495000000 Hz 

-24.2 dBmV 

29.5 dB 

695 

35 

3 

Locked 

QAM256 

2 

507000000 Hz 

-25.7 dBmV 

27.7 dB 

542854 

3095 

4 

Locked 

QAM256 

3 

513000000 Hz 

-24.8 dBmV 

28.9 dB 

2448 

0 

5 

Locked 

QAM256 

4 

519000000 Hz 

-26.1 dBmV 

27.7 dB 

177768 

46 

6 

Locked 

QAM256 

5 

525000000 Hz 

-26.1 dBmV 

27.6 dB 

183918 

42 

7 

Locked 

QAM256 

7 

537000000 Hz 

-26.3 dBmV 

27.4 dB 

641647 

305 

8 

Locked 

QAM256 

8 

543000000 Hz 

-27.2 dBmV 

26.6 dB 

4087177 

402166 

9 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

10 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

11 

Locked 

QAM256 

11 

567000000 Hz 

-27.3 dBmV 

26.7 dB 

3727313 

208697 

12 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

13 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

14 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

15 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

16 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

17 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

18 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

19 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

20 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

21 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

22 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

23 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

24 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

 

   

Upstream Bonded Channels 

Channel 

Lock Status 

US Channel Type 

Channel ID 

Symbol Rate 

Frequency 

Power 

1 

Locked 

ATDMA 

53 

5120 Ksym/sec 

36500000 Hz 

53.0 dBmV 

2 

Locked 

ATDMA 

54 

5120 Ksym/sec 

30100000 Hz 

51.8 dBmV 

3 

Locked 

ATDMA 

55 

5120 Ksym/sec 

23700000 Hz 

52.3 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 

 

   

Current System Time: Tue Apr 10 07:57:32 2018  
 

 

 

 

 

 

   

Apply               Cancel       

Frequency start Value  

This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.  

Starting Frequency  

 

 

   

Startup Procedure  

Procedure  

Status  

Comment  

Acquire Downstream Channel  

531000000 Hz  

Locked  

Connectivity State  

OK  

Operational  

Boot State  

OK  

Operational  

Security  

Enable  

BPI+  

IP Provisioning Mode  

Honor MDD  

IPv6 only  

 

   

Downstream Bonded Channels 

Channel 

Lock Status 

Modulation 

Channel ID 

Frequency 

Power 

SNR 

Correctables 

Uncorrectables 

1 

Locked 

QAM256 

6 

531000000 Hz 

-25.8 dBmV 

27.9 dB 

570091 

12722 

2 

Locked 

QAM256 

1 

495000000 Hz 

-24.2 dBmV 

29.5 dB 

12828 

5789 

3 

Locked 

QAM256 

2 

507000000 Hz 

-25.7 dBmV 

27.7 dB 

3978980 

83835 

4 

Locked 

QAM256 

3 

513000000 Hz 

-24.8 dBmV 

28.9 dB 

34475 

4215 

5 

Locked 

QAM256 

4 

519000000 Hz 

-26.1 dBmV 

27.7 dB 

1469612 

32145 

6 

Locked 

QAM256 

5 

525000000 Hz 

-26.0 dBmV 

27.7 dB 

1408578 

29944 

7 

Locked 

QAM256 

7 

537000000 Hz 

-26.6 dBmV 

27.2 dB 

4412450 

56069 

8 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

9 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

10 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

11 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

12 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

13 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

14 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

15 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

16 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

17 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

18 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

19 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

20 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

21 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

22 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

23 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

24 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

 

   

Upstream Bonded Channels 

Channel 

Lock Status 

US Channel Type 

Channel ID 

Symbol Rate 

Frequency 

Power 

1 

Locked 

ATDMA 

53 

5120 Ksym/sec 

36500000 Hz 

53.0 dBmV 

2 

Locked 

ATDMA 

54 

5120 Ksym/sec 

30100000 Hz 

52.0 dBmV 

3 

Locked 

ATDMA 

55 

5120 Ksym/sec 

23700000 Hz 

52.0 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 

 

   

Current System Time: Tue Apr 10 08:08:31 2018  
 

 

 

 

 

   

Apply               Cancel       

Frequency start Value  

This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.  

Starting Frequency  

 

 

   

Startup Procedure  

Procedure  

Status  

Comment  

Acquire Downstream Channel  

531000000 Hz  

Locked  

Connectivity State  

OK  

Operational  

Boot State  

OK  

Operational  

Security  

Enable  

BPI+  

IP Provisioning Mode  

Honor MDD  

IPv6 only  

 

   

Downstream Bonded Channels 

Channel 

Lock Status 

Modulation 

Channel ID 

Frequency 

Power 

SNR 

Correctables 

Uncorrectables 

1 

Locked 

QAM256 

6 

531000000 Hz 

-26.2 dBmV 

28.0 dB 

1196995 

56601 

2 

Locked 

QAM256 

1 

495000000 Hz 

-24.6 dBmV 

29.4 dB 

27093 

7803 

3 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

4 

Locked 

QAM256 

3 

513000000 Hz 

-24.9 dBmV 

29.0 dB 

86674 

5786 

5 

Locked 

QAM256 

4 

519000000 Hz 

-26.2 dBmV 

27.7 dB 

2570570 

143564 

6 

Locked 

QAM256 

5 

525000000 Hz 

-26.1 dBmV 

27.7 dB 

2407282 

127629 

7 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

8 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

9 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

10 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

11 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

12 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

13 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

14 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

15 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

16 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

17 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

18 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

19 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

20 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

21 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

22 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

23 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

24 

Not Locked 

Unknown 

0 

0 Hz 

0.0 dBmV 

0.0 dB 

0 

0 

 

   

Upstream Bonded Channels 

Channel 

Lock Status 

US Channel Type 

Channel ID 

Symbol Rate 

Frequency 

Power 

1 

Locked 

ATDMA 

53 

5120 Ksym/sec 

36500000 Hz 

52.8 dBmV 

2 

Not Locked 

Unknown 

0 

0 Ksym/sec 

0 Hz 

0.0 dBmV 

3 

Locked 

ATDMA 

55 

5120 Ksym/sec 

23700000 Hz 

52.0 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 

 

   

Current System Time: Tue Apr 10 08:16:52 2018  
 

 

 

 

 

 

 
 
Frequency start Value
This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.
Starting Frequency
 
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 531000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enable BPI+
IP Provisioning Mode Honor MDD IPv6 only
 
<tabindex=-1>Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 6 531000000 Hz -25.4 dBmV 27.7 dB 6190231 115248
2 Locked QAM256 1 495000000 Hz -24.2 dBmV 28.8 dB 215617 13072
3 Locked QAM256 2 507000000 Hz -25.5 dBmV 27.2 dB 29124467 1334943
4 Locked QAM256 3 513000000 Hz -24.6 dBmV 28.4 dB 572117 9622
5 Locked QAM256 4 519000000 Hz -25.8 dBmV 27.3 dB 18926938 403914
6 Locked QAM256 5 525000000 Hz -25.7 dBmV 27.4 dB 14559159 277886
7 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
8 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
9 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
10 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
11 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
12 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
13 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
14 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
15 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
16 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
17 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
18 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
19 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
20 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
21 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
22 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
23 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
24 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
 
<tabindex=-1>Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 53 5120 Ksym/sec 36500000 Hz 53.0 dBmV
2 Locked ATDMA 54 5120 Ksym/sec 30100000 Hz 52.0 dBmV
3 Locked ATDMA 55 5120 Ksym/sec 23700000 Hz 52.0 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
 
Current System Time: Tue Apr 10 09:10:20 2018
 
 

 

 
 
 
 
 
Time Priority Description
2018-04-10, 08:37:34 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:62:78:38;CMTS-MAC=00:01:5c:7f:bc:5d;CM-QOS=1.1;CM-VER=3.0;
2018-04-10, 08:32:37 Warning (5) MDD message timeout;CM-MAC=a0:04:60:62:78:38;CMTS-MAC=00:01:5c:7f:bc:5d;CM-QOS=1.1;CM-VER=3.0;
2018-04-02, 13:24:44 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:62:78:38;CMTS-MAC=00:01:5c:7f:bc:5d;CM-QOS=1.1;CM-VER=3.0;
2018-04-02, 13:01:30 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=a0:04:60:62:78:38;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2018-04-02, 13:01:27 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=a0:04:60:62:78:38;CMTS-MAC=00:01:5c:7f:bc:5d;CM-QOS=1.1;CM-VER=3.0;
2018-04-02, 13:01:27 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a0:04:60:62:78:38;CMTS-MAC=00:01:5c:7f:bc:5d;CM-QOS=1.1;CM-VER=3.0;
2018-04-02, 13:01:18 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=a0:04:60:62:78:38;CMTS-MAC=00:01:5c:7f:bc:5d;CM-QOS=1.1;CM-VER=3.0;
2018-04-02, 13:01:18 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a0:04:60:62:78:38;CMTS-MAC=00:01:5c:7f:bc:5d;CM-QOS=1.1;CM-VER=3.0;
2018-04-02, 13:00:55 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=a0:04:60:62:78:38;CMTS-MAC=00:01:5c:7f:bc:5d;CM-QOS=1.1;CM-VER=3.0;
2018-04-02, 13:00:55 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a0:04:60:62:78:38;CMTS-MAC=00:01:5c:7f:bc:5d;CM-QOS=1.1;CM-VER=3.0;
2018-04-02, 12:58:37 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=a0:04:60:62:78:38;CMTS-MAC=00:01:5c:7f:bc:5d;CM-QOS=1.1;CM-VER=3.0;
2018-04-02, 12:57:52 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=a0:04:60:62:78:38;CMTS-MAC=00:01:5c:7f:bc:5d;CM-QOS=1.1;CM-VER=3.0;
2018-04-02, 12:57:45 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=a0:04:60:62:78:38;CMTS-MAC=00:01:5c:7f:bc:5d;CM-QOS=1.1;CM-VER=3.0;
2018-03-31, 16:29:27 Critical (3) Resetting the cable modem due to docsDevResetNow
2018-03-31, 16:21:06 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=a0:04:60:62:78:38;CMTS-MAC=00:01:5c:7f:bc:5d;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=a0:04:60:62:78:38;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=a0:04:60:62:78:38;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=a0:04:60:62:78:38;CMTS-MAC=00:01:5c:7f:bc:5d;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=a0:04:60:62:78:38;CMTS-MAC=00:01:5c:7f:bc:5d;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=a0:04:60:62:78:38;CMTS-MAC=00:01:5c:7f:bc:5d;CM-QOS=1.0;CM-VER=3.0;
 
 
Expert

Re: internet drops out

Hi @tempname1,

Your signal levels are horrible, it's amazing your internet works at all. Typically levels like that are caused by bad/misconfigured wiring.

 

I've asked a Comcast employee to help you. You should expect a reply in this thread. 

 

If you'd like to troubleshoot some on your own: See the troubleshooting guide.

 

Tip: If you need service, sign up for the Service Protection Plan (SPP). It's around $6 a month and you must keep it for at least 60 days after your service call. If you have SPP, you won't incur a service charge. You can sign up when you schedule an appointment.


I am not an employee.
Official Employee

Re: internet drops out

Hi tempname1. I can assist with performing the diagnostics on my end to confirm your signal issues. It sounds like we may need to get a technician visit scheduled to correct your signal issues, and in order to fix your speed issues. Please send me a private message and include your full name and account primary phone number so I can access your equipment.