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100+ Wired Internet Drops per Day! Please read at this point I am desperate for a solution!

anderson9401
Regular Visitor

100+ Wired Internet Drops per Day! Please read at this point I am desperate for a solution!

Im posting this as I am litterally desperate for a solution.  I work from home and am repeatedly dropping MS teams calls with 30+ attendees, I am a project manager and must have reliable internet. This issue has been going on for a year now. Comcast has been out 3x to date.  If this continues I could loose my job.

 

Here's the data:

1.  I have Extreme pro 600MB internet service.

2. From the telephone pole there is about 100' of RG-6 buried leading to the house.

3.  Connections- I have removed from the equation all cable connections and splitters in the house (used to have TV but now only internet) by moving the gateway into the living room, drilling a hole in the wall to the garage and runninng a brand new 50' RG-6 cable with factory compression fittings straight to the feed line from the ground, no splitters, just one straight connection to the gateway.

4.  I use Net Uptime monitor.  On 8/26 using my previous modem, between 6am and midnight I had 116 internet drops ranging between 1-40 seconds (average 5).  This was after a fresh modem restart at 6am.  

5.  On 8/27 after I installed my new gateway Technicolor CGM4140COM (and increased speeed to 600MB) from midnight - mightnight I had 133 internet drops ranging between 1-33 seconds (average 6). This was after a fresh modem restart at midnight.

6.  These numbers are from a laptop wired directly to the gateway, no wifi involvement.  Per above my last call with Xfinity resulted in "you have an older modem, lets increase your speed to 600MB and send a new gateway).

7. These drops, as short as they may seem repeatedly occur all day, sometimes constantly other times there will be a span of 1-4 hours with no drops.  I cannot have this during an MS Teams or Zoom call with 30 people in the meeting.  The last time a tech was out he stated that an "upstream carrier" was or is being installed that may impact my neighboorhood.  Which by the way is impacted.  My neighboors also have drops but they are not monitoring under a microscope as I am with Net Uptime.   I am begging anyone / eveyone with any advice please weigh in.  In summary my harware and physical connections (even taking wifi out of the equation) seem to be fine, even my gateway stats seem to be in specification.   At this point I think this issue is definately upstream of my home and a Comcast issue.  Thank you, Tom

 

Upstream

Channel Bonding Value
Index

1

2

3

4

5

 
Lock Status

Locked

Locked

Locked

Locked

Locked

 
Frequency

17 MHz

23 MHz

30 MHz

36 MHz

41 MHz

 
Symbol Rate

5120

5120

5120

5120

1280

 
Power Level

35.8 dBmV

37.0 dBmV

37.0 dBmV

37.5 dBmV

41.8 dBmV

 
Modulation

QAM

QAM

QAM

QAM

QAM

 
Channel Type

ATDMA

ATDMA

ATDMA

ATDMA

ATDMA

 

Downstream

Channel Bonding Value 
Index

17

13

14

15

16

18

19

20

21

22

23

24

25

26

27

28

29

30

31

32

33

34

35

36

37

38

39

40

41

42

43

44

159

  
Lock Status

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

 

Frequency

519 MHz

495 MHz

501 MHz

507 MHz

513 MHz

525 MHz

531 MHz

537 MHz

543 MHz

555 MHz

561 MHz

567 MHz

573 MHz

579 MHz

585 MHz

591 MHz

597 MHz

603 MHz

609 MHz

615 MHz

621 MHz

627 MHz

633 MHz

639 MHz

645 MHz

651 MHz

657 MHz

663 MHz

669 MHz

675 MHz

681 MHz

687 MHz

722 MHz

635600000

 

SNR

39.0 dB

39.5 dB

39.5 dB

39.5 dB

39.2 dB

38.9 dB

39.1 dB

39.1 dB

38.9 dB

38.6 dB

38.6 dB

38.6 dB

38.6 dB

38.6 dB

38.2 dB

38.2 dB

38.2 dB

38.0 dB

38.0 dB

37.9 dB

37.9 dB

37.9 dB

37.7 dB

37.8 dB

37.5 dB

37.4 dB

37.4 dB

37.2 dB

37.3 dB

36.9 dB

37.1 dB

37.1 dB

36.8 dB

NA

 

Power Level

8.3 dBmV

8.7 dBmV

8.6 dBmV

8.7 dBmV

8.5 dBmV

8.1 dBmV

8.1 dBmV

8.1 dBmV

7.8 dBmV

7.5 dBmV

7.4 dBmV

7.4 dBmV

7.2 dBmV

7.1 dBmV

6.8 dBmV

6.6 dBmV

6.6 dBmV

6.4 dBmV

6.3 dBmV

6.0 dBmV

5.9 dBmV

5.8 dBmV

5.8 dBmV

5.8 dBmV

5.5 dBmV

5.5 dBmV

5.5 dBmV

5.3 dBmV

5.0 dBmV

4.9 dBmV

4.7 dBmV

4.7 dBmV

3.9 dBmV

NA

 

Modulation

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

OFDM

OFDM

 

CM Error Codewords
Index

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

16

17

18

19

20

21

22

23

24

25

26

27

28

29

30

31

32

33

Unerrored Codewords

104898187

152667509

152673654

152678977

152684665

152690031

152695801

152701584

152707202

152713416

152719866

152724774

152730570

152735304

152740387

152747172

152752741

152756518

152759333

152761426

148991046

148998704

149005643

149012030

149018268

149053779

149086082

149099953

149210971

149227953

149239057

149304401

104898187

Correctable Codewords

337

8750

8075

7638

7394

6717

5747

5862

6022

4820

4467

4089

3748

3717

3184

3252

2752

2717

2462

2585

15155

14341

13228

12979

12268

12039

11956

11249

10320

8998

8998

7021

337

Uncorrectable Codewords

19

3306

2994

2914

2689

2337

2325

2025

2182

1750

1812

1802

1701

1716

1666

1520

1563

1510

1467

1441

7238

6843

6504

5903

5602

4973

4876

4514

4121

3898

3674

2462

19

ooshawn
Frequent Visitor

Re: 100+ Wired Internet Drops per Day! Please read at this point I am desperate for a solution!

I've got the exam same solution. just completely drops internet to whole house, wired or on wifi for maybe 5-15 seconds dozens and dozens of times per day . can't watch movies, can't play games. absolutely unuseable garbage service. been that way for about a year

M_S1
New Poster

Re: 100+ Wired Internet Drops per Day! Please read at this point I am desperate for a solution!

A proposal. Something is wrong with the xFinity provided modem. Purchase your own modem that is approved by xFinity. I've used the earlier version of the Arris SBxx.

I'm on the 1000mbps plan and I have to get a new Arris (the old one could not support the new plan). This seems to resolve my issue.
anderson9401
Regular Visitor

Re: 100+ Wired Internet Drops per Day! Please read at this point I am desperate for a solution!

Thank you for the suggestion on the modem, we did eliminate this as stated above  " my new gateway Technicolor CGM4140COM (and increased speed to 600MB) ".  Can anyone advise if this might be an issue with either a line connection at the pole, a Comcast node getting interference or another hardware issue at Comcast upstream of my house?  My neighbor is on the same line and also has issues.

M_S1
New Poster

Re: 100+ Wired Internet Drops per Day! Please read at this point I am desperate for a solution!

I've had my SB8200 for over a day now. I've loaded my network activity with online gaming on multiple devices, video streaming on multiple devices, doing video conferences, basically tried to overload. The noticeable performance drop was on video streaming.

When I did speed test using Xfinity App and Google WiFi, the test resulted in ~600mbps. However, when I tested my speed using Netflix (fast.com), the result was ~40mbps - this was also noticeable when movies are started. Starts a bit blurry but catches up.

Still not happy as to why I'd be having this issue updating my data plan from 300mbps to 600mbps. The only reason why I upgraded was to remove the data cap.

Edit: I am using Google WiFi as the wifi router on Comcast modems is not sufficient to cover my house.