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

anderson9401 · ‎09-03-2020

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

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

39.2 dB

38.9 dB

39.1 dB

38.9 dB

38.6 dB

38.2 dB

38.0 dB

37.9 dB

37.7 dB

37.8 dB

37.5 dB

37.4 dB

37.2 dB

37.3 dB

36.9 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

7.8 dBmV

7.5 dBmV

7.4 dBmV

7.2 dBmV

7.1 dBmV

6.8 dBmV

6.6 dBmV

6.4 dBmV

6.3 dBmV

6.0 dBmV

5.9 dBmV

5.8 dBmV

5.5 dBmV

5.3 dBmV

5.0 dBmV

4.9 dBmV

4.7 dBmV

3.9 dBmV

NA

Modulation

256 QAM

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 · ‎09-03-2020

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 · ‎09-03-2020

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 · ‎09-04-2020

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 · ‎09-06-2020

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.

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

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

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

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

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