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ARRIS TG1682G | Model number: TG1682G dropping internet several times a day. Not WIFI

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ARRIS TG1682G | Model number: TG1682G dropping internet several times a day. Not WIFI

My modem is dropping several times a day.  I know it's not the wifi because internet will drop first.  Then after a bit, the modem appears to reset all together.  

 

customer support tells me to reboot and it works okay after that, but then get the same behavior later.  This happens every single day at least 3 time each day.  I've already had the equipment switched out. 

 

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Re: ARRIS TG1682G | Model number: TG1682G dropping internet several times a day. Not WIFI

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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Re: ARRIS TG1682G | Model number: TG1682G dropping internet several times a day. Not WIFI

Please let me know if this is what you mean.  I copied some other things I found strange.    I also know it's not WIFI because it happens even if I'm wired in.  

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Expert

Re: ARRIS TG1682G | Model number: TG1682G dropping internet several times a day. Not WIFI

The upstream power is too high and it may be intermittently fluctuating even higher to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

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.



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Re: ARRIS TG1682G | Model number: TG1682G dropping internet several times a day. Not WIFI

All the wiring has been in place for 18 years and was installed with when the house was built.  Because of this I can't say what it is.  I believe when I built the house I asked there to be cable installed in every room.  Where I have the modem today was only because I had a cable TV there at one point.  Would this lead you to believe this all cable outlets are home run to the garage (where the cable comes to the house)?  I won't be able to check the wiring/refresh or other steps you mentioned.  However, based on my understand of how the house was originally built, could I try and connect the modem to another cable outlet?  i won't have been able to reduce the number of splitters.    However, if the actual wiring to this particular outlet is bad, it might work better on another line?  Hopefully this makes sense.  Also, if this doesn't work, will a Comcast technician be able to do the things you spoke of earlier?   Last question, this all just started happening in March.  Up to this point, I rarely had issues with Internet drops. Even when they started, it wasn't anything like this.  Once they exchanged the equipment, it has been even worse.  Is there a cable modem that would be better suited?  Last question, I've been considering buying a personal WiFi mesh for improved wifi coverage in the house and  only use comcast to bring the signal into the house.  I've hesitated since the biggest issue right now is the dropping of the internet signal.  Would this take stress of the existing and provide a better user experience ?  Thanks in advance!  Maryc