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Connection dropping for 8-10 seconds randomly

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Connection dropping for 8-10 seconds randomly

It's been about 9 months since I was on these forums with this exact same issue. Streaming anythign with a larger buffer is no problem. Items with lower latency are impacted, as well as now my ability to do my job since I'm working from home full time. Comcast support has had me restart my router, which is useless troubleshooting when you've told them you've done this multiple times already. It needs escalation to the area  network team, which is what it took last time to finally get it resolved.

 

WiFi is not the issue. You can stream data between devices at full 5GHz speeds when the issue with access to the internet drops. I was seeing T3/T4 errors on my personal modem, but the Xfinity Arris modem does not give me any details in the logs the way my Netgear did. It's pretty disappointing and feels like they locked those down.

 

I'm using an Xfinity owned Arris TG1682G

 

Current Downstream readout from the modem:

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
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
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Frequency
513.00 MHz
519.00 MHz
525.00 MHz
531.00 MHz
543.00 MHz
549.00 MHz
555.00 MHz
561.00 MHz
567.00 MHz
573.00 MHz
579.00 MHz
585.00 MHz
591.00 MHz
597.00 MHz
603.00 MHz
609.00 MHz
615.00 MHz
621.00 MHz
627.00 MHz
633.00 MHz
639.00 MHz
645.00 MHz
651.00 MHz
657.00 MHz
 
 
 
 
 
 
 
 
SNR
40.37 dB
40.37 dB
40.37 dB
40.95 dB
40.37 dB
40.37 dB
40.37 dB
40.95 dB
40.37 dB
40.37 dB
40.37 dB
40.37 dB
40.95 dB
40.37 dB
40.37 dB
40.37 dB
40.37 dB
40.37 dB
38.98 dB
38.98 dB
38.98 dB
40.37 dB
38.98 dB
38.98 dB
 
 
 
 
 
 
 
 
Power Level
0.30 dBmV
0.30 dBmV
0.60 dBmV
0.60 dBmV
0.90 dBmV
1.00 dBmV
0.80 dBmV
0.90 dBmV
0.80 dBmV
0.80 dBmV
0.50 dBmV
0.40 dBmV
0.30 dBmV
0.20 dBmV
0.20 dBmV
-0.10 dBmV
-0.20 dBmV
-0.50 dBmV
-0.90 dBmV
-0.80 dBmV
-0.50 dBmV
-0.50 dBmV
-0.40 dBmV
-1.00 dBmV
 
 
 
 
 
 
 
 
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

 

 

Current Upstream readout:

Index
1
2
3
4
5
6
7
8
Lock Status
Locked
Locked
Locked
Locked
Locked
Not Locked
Not Locked
Not Locked
Frequency
23.70 MHz
41.20 MHz
30.30 MHz
17.30 MHz
36.70 MHz
 
 
 
Symbol Rate
5120 KSym/s
1280 KSym/s
5120 KSym/s
5120 KSym/s
5120 KSym/s
 
 
 
Power Level
42.25 dBmV
45.00 dBmV
42.75 dBmV
41.50 dBmV
43.25 dBmV
 
 
 
Modulation
64 QAM
64 QAM
64 QAM
64 QAM
64 QAM
 
 
 
Channel Type
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)

 

Power and SNR ratios all look decent. Modem resets don't seem to fix or do anything. The issue is intermittent, and seems to come around mostly in the evenings between 4:30-midnight. Usually as I'm doing something online, meeting or virtual conference. When you try to load the modem during the dropout, the modem doesn't respond, and is likely a result of the T3/T4 issues.

 

System logs are ALWAYS never present. Event logs only log when I get a new IP lease. Can someone please help me escalate this to the regional issues area?

 

Edit: It's also worth mentioning that last time we had this issue we got new line from the pole to the modem (as well as new modem that didn't resolve the issue), so it's not a line issue either. It seems whatever was fixed on the network end is back.