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Connection drops every 10-20 minutes for about 3 minutes

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Frequent Visitor

Connection drops every 10-20 minutes for about 3 minutes

About 4 days ago my internet started dropping randomly fairly often. After that started, I upgraded my internet and received a new modem. The issue still persists, if not became worse in the last day or so. Starting at 9 pm tonight I started monitoring my connection, and in that 3 hours since then there has been dozens of drops, and connection has been down more than up. Whenever the connection is solid, I get the full connection speed expected.
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Frequent Visitor

Re: Connection drops every 10-20 minutes for about 3 minutes

I should note that I am using a hard wired connection and there was no other devices on the connection. I have tried all the trouble shooting steps suggested, but nothing seems to work.
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Frequent Visitor

Re: Connection drops every 10-20 minutes for about 3 minutes

It is now to the point that it wont even stay connected for 5 minutes. 

here is a small sample of how often the connection is dropping. It has been like this for the last 40 minutes or so. 

 

08/08/2020 1:45:29 AMNo internet connection. Wi-Fi/Ethernet OK
08/08/2020 1:42:17 AMOnline
08/08/2020 1:42:14 AMNo internet connection. Wi-Fi/Ethernet OK
08/08/2020 1:40:21 AMOnline
08/08/2020 1:40:05 AMNo internet connection. Wi-Fi/Ethernet OK
08/08/2020 1:40:03 AMNo internet connection
08/08/2020 1:39:47 AMNo internet connection. Wi-Fi/Ethernet OK
08/08/2020 1:39:40 AMOnline
08/08/2020 1:39:29 AMNo internet connection. Wi-Fi/Ethernet OK
08/08/2020 1:32:51 AMOnline
08/08/2020 1:32:32 AMNo internet connection
08/08/2020 1:32:32 AMNo internet connection. Wi-Fi/Ethernet OK
08/08/2020 1:31:55 AMNo internet connection
08/08/2020 1:31:47 AMNo internet connection. Wi-Fi/Ethernet OK
08/08/2020 1:31:44 AMNo internet connection
08/08/2020 1:31:20 AMNo internet connection. Wi-Fi/Ethernet OK
08/08/2020 1:27:46 AMOnline
08/08/2020 1:27:35 AMNo internet connection. Wi-Fi/Ethernet OK
08/08/2020 1:27:01 AMOnline
08/08/2020 1:26:59 AMNo internet connection. Wi-Fi/Ethernet OK
08/08/2020 1:26:57 AMNo internet connection
08/08/2020 1:26:41 AMNo internet connection. Wi-Fi/Ethernet OK
08/08/2020 1:26:31 AMOnline
Highlighted
Expert

Re: Connection drops every 10-20 minutes for about 3 minutes

Start with the modem's signal stats. Perhaps they already are, or they are close to being out of spec and intermittently they go completely of spec. 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.

What is the exact make and model number of the modem ?




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I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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Frequent Visitor

Re: Connection drops every 10-20 minutes for about 3 minutes

Today I switched my modem to another access point in my house and there seems to be no issue with the connection. I am assuming that it is the cable to that access point. 

I have limited knowledge about systems but the downstream power level was -20+ on the old connection. 

Here is the stats of the current connection 

IndexLock StatusFrequencySNRPower LevelModulation

Downstream
Channel Bonding Value
32
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
19
20
21
22
23
24
25
26
27
28
29
30
31
33
 
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
639 MHz
453 MHz
459 MHz
465 MHz
471 MHz
477 MHz
483 MHz
489 MHz
495 MHz
501 MHz
507 MHz
513 MHz
519 MHz
525 MHz
531 MHz
537 MHz
543 MHz
549 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
690 MHz
599600000
37.5 dB
39.7 dB
39.8 dB
39.7 dB
39.6 dB
39.8 dB
39.8 dB
40.0 dB
40.1 dB
40.3 dB
40.2 dB
40.2 dB
40.2 dB
40.0 dB
39.9 dB
40.0 dB
39.9 dB
39.9 dB
39.7 dB
39.4 dB
39.5 dB
39.2 dB
38.9 dB
39.1 dB
38.8 dB
38.5 dB
38.5 dB
38.3 dB
38.0 dB
37.7 dB
37.6 dB
34.8 dB
NA
-7.7 dBmV
-4.7 dBmV
-4.8 dBmV
-4.9 dBmV
-5.0 dBmV
-4.6 dBmV
-4.5 dBmV
-4.3 dBmV
-4.2 dBmV
-3.9 dBmV
-4.0 dBmV
-4.0 dBmV
-3.9 dBmV
-3.9 dBmV
-4.1 dBmV
-4.0 dBmV
-4.2 dBmV
-4.3 dBmV
-4.4 dBmV
-4.8 dBmV
-4.8 dBmV
-5.1 dBmV
-5.4 dBmV
-5.4 dBmV
-5.8 dBmV
-6.0 dBmV
-6.2 dBmV
-6.5 dBmV
-6.8 dBmV
-7.3 dBmV
-7.4 dBmV
-9.5 dBmV
NA
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

 

IndexUnerrored CodewordsCorrectable CodewordsUncorrectable Codewords

CM Error Codewords
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
74896603
1715238525
1714456787
1714457252
1714416298
1714419090
1714275672
1714355902
1714603184
1714399505
1714465762
1714472383
1714448689
1714453064
1714416673
1714302017
1714365277
1714207120
1714110320
1714127301
1714106380
1713938244
1713554714
1713444586
1712649647
1711841853
1708083758
1699584463
1684376538
1667637914
1647473784
74896603
32801553
134135
136191
136019
136931
135821
139008
149152
141164
145975
149032
153446
158770
161765
172800
178971
188456
202020
224263
271387
310838
459078
792832
881353
1683365
2530027
6505597
13175098
26281137
40294137
54981272
32801553
40513207
152460
156893
162813
163321
166894
187230
181230
182297
191271
197419
208242
217685
227239
248983
258562
271203
283640
299816
312756
317818
330957
357875
369758
378693
440079
913602
1942132
3364900
5695487
9396041
40513207
Highlighted
Frequent Visitor

Re: Connection drops every 10-20 minutes for about 3 minutes

IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type

Upstream
Channel Bonding Value
1
2
3
4
Locked
Locked
Locked
Locked
35 MHz
29 MHz
22 MHz
16 MHz
5120
5120
5120
5120
39.8 dBmV
41.3 dBmV
42.0 dBmV
42.3 dBmV
QAM
QAM
QAM
QAM
ATDMA
ATDMA
ATDMA
ATDMA
Highlighted
Expert

Re: Connection drops every 10-20 minutes for about 3 minutes

The downstream power levels are better but are still a bit on the low / weak side. The upstream power is good. -20 dB at the other outlet was WAY out of spec !

 

It could also be a splitter problem on that other outlet.



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Highlighted
Frequent Visitor

Re: Connection drops every 10-20 minutes for about 3 minutes

What should i do? There was supposed to be a tech come out today, however no one showed up.

Highlighted
Frequent Visitor

Re: Connection drops every 10-20 minutes for about 3 minutes

A little more information, There is only one splitter. it is in the box wit the main connection. There are three cords coming from the splitter that go to each of the access points, each cord goes straight into the house. There has been one or two drops today, but better than before, however I can not hard wire my PC since this access point is the one that was having the issues. 

Highlighted
Frequent Visitor

Re: Connection drops every 10-20 minutes for about 3 minutes

This is the downstream from the outlet that does not work properly. 

Downstream

Channel Bonding Value

Index

27

1

2

3

4

5

6

7

8

10

11

12

13

14

15

16

17

18

19

20

21

22

23

24

25

26

28

29

30

31

32

33

 

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

Frequency

609 MHz

453 MHz

459 MHz

465 MHz

471 MHz

477 MHz

483 MHz

489 MHz

495 MHz

507 MHz

513 MHz

519 MHz

525 MHz

531 MHz

537 MHz

543 MHz

549 MHz

555 MHz

561 MHz

567 MHz

573 MHz

579 MHz

585 MHz

591 MHz

597 MHz

603 MHz

615 MHz

621 MHz

627 MHz

633 MHz

639 MHz

690 MHz

599600000

SNR

29.4 dB

36.2 dB

36.1 dB

35.9 dB

36.0 dB

35.8 dB

35.7 dB

35.7 dB

35.5 dB

35.2 dB

35.0 dB

34.7 dB

34.5 dB

34.2 dB

34.0 dB

33.7 dB

33.5 dB

33.0 dB

32.8 dB

32.2 dB

31.9 dB

31.5 dB

31.0 dB

30.8 dB

30.2 dB

29.8 dB

28.9 dB

28.5 dB

27.9 dB

27.5 dB

27.2 dB

0.0 dB

NA

Power Level

-22.4 dBmV

-14.4 dBmV

-14.5 dBmV

-14.7 dBmV

-14.6 dBmV

-14.7 dBmV

-14.8 dBmV

-14.8 dBmV

-15.1 dBmV

-15.5 dBmV

-15.6 dBmV

-15.8 dBmV

-16.3 dBmV

-16.5 dBmV

-16.9 dBmV

-17.3 dBmV

-17.6 dBmV

-18.2 dBmV

-18.4 dBmV

-19.1 dBmV

-19.4 dBmV

-19.9 dBmV

-20.6 dBmV

-20.8 dBmV

-21.5 dBmV

-21.9 dBmV

-23.1 dBmV

-23.4 dBmV

-24.2 dBmV

-24.6 dBmV

-25.1 dBmV

-29.5 dBmV

NA

Modulation

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

                            
Highlighted
Frequent Visitor

Re: Connection drops every 10-20 minutes for about 3 minutes

Still have not heard back from anyone, and cant seem to get through.