Regular Visitor
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4 Messages
Connection issues
So, I've been going back and forth with Comcast/Xfinity for MONTHS now with connection issues. My internet will randomly drop out for between a few seconds to a few minutes at a time. It's a daily occurrence now, and today it's been especially more feeble.
I should mention that my internet goes down completely; both Wi-Fi and Hardwired connections.
I use an aftermarket modem/router, due to the fact Xfinity's one simply can't support the strain I sometimes have to put on it (streaming, gaming, homework, all happen at the same time on this network sometimes *the connection never seems to die when all that is happening, however*.)
I've had numerous visits from techs (at this point, I believe it's 5 total visits) with a new problem being blamed every time. The most resent "problem" is interference, as I live in an apt complex. However, this issue wasn't a thing before.
I'm at my wits end here. I need a constant internet connection for work/school and I'm simply not getting it. Can someone please help me out.
Thanks in advance,
Jon
I should mention that my internet goes down completely; both Wi-Fi and Hardwired connections.
I use an aftermarket modem/router, due to the fact Xfinity's one simply can't support the strain I sometimes have to put on it (streaming, gaming, homework, all happen at the same time on this network sometimes *the connection never seems to die when all that is happening, however*.)
I've had numerous visits from techs (at this point, I believe it's 5 total visits) with a new problem being blamed every time. The most resent "problem" is interference, as I live in an apt complex. However, this issue wasn't a thing before.
I'm at my wits end here. I need a constant internet connection for work/school and I'm simply not getting it. Can someone please help me out.
Thanks in advance,
Jon
Jkirk10
Regular Visitor
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4 Messages
5 years ago
Is there any way to get them to *not just* ok??
Here is the error log:
Thanks.
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EG
Expert
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111.5K Messages
5 years ago
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.
What is the exact make and model number of the modem ?
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EG
Expert
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111.5K Messages
5 years ago
Stat are o/k. Please also post the RF error / event log entries.
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Jkirk10
Regular Visitor
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4 Messages
5 years ago
Thank you for replying,
Downstream Bonded Channels
Upstream Bonded Channels
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EG
Expert
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111.5K Messages
5 years ago
O/k means that they indeed fall in to the ranges for being within the specified operating parameters.
That said, even though the signal stats looked o/k at that snapshot in time, the error log entries confirm that something is going on. Perhaps there is noise ingress into the line(s) somewhere.
There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.
I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They can check the CMTS (Cable Modem Termination System) for any real time degradation and / or error reports, see your node / cable plant and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats.
You should get a reply here in your topic. Good luck !
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EG
Expert
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111.5K Messages
5 years ago
My pleasure ! Thanks !
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Jkirk10
Regular Visitor
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4 Messages
5 years ago
Eg,
Thank you for your time/expertise! Keep up the good work my friend 🙂
John
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CCMorgan
Gold Problem Solver
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3.3K Messages
5 years ago
Hi there, Jkirk10. Thanks for posting and for working a little bit with EG. You posting your modem's info like that really helps. I would like to take a look at some other diagnostics on this end as well. Please send me a private message with your first and last name so we can continue from there.
Thanks!
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