Regular Visitor
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3 Messages
Connection keeps dropping
I have been having issues with my internet ever since my new neighbors got their service hooked up at the begining of the month. I am using an Arris SB6190. this is the log and status .
i have lost connection 33 times in the last 5 days that i have noticed durring my work days, maybe more at night. it happens mainly when i am gaining or on zoom calls.
Can anyone offer any advice? I have tried talking to reps and the only thing they have told me is that they are unable to send a tech out to look at it due to covid-19. I have tried twice to do the virtual tech but never recieved the scheduled call.
chiguy12
Regular Visitor
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3 Messages
5 years ago
Here is the new log from this morning
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EG
Expert
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111.5K Messages
5 years ago
The signal stats are o/k but the error log entries indicate 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 will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !
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chiguy12
Regular Visitor
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3 Messages
5 years ago
thank you!
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XfinityJoeTru
Official Employee
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7K Messages
5 years ago
Hi chiguy12. We appreciate you visiting and posting on the Xfinity Forums. Sorry to hear you're having trouble with your internet. I can assist with further troubleshooting your intermittent connectivity issues. Please send me a private message and include your full name so I can access your equipment. To send a private message: click my name (ComcastJoeTru) to view my profile. Then click the link that says "Send a message" and there you can private message me.
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petersk
New Poster
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2 Messages
5 years ago
I've been having the same issue. I have had them reset my modem, and supposedly they did an update... which I doubt they did. But even today at 11:50, I had another drop. Same modem as the original poster.
From the log:
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