New Poster
•
2 Messages
Constant Internet Drops
I have been having constant internet drops. When I do a hard modem reset it will work for a time, but then will have to do it again (sometimes daily, sometimes several times a day). I have pasted the logs below. Any help/advise greatly appreciated. Thanks!
| Channel | Lock Status | Modulation | Channel ID | Frequency | Power | SNR | Corrected | Uncorrectables |
| 1 | Locked | 256QAM | 13 | 555.00 MHz | -18.80 dBmV | 31.69 dB | 108 | 0 |
| 2 | Locked | 256QAM | 1 | 477.00 MHz | -13.90 dBmV | 35.60 dB | 1 | 0 |
| 3 | Locked | 256QAM | 2 | 483.00 MHz | -14.20 dBmV | 34.93 dB | 4 | 0 |
| 4 | Locked | 256QAM | 3 | 489.00 MHz | -14.20 dBmV | 34.93 dB | 5 | 0 |
| 5 | Locked | 256QAM | 4 | 495.00 MHz | -14.00 dBmV | 35.08 dB | 6 | 0 |
| 6 | Locked | 256QAM | 5 | 507.00 MHz | -15.00 dBmV | 34.08 dB | 14 | 0 |
| 7 | Locked | 256QAM | 6 | 513.00 MHz | -16.00 dBmV | 33.83 dB | 14 | 0 |
| 8 | Locked | 256QAM | 7 | 519.00 MHz | -16.90 dBmV | 32.32 dB | 34 | 0 |
| 9 | Locked | 256QAM | 8 | 525.00 MHz | -17.90 dBmV | 30.82 dB | 363 | 0 |
| 10 | Locked | 256QAM | 9 | 531.00 MHz | -18.50 dBmV | 31.62 dB | 66 | 0 |
| 11 | Locked | 256QAM | 10 | 537.00 MHz | -18.50 dBmV | 31.92 dB | 80 | 0 |
| 12 | Locked | 256QAM | 11 | 543.00 MHz | -18.70 dBmV | 31.69 dB | 61 | 0 |
| 13 | Locked | 256QAM | 12 | 549.00 MHz | -18.60 dBmV | 31.84 dB | 54 | 0 |
| 14 | Locked | 256QAM | 14 | 561.00 MHz | -19.20 dBmV | 31.07 dB | 471 | 0 |
| 15 | Locked | 256QAM | 15 | 567.00 MHz | -19.90 dBmV | 30.59 dB | 4554 | 0 |
| 16 | Locked | 256QAM | 16 | 573.00 MHz | -21.20 dBmV | 29.40 dB | 339033 | 3 |
| 17 | Locked | 256QAM | 17 | 579.00 MHz | -23.00 dBmV | 27.94 dB | 9034034 | 216084 |
| 18 | Not Locked | ---- | 18 | 585.00 MHz | ---- | ---- | ---- | ---- |
| 19 | Not Locked | ---- | 19 | 591.00 MHz | ---- | ---- | ---- | ---- |
| 20 | Not Locked | ---- | 20 | 597.00 MHz | ---- | ---- | ---- | ---- |
| 21 | Not Locked | ---- | 21 | 603.00 MHz | ---- | ---- | ---- | ---- |
| 22 | Not Locked | ---- | 22 | 609.00 MHz | ---- | ---- | ---- | ---- |
| 23 | Not Locked | ---- | 23 | 615.00 MHz | ---- | ---- | ---- | ---- |
| 24 | Not Locked | ---- | 24 | 621.00 MHz | ---- | ---- | ---- | ---- |
| 25 | Not Locked | ---- | 25 | 627.00 MHz | ---- | ---- | ---- | ---- |
| 26 | Not Locked | ---- | 26 | 633.00 MHz | ---- | ---- | ---- | ---- |
| 27 | Not Locked | ---- | 27 | 639.00 MHz | ---- | ---- | ---- | ---- |
| 28 | Not Locked | ---- | 28 | 645.00 MHz | ---- | ---- | ---- | ---- |
| 29 | Not Locked | ---- | 29 | 651.00 MHz | ---- | ---- | ---- | ---- |
| 30 | Not Locked | ---- | 30 | 657.00 MHz | ---- | ---- | ---- | ---- |
| 31 | Not Locked | ---- | 31 | 663.00 MHz | ---- | ---- | ---- | ---- |
| 32 | Not Locked | ---- | 32 | 669.00 MHz | ---- | ---- | ---- | ---- |
| Channel | Lock Status | US Channel Type | Channel ID | Symbol Rate | Frequency | Power |
| 1 | Locked | ATDMA | 2 | 5120 kSym/s | 29.20 MHz | 47.50 dBmV |
| 2 | Locked | ATDMA | 5 | 2560 kSym/s | 40.40 MHz | 45.50 dBmV |
| 3 | Locked | ATDMA | 4 | 5120 kSym/s | 16.40 MHz | 47.50 dBmV |
| 4 | Locked | ATDMA | 3 | 5120 kSym/s | 22.80 MHz | 47.25 dBmV |
| 5 | Locked | ATDMA | 1 | 5120 kSym/s | 35.60 MHz | 47.25 dBmV |
BruceW
Gold Problem Solver
•
26.5K Messages
4 years ago
The downstream power levels and SNR are way out of spec, and the upstream levels are high-ish as well. Network connection problems like this are often due to poor coax connections or damaged coax cable, usually in or near your home.
If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you still need help, please post your Internet plan speed and the following information from your modem or gateway:
If you can't find the problem or you'd rather have Comcast take care of it, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.
If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit unless you have their Service Protection Plan (https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.
0
0
Jsamis23
New Poster
•
2 Messages
4 years ago
Thanks. I have done the troubleshooting steps. My plan speed is 400 Mbps and my device is ARRIS SB6190 Cable Modem. Here is my event log:
0
0
BruceW
Gold Problem Solver
•
26.5K Messages
4 years ago
As stated, suggest you arrange to have Comcast fix the problem.
0
0