Community Forum

Constant connection loss on Discord, game servers, etc.

Highlighted
Frequent Visitor

Constant connection loss on Discord, game servers, etc.

We have been having an issue with our internet connection that causes us to lose audio input/output in Discord calls and disconnects us from online games (ie. Minecraft servers, etc). The issue happens as often as 10-20 times per hour. We have also noticed it affect our Flex Box - we will be watching Netflix and suddenly it will return to the Flex home screen and give an error (Flex Box has been both on wifi and hardwired in with the sane issue either way). All cables are tightly secured and I have tried restarting the xFi gateway multiple times over the past month with no success. Aside from being frustrating when trying to talk to friends and play online games, we are also worried that this will affect our ability to work from home, as stable internet is a must for most jobs right now.
Highlighted
Expert

Re: Constant connection loss on Discord, game servers, etc.

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 ?




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: Constant connection loss on Discord, game servers, etc.

Does the Channel Bonding Value matter? In the first column (value 9), the downstream power level is 4.599998, the upstream power level is 42.520599, and the SNR is 37.636276.

xFi Gateway is ARRIS, Model TG3482G
Highlighted
Expert

Re: Constant connection loss on Discord, game servers, etc.

Can you please post a screenshot of or copy and paste all the text on the signal status page.



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: Constant connection loss on Discord, game servers, etc.

Yes! Sorry, new to this!

 

Downstream
Channel Bonding Value
Index
9
0
6
7
8
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
 
Lock Status
Locked
NotLocked
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
507000000
 
489000000
495000000
501000000
513000000
519000000
525000000
531000000
537000000
543000000
549000000
555000000
561000000
567000000
573000000
579000000
585000000
591000000
597000000
603000000
609000000
615000000
621000000
627000000
633000000
639000000
645000000
651000000
657000000
663000000
669000000
611600000
SNR
37.636276
 
37.636276
37.636276
37.636276
37.636276
37.355988
37.636276
37.636276
37.636276
37.355988
37.355988
37.636276
37.636276
37.636276
37.355988
37.636276
37.636276
37.636276
38.605377
38.605377
37.636276
37.636276
37.636276
37.355988
37.355988
37.636276
37.636276
37.636276
37.355988
38.605377
37.636276
NA
Power Level
5.699997
 
6.000000
5.800003
5.699997
5.800003
6.000000
6.099998
6.099998
6.199997
6.400002
6.199997
6.199997
6.199997
6.300003
6.599998
6.900002
6.900002
7.099998
7.300003
7.400002
7.800003
7.800003
7.500000
7.300003
7.300003
7.500000
8.099998
8.400002
8.199997
7.900002
7.599998
NA
Modulation
QAM256
UNSUPPORTED
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
OFDM
Upstream
Channel Bonding Value
Index
1
2
3
4
5
Lock Status
Locked
Locked
Locked
Locked
Locked
Frequency
35800000
39800000
16600000
23000000
29400000
Symbol Rate
5120 KSym/sec
1280 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
Power Level
42.520599
41.250000
44.020599
43.020599
42.270599
Modulation
64QAM
64QAM
64QAM
64QAM
64QAM
Channel Type
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA

Cable Modem

HW Version: 15
Vendor: ARRIS Group, Inc.
BOOT Version: 0.2.17.573854
Core Version: daisy
Model: TG3482G
Product Type: XB6
Flash Part: 4095 MB
Download Version: 7.1.1.1.69

 

I hope this is the needed info? @EG 

Highlighted
Expert

Re: Constant connection loss on Discord, game servers, etc.

The signal stats are good. Probably not, but are there any modem / RF error log entries being shown ? If so, please post them as well.



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: Constant connection loss on Discord, game servers, etc.

Are these found via Troubleshooting->Logs? If so, what Log Filters should I be using? With "Event Logs" and "Yesterday" selected, nothing shows for the time-frame in which we were in Discord calls yesterday.

Highlighted
Frequent Visitor

Re: Constant connection loss on Discord, game servers, etc.

@EG Just in case this got lost in your notifications

Highlighted
Expert

Re: Constant connection loss on Discord, game servers, etc.


@MCurro wrote:

Are these found via Troubleshooting->Logs? If so, what Log Filters should I be using? With "Event Logs" and "Yesterday" selected, nothing shows for the time-frame in which we were in Discord calls yesterday.


O/k we've seen many posts here recently indicating that they have now blocked the end user from accessing the error logs in the Comcast supplied gateway devices. A BIG mistake in my opinion......

 

Even though the signal stats looked o/k,  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 !



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: Constant connection loss on Discord, game servers, etc.

Thank you, EG!

Highlighted
Expert

Re: Constant connection loss on Discord, game servers, etc.

Quite welcome !



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: Constant connection loss on Discord, game servers, etc.

As a time reference for whatever future discussion with Comcast staff I have, I am currently experiencing the mentioned issues

Highlighted
Frequent Visitor

Re: Constant connection loss on Discord, game servers, etc.

Last night, after experiencing this issue for a few hours, I temporarily moved my computer setup near the xFi Gateway to test an ethernet connection. While the ethernet connection did not seem to solve the streaming service issue on the Flex Box, it did seem to almost entirely eliminate the Discord and game disconnect issues on my computer. Unfortunately this is not a permanent or viable solution to the issue, but it does make me think that most of the issue may be wifi-related.