Constant connection loss on Discord, game servers, etc.

[MCurro]

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.

[EG]

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 ?

[MCurro]

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

[EG]

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

[MCurro]

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 

[EG]

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.

[MCurro]

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.

[MCurro]

@EG Just in case this got lost in your notifications

[EG]

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@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 !

[MCurro]

Thank you, EG!

[EG]

Quite welcome !

[MCurro]

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

[MCurro]

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.