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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.
MCurro
Frequent Visitor
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8 Messages
5 years ago
Yes! Sorry, new to this!
Cable Modem
I hope this is the needed info? @EG
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EG
Expert
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111.4K 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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111.4K Messages
5 years ago
Can you please post a screenshot of or copy and paste all the text on the signal status page.
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MCurro
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8 Messages
5 years ago
xFi Gateway is ARRIS, Model TG3482G
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EG
Expert
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111.4K Messages
5 years ago
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.
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MCurro
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8 Messages
5 years ago
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.
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EG
Expert
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111.4K Messages
5 years ago
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 !
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MCurro
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8 Messages
5 years ago
@EG Just in case this got lost in your notifications
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EG
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111.4K Messages
5 years ago
Quite welcome !
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MCurro
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8 Messages
5 years ago
Thank you, EG!
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MCurro
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8 Messages
5 years ago
As a time reference for whatever future discussion with Comcast staff I have, I am currently experiencing the mentioned issues
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MCurro
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8 Messages
5 years ago
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.
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