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Daily Disconnects

Frequent Visitor

Daily Disconnects

 Every day at random times (but often just as I sit down at my computer), my connection will drop out for a good minute. This is on a desktop wired to the modem, and has been happening daily for months now. 

 

Channels:  https://i.imgur.com/POilNF3.png

Event Logs: https://i.imgur.com/UIX3TmS.png

Modem: Arris Surfboard 6190

Router: Asus RT-AC1750

This problem has persisted for a while. We've had multiple tech visits that have tested and replaced the line to our home multiple times. While this fixed the slow downs we were having before, we still experience this random disconnects daily. During this, the modem's lights still show that it has a full connection, it doesn't often restart.

 

I can tell by looking at the images that the SNR for DBC-24 is low. No idea how to fix it. There is no splitter in our home, line goes right from the box in our backyard to our modem. Any help with this would be appreciated.

 

Frequent Visitor

Re: Daily Disconnects

Another day, another disconnect. The event logs and channel status look even worse now.

 

Channels: https://i.imgur.com/IJvtGdK.png

Event Logs: https://i.imgur.com/rjlKDuz.png

 

It alternates between the RCS partial Service and the Lost MDD Timeout nearly constantly. It gets frustrating very quickly.

Expert

Re: Daily Disconnects

Yuck ! The SNR's are out of spec !! Looks like there is some intermittent noise ingress leaking into the line(s) somewhere. Suggest that you keep getting the techs involved until it is fixed properly !!

 

Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. Good luck !



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Official Employee

Re: Daily Disconnects

Hi there, Mcginty3777. 

 

Apologies for the service interruptions! Let me see what I can do with your account. Can you please private message me your full name? Thank you for posting to our forums. 
To send a private message, please click my name "ComcastMartin" then select "Send a Message" on the right side.


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Expert

Re: Daily Disconnects

Please also post publically here how things turn out, thank you.



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Frequent Visitor

Re: Daily Disconnects

Done, and I will post updates as it comes. 

Frequent Visitor

Re: Daily Disconnects

Well, some exciting news. Earlier today there was some maintenance on my service, and a few minutes later a comcast truck pulled up to my house and started working on the box in my backyard. After that, at least so far, a few hours later, the errors have stopped. Looking at my status, I can't help but notice that channel 24 is still out of spec, but so far it's much better than it was. 

 

Let's hope it holds, else I'm going to have to replace the coax in the house. 

 

https://i.imgur.com/54XvvhZ.png

https://i.imgur.com/oLVYUQ5.png

 

 

Expert

Re: Daily Disconnects

Those links are broken.



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Frequent Visitor

Re: Daily Disconnects

Fixed 'em.

Frequent Visitor

Re: Daily Disconnects

Welp. Celebrated too early. All the other channels are great but now channel 23 is really messed up. Going back and forth between the two errors again. 

 

Status

Errors

 

Since they fixed the line further down, guess the only thing to try now is replace the wiring in the house, huh?

Frequent Visitor

Re: Daily Disconnects

Well, a good ending to this story. There's been some maintenance to the main lines in my area, and after that was completed the errors dropped to only a few per day. I'm sure I can fix those, but the disconnects stopped and my speed is pretty steady. 

Expert

Re: Daily Disconnects

Good to hear ! Curious as to what the stats look like now ?



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