Community Forum

Daily Service Interruptions

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New Poster

Daily Service Interruptions

Every afternoon, my internet goes down. This has been happening for a week or so now.  The exact same thing happened last year for about six months and then it stopped. Yesterday it went out at 2:226pm central time and came back a couple of minutes before 3pm. Let me clarify that,  it came back for a couple of minutes during that time and went right back down, but it came back for the rest of the day at right before 3pm. It always happens the exact same way and always happens in the afternoon, last year and now. This has to be on Xfinity's end, right? 

 

Downstream
Channel Bonding Value
Index
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
Lock Status
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
477 MHz
399 MHz
405 MHz
411 MHz
417 MHz
423 MHz
429 MHz
435 MHz
441 MHz
453 MHz
459 MHz
465 MHz
471 MHz
483 MHz
489 MHz
495 MHz
507 MHz
513 MHz
519 MHz
525 MHz
531 MHz
537 MHz
543 MHz
549 MHz
SNR
38.983 dB
40.366 dB
40.366 dB
40.366 dB
38.983 dB
40.366 dB
40.946 dB
38.983 dB
38.983 dB
40.366 dB
40.366 dB
38.983 dB
38.983 dB
40.946 dB
38.983 dB
40.366 dB
38.983 dB
38.983 dB
38.983 dB
38.983 dB
38.983 dB
38.605 dB
38.605 dB
38.983 dB
Power Level
6.000 dBmV
6.000 dBmV
6.200 dBmV
6.100 dBmV
6.100 dBmV
6.000 dBmV
6.000 dBmV
6.000 dBmV
5.800 dBmV
5.900 dBmV
5.700 dBmV
5.700 dBmV
5.900 dBmV
6.400 dBmV
6.400 dBmV
6.600 dBmV
6.400 dBmV
6.200 dBmV
6.100 dBmV
6.200 dBmV
6.400 dBmV
6.300 dBmV
5.600 dBmV
4.700 dBmV
Modulation
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM

 

 

Upstream
Channel Bonding Value
Index
1
2
3
4
Lock Status
Locked
Locked
Locked
Locked
Frequency
29 MHz
16 MHz
23 MHz
35 MHz
Symbol Rate
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
Power Level
54.000 dBmV
52.500 dBmV
54.000 dBmV
52.000 dBmV
Modulation
64 QAM
64 QAM
64 QAM
64 QAM
Channel Type
ATDMA
ATDMA
ATDMA
ATDMA

 

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Expert

Re: Daily Service Interruptions

The upstream power is too high / out of spec. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, and latency problems.

In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.



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.
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Highlighted
New Poster

Re: Daily Service Interruptions

There are no splitters.  It's coming straight in and to my modem.  Thanks. I had a tech come out last year when it was doing this and he said everything was fine. I guess I will wait for six months or until Google Fiber is available in my area. lol

Expert

Re: Daily Service Interruptions

The numbers don't lie. You should get the techs involved again. Show them this thread.

 

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 !



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!