Been having intermittent internet issues the last few weeks. Will lose internet for anywhere from 5-15 minutes most of the time anywhere from 5+ times during the day (but usually every few hours). Devices can still connect to the gateway (wired and wireless), so just losing internet.
We had a ~4 year old xb3 modem so first thing that was done when I called it in is they sent a different xb3. The issue persisted so then a tech was dispatched and checked the main drop in the house and outside. Since the outages were intermittent we weren't experiencing it during the time the tech was here. Think the tech said he replaced a connector at the box outside, but that everything looked ok to him.
Continued to have the same issues after that visit, so upgraded to a xb6 (Model:TG3482G, Vendor:ARRIS Group, Inc.) and same issue persist, going on about week 5 of the problem. Coax from the sidewalk comes into the house and into a 2-way splitter (installed ~4-5 years ago by installer), one line from there to living room outlet (nothing connected, never has been) and one to the gateway. Also tried a new good quality 2-way splitter and same problem. All connections are tight, and when it works it works well and speeds are right at the max for our plan. When it cuts out, it comes back automatically without requiring a reset.
Downstream (32 channels)
all channels locked except 0 (shows UNKNOWN for modulation too)
SNR - all range between 40.3 and 40.9
Power level: all range between +1.5 and +4.5
Modulation: QAM256
| Index |
20
|
0
|
17
|
18
|
19
|
21
|
22
|
23
|
24
|
25
|
26
|
27
|
28
|
29
|
30
|
31
|
32
|
33
|
34
|
35
|
36
|
37
|
38
|
39
|
40
|
41
|
42
|
43
|
44
|
45
|
46
|
47
|
|
| 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 |
519000000
|
|
501000000
|
507000000
|
513000000
|
525000000
|
531000000
|
537000000
|
543000000
|
549000000
|
555000000
|
561000000
|
567000000
|
573000000
|
579000000
|
585000000
|
591000000
|
597000000
|
603000000
|
615000000
|
621000000
|
627000000
|
633000000
|
639000000
|
645000000
|
651000000
|
657000000
|
663000000
|
669000000
|
675000000
|
681000000
|
687000000
|
629600000
|
| SNR |
40.366287
|
|
40.946209
|
40.946209
|
40.366287
|
40.946209
|
40.946209
|
40.366287
|
40.946209
|
40.946209
|
40.946209
|
40.946209
|
40.946209
|
40.946209
|
40.366287
|
40.946209
|
40.946209
|
40.366287
|
40.946209
|
40.946209
|
40.366287
|
40.946209
|
40.946209
|
40.946209
|
40.946209
|
40.946209
|
40.946209
|
40.366287
|
40.946209
|
40.366287
|
40.946209
|
40.946209
|
NA
|
| Power Level |
3.500000
|
|
3.099998
|
3.200001
|
3.299999
|
3.700001
|
4.000000
|
4.099998
|
4.000000
|
4.300003
|
4.199997
|
4.300003
|
4.400002
|
4.199997
|
4.099998
|
4.000000
|
4.000000
|
3.900002
|
3.900002
|
3.599998
|
3.500000
|
3.799999
|
3.599998
|
3.599998
|
3.299999
|
3.200001
|
3.000000
|
2.900002
|
2.700001
|
2.200001
|
2.000000
|
1.500000
|
NA
|
| Modulation |
QAM256
|
UNKNOWN
|
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 (4 channels)
Power level: all range between +44 to +45
| Index |
1
|
2
|
3
|
4
|
| Lock Status |
Locked
|
Locked
|
Locked
|
Locked
|
| Frequency |
17300000
|
36700000
|
30300000
|
23700000
|
| Symbol Rate |
5120 KSym/sec
|
5120 KSym/sec
|
5120 KSym/sec
|
5120 KSym/sec
|
| Power Level |
45.020599
|
44.020599
|
44.020599
|
44.520599
|
| Modulation |
64QAM
|
64QAM
|
64QAM
|
64QAM
|
| Channel Type |
US_TYPE_ATDMA
|
US_TYPE_ATDMA
|
US_TYPE_ATDMA
|
US_TYPE_ATDMA
|
Event Logs show mostly IP release/DHCP messages. Even while the cut-out occurs the gateway downstream/upstream stats don't change much if at all.
It seems to happen at random times and nothing in our house (device or wiring wise) has changed. Up to about 5 weeks ago everything had always been reliable and never any issues like this.
Have a tech coming out tomorrow morning, but any advice or suggestions would be appreciated. I known nothing about this stuff, but this kind of feels like something at the drop outside, maybe some noise in the line there or between there and some main/head unit. Just not sure how to best convey that to get those checked and ruled out.
