Community Forum

Daily intermittent outages

jwagenleitner
New Poster

Daily intermittent outages

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.

N0_service
Contributor

Re: Daily intermittent outages

I'm having very similar issues and have been unable to get a response from Comcast or through this forum.  Hopefully, you'll have better luck as the issue is likely ingress noise in the plant outside your home.