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Fed up with intermittent internet Comcast no solution

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Frequent Visitor

Fed up with intermittent internet Comcast no solution

I’m sick and tired of the intermittent issues I’m having. Had 4-5 techs come to my house. Changed modem boxes 2 times. They look at everything and say we see issues but we have checked everything and Yet still NO solution! My kids are starting their online schooling this Monday and it really is frustrating the heck out of me. PLEASE someone help! I even bought the Netgear Nighthawk spent an hour on the phone to have it activated. It shows online at their end but not on my end. This is absolutely ridiculous. At a time where everyone is cooped up and kids have online schooling no one is giving me a solution!!!!
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Expert

Re: Fed up with intermittent internet Comcast no solution

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 ?

Is this with a WiFi connection ?



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Frequent Visitor

Re: Fed up with intermittent internet Comcast no solution

Thank you for your reply. I logged on but have no clue where to get the info you’re asking for. Is it under software? Hardware? Advanced? I’m a pre-novice...
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Frequent Visitor

Re: Fed up with intermittent internet Comcast no solution

https://ibb.co/cxFkw4H

This is the info you requested. Not sure where to get the noise info though.
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Expert

Re: Fed up with intermittent internet Comcast no solution

The upstream power is on the high side and it may be intermittently fluctuating even higher to out of spec levels. And the downtream SNR's are too low / 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.



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Re: Fed up with intermittent internet Comcast no solution

Thank you for all the info you provided. Unfortunately I had 4 techs come already and they’ve changed the box twice and the wiring together with the splitters/connectors but to no avail. Problem still persists. Everytime I call the call center they tell me to reboot but even if I do that, it doesn’t work. This problem has started back in December and from what I read here on the forums, there was a system update which messed things up. How will my kids have their online schooling if we are having ridiculous intermittent internet? I can’t even go on to the xfinitywifi hotspot...and I have no choice but to use Comcast because it’s part of the HOA I’m paying for. I really appreciate your help. Is there anything else I can do? Get a new modem maybe? Anything???
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Expert

Re: Fed up with intermittent internet Comcast no solution

Sorry to hear that. Changing the modem won't fix a line / connection quality problem. Get Customer Service and the techs re-involved until it is fixed properly. Ask for a tier 2 rep, and / or a supervisor !

 

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 with it !!



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Re: Fed up with intermittent internet Comcast no solution

Thank you! I will keep on trying. Thanks again for all your help. Stay safe and healthy!
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Re: Fed up with intermittent internet Comcast no solution

I do not know if you have gotten your problem solved but it may be that the line inside your house has been patially broken or if it has a splitter on it the splitter may  have gone bad,, you may want to try to hook up the modem to a different line in the house or run a brand new line that goes directly to the modem.

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Expert

Re: Fed up with intermittent internet Comcast no solution

6 month old dead thread now being closed.



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