Frequent 30 second outages

[ChumleyWonderba]

Been having an issue for over a month of 30 second outages 3-10 times a day. The modem starts blinking green and then suddenly comes back on line. Support has been useless because the problem doesn't occur when I'm on the phone with them. Had a tech out who replaced the line from the pole to the house and a couple connectors in the house. Don't know what else to do at this point. Any suggestions?

In southeast Michigan (commerce) if that matters.

Modem is a TG02DCW3482P2CT

It's the only device connected to the cable.

[EG]

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.

[ChumleyWonderba]

SNR range from just under 39 to a little over 40

Downstream power levels are 5.9 - 7.0

Upstream power levels are 38 - 40.5

[EG]

That's all good. Please post any RF signal modem error / event log entries.

[ChumleyWonderba]

I'm not sure where to find that log.

The only log that has any entries that I can find is the Firewall log. Here are some samples:

FW.IPv6 INPUT drop , 8197 Attempts, 2020/7/26 13:40:55 Firewall Blocked
FW.IPv6 FORWARD drop , 10931 Attempts, 2020/7/26 13:40:42 Firewall Blocked
FW.WANATTACK DROP , 8 Attempts, 2020/7/26 12:45:15 Firewall Blocked
Device MAC:34:64:A9:30:13:12 , 1747 Attempts, 2020/7/26 05:59:20 Device Blocked
FW.IPv6 FORWARD drop , 11099 Attempts, 2020/7/25 18:59:59 Firewall Blocked
FW.IPv6 INPUT drop , 8934 Attempts, 2020/7/25 18:58:45 Firewall Blocked
Device MAC:34:64:A9:30:13:12 , 693 Attempts, 2020/7/25 05:59:25 Device Blocked
FW.IPv6 FORWARD drop , 13052 Attempts, 2020/7/24 17:52:49 Firewall Blocked
FW.IPv6 INPUT drop , 14257 Attempts, 2020/7/24 17:46:04 Firewall Blocked
FW.WANATTACK DROP , 20 Attempts, 2020/7/24 06:25:55 Firewall Blocked
Device MAC:34:64:A9:30:13:12 , 1821 Attempts, 2020/7/24 04:59:51 Device Blocked
Device MAC:B4:6D:83:3C:2F:CB , 121 Attempts, 2020/7/24 04:22:36 Device Blocked
FW.IPv6 FORWARD drop , 6574 Attempts, 2020/7/23 18:25:14 Firewall Blocked
FW.IPv6 INPUT drop , 24359 Attempts, 2020/7/23 18:25:12 Firewall Blocked
FW.WANATTACK DROP , 43 Attempts, 2020/7/23 09:12:19 Firewall Blocked
Device MAC:34:64:A9:30:13:12 , 809 Attempts, 2020/7/23 04:59:36 Device Blocked
FW.IPv6 INPUT drop , 33014 Attempts, 2020/7/22 18:25:48 Firewall Blocked
FW.IPv6 FORWARD drop , 9849 Attempts, 2020/7/22 18:24:59 Firewall Blocked
Device MAC:34:64:A9:30:13:12 , 423 Attempts, 2020/7/22 04:59:35 Device Blocked
FW.IPv6 INPUT drop , 13016 Attempts, 2020/7/21 09:53:01

[EG]

Yeah nevermind. They disabled the modem component's RF error logging feature.... A BIG mistake IMNSHO !!!!

Those router component event log entries are unhelpful, unfortunately...

So. 

There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.

I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !

[ChumleyWonderba]

Thanks for the help. I've been getting the run-around on the phones for weeks. Last Friday I sat on hold for an hour to wait for a Tier 2 tech only to be told "everything looks fine right now there's nothing we can do." I've been promised repeatedly that the ticket is being escalated and never hear back from anyone. The tech that came to the house did his best but replacing all those cables and connectors didn't solve the issue. I don't understand why it's so difficult to just look at event logs and see the frequent disconnects. I'd assume that information is stored somewhere!

I'm exhausted with being told to restart the modem and basic troubleshooting. This is starting to affect our livelihoods (my wife and I both work from home). When will someone take this seriously and hand it to a person who can do real troubleshooting, not just "have you tried turning it off and back on again?"

[damacaulay]

Did you every get a solution to this issue? I am experiencing the same thing and I know that Xfinity tech support is going to be next to useless.

[ChumleyWonderba]

No solution. Still experiencing the issue.

[EG]

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@ChumleyWonderba wrote:
No solution. Still experiencing the issue.

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Did you ever hear from an employee here ?

[ChumleyWonderba]

Ha. No. Of course not.

[EG]

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@ChumleyWonderba wrote:
Ha. No. Of course not.

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I am going to re-escalate this. Good luck !

[ComcastAmira]

Hello @ChumleyWonderba, thanks for reaching out to our Digital Care Team on our Forums page. We appreciate you being a customer with us and it's upsetting to hear about these constant disconnects you have been experiencing. I apologize about the issues you have experienced thus far when working with us, but we definitely want to determine the underlying cause of this issue. We would love to assist! 

Can you please send me a Private Message including your first and last name as it appears on the account? 

To send me a Private Message, please click my name “ComcastAmira” and click “Send a message".