Gateway connection problems: Zoom and video games

[ThisOLHouse]

We installed the Gateway device in January and have been having problems with connectivity.  During zoom calls we frequently see the message "unstable internet," and the zoom video and audio will freeze.  This is making working from home for spouse and taking college classes via online instruction also very difficult.  College aged son is worried about taking tests online, and getting disconnected.

Also, son has a computer connected via ethernet and during some video games, connection is lost.  He tried fixing it with on the Xfinity xFi app by opening portals for particular games, but connection was still lost while playing.

We have called Comcast customer service 3 or 4 times.  The last time, 3 days ago, the rep talked me into upgrading my internet speed to Blast (increasing my already high bill $20 plus taxes a month), but unfortunately it has not helped.  

I am thinking of asking for a new Gateway, but am afraid we will continue to have the same problem.  Or would it be betterr to just switch ISP?

Thanks in advance for any help!  

[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.

What is the exact make and model number of the modem / gateway device ?

[ThisOLHouse]

@EG or anyone else who can help:

The Gateway is an Arris TG3482G.

Here are the Downstream, Upstream, and SNR info:

Thanks again for any help.  

[EG]

Can't see your pic. Since you are a new poster, it needs to be approved by a Forum Admin. That could take some time. In the interim, you could try hosting it at one of those free third-party pic hosting sites like Imgur or Photobucket and post the link to it here.

[ThisOLHouse]

@EG 

Do you need to see all the columns and rows (lock status, frequency, SNR, power level, moldulation, etc)?

[EG]

Yes. You can also copy all of the text and paste it here.

[ThisOLHouse]

@EG 

Downstream	Channel Bonding Value
Index	1	0	2	3	4	5	6	7	8	9	10	12	13	14	15	16	17	18	19	20	21	22	23	24	25	26	27	28	29	30	31	32
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	489000000		495000000	507000000	513000000	519000000	525000000	531000000	537000000	543000000	555000000	567000000	573000000	579000000	585000000	591000000	597000000	603000000	609000000	615000000	621000000	627000000	633000000	639000000	645000000	651000000	657000000	663000000	669000000	675000000	681000000	687000000	635600000
SNR	40.366287		40.946209	40.366287	40.366287	40.366287	40.946209	40.946209	40.946209	40.946209	40.366287	40.946209	40.946209	40.366287	40.946209	40.366287	40.366287	40.366287	40.366287	40.366287	38.605377	38.983261	40.366287	38.983261	40.946209	40.366287	40.366287	40.366287	40.946209	40.946209	40.946209	38.983261	NA
Power Level	-1.000000		-1.000000	-1.000000	-0.599998	-1.000000	-0.799999	-0.900002	-1.200001	-1.200001	-1.299999	-1.099998	-1.299999	-1.299999	-1.299999	-1.599998	-1.299999	-1.400002	-1.799999	-2.000000	-2.099998	-2.400002	-2.500000	-2.099998	-2.000000	-1.299999	-1.200001	-1.200001	-0.500000	-0.700001	-0.700001	-1.099998	NA
Modulation	QAM256	UNSUPPORTED	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	Channel Bonding Value
Index	1	2	3	4
Lock Status	Locked	Locked	Locked	Locked
Frequency	30100000	17300000	23700000	36500000
Symbol Rate	5120 KSym/sec	5120 KSym/sec	5120 KSym/sec	5120 KSym/sec
Power Level	44.270599	46.020599	45.020599	42.270599
Modulation	64QAM	64QAM	64QAM	64QAM
Channel Type	US_TYPE_ATDMA	US_TYPE_ATDMA	US_TYPE_ATDMA	US_TYPE_ATDMA

[EG]

They're all good. Are there any error log entries being shown ? If so, please post them also.

[ThisOLHouse]

@EG 

CM Error Codewords
Unerrored Codewords	7464	559030611	7464	7464	7459	7458	7458	7458	7458	7458	7458	7457	7458	7458	7457	7458	7457	7457	7458	7457	7457	7458	7440	7440	7440	7440	7440	7385	7384	7384	7384	7384
Correctable Codewords	0	3735936685	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0	0
Uncorrectable Codewords	0	3735936685	0	0	0

[EG]

That's not what I was looking for but those bit errors are very good.

[EG]

Here's an example of what they look like;

[ThisOLHouse]

@EG 

Event Logs

All logs for Today
[Harvester][2889]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting	2020/4/13 14:44:14	Notice
ti_dhcp6c[8381]: 72001011-DHCPv6 - Missing Required Option 82	2020/4/13 14:43:26	Critical
ti_dhcp6c[8381]: 72001011-DHCPv6 - Missing Required Option 24	2020/4/13 14:43:26	Critical
ti_dhcp6c[8381]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Mon Apr 13 19:43:25 2020	2020/4/13 14:43:26	Critical
ti_dhcp6c[8381]: 72001015-DHCPv6 Failed - No Prefix Available	2020/4/13 14:43:25	Critical
ti_dhcp6c[8381]: 72001014-DHCPv6 Failed - No Address Available	2020/4/13 14:43:25	Critical
ti_dhcp6c[8381]: 72001011-DHCPv6 - Missing Required Option 82	2020/4/13 14:43:25	Critical
ti_dhcp6c[8381]: 72001011-DHCPv6 - Missing Required Option 24	2020/4/13 14:43:25	Critical
DHCPv4[7798]: 72001001-DHCPv4 Provision - Completed	2020/4/13 14:43:20	Informational
[Harvester][2912]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting	2020/4/13 10:49:01	Notice
ti_dhcp6c[8682]: 72001011-DHCPv6 - Missing Required Option 82	2020/4/13 10:48:20	Critical
ti_dhcp6c[8682]: 72001011-DHCPv6 - Missing Required Option 24	2020/4/13 10:48:20	Critical
ti_dhcp6c[8682]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Mon Apr 13 15:48:19 2020	2020/4/13 10:48:20	Critical
ti_dhcp6c[8682]: 72001015-DHCPv6 Failed - No Prefix Available	2020/4/13 10:48:19	Critical
ti_dhcp6c[8682]: 72001014-DHCPv6 Failed - No Address Available	2020/4/13 10:48:19	Critical
ti_dhcp6c[8682]: 72001011-DHCPv6 - Missing Required Option 82	2020/4/13 10:48:19	Critical
ti_dhcp6c[8682]: 72001011-DHCPv6 - Missing Required Option 24	2020/4/13 10:48:19	Critical
DHCPv4[8113]: 72001001-DHCPv4 Provision - Completed	2020/4/13 10:48:13	Informational
ti_dhcp6c[8493]: 72001011-DHCPv6 - Missing Required Option 24	2020/4/13 10:45:33	Critical
ti_dhcp6c[8493]: 72001011-DHCPv6 - Missing Required Option 24	2020/4/13 10:45:33	Critical
[Harvester][2895]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting	2020/4/13 09:28:38	Notice
ti_dhcp6c[8493]: 72001011-DHCPv6 - Missing Required Option 82	2020/4/13 09:27:56	Critical
ti_dhcp6c[8493]: 72001011-DHCPv6 - Missing Required Option 24	2020/4/13 09:27:56	Critical
ti_dhcp6c[8493]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Mon Apr 13 14:27:55 2020	2020/4/13 09:27:56	Critical
ti_dhcp6c[8493]: 72001015-DHCPv6 Failed - No Prefix Available	2020/4/13 09:27:55	Critical
ti_dhcp6c[8493]: 72001014-DHCPv6 Failed - No Address Available	2020/4/13 09:27:55	Critical
ti_dhcp6c[8493]: 72001011-DHCPv6 - Missing Required Option 82	2020/4/13 09:27:55	Critical
ti_dhcp6c[8493]: 72001011-DHCPv6 - Missing Required Option 24	2020/4/13 09:27:55	Critical
DHCPv4[7907]: 72001001-DHCPv4 Provision - Completed	2020/4/13 09:27:49	Informational

[EG]

Those are the router component error logs, not the modem component RF error logs. They are not helpful. We've seen many posts here recently indicating that they have now blocked the end-user from accessing the error logs in the Comcast supplied gateway devices. A BIG mistake in my opinion......

[ThisOLHouse]

@EG  or anyone else,

Is there anything that can be done to rectify the 2 situations I described initially?  I cannot find the other event log you mentioned.

Thanks for any help.