Having internet problems and have no idea what else to try

[CollinSearls]

Having internet problems and have no idea what else to try.

We were having internet issues for a little while. Our computers (despite being connected through Ethernet) took forever to load pages and sometimes gave up and our iPhones, Alexa, and Google Home would sometimes have slow internet too (though not constant, like our computers).

After unplugging/replugging the modem and restarting it, and contacting Xfinity (they said everything looked fine on their end) I thought it was on the computers end. I searched around on Google and tried every solution I could find. I contacted Xfinity again and they said it looked like they were having trouble connecting to our modem and suggested we go in to get a new one. So I drive over to an Xfinity store and trade our modem and hook up the new one. Ta-dah! Internet’s back! Problem solved!

It’s been 3 days since we got the new modem and I start up my computer this morning and the problem is back. I have no idea what to do anymore, I can’t figure out where the problem is. The new modem working perfectly fine for a few days has me puzzled and I don’t know what to try anymore. This is stressing me out, so I hope someone knows what could be going on.

[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.

[CollinSearls]

Neither of them are loading for me on my phone or computer

[CollinSearls]

Just tried again. 192.168.100.1 takes me to a page that says my device is paused, but the app says nothing is paused.

The 10.0.0.1. shows some Xfinity Gateway login page but it keeps saying my username and password are wrong.

[EG]

admin is the default username and password is the default password.

[CollinSearls]

Are the Downstream and Upstream Power Levels the ones under Connection > XFINITY Network? If so there are 24 columns for Downstream and 4 for Upstream. I also can’t find the SNR

[EG]

Yes, that's them. The SNR's are right there by the downstream power level numbers.

Post a screenshot of or copy and paste the text of the entire page.

[CollinSearls]

https://imgur.com/a/RvUWGWq

[EG]

The signal stats looked o/k at that snapshot in time. Perhaps there is noise ingress into the line(s) somewhere.

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 can check the CMTS (Cable Modem Termination System) for any real time degradation and / or error reports, see your node / cable plant and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats.

You should get a reply here in your topic. Good luck !

[CollinSearls]

Thank you!

[EG]

Quite welcome !

[ComcastChe]

Hi @CollinSearls! 

I'm sorry for the issues you're having with your internet. We appreciate you for using the Xfinity Forums to share your experience. I can help! I'd like to take a more in-depth look at your connectivity issues so I can isolate a cause and help get this resolved. To get started, please send me a private message with your first and last name and the street numbers associated with your address. To send a private message, click on "ComcastChe" and then click send a message.