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Hiccups in connection

New Poster

Hiccups in connection

A couple months ago I upgraded my old Xfinity router to the new Xfi Gateway to try and solve some wi-fi issues  I was having. It did solve the wi-fi problems I was experiencing, but now I am having new issues with my cable connected desktop. I don't know exactly how to explain it, but my best explanation is that I keep getting kiccups in my connection that causes me to stop hearing voices on discord and will disconnect me for a few seconds from any games that I am playing. It will usually reconnect me right away, but this is happening very frequently now. Almost everyday, multiple times a day I am experiencing this issue of disconnecting for a few seconds and then reconnecting. I have tried on multiple occasions to restart the modem and sometimes this solves the issue for that day, other time it comes back within an hour. Should I try exchanging my router or could this issue be fixed in another way?

Silver Problem Solver

Re: Hiccups in connection


@Finnfactor wrote:

A couple months ago I upgraded my old Xfinity router to the new Xfi Gateway to try and solve some wi-fi issues  I was having. It did solve the wi-fi problems I was experiencing, but now I am having new issues with my cable connected desktop. I don't know exactly how to explain it, but my best explanation is that I keep getting kiccups in my connection that causes me to stop hearing voices on discord and will disconnect me for a few seconds from any games that I am playing. It will usually reconnect me right away, but this is happening very frequently now. Almost everyday, multiple times a day I am experiencing this issue of disconnecting for a few seconds and then reconnecting. I have tried on multiple occasions to restart the modem and sometimes this solves the issue for that day, other time it comes back within an hour. Should I try exchanging my router or could this issue be fixed in another way?


Try another ethernet cable between the PC and the xFi Gateway.


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Expert

Re: Hiccups in connection

What are the indicator lights doing on the device when that occurs ? 

 

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.




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New Poster

Re: Hiccups in connection

Hello, thank you for the reply. MY modem has one indicator light that is usually always a solid, continuous white. I don't think I ever took notice if the light changes when this issue occurs. When it happens next I will make sure to look. I'll attach some photos of the information you asked for. When i took these screenshots my connection was working fine, should i look at these stats again when the issue next occurs?

Downstream.pngUpstream.png

New Poster

Re: Hiccups in connection

Hmm, not sure why the images aren't showing up after I hit post, but I can provide the imgur links too:

Downstream: https://i.imgur.com/A7ssXkI.png

Upstream: https://i.imgur.com/gbp5xgw.png

Expert

Re: Hiccups in connection

Please post all of the rest of the downstream channels. Post the error / event log entries as well.



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I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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New Poster

Re: Hiccups in connection

Downstream channels:

https://i.imgur.com/uyxNLLp.png

https://i.imgur.com/zxJi2tz.png

https://i.imgur.com/EWuv6Ic.png

https://i.imgur.com/xFhPDIx.png

https://i.imgur.com/AIxzEb6.png

https://i.imgur.com/He8qVKI.png

 

I went to troubleshooting->logs and tried to load event logs for the past 90 days and apparently there are none. I experienced this issue just recently (maybe a half hour ago) and it lasted for about 5 minutes. The whole time the indicator light remained a solid, continuous white.