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High ping spikes and internet disconnects

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Frequent Visitor

High ping spikes and internet disconnects

I have a Netgear R7350 Router and a Netgear CM100 modem that I own.   I am on a 600 Mbps connection.  I am having regualer ping spikes as well as brief disconnects.  I recently pulled up the Xfinity app during the last one and sure enough the app could tell that my modem was "offline".   This happens on hardwired and wifi based devices.  The router reconginized the disconnect and the LED turnes amber letting me know there is a disconnect.  So i believe this to be some sort of issue outside the home.  Or in the line somewhere in the home.  I have had comcast techs come out and test signal in the only 2 lines hooked up in the house and everything reads well to them signal wise.  Comcast tech help hasn't been able to help when I call in.  They aren't seeing any disconnects.  Or so I am told.   HELP!  Very frustrating to try to game on at night.

 

@ComcastJK 

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Expert

Re: High ping spikes and internet disconnects

When there is a connection, 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 a WiFi connection ?



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Re: High ping spikes and internet disconnects

 

There is a lot of info on that page, so I tried attaching photos so you get what you need.  Let me know if that works?

 

 

 

snap 1.jpgsnap 2.jpg

 

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Frequent Visitor

Re: High ping spikes and internet disconnects

I don't know if my pics are uploading or not.  I will do my best to give the info you need.  I am getting anywhere from -0.6 to 2.6 on the bonded and on the Downstream OFDM Channels  -0.3 to 3.6dbmv. 

 

on the upload bonded 45.8 to 48 Dbmv.  Then 0 on the upload OFDM channels. 

 

Signal to noise ratio ranges from 39.5 to 41.7.

 

Modem is the Netgear CM1000

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Expert

Re: High ping spikes and internet disconnects

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.



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Re: High ping spikes and internet disconnects

I did post twice. See my second post for what I think are the pieces of info you need. Let me know
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Expert

Re: High ping spikes and internet disconnects

Without seeing the full screenshot(s) of the entire signal status page, the limited text of the stats that you posted are o/k although the upstream power is a bit the high side at 48 dB and it may be intermittently fluctuating even higher to out of spec levels. 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: High ping spikes and internet disconnects

I've actually had multiple techs out to my home. They did clean up my splitters and so forth where the line comes into the home. I have one splitter, and fresh ends on all the cables. So I believe that is about as clean as it can be.

I wonder is something like this from Amazon would help. It's a signal amplifier? What are your thoughts there? See link below. That basically addresses what you think might be causing my problems right?

9 Port Bi-Directional Cable TV Splitter Signal Booster/Amplifier with Active Return Zero Signal Loss VoIP Telephone Bypass Port and F59 Terminators Antronix VR900B/AC https://www.amazon.com/dp/B07YYM4KBL/ref=cm_sw_r_sms_apa_i_a4jJEb7KAMWDZ
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Expert

Re: High ping spikes and internet disconnects

My opinion on amps are that they are a band-aid fix and should only be used as a last resort. Garbage in = more garbage out..



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Re: High ping spikes and internet disconnects

Understood. Haha. Amps are the last resort. Hey. For whatever reason. My photos are showing up now. Maybe I have you to thank for that. Can you take a look and let me know what you think. Thanks for all your help so far!
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Expert

Re: High ping spikes and internet disconnects

The advice remains the same. Try to get the upstream power lower so that there is more wiggle room. Bear in mind that this may or may not be the direct cause of the problem. If nothing can be done. Get a tech out. Good luck with it !



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Re: High ping spikes and internet disconnects

Just a follow up. I sacrificed our tv connection. So in theory have one line coming in and going to just the modem. I did see a drop in the power in the upstream channels. I'm getting 42.3 to 44.8. Whish is a small drop. But not significant it seems. But in the same breath. No disconnects today I think. Wasn't home all day. So not 100% sure. Do you think this is something a tech could directly address? If I tell him what you and I are theorizing. Also. Do you think this is Comcast's issue and not mine? They are saying it's my problem therefore a 70 dollar service fee is applicable.

Oh. Side note. I read that I shouldn't be having high numbers of correctable and incorrectable codewords past line 27. See attached for both updates.

Thoughts? Thanks.
15863055395645642700173082852801.jpg
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Frequent Visitor

Re: High ping spikes and internet disconnects

I'm really hoping this video I took gives as much context as possible. Please. Any other ideas. Or if you think I have enough info to put this on Comcast at this point. I want to shoot myself over the disconnects at this point.

https://youtu.be/d-umLKGVowQ