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I keep getting knocked off of zoom and teams video calls.

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New Poster

I keep getting knocked off of zoom and teams video calls.

I am constantly getting frozen video/audio and sometimes get knocked out of our Zoom and Teams calls. I have an ARRIS SBG6900-AC modem and I am hardwired into it. My plan is 100/5Mbps and I am getting an average of 45-50 Mbps download and 5.8 upload. 

Below is a snapshot of the modem download status. What do I do? My cable run is over 400ft to the telephone pole.

 

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Gold Problem Solver

Re: I keep getting knocked off of zoom and teams video calls.

Downstream power levels and SNR are terrible. Problems like this are often due to poor coax connections, usually in or near your home.

If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you can't find the problem or you'd rather have Comcast take care of it, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. If they can't fix the problem remotely (unlikely), insist they send a tech out to identify the cause and correct it.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit unless you have their Service Protection Plan (https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device, or anything outside your home, you shouldn't be charged.