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I lose internet daily from 10am to 10pm

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I lose internet daily from 10am to 10pm

I've been experiencing a loss of internet for the past two weeks from around 10am to 10pm (sometimes it comes on for a bit and shuts off within minutes). Expectedly, it has been difficult getting ahold of an xfinity technician, but I did manage to get someone sent out. They were unable to climb the pole to the top (car parked next to it) but did change one of the wires. At first, I was not too worried because I could still get the xfinitywifi, but now I can't even get that. Does anyone have a similar situation or know what could be happening? I'm desperate! Thanks!
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Expert

Re: I lose internet daily from 10am to 10pm

Did you get notfication of a system outage, or at least a follow up visit to deal with the issue? 


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Expert

Re: I lose internet daily from 10am to 10pm

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 ?

In addition. Is this with a WiFi connection ? If so, for a test, does a computer hardwired directly to the router / gateway device with an ethernet cable have the same problem ?



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Re: I lose internet daily from 10am to 10pm

Xfiniry said there are no outages in my area and my modem (personal) is offline/not responding. It sounds like I have to wait for this car to move so that they can access the pole.
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New Poster

Re: I lose internet daily from 10am to 10pm

I'll have to check the stats tonight when it comes back on. Modem is Netgear CM500 and it's my personal device.

My desktop is also having the same issue, regardless of which device it's plugged into.
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Re: I lose internet daily from 10am to 10pm

@EG Here is the upstream, downstream, and SNR for my Netgear CM500. Hopefully this is what you need. 

 

Doonstream Bonded Channels

Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 1 579000000 Hz 2.6 dBmV 40.3 dB 10661 19494
2 Locked QAM256 2 585000000 Hz 2.5 dBmV 40.3 dB 10577 20246
3 Locked QAM256 3 591000000 Hz 2.5 dBmV 40.3 dB 10474 18821
4 Locked QAM256 4 597000000 Hz 2.6 dBmV 40.3 dB 10523 19054
5 Locked QAM256 5 603000000 Hz 2.5 dBmV 40.2 dB 10635 20438
6 Locked QAM256 6 609000000 Hz 2.2 dBmV 40.2 dB 10801 20474
7 Locked QAM256 7 615000000 Hz 1.9 dBmV 40.1 dB 10080 21355
8 Locked QAM256 8 621000000 Hz 1.8 dBmV 40.2 dB 1 0
9 Locked QAM256 9 627000000 Hz 1.9 dBmV 40.2 dB 10777 15946
10 Locked QAM256 10 633000000 Hz 2.1 dBmV 40.2 dB 10689 17151
11 Locked QAM256 11 639000000 Hz 2.2 dBmV 40.2 dB 10224 18285
12 Locked QAM256 12 645000000 Hz 2.3 dBmV 40.3 dB 10650 18134
13 Locked QAM256 13 651000000 Hz 1.9 dBmV 40.2 dB 10810 15955
14 Locked QAM256 14 657000000 Hz 1.7 dBmV 40.1 dB 10579 17410
15 Locked QAM256 15 663000000 Hz 1.7 dBmV 40.2 dB 10361 18590
16 Locked QAM256 16 669000000 Hz 1.8 dBmV 40.2 dB 10387 19837
 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 1 5120 Ksym/sec 35800000 Hz 51.5 dBmV
2 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
3 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
4 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
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Expert

Re: I lose internet daily from 10am to 10pm

The upstream power is too high and it may be intermittently fluctuating even higher out of spec. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, and latency problems. And there is only a single upstream channel locked. There should be 3 to 4.

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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