I have had Comcast for only 2 weeks. I have my own Motorola MB8600 and a Amplifi Instant wifi router. Things have been working fine till recently when the internet connection is lost. Most times a reset of the modem fixed it but now it has not. On the Amplifi app it says all the issues are IPv4 related. This morning i did a hard reset of the modem and the internet worked for about 5 minutes before stopping. My wife works from home and depends on internet to do her job. The rep on the phone this morning said there was nothing they could do and we have to wait till tomorrow for a tech to come out. I was hoping someone could help me today .
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What do the modem's signal stats look like ? Try getting them here; http://192.168.100.1
Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.
Is this a WiFi connection ?
The default username is: admin
The default password is: motorola
Try power-cycling it and then re-try.
Those are a bit low so far. Please post the balance of the channels including the upstream channels.
Should be right there where you got that screenshot.
The upstream power is on the high side and it may be intermittently fluctuating even higher to out of spec levels. The downstream power is weak / borderline as well. 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.
There is already a tech coming in the moring. I will show him your response. The only splitter that I am aware of is from the wall in the living room. The tech installed a splitter to go to the modem and the main cable box. I appreciate your help. Hope the tech will be able to fix the issue.
Good luck with it ! Please post back with how things turn out.
So I am relaying this info from my wife who was there while the tech came this morning. He said that there were some connection issues that were causing problems. Those were not specified to my wife. He also said that the way it was installed was incorrect so he fixed some things. And the last thing was there was excess wire in the wall which cause it to bend and pinch the wire so he fixed that as well. According to him everything is running as it should. Keeping my fingers crossed that it was the final fix. Now the amount of data Comcast says ive used in two week is a new undertaking......
Thanks for your help!
Thanks for posting back. Hope things hold up for you. Good luck !
Well bad news. Met my wife at the house for lunch and the internet stops working. We call customer support and all they can do is say that they arent gettting a signal from the modem. It is working interminttenly now. The best they could do was to schedule ANOTHER tech to come out and look at it tomorrow. I told them if they don't fix the issue completely tomorrow then we will cancel service.
Sorry to hear that. Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home.
Again. Good luck whatever you decide !
If you are having issues accessing the IPv4 sites, there is a mega thread on the forum might give you some light.
@Jimmy18 It appears to be a connection quality / RF signal problem.
I'm glad you reached out to us here for assistance with the intermittent internet you've been experiencing. I see that you posted this quite some time ago, but I wanted to check in quickly and see if you were able to get some assistance with this or if you could still use a hand? I'd love to help.