Xfinity plant
Community Forum
Xfinity globe

Intermittent Internet Connection

Frequent Visitor

Intermittent Internet Connection

Hello,

 

I am losing faith in the Xfinity Internet services. I am experiencing the intermittent internet every day. I noticed that there is a message showed on the modem page "WAN port is unplugged" when I lose the internet connection. I checked the cables for many times and I cannot find anything wrong with the cables. I suspect that there is a problem associated with the cables inside the wall or outside my property. Can you please offer the assitance to help me to resolve the connection issue?

 

Thank you.

Expert

Re: Intermittent Internet Connection

Where are you seeing that message ? In a computer's browser. In a router's U.I pages ? Provide details about your equipment.

Frequent Visitor

Re: Intermittent Internet Connection

In a router's U.I pages. I am using Motorola SB6121 DOCSIS 3.0 Cable Modem. I can also see a yellow exclamation mark on the Wifi signal when I lose the internet connection.

1.jpg
Expert

Re: Intermittent Internet Connection

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.


Frequent Visitor

Re: Intermittent Internet Connection

Thank you for your response. You want the information like this?

 

1.jpg
Expert

Re: Intermittent Internet Connection

Hi @cyrus1994

You want to figure out if you have a wifi issue or if you have a modem/signal issue. Your downstream power levels are pretty poor, so that's most likely your problem. You can verify this by checking the event log (http://192.168.100.1/RgEventLog.asp) and watching the lights on your modem when you have connection issues. 

 

I've asked a Comcast employee to help you. You should expect a reply in this thread. 

 

Check out the troubleshooting guide while you wait for a reply.



"Keepin' it clean since '09"
I am not a Comcast employee, just a moderator.
Official Employee

Re: Intermittent Internet Connection

Hi cyrus1994, I can assist you with getting your connection issue resolved. Can you please send me a private message with your full name, street address, and account number by clicking on my name (ComcastAmir) and then "private message me"?

Expert

Re: Intermittent Internet Connection

FWIW, the downstream power figures that you posted are out of spec. I now defer your topic to ComcastAmir.

Frequent Visitor

Re: Intermittent Internet Connection

Thank you for your assitance. I will now contact ComcastAmir. I appreciate your professional opinion.

Expert

Re: Intermittent Internet Connection

Quite welcome ! I deferred because he stepped in to help you. He is an actual Comcast employee. Good luck !

Official Employee

Re: Intermittent Internet Connection

cyrus1994 wrote: I can see the internet signal has improved since the technician came. The technician was polite and came on time. I am going to give a credit to the technician and your asssitance. Thank you!

 

I am glad that we were able to get this corrected for you, have a good day.