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Intermittent Internet Outages

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Intermittent Internet Outages

I moved into my condo around a year ago and did have any major internet issues until about 4 months ago. During that time I used a Linksys CM3024 modem and a TP-Link Archer AC1200 router. The issues started as intermittent internet outages lasting less than 5 min. As time went on the issues only got worse. I then has a technician come out to take a look. Of course I didn't have any internet issues while he was here so all he ended up doing was replacing the coax wall outlet and cables from the wall to the modem and cable box. Afterward the issues continued so I scheduled another appointment. Again, the new technician showed up when everything was working fine and didn't find any issues. He too replaced the coax cables as well as the splitter. He reccommended I get a new modem if the issues remained. From the there the issues only started getting worse - muliple outages a day lasting anywhere from 5 min to 2 hours.

To rule out my modem and router I first swapped out my router for a spair I had - the issues continued. I swapped back to the original router and then bought a new modem - a Netgear CM500. This didn't fix anything, as the issues only got worse. For the last 2 weeks I experience at least 3 outages a day somtimes lasting for 5 hours.

This needs to get fixed and obviously the technicians weren't doing much so I started diving into my modem logs. I've linked the latest readings below, but from what I can see my upstream power is a bit high. A few days ago I discussed this with an Xfinity agent and he told me everything seemed fine. He informed me he'd boost my signal an continue to monitor my account. The other thing he mentioned was to download the xFi app in order to change my downstream channels... well, that was completely bad information becasue I don't have an xFi gateway. And as far as the boosted signal goes, it obviously did nothing.

Also, it's worth noting that since I rent a condo I can't trace the coax back to where it enters the building and I can't tell if there are any unnecessary or bad splitters.

I have another appointment with a technician this week but my hopes aren't high.

It seems to me that the issue is on Xfinity/Comcast's side but nobody I deal with does anything other than normal troubleshooting and then insists the issue is on my side.

Any help would be greatly appreciated.

 

https://imgur.com/a/G7nPw06

 

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Expert

Re: Intermittent Internet Outages

You should get the techs involved again until it is fixed properly. The power levels are off !

 

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.

Good luck !

 

 



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Regular Visitor

Re: Intermittent Internet Outages

Update:

Had a home technician come while the issues were occuring. He found what he thought was the root of the problem and stated a line tech would have to fix it. The next day the line tech showed up, replaced some outdate equipment and made some other change. I talked with him briefly and described my issues - he said it's possible that the equipment he replaced could fix the issue but he was leaning towards something be wrong with the in-home wiring.

I now seem to be in the same place I was back in March or April. My outages are much less frequent and last no more than a few minutes. Obviously this is better but I still want to get this fully resolved. I called 1-800-xfinity again but they stated they would not send out another home technician becasue there was no issue at the time of my calling. So - I might be stuck, as the issues now last only a minutes or two.

 

I've attached the updated modem logs - same critial issues as before, just less of them. Upstream power still seems a little high. Usually after a reboot its in the mid to high 40s but always seems to creep back to 50.

I've also noticed I'm experiencing a lot of package loss - even more so than before the last round of technicians showed up.

 

https://imgur.com/a/BJ1Qa0L

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Expert

Re: Intermittent Internet Outages

Yep. The upstream power is still too high. Something intermittent is going on with the lines / equipment somewhere. Your only recourse is to keep leaning on Comcast and the techs until it gets fixed properly. I feel your pain !! Good luck !!



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