Community Forum

Intermittent connection drops

Regular Visitor

Intermittent connection drops

I am a new comcast customer whose connection drops intermittently for up to 30 minutes or so - the only way to get it working again is to reboot. I had a tech in my home set up my modem after initial issues, but the problem persisted, and I'm now on my second XFi ARRIS TG modem. It seems like each day I have to spend an hour trying to get my internet to work, and when it does work (like yesterday), there doesn't seem to be a pattern. I'm nearing my wit's end. 

 

Specs on the connection:

Upstream
Channel Bonding Value
Index
1
2
3
4
5
6
7
8
Lock Status
Locked
Locked
Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Frequency
29.40 MHz
23.00 MHz
35.80 MHz
         
Symbol Rate
5120 KSym/s
5120 KSym/s
5120 KSym/s
         
Power Level
43.75 dBmV
43.75 dBmV
44.50 dBmV
         
Modulation
64 QAM
64 QAM
64 QAM
         
Channel Type
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
 
wnstream
Channel Bonding Value
Index
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Frequency
513.00 MHz
519.00 MHz
525.00 MHz
531.00 MHz
537.00 MHz
543.00 MHz
549.00 MHz
555.00 MHz
561.00 MHz
567.00 MHz
573.00 MHz
579.00 MHz
585.00 MHz
591.00 MHz
597.00 MHz
603.00 MHz
609.00 MHz
615.00 MHz
621.00 MHz
627.00 MHz
633.00 MHz
657.00 MHz
663.00 MHz
669.00 MHz
               
SNR
36.39 dB
36.39 dB
36.61 dB
36.61 dB
37.36 dB
37.64 dB
36.39 dB
37.36 dB
37.64 dB
37.36 dB
37.36 dB
36.61 dB
37.36 dB
36.61 dB
37.64 dB
37.36 dB
37.64 dB
37.36 dB
37.36 dB
37.36 dB
37.36 dB
37.64 dB
37.64 dB
37.36 dB
               
Power Level
-9.90 dBmV
-10.20 dBmV
-10.10 dBmV
-10.00 dBmV
-9.70 dBmV
-9.30 dBmV
-9.40 dBmV
-9.30 dBmV
-9.20 dBmV
-9.30 dBmV
-9.20 dBmV
-9.40 dBmV
-9.30 dBmV
-9.30 dBmV
-9.00 dBmV
-7.60 dBmV
-7.90 dBmV
-7.70 dBmV
-8.00 dBmV
-7.90 dBmV
-7.30 dBmV
-7.70 dBmV
-7.60 dBmV
-6.90 dBmV
               
Modulation
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
 
 
Frequent Visitor

Re: Intermittent connection drops

How far are you from your router?

Valued Contributor

Re: Intermittent connection drops

Just looking at your modem levels- your downstream levels to the modem are pretty borderline and it wouldn't surprise me at all if you had intermittent service as a result.  The MER is also right on the edge as well and will only get worse as the temperatures pick up.  

Expert

Re: Intermittent connection drops

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

If you want to do some troubleshooting on your own: See the troubleshooting guide.


I am not a Comcast employee, just a moderator. Pls observe Wheaton's Law.
Official Employee

Re: Intermittent connection drops

 

Aitonos, let's run a few tests to see why the intermittent drops are occurring. Please send me a private message with your full name, address, and phone number tied to your residential services for help.