Community Forum

Intermittent connection loss

New Poster

Intermittent connection loss

So for the past month and a half or so I've been having issues with my internet connectivity, that I feel are becoming more frequent. What happens is every so often the connection seems to drop almost completely for about a minute or less before returning to normal. It doesn't drop for long enough to interrupt streaming video usually, but definitely enough to interrupt any online PC gaming. Strangely enough, receiving PS4 party chat remains uninterrupted when this is happening, though people on the other end say they can't understand me. 

 

I only have internet service, which remains at the 200mbps+ speed at all times when not being affected by this issue.

 

Here is a capture of my modem status taken less than an hour after rebooting:

 

Screenshot_20190825-151150.png

Is this a large amount of corrected/uncorrectables to be seen so shortly after rebooting? 

Is there any recommended troubleshooting steps for me to take, or will I need a technician to come out?

 

Thanks for any help!

New Poster

Re: Intermittent connection loss

Looks like the image isn't showing, here is an imgur mirror of the modem status
http://imgur.com/a/rijKRuc
Expert

Re: Intermittent connection loss

The upstream power is on the high side (channel number 2 is already out of spec) and it may be intermittently fluctuating even higher to out of spec levels. 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.



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!