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Intermittent connection

hariri
Frequent Visitor

Intermittent connection

Hi to all,


I want to thank all in advance for taking time in reading this and trying their best in assisting me.

 

So I have been having this issue for a while. Intermittent connection. Sometimes it will work fine and then it will go out. 

 

I have tried everything. I stay away from renting comcast modems. I buy my own. I recently purchsed a new one and though that would solve the problem. But it did not. I have tv as well. There is only one wire from the wall and splits and one goes to the cable tv box and the other to the modem. I even took the splitter off and did a straight connection from the wall to the router. That did not work. Still had intermittent connection. Turned off all my wifi connections and did a straight wire from the router to my desktop and that didn't work. 

 

I went outside to my box to check for loose connections and I saw the wire coming from the tower being split. One going to the wall where it comes out and connects to my router. The other wire is most likely an old wire. So I took that splitter off and did a straight connection. Pole wire to the wire going inside my house. Still had intermittent connection. 

 

I work from home now due to the covoid19. It's very annoying to get these intermittent connection. I am out of options. Is there anything else I can try? Please help. 

EG
Expert

Re: Intermittent 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.

What is the exact make and model number of the modem ?




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hariri
Frequent Visitor

Re: Intermittent connection

also Should I change something in my router settings since I bought my own? Should I do a factory reset? Also, I did try switching out channels and I still have the intermitten connection problems

hariri
Frequent Visitor

Re: Intermittent connection

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hariri
Frequent Visitor

Re: Intermittent connection

It is Netgear c6300

EG
Expert

Re: Intermittent connection

Can't see your pic. Since you are a new poster, it needs to be approved by a Forum Admin. That could take some time. In the interim, you could try hosting it at one of those free third-party pic hosting sites like Imgur or Photobucket and post the link to it here.

 

Make and model of modem ?



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hariri
Frequent Visitor

Re: Intermittent connection

Here is the link for that...

 

https://drive.google.com/open?id=1-7BIiM3oe0vpzHcE718ViQI3uHUpufuC

 

make and model number of my router is Netgear C6300

EG
Expert

Re: Intermittent connection

The stats are fine. Are there any error log entries being shown ? If so, please post them as well.



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hariri
Frequent Visitor

Re: Intermittent connection

hariri
Frequent Visitor

Re: Intermittent connection

Update...

 

Comecast came yesterday and said I had a pinched wire and a wire that was used is not for outdoor. The tech changed the wire and connected it. I did a factory reset on my router. It started working fine at night. I started work this morning at home and I am still having those intermittent connections. 

 

The tech told me to put my 2.4 ghz channel on auto. Is that a good channel to be on? She also said leave the channel for the 5 ghz on whatever default channel. So I don't know what the issue is now? The tech checked the wire coming from the pole and said it's a good connection. The tech did not go up on the pole to see if there anything maybe loose. The tech just saw those issues from my house wires. 

 

Now, I don't know what to do? I read something on maybe wireless keyboards and mouse can be a issue with interfering. Like I said, I am all out of options. 

 

Should I move my router? I can take a picture of it and show where it is located and how far it is from my workstation. I also have a hard wired connection going from the router all the way to the living room and that is connected to my DVR for security cameras. 

hariri
Frequent Visitor

Re: Intermittent connection

EG
Expert

Re: Intermittent connection

Even though the signal stats looked o/k at that snapshot in time, the error log entries confirm that something is going on. Perhaps there is noise ingress into the line(s) somewhere.

 

There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.


I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They can check the CMTS (Cable Modem Termination System) for any real time degradation and / or error reports, see your node / cable plant and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats.

You should get a reply here in your topic. Good luck !



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hariri
Frequent Visitor

Re: Intermittent connection

Thank you so much. I really appreciate the time and effort you took in helping me. Do you know how long they will take to respond back to this forum?

EG
Expert

Re: Intermittent connection

No but sit tight. Remember there is a pandemic going on.



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hariri
Frequent Visitor

Re: Intermittent connection

Yes. I definitely understand. I hope you take care and stay safe. Again, thank you.

EG
Expert

Re: Intermittent connection

You as well. Quite welcome !



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hariri
Frequent Visitor

Re: Intermittent connection

Update

 

I called comcast again and they said that they found some 'timeout' thing on my router and they said to reset my router. I did that and still did not work. I called comcast again and they said that we show no issue with service. I said well yeah, because it is intermittent connection. I need someone to come and look at the connections on the pole and they said we can't do that because there is nothing showing in our system that there is something wrong. 

 

I kept trying to explain the situation of how intermittent connection works. It comes in and works fine and then disconnects. I want someone to come and check for filters being put maybe on the pole or some loose connections. But I could not get any luck. I hope someone can help me soon in this forum. Because I am working from home and I could potentially lose my job if my connection is acting like this. Thanks again and sorry to bother. I just wanted to post this and update the readers and whoever is going to assist me further. 

ComcastJoeTru
Official Employee

Re: Intermittent connection

Hello hariri. We appreciate you visiting and posting on the Xfinity Forums. Apologies you are still encountering issues with your internet connection. I can assist with further troubleshooting your connectivity. In order to have a better insight, I will have to poll the CMTS for real-time and historical RF signal reports from your modem, and check your local Node/Plant for signal degradation / errors. To get started, please send me a private message and include your full name so I can access your equipment. To send me a private, message click my name (ComcastJoeTru) to view my profile. Then click "Send a message" and private message me. 




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poorspeed
New Poster

Re: Intermittent connection

you are not alone. It's good that Comcast lifted the data cap for everyone but the unintended consequence is that no one has a stable connection since everyone is downloading games and streaming movies like crazy