Community Forum

Intermittent connectivity issues

Highlighted
Regular Visitor

Intermittent connectivity issues

Hello,

 

For about a month now, I have been having intermittent connectivity issues. Throughout the day, every day, at random times, I will lose connection to the internet on all of my devices, including those connected via ethernet and wifi.

 

I have had four tech visits, each of them telling me the issue was fixed and it should all be good, only for it to continue happening.

 

Last week, the 4th tech went to the neighborhood node or whatever, and said he found a big wiring issue that was causing the problem and that he fixed it. For 6 days, it WAS fixed and running perfectly. Now the issue is back, and xfinity is refusing to help, citing Covid-19 and that my issue is not a priority.

Highlighted
Expert

Re: Intermittent connectivity issues

What do the modem's signal stats look like ? Try getting them here http://192.168.100.1 or here http://10.0.0.1

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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Highlighted
Regular Visitor

Re: Intermittent connectivity issues

The modem is an ARRIS TG3482G

 

Here are the stats:

Downstream
Channel Bonding Value
Index
20
0
12
13
14
15
16
17
18
19
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
 
Lock Status
Locked
NotLocked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
495000000
 
447000000
453000000
459000000
465000000
471000000
477000000
483000000
489000000
507000000
513000000
519000000
525000000
531000000
537000000
543000000
549000000
555000000
561000000
567000000
573000000
579000000
585000000
591000000
597000000
603000000
609000000
615000000
621000000
627000000
633000000
617600000
SNR
40.366287
 
40.946209
40.366287
40.366287
40.946209
40.946209
40.946209
40.366287
40.946209
40.946209
40.946209
40.366287
40.946209
40.946209
40.946209
40.366287
40.946209
40.946209
40.366287
40.946209
40.366287
40.946209
40.946209
40.946209
40.946209
40.946209
40.946209
40.946209
40.366287
40.366287
40.946209
NA
Power Level
6.599998
 
6.500000
6.300003
6.599998
6.699997
6.599998
6.699997
6.800003
6.699997
6.500000
6.400002
6.699997
6.500000
6.199997
6.400002
6.400002
6.599998
6.900002
7.000000
6.800003
7.099998
7.199997
7.099998
7.000000
7.300003
7.500000
7.300003
7.400002
7.199997
7.099998
7.099998
NA
Modulation
QAM256
UNSUPPORTED
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
OFDM

 

Upstream
Channel Bonding Value
Index
1
2
3
4
5
Lock Status
Locked
Locked
Locked
Locked
Locked
Frequency
17300000
41200000
30300000
36700000
23700000
Symbol Rate
5120 KSym/sec
1280 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
Power Level
41.770599
40.750000
40.770599
40.270599
41.270599
Modulation
64QAM
64QAM
64QAM
64QAM
64QAM
Channel Type
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
US_TYPE_ATDMA
 
CM Error Codewords
Unerrored Codewords
6572
559030611
6572
6572
6571
6571
6571
6571
6571
6571
6573
6573
6574
6574
6573
6574
6574
6573
6573
6574
6573
6573
6572
6573
6573
6572
6573
6572
6573
6573
6572
6572
Correctable Codewords
0
3735936685
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
Uncorrectable Codewords
0
3735936685
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
Highlighted
Regular Visitor

Re: Intermittent connectivity issues

Just want to follow up on this. The issues are still occurring.